AKHILESH SHIVHARE
Customer Experience and Service , After Sales Service 3wheeler
Pune
Summary
Automobile Service-driven Professional with broad skills in Customer Care & Service, Product Technical Support, Product Warranty Support, Product Training, Allied Business, Spare Part Management & Business, Service Planning & Branding, Service Marketing, Creating and Executing plans.
An accomplished professional offering over 28+ years of rich & qualitative experience across After-sales Service Operation encompassing Customer Excellence, Customer Care, Technical Cell, Product & Customer Support, CXM, Service Business in the Automobile Sector Combining strong after-sales, customer service & communications expertise to promptly establish efficiency, resolve problems, and optimize productivity. Build broader and deeper relationships with stakeholders; openly promote a winning attitude while consistently exceeding performance goals and expectations. Excellent at delivering key business initiatives & strategies, thereby increasing market share, sales volume & bottom-line. Skilled in expanding service network by establishing strategic alliances and tie-ups with dealers; driving aggressive growth while building professional relationships with partners to enhance functional capability and ensure alignment to objectives. Outshined at achieving quality product and service norms by resolving customer service-related critical issues. Track record of independently managing service operations across the country. Identified, networked and rendered assistance to customers including corporates for achieving business excellence. Successfully managed teams in setting inspirational goals, defined KPIs & metrics for the team and collaborated with senior level management team in decision-making process.
Overview
28
28
years of professional experience
Work History
GM Service and Spares 3wh
Kinetic Green
05.2022
- Key Areas: Product Performance (Product Support): - To Create & Craft an effective product feedback management system through PDI, Early failure report, Flash report & Epidemics failure reports
- To do Gemba Analysis (Why-Why) to get primary cause of failure and present to plant for corrective action
- To priorities the issues with the help of QC tool ‘Pareto’ by studying failure trends to get the corrective actions from QA/R&D
- Close interaction with QA, Production and R&D on product issues reported from field
- To conduct (PR) ‘Product Review Meeting’ in presence of Plant/Quality/Purchase/R&D and Management
- Analyzing the warranty data and sharing with concerned departments for CAPA
- To conduct (QRM) ‘Quality Review Meeting’ with OEMs on product issues reported from field
- Close monitoring of product modification at plant level and communicate to field through ‘Technical Circulars’
- To monitor effectiveness of modifications, do field validation and do field fix
- To select major components based on failure percentage and warranty cost and to refer failures to QA/Plant/R&D for corrective actions
- Take out the life cycle & mean life of components with their behavior in the field with the help of QC tool ‘Histogram.’ To plan CFT (Cross functional team) visit for better understanding of product issues with design and manufacturing persons
- To quarantine old parts from spares parts to avoid recurrence of failures in the field
- New Product Development: - New product evaluation (Prototype) for (DFS) ‘Design for Serviceability’ & market requirements
- To Preform field road trial of Proto vehicles and produce CUFT cum TGW
- Preparation of initial kits for new models
- Develop special tools for new products
- Preparation of Service Policies & Technical literature for new product
- Dealership Audit and System establishment for new products at each & every dealership
- Preparation of warranty policy, Service interval, Maintenance schedule & service scheme for new product
- Warranty Management System: - To Prepare Warranty Policy for Primary as well as Secondary warranty period
- Producing monthly MIS of warranties and share it with concerned departments
- To Prepare Service Intervals based on part & performance behavior
- To Prepare PM ‘Periodic Maintenance’ chart based on ICLR (Inspect, Clean, Lubricate & Replace)
- To Prepare SOPs for time-based product service (How & When) Condition based maintenance by providing Standard and Service Limits
- Monitoring warranty cost per vehicle (Running as well as Matured) and maintaining it less than 0.1% of vehicle DBP
- Service Standards and Planning: To work for ‘Expand access to care’ to provide service to every vehicle at every town (Service Network)
- To plan & execute customer engagement and Connection programs
- To work for workshop profitability & What to do for Service Business
- To prepare SOPs and comprehensive guidelines for Service activities, Service standards, Customer education and Work Skill
- Preparation Service and Technical Literature
- Prepare yearly budget for service activity/training and get approved from Management
- Monitoring & Establishing Service Standards at every dealership
- Providing end to end solutions to dealer through DMS
- Preparation of FAB (Feature-Advantage-Benefit) for new product.
Head Service & Spares ( 3 Wheeler , IC engine & EV)
Continental Engines Pvt. Ltd.
06.2019 - 05.2022
AGM-Service ( 3 Wheeler , IC engine & EV)
Atul Auto Ltd.
05.2012 - 04.2019
Manager Technical Service (2&3 wheeler)
Car & General (TVS Distributor)
05.2010 - 04.2012
Manager Technical Cell
Atul Auto Ltd.
06.2009 - 01.2010
Assistant Manager Quality/TPM
Corona Bus Manufacturers Pvt. Ltd. & Badve Auto Comps Pvt. Ltd.
06.2008 - 06.2009
Manager (After Sales & Service, Spares 2&3 Wheeler, Assembly)
DAG Bajaj
01.2006 - 04.2008
Section Manger Final Assembly (Scooters / Motorcycle)
Bajaj Auto Ltd.
08.1994 - 01.2006
Education
EMBA - Marketing Management & Customer Relationship Management
Indian Management School & Research Center
Master of Engineering - National Institute of Business Management & Technology
New Delhi
B.Tech. - Mechanical Engineering
Bundelkhand University
Diploma - Mechanical Engineering
Government Polytechnic
Skills
Customer Experience & Journey Mapping
After Sales Operations
Customer Care & Service
Service Planning & Branding
Technical Support & Training
Customer Satisfaction & Retention
Field Warranty Management
Dealer Management/ Network Expansion
New Product Development
New Set-ups/ Establishment
Continuous Process Improvements
Business Excellence / Revenue Enhancement
Budgeting & Forecasting
Spare Management & Business
Service Marketing
Team Management
Windows
MS Office (Word, Excel, PowerPoint)
Google Dashboard
Personal Information
- Location Preference: Gujarat/ Maharashtra/ Delhi-NCR / MP & CG/Bangalore/ Hyderabad / Chennai
- Industry Preference: Automobile
- Date of Birth: 03/12/1975
Passport Number
N8524701
Languages
English
Hindi
Marathi
Training
- Managerial Grid Management
- TPM / SMS / Quality Circle / Kaizens
- Service Management & Marketing
- Management Studies
- Innovations & Creativity
- Personal Effectiveness
- Presentation & Communication Skills
- Paradigm Shift
- Growth Mindset
- Certification Course on EV Technology
Timeline
GM Service and Spares 3wh
Kinetic Green
05.2022
Head Service & Spares ( 3 Wheeler , IC engine & EV)
Continental Engines Pvt. Ltd.
06.2019 - 05.2022
AGM-Service ( 3 Wheeler , IC engine & EV)
Atul Auto Ltd.
05.2012 - 04.2019
Manager Technical Service (2&3 wheeler)
Car & General (TVS Distributor)
05.2010 - 04.2012
Manager Technical Cell
Atul Auto Ltd.
06.2009 - 01.2010
Assistant Manager Quality/TPM
Corona Bus Manufacturers Pvt. Ltd. & Badve Auto Comps Pvt. Ltd.
06.2008 - 06.2009
Manager (After Sales & Service, Spares 2&3 Wheeler, Assembly)
DAG Bajaj
01.2006 - 04.2008
Section Manger Final Assembly (Scooters / Motorcycle)
Bajaj Auto Ltd.
08.1994 - 01.2006
EMBA - Marketing Management & Customer Relationship Management
Indian Management School & Research Center
Master of Engineering - National Institute of Business Management & Technology
New Delhi
B.Tech. - Mechanical Engineering
Bundelkhand University
Diploma - Mechanical Engineering
Government Polytechnic