Sagar Deshpande
Pune,MH
Summary
Experienced aftersales professional with a strong focus on team collaboration and achieving results. Proven expertise in customer relationship management, process optimization, and issue resolution. Recognized for adaptability and reliability in adapting to changing needs. Highly regarded for exceptional communication, leadership, and problem-solving abilities. Successfully led initiatives to streamline processes and enhance service quality. Demonstrated excellence in team leadership and customer relationship management.
Overview
14
14
years of professional experience
Work History
After Sales Manager
ZwickRoell Private Limited
04.2024 - Current
- Lead a team of 7 members to drive after-sales operations, including service marketing, product management, and customer support
- Manage client relationships, acting as the primary point of contact for high-value clients and ensuring exceptional service delivery
- Oversee the implementation of digital tools to enhance operational efficiency and improve customer interaction
- Conduct technical and commercial negotiations, ensuring favorable outcomes for both clients and the organization
- Develop and manage forecasting, planning, and budgeting processes for the after-sales team
- Drive the integration of new service features into existing offerings, enhancing customer value and satisfaction
- Applied Agile methodologies to manage and execute strategic projects within India, acting as a project leader to ensure outcomes met board expectations
- Gained practical knowledge of Scrum, Kanban, and project management techniques, contributing to streamlined processes and improved project success rates
- Achieved a 97% client retention rate by implementing proactive client engagement and tailored service solutions
- Increased profitability by 37% through optimized resource allocation and process improvements
- Successfully negotiated contracts with key clients, contributing to a 7% increase in market share within target segments
Regional Service Manager
ZwickRoell Private Limited
04.2019 - 03.2024
- Managed after-sales and field operations across multiple regions, leading a team of 10+ technicians and support staff
- Developed and executed comprehensive training programs to enhance the technical competency of the service team
- Fostered strong relationships with key clients, ensuring repeat business and long-term partnerships
- Collaborated with cross-functional teams, including sales and marketing, to launch new service offerings
- Oversaw budget management, resource allocation, and cost control to optimize operational efficiency
- Achieved a 15% CAGR growth over five years, consistently exceeding revenue targets
- Improved customer satisfaction ratings by 20% through the implementation of a structured feedback mechanism
- Reduced customer escalations by 30% by streamlining complaint handling processes and improving response times
- Increased operational efficiency by implementing digital tools, leading to a 25% reduction in service delivery times
Lead Engineer-Service
ZwickRoell Private Limited
04.2016 - 03.2019
- Managed the installation, commissioning, and training for material testing machines and instruments
- Provided on-site and remote technical support to clients, ensuring optimal machine performance and client satisfaction
- Conducted product demonstrations to promote the sale of accessories and additional services
- Coordinated with the Service Sales Executive to ensure timely submission of service proposals and quotes
- Increased regional revenue by 10% through successful accessory sales and upselling service packages
- Enhanced client satisfaction by providing customized training programs tailored to specific client needs
- Reduced machine downtime by 15% through proactive maintenance and rapid issue resolution
Senior Engineer-Service
ZwickRoell Private Limited
04.2013 - 03.2016
- Conducted installations, calibrations, and breakdown maintenance of the company's material testing products
- Provided technical support and troubleshooting services to clients, both on-site and remotely
- Maintained high levels of customer satisfaction by ensuring timely and effective service delivery
- Contributed to maintaining a 95% customer satisfaction rate through prompt and effective technical support
- Played a key role in reducing service response times by 20% through process optimization
Service Engineer
ZwickRoell Private Limited
11.2010 - 03.2013
- Performed calibrations and preventive maintenance of material testing machines and instruments
- Assisted in providing technical support and resolving customer inquiries related to machine performance and maintenance
- Developed a strong foundation in customer service and technical support, contributing to consistent positive feedback from clients
- Helped reduce equipment downtime by 10% through regular preventive maintenance and timely issue resolution
Education
Bachelor's Degree - Instrumentation and Control
Dr. D.Y. Patil College of Engineering
05.2010
Skills
- After-Sales Service Excellence
- Client Engagement & Relationship Management
- Business Development
- Data-Driven Decision Making
- Project Management
- Negotiation
- Conflict Management
- Customer Success & Retention
Languages
English
Marathi
Hindi
Hobbies and Interests
- Cricket
- Reading
- Travelling
Training
- Leadership Principles, PONTEA AG GmbH, 10/01/23
- Topsell- Selling & Negotiation Strategies, ZwickRoell GmbH, 06/01/23 - 07/31/23
- Effective communication within the framework of Insights, ZwickRoell GmbH, 02/01/23
- Finance for Non-finance managers, Princeton Academy, 09/01/22 - 09/30/22
- Implementation of Agile Methodology, ZwickRoell GmbH, 10/01/20 - 10/31/20
Personal Information
- Date of Birth: 09/25/88
- Nationality: Indian
Timeline
After Sales Manager
ZwickRoell Private Limited
04.2024 - Current
Regional Service Manager
ZwickRoell Private Limited
04.2019 - 03.2024
Lead Engineer-Service
ZwickRoell Private Limited
04.2016 - 03.2019
Senior Engineer-Service
ZwickRoell Private Limited
04.2013 - 03.2016
Service Engineer
ZwickRoell Private Limited
11.2010 - 03.2013
Bachelor's Degree - Instrumentation and Control
Dr. D.Y. Patil College of Engineering
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