Faizan Sayed
After Sale Service Professional
Lucknow
Summary
Results-driven professional with over 24 years of experience in After Sales Service, specializing in Product Support and Customer Care Operations & Spare parts business. Proven track record of enhancing dealership development through effective training, inventory management, and customer-centric strategies that drive profitability and service absorption ratios. Strong analytical and problem-solving skills, complemented by a commitment to quality improvement and organizational growth, facilitate successful collaboration with American and global teams. Seeking a leadership role to leverage interpersonal skills and strategic vision to establish and grow the Tractor & Equipment business on a global scale.
Overview
26
26
years of professional experience
Work History
Head Spares & Oil Business
Mahindra & Mahindra Farm Division
11.2024 - Current
- Financial Performance: Owning the profit and loss (P&L) statement for the business, developing annual operating budgets, monitoring costs, and ensuring healthy margins.
- Strategy & Business Development: Formulating and executing sales and marketing strategies, identifying new product introduction opportunities, conducting market analysis, and expanding market penetration. Self-motivated, with a strong sense of personal responsibility.
- Sales & Channel Management: Setting and achieving spares sales targets, managing key distributor and dealer relationships, developing incentive programs, and overseeing the field service team.
- Supply Chain & Operations: Working closely with the entire supply chain team, including demand forecasting, sourcing, inventory planning and optimization, warehousing, logistics, and distribution, to minimize stockouts and obsolescence.
- Supplier and Vendor Management: Building and maintaining strong relationships with manufacturers and suppliers, negotiating contracts, evaluating performance, and ensuring timely delivery and quality of parts.
- Team Leadership: Recruiting, hiring, training, mentoring, and leading large teams across different functions to achieve departmental and company goals.
- Customer Satisfaction: Ensuring high levels of customer satisfaction and loyalty by maintaining product availability, quality, and responsiveness to customer needs.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Resolved problems, improved operations and provided exceptional service.
DGM - Quality & Warranty
Mahindra USA - MAGNA
06.2019 - 10.2024
- Since June 2019, I have been working as an expat in Mahindra USA MAGNA, as DGM - Quality & Warranty in Mahindra USA Inc. Based out of Houston, Texas, leading Field Quality, handling dealer warranty approval and settlement, and supplier recovery for warranty failures.
Territory Manager – Marketing Product Support
John Deere Equipment Private Limited
09.2005 - 06.2008
- Joined Mahindra Farm Division in June 2008 in customer care team – worked as Customer Care manager across Pune Area office. Aurangabad & Hyderabad Area Office till May 2015.
- From June 2015 till Dec 2019 worked as a State Customer Care Manager in Mahindra & Mahindra Tractors, looking after Customer care operations for Gujarat State.
- QS-9000 & ISO-14000 organisation
Territory Manager – Marketing Product Support
L&T JOHN DEERE PVT LTD
06.2000 - 09.2005
- Joined L&T John Deere in June 2000 - Worked in Vehicle Assembly for setting up of Assembly stations and assembly processes for tractor assembly in India.
- Worked in John Deere Marketing - Product Support from March 2006 till June 2008 in Lucknow Area Office, making dealer capability for Sales and Service.
Education
Industry Integrated 4 Year Diploma - Mechanical Engineering
Larsen & Toubro Institute of Technology
Powai, Mumbai06-2000
Skills
SAS
Accomplishments
Have been consistently being rewarded with Quarterly Divisional awards by sector President for Outstanding business performance
Timeline
Head Spares & Oil Business
Mahindra & Mahindra Farm Division
11.2024 - Current
DGM - Quality & Warranty
Mahindra USA - MAGNA
06.2019 - 10.2024
Territory Manager – Marketing Product Support
John Deere Equipment Private Limited
09.2005 - 06.2008
Territory Manager – Marketing Product Support
L&T JOHN DEERE PVT LTD
06.2000 - 09.2005
Industry Integrated 4 Year Diploma - Mechanical Engineering
Larsen & Toubro Institute of Technology
Trainings
- Attended various training programs like;
- OSHA Training - USA.
- USA driving training and License.
- Parts Management Program
- Inventory Management system.
- Safety / First Aid Training
- Vehicle Assembly Training
- Forklift
- Fire fighting
- Management development program
- Introduction to QS-9000
Key Achievements in Mahindra USA INC
- Manages and develops team of Field Quality Engineers and Warranty Managers & Warranty Analyst for North America – USA & Canada. ( Team size – 10 American team members )
- Responsible for improving the Product quality by resolving field failure and warranty issues.
- Effective handling global tractor & Implement suppliers across – US, Korea, Japan, Mexico and closely working with M&M India Quality, Customer care & MRV team.
- Responsible for resolving product concern with Suppliers for timely closure of warranty projects thru improving the warranty cost and improved customer and dealer satisfaction.
- Ensuring State warranty regulations as per the State specific laws related to warranty settlement
- Successfully resolved more than 100+ critical warranty failures across all the global suppliers resulting in reduced warranty cost & improved customer & dealer satisfaction.
- Working with accounts team for timely warranty claim payments to the dealers.
- Coaching and training the team on competency development for future growth & ready for next role.
- Established Competitive Warranty Benchmark study for tractors and Implements for North American market and launched best in class product warranty for OJA tractors along with attachments and implements.
- Warranty Spend reduction cumulative by 9.1 million USD in last 5 years thru collaborative working with all stake holders & Suppliers for timely execution & completion of Key warranty projects.
- The number of warranty claim improvement by over 150% through collaborative working and agility with all stake holders in MAGNA & Global Suppliers thus resolving product concerns and improved dealer and customer satisfaction.
- Improvement in supplier warranty recovery in last 5 years from 62% to 80%. Supported to Improvement MAGNA PNL.
- Exhibit Bold behavior in timely execution and process enhancement of Warranty claim Processing from more 30 days settlement time to 98% within 3 days & 100% within 7 days resulting improved dealer satisfaction PAN North America related to warranty settlement & payments.
- Strategic orientation in developing online portal-based supplier recovery system, for real time and error free settlement of Supplier claims.
- Innovative Approach – Implementation of Engine Exchange program – for warranty failures resulting to Cash Payout reduction .
- Exclusive Automotive product line - Roxor Warranty module developed and launched for all dealers across North America .
Key Achievements in Mahindra & Mahindra Ltd – Farm Division
- Responsible for dealership development by training of service manpower, systems and service promotional activities like service camps, customer meet.
- Hands on experience in problem diagnosis and handling customers in field.
- Handling warranty complaints, audits and settlement thru HO .
- Responsible for driving field actions for Improving CSI .
- Manages and develops team of Customer Care Managers to deliver the Customer Care responsibilities for the State of Gujarat.
- Responsible for Driving CSI actions at Dealerships across the State .
- Responsible for taking up the product concern with product support team for warranty projects.
- Is responsible for After Sales Revenue and Customer Care operations end to end.
- Successfully made Prototype Yuvraj 215 Narrow track Tractor at Rajkot Dealership the same was development and launch as Yuvraj narrow track 215 helped Market share increase in Gujarat & Pan India .
Key Achievements in John Deere
- Core Team member in Assembly of First JD Tractor in India & setting up Tractor Assly line in L&T –John Deere.
- Responsible for Tractor assembly line for pre paint. Handled and coached a team of 20 Associates.
- Have played a major role in reducing the cycle time per tractor from 10 mins to 7 mins.
- Have handled Paint shop production in addition to assly line for 1 year.
- Responsible for development of service network, handling warranty complaints / settlements and field customer complaint resolution.
- Responsible for product field trails and establishing New Products.
- Established John deere product in market by effective demonstration and trails .