Ch. Venkateshwarlu
Bengaluru
Summary
Dynamic and results-driven automotive professional with over 30 years of comprehensive experience in after-sales service operations, customer satisfaction, and service network development. Currently heading the After Sales Service division, leading large cross-functional teams to drive operational excellence, enhance service KPIs, and ensure end-to-end customer lifecycle management.
An alumnus of IIT Delhi, bringing a strong technical foundation and analytical acumen to optimize service processes, implement cutting-edge diagnostic solutions, and drive cost efficiencies. Proven track record in developing robust service strategies, expanding service networks, improving warranty management, and deploying digital tools for enhanced service delivery.
Adept at stakeholder engagement, training and development, and setting up scalable systems to elevate customer experience and brand loyalty in highly competitive markets.
Overview
32
32
years of professional experience
Work History
Head - Group Wty -Zonal Service – South- Tech Support
Greaves Electric Mobility
01.2023 - Current
- Expertise in pre-sale and aftersales, Field Service Management, scheduling, maintenance, repairs, overhauls, Contracts, Service BOM, , Service Analytics, workshop Repair, Warranty, Service / Aftermarket Parts, IOT and Service System Integration.
- Currently handling SAP, Sales force development and integration for Greaves Electric 2W Group
- Currently handling Excellon development for Greaves 3-wheeler project.
- Business process modeling, bifurcations, design and analyze, market comparison
- Project/module planning, analysis, design, implementation, user acceptance testing, maintenance, enhancement.
- Completely in charge of warranty management for 2W, 3W, and E Rickshaw.
- Completely in charge of south zone after sales operations.
- Warranty reclaims management. - P2P and credit notes- labour-parts- freight.
- Conducting weekly meetings with departments based on the input from respective stakeholders
- Settlement of the FSC coupons / special camps claims settlement.
- Designing of the dealer workshops as per the projected load in coordination with DD.
- Designing of the dealer workshop tools and equipment as per the projected load
- Defining the signages, internal and external as per GEM norms
- Defining the service process for dealers to follow onsite and off site
- Defining the manpower requirements as per the projected loan
- Identification of the vendors /suppliers for GEM recommended tools and equipment’s supply
- Defining the dealer performance monitoring KPI
- Monitor and roll out the vendor for Extended warranty /RSA/AMC/ special packages for B2B / service packages
- Customers connect programs like promotional activities, seasonal campaigns, customer engagement programs etc.
- Be a part of the new vehicle testing / methods/ TFR analysis/ CFT Discussions
- Reclaim management/ process /implementation.
- Competitor analysis/ survey on warranty labour rates/ sublet rates/ parts rates
- Annual Budget plannings/ retro budgets
- Supplier agreements and process implementation.
- Updating/ modifying the warranty systems to business requirement.
- Recommending for recall / retro fitment/ field upgradation to management- tracking and monitoring
- Retro configuration in DMS/ tracking.
- New product readiness in DMS- Labour / part master/ parts category / groupings
- Service packages design/ implementation in DMS for tracking.
- Vehicle serviceability study / maintainability /accessibility study.
- Responsible for zone CPTV/CRT/CSI/NPS
- Digital marketings /Campaign promotions
- Responsible for seasonal / National campaigns
- Designing the recognition programs for dealer/ field team for the top sellers
- Technical discussion with external stake holders/ Suppliers/ service providers/vendors
- Scrap management of the defective parts/ endurance vehicles
- Zone spare parts target dealer wise settings
- Implementation of the policies and procedures
- Zone B2B service agreements/ handling clients /Fleet customers / on site service planning / trouble shooting /
Head- Tech Support & Wty- (ICE&EV-Domestic & Export)
Piaggio Group India
12.2020 - 01.2023
- Responsible for driving, owning, and following up the budget.
- Shall be responsible for technical campaigns/budgets approvals etc.
- Drive the development and delivery of solutions for field issues. (Repair and technical information solution, spare parts solution, Diagnostic solution, Service Market Logistics solutions).
- Creation of Service Masters and Warranty Masters for new models.
- Identify the need of special tools, tools development and cost competitive and timely availability for channel.
- Develop and prepare owner’s manuals, service station manuals/ flat rate manual/ spare parts catalogue validation, ensure child parts availability.
- Timely updating of product feedback to the network.
- Issue wise status update to the field team on scheduled basis and preparation of circulars for filed communication.
- New product team: Vehicle testing/ TFR monitoring/vehicle registrations/Insurance renewals.
- Test vehicle sale /auction/ disposals etc.
- New product launch preparation/ readiness.
- Ensure settlement and credit against dealer claims for PDI / FSC and Warranty, vehicle, and vendor defective parts reclaim.
- Analyze the overall product defect trend / field performance feedback, per vehicle warranty cost, top contributing parts in warranty cost, epidemic failures etc. with the help of cross functional teams for taking corrective actions and eliminating product problems.
- Manage total warranty claims processing system, warranty masters, vendor agreements related to warranty reclaim and warranty MIS.
- Optimize the Vendor reclaim policy / procedure and finalize service policies, Product FRTs, etc.
- Defective material management process/ scrap/ dealer return/ etc.
- Ensure serviceability study before new product launch and ensure corrective actions before product launch.
- Responsible for ISO standards.
Regional Customer Care Head - South
Piaggio Group India
12.2014 - 11.2020
National Head-Service & Spares (Passenger car)
Premier Limited
02.2012 - 11.2020
National -Fleet Head - Vehicle & Dealer Development
GVKEMRI (108 Services)
06.2008 - 02.2012
Train the Trainer /Service Manager
Concorde Motors(I) Ltd
04.2006 - 06.2008
- Company Overview: A TATA Group
- A TATA Group
Service Advisor
Automotive Mfrs(P) Ltd
09.2002 - 02.2006
Floor In charge
Saboo Enterprises
09.1993 - 09.2002
Education
EV/Hybrid Technology - Electrical Engineering
IIT – Delhi
Delhi04-2025
B Tech -
BITS Pilani-Hyderabad
07-2025
B B A -
Symbiosis Management Institute
01.2014
Diploma In Automobile Engg -
State Board of Technical Education
01.1993
S S C -
State Board of secondary Education
01.1989
Skills
- After Sales Domain SPOC - sales force(2W) , SAP, MDM Portal and excellon(3W)
- Electric vehicle technology
- Warranty management
- Training
- Customer relationship management
- Technical support
- Data analysis
- NPS
- Spare parts distribution and management
- Service process design
- Digital marketing
- Documentation and reporting
- Workflow management
- Warranty claims process management
- Call center operations
- CRM software
- Service scheduling
- Service contracts
- Internet of Things (IoT)
Accomplishments
- Internal JDP score achieved @98% among 8 dealerships at Concorde Motors.
- Successfully launched 600 new ambulances in 2008-09 within the span of 8 months in 6 states.
- Successfully developed and introduced TATA 407 ambulance in GVKEMRI AP fleet.
- Successfully developed and introduced TATA WINGER ambulance in GVKEMRI AP fleet.
- Developed THREE exclusive service centers for Force Motors in AP.
- Developed THREE major Ambulance fabricators across the country.
- Developed 40 Service centers (PASS) in ONE year for Premier Limited.
- Achieved 15 lakhs to 50 lakhs spares billing within 3 years 2017 to 2020 within region.
- Achieved CSI from 80% to 85% within a year – 2018 to 2019 within region.
- Spares/accessories business developed from 15 lakhs per month to 50 lakhs per month in the region.
- Achieved 16 cr warranty reclaim within 12 months of joining.
Awards
- Best performance award by Piaggio for the Month - April 2019.
- Shabashi award by Piaggio for the year 2018.
- GVKEMRI Excellence award for the year 2009-2010.
- Best Service Advisor awards for the year 2005.
- Best Supervisor award for the year 2004.
Disclaimer
I, Venkateshwarlu C, currently serving as Lead – Warranty/Tech Support/South Zone Operations under the supervision of Punnaivanam S, hereby declare that the information provided in my professional profile is true and accurate to the best of my knowledge. I am committed to upholding the values and responsibilities of my role and contributing positively to the organization.
Personal Information
- Number of Children: 2
- Date of Birth: 02/10/74
- Gender: Male
- Marital Status: Married
Timeline
Head - Group Wty -Zonal Service – South- Tech Support
Greaves Electric Mobility
01.2023 - Current
Head- Tech Support & Wty- (ICE&EV-Domestic & Export)
Piaggio Group India
12.2020 - 01.2023
Regional Customer Care Head - South
Piaggio Group India
12.2014 - 11.2020
National Head-Service & Spares (Passenger car)
Premier Limited
02.2012 - 11.2020
National -Fleet Head - Vehicle & Dealer Development
GVKEMRI (108 Services)
06.2008 - 02.2012
Train the Trainer /Service Manager
Concorde Motors(I) Ltd
04.2006 - 06.2008
Service Advisor
Automotive Mfrs(P) Ltd
09.2002 - 02.2006
Floor In charge
Saboo Enterprises
09.1993 - 09.2002
EV/Hybrid Technology - Electrical Engineering
IIT – Delhi
B Tech -
BITS Pilani-Hyderabad
B B A -
Symbiosis Management Institute
Diploma In Automobile Engg -
State Board of Technical Education
S S C -
State Board of secondary Education
Similar Profiles
Anwar AhmadAnwar Ahmad
Manager – Trade Marketing | PAN India at Greaves Electric MobilityManager – Trade Marketing | PAN India at Greaves Electric Mobility
Sathish GovindarajanSathish Govindarajan
Principal Engineer - Integrated Cluster Design at Greaves Electric Mobility PVT LtdPrincipal Engineer - Integrated Cluster Design at Greaves Electric Mobility PVT Ltd
Rishika ChomalRishika Chomal
Digital Marketing Manager at Greaves Electric MobilityDigital Marketing Manager at Greaves Electric Mobility
Prabhanjan PadakandlaPrabhanjan Padakandla
Client Services Lead Associate at Yahoo! Inc.Client Services Lead Associate at Yahoo! Inc.
Rakshith Yogamurthy MakkinniRakshith Yogamurthy Makkinni
Construction Manager at YGR CorpConstruction Manager at YGR Corp