• Spearheading overall service operations - Managing post-sale service operations while ensuring customer satisfaction and business retention
• Accountable for Network expansion, Training, in / out warranty service functions
• Ensuring highest Level of customer satisfaction with the Best Turn-Around-Time
• Effective communication with manufacturers for Customer Complaints, Budget proposal and Reviews
• Monitoring revenue targets vs. achievements on daily basis; evolved strategies to enhance service operational efficiency in workshop & ensured its implementation to improve profitability.

Manager – Service & Spare Parts - International Business (2014-2021)

• Directed sales service operations, identified the potential market and appointed 3S, 2S and 1S with CI
• Diligently monitored after-sales performance of distributor and developed effective improvement plan for profitability & client retention
• Led distributor/dealer audits on service process sustenance for new processes deployment; checked CSI of Antenna club dealers and monitored the CSI index
• Steered continuous efforts to reduce the average resolution time of customer complaints
• Designed strategies to ensure spares parts target are achieved on monthly basis
• Took care of entire Service & Parts operational activities across 6 countries of East Africa – Kenya, Ethiopia, Sudan, Somalia, South Sudan and Djibouti.
• Handled service & Parts operation in Mozambique and Srilanka previous to East Africa.
• Ensured promotion of Extended Warranty Contract
• Developed 11 - new 3S dealer/ 120 – 1S dealer/ 85 – Parts retailer and spare parts sold worth 1.1 Mn USD in Kenya in 2019-20
• APS(Merchant Exporter) appointed in India for Ethiopia spare parts business
• CKD assembly facility rolled out in Ethiopia
• Developed new distributor for 3W business in Sri Lanka, and sold parts worth USD 2.8 million in 2016-17 in Sri Lanka
• Organized the Great “Mega Camp” in Sri Lanka that boost sales by 20% MSin the region (Sales task force team)
• Imparted technical training support to distributor, Dealer and PGMs that improve customer satisfaction by 90%; provided PGM Training in Egypt (Sales task force team)
• Implemented permanent actions such as mention to improve the Trouble free vehicle performance
• Improve Net Promoter Score(NPS) by 60% through implementation of permanent action for selected projects
• Initiated 90% reduction in Things Gone Wrong(TGW) Score by taking permanent action for selected projects
• Successfully eliminated the sporadic PPFR’s
• Designed & developed a troubleshooting handbook on solved complaints to train the dealers, and conducted scheduled audit at dealer
• Led successful elimination of warranty complaints for Panel rust complaint & Crank shaft by 90%
• Successfully completed and launched 5 new Products ( Star City ES, RTR 160, Flame 125, Scooty Streak, Wego)
• Fix Reliability Target for Part level/System level/Vehicle Level
• Evolving the benchmark characteristics
• Past product failure modes addressing in DFMEA/PFMEA and elimination
• Implementation and verification of APQP for Supplier
• Implemented permanent actions such as mention to improve the Trouble free vehicle performance
• Capturing the problems at each stage of the product development & initiating the actions for the same.
• Conduct PPAP trails and Audit at supplier end

Customer Quality (Quality Assurance Department) – International Business (2011-2014)

New Product Development – Quality Assurance department (2006 -2011)

• Led effective administration of Incoming, In-process and Final Product Quality
• Conducted finished product audit, process audits, supplier process audits as per schedule, analyzed the statistics and implemented corrective actions for the discrepancies
• Successfully completed Fiesta Fan cooling Module and led Indigenous motor assembly setup

• In house Process Quality, Supplier Quality
• Initiated cost savings worth INR 10 lakh in the manufacturing cost through conversion of non-moving parts