Head – Sales, Marketing & Service - Jadhao Layland Pvt. Ltd. - Mumbai, Maharashtra
(2016-07)
- Spearheaded dealership network development across India and in international markets such as Nepal, Sri Lanka, and Bangladesh.
- Built a robust domestic and international dealer network from the ground up, focusing on strategic geographies.
- Created comprehensive training modules for dealers, and internal sales and service teams.
- Enhanced brand presence through targeted marketing campaigns, including Kisan Melas, and demo camps.
- Developed pricing, discount, and incentive structures tailored to regional markets.
- Managed export procedures, documentation, and banking formalities for cross-border trade.
- Participated in numerous government tenders and secured approvals for various subsidy schemes.
All India Head – Service & Spare Parts - Preet Tractors Ltd. - Punjab
(2014-05 - 2016-06)
- Led a service team of 36 and managed over 400 dealers across India.
- Improved Field Fill Rate (FFR) to over 98% by implementing advanced inventory practices.
- Implemented a CRM system for better tracking of dealer and customer interactions.
- Introduced performance scorecards for dealers, fostering accountability and service excellence.
- Coordinated with manufacturing to minimize part backorders and enhance supply efficiency.
- Designed service manuals, user guides, bulletins, and parts catalogs for dealer use.
General Manager – International Business - International Tractors Ltd. (Sonalika) - Punjab
(2013-04 - 2014-04)
- Handled 100 dealers across 65+ countries with a team of 17.
- Conducted overseas dealer training programs on product knowledge and service standards.
- Implemented service quality audits across international dealer locations.
- Localized parts catalogues and service guides for better regional adoption.
- Developed Dealer Management Systems and Online Spares Ordering platforms.
Head – Customer Support, Mumbai - Mahindra & Mahindra Ltd. – Tractors Division - Mumbai, Maharashtra
(2009-05 - 2013-03)
- Led customer satisfaction improvement projects resulting in a 20%+ increase in CSI scores.
- Liaised with proprietary equipment suppliers to streamline warranties and product quality.
- Designed & developed the Service Module of Mahindra Dealership Management System (MDMS).
- Ensured all customer complaints resolved within 48 hours via toll-free Customer Connect.
- Monitored MIS reports to drive field performance and decision-making.
Country Head – Service & Spares, Mahindra China Tractors Co. Ltd. - Mahindra & Mahindra Ltd. – Tractors Division - China
(2007-05 - 2009-04)
- Developed nationwide service and spares network in China.
- Set up regional warehouses and a central service training centre.
- Introduced a 24/7 support system and improved CSI in China from 55% to 73%.
Zonal Head – Service & Spares (MP, Gujarat, Maharashtra, South India) - Mahindra & Mahindra Ltd. – Tractors Division - India
(1999-03 - 2007-04)
- Managed 200+ dealers across 7 states with a service team of 17.
- Consistently achieved 20% year-on-year growth in spares sales.
- Expanded service centre coverage from 45 to 95 within zonal territory.
- Introduced multiple service innovations: Doorstep service, Standby Tractor Service, Pre-season campaigns, etc.
- Developed dealer evaluation systems and revenue tracking models.
Manager – Service & Spares (West Zone) - Daewoo Motors India Ltd. - Mumbai, Maharashtra
(1993-07 - 1999-02)
- Successfully launched models like Cielo and Matiz.
- Built entire dealership network for Western India.
- Set up 24-hour customer helpline for doorstep breakdown support.
- Achieved industry-leading benchmarks in customer satisfaction.
Senior Service Engineer - Ashok Leyland Ltd. - Mumbai, Maharashtra
(1982-09 - 1993-06)
- Provided full technical support to BEST's 2000-vehicle fleet across 20 depots.
- Launched rear engine buses and integrated body models.
- Established faster warranty claim processes and feedback systems.
