Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
LANGUAGES
Hobbies and Interests
Training
Timeline
Generic
GAURAV PANDE

GAURAV PANDE

Bengaluru

Summary

With over 15 years of proven expertise in Customer Satisfaction & Management, I excel in representing the company and nurturing business relations. I effectively manage service areas while aligning with strategic guidelines. My focus remains on maintaining service quality, customer satisfaction, and profitability, fostering a customer-centric approach. Skills include team collaboration, empathy, interpersonal finesse, process enhancement, competitive analysis, customer retention, service operations, market research, and proficiency in MS Office.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Vehicle Validation & Integration Engeneer

Zeno Moto India Pvt Ltd
08.2024 - Current
  • Led vehicle integration of mechanical, electrical, and software subsystems, ensuring seamless system compatibility and functionality.
  • Developed and executed Design Verification Plans (DVPs) for 2W electric vehicles covering performance, durability, and safety tests.
  • Conducted end-to-end validation tests (range, speed, braking, suspension, gradient, thermal, vibration, and durability) and analyzed results for improvements.
  • Diagnosed and resolved system-level issues during integration and testing using structured problem-solving (RCA, 8D methods).
  • Worked with cross-functional teams to implement corrective and preventive actions on vehicle design and validation gaps.
  • Prepared fitment and dimensional check reports for chassis, suspension, battery tub, wiring harness, seat latch, and other critical parts.
  • Supported homologation testing by ensuring compliance with AIS/CMVR standards for electric 2W.
  • Collaborated with suppliers to validate and troubleshoot VCU, MCU, BMS, harness, and brake systems before production release.
  • Maintained complete documentation of test reports, validation plans, and integration status for stakeholder reviews.
  • Suggested process improvements that reduced validation cycle time and improved testing efficiency.

Area Service Manager

Tork Motors Private Limited
06.2022 - Current
  • Managed entire Maharashtra operations and led a team of 46 to ensure maximum customer satisfaction.
  • Diagnosed bikes using various technical tools including GTK, ION, PCAN, & Maxwell cloud.
  • Handled dealer's and customer escalations, and managed service feedback efficiently.
  • Acted as the vital link, bridging coordination between the HQ team and dealers to swiftly address service-related issues at the grassroots level, ensuring seamless resolution and operational efficiency.
  • Made strategic decisions on behalf of management to boost operation efficiency.
  • Promoted value-added services and managed state-wide service camps and spare parts distribution.
  • Trained team members, ensuring they are up-to-date with the latest technical knowledge.
  • Personally visit all locations across Maharashtra, engaging with 10 dealers to ensure meticulous adherence to service standards and cultivate enduring business relationships.
  • Managing RSA (Road Side Assistance) operations for the company nationwide.
  • Oversaw COCO (Company Owned Company Operated) service center operations in the absence of the Service Manager.
  • Maintained a stellar CSI (Customer Satisfaction Index) record of 82%, showcasing adept management of both customer and dealer feedback, ensuring exceptional service standards and robust dealer satisfaction.
  • Coordinate with the State Government team to manage state subsidy processes.

Service Manager / EC Manager

B. U. Bhandari (Authorized Dealer for Sales & Service) of Ather Energy
10.2020 - 05.2022
  • Promoted to EC Manager from Service Manager after exceptional performance.
  • Managed high-value customer concerns to ensure satisfaction.
  • Maintained robust MIS for effective performance tracking.
  • Coordinated with sales and after-sales teams for swift issue resolution.
  • Executed strategic decisions to enhance overall customer experience.
  • Adhered to escalation matrix for efficient handling of complaints.
  • Liaised with technical experts and department heads for prompt issue resolution.
  • Provided daily sales and after-sales reports for transparent communication.
  • Managed Customer Satisfaction Index (CSI) for continuous improvement.
  • Conducted thorough analysis of post-delivery customer feedback.
  • Facilitated seamless coordination across departments for customer touchpoints.
  • Provided valuable feedback to sales and after-sales departments.
  • Conducted comprehensive training sessions for new joiners.
  • Maintained detailed reports for escalated cases to ensure high-level attention.

Service Manager

My Wings (Authorized Dealer for Sales & Service) of Honda Motorcycles and Scooters India Pvt. Ltd.
01.2017 - 09.2020
  • Served as Service Head at My Wings from January 2017.
  • Coordinated with various departments to resolve customer queries, enhancing customer experience.
  • Managed customer/client grievances related to vehicle usage.
  • Planned, organized, led, and controlled service management operations.
  • Ensured training, development, and retention of manpower.
  • Provided prompt corrective advice for workshop vehicles.
  • Ensured timely closure of customer complaints.
  • Maintained regular communication with OEM (Original Equipment Manufacturer).
  • Monitored complaint resolutions and oversaw warranty and goodwill cases.
  • Provided detailed monthly reports to the VP of Service, aiding in informed decision-making and structuring incentives for service employees.

Service Manager

Aaryan Motors (Authorized Dealer of Sales & Service) Bajaj Auto Limited
12.2007 - 12.2016
  • Managed the operations of the workshop, ensuring smooth functioning and resolving any issues that arose promptly.
  • Acted as the primary point of contact for both customers and employees, addressing their concerns and ensuring high levels of satisfaction.
  • Implemented strategies to enhance workshop profitability, including cost control measures and efficient resource utilization.
  • Oversaw workshop manpower management, including recruitment, training, and performance evaluation of staff members.
  • Made informed decisions regarding workshop warranty claims, balancing customer satisfaction with company policies.
  • Managed spare part inventory, optimizing stock levels to meet demand while minimizing excess inventory costs.
  • Provided comprehensive monthly performance reports and results to the Managing Director, highlighting key achievements and areas for improvement.
  • Monitored and evaluated complaint resolutions, ensuring timely and satisfactory outcomes for customers.
  • Oversaw warranty and goodwill cases, ensuring compliance with company policies and regulations.
  • Provided administrative support across all three branches, focusing on warranty management.

Education

Bachelor of Commerce -

Nagpur University
01.2011

Skills

  • Leadership
  • Organizational
  • Conflict Resolution
  • Communication
  • Customer Service
  • Decision Making
  • Strategic
  • Time Management
  • Industry Knowledge
  • Teamwork
  • Adaptability
  • Dealer Management
  • Problem-solving
  • Proficient in various Dealer Management Systems (DMS) Software

Accomplishments

  • Exceptional Service Milestone at My Wings Honda Successfully serviced 250 Honda vehicles in a single day and achieved the remarkable feat of delivering 210 vehicles on the same day, showcasing exceptional efficiency and dedication to customer satisfaction.
  • Electric Vehicle Sales Triumph at B. U. Bhandari Ather Pune Successfully facilitated the delivery of approximately 500 Ather electric vehicles on the occasion of Gudi Padwa, while concurrently achieving the milestone of selling 684 vehicles in a single month in Pune locations.

Certification

  • Sub Instructor Training Honda Motorcycles & Scooters India Pvt. Ltd.
  • Fire Safety Engineering Indian Institute of Fire Engineering

LANGUAGES

English Proficient
Hindi Proficient
Marathi Native

Hobbies and Interests

Movies: Enjoy watching movies, providing relaxation., Travel Enthusiast: Passionate about embarking on adventures and discovering new destinations., Music Enthusiast: Finding solace in soulful melodies.

Training

  • Final Inspection Honda Motorcycle & Scooters India Pvt. Ltd.
  • Works Manager Bajaj Auto Limited

Timeline

Vehicle Validation & Integration Engeneer

Zeno Moto India Pvt Ltd
08.2024 - Current

Area Service Manager

Tork Motors Private Limited
06.2022 - Current

Service Manager / EC Manager

B. U. Bhandari (Authorized Dealer for Sales & Service) of Ather Energy
10.2020 - 05.2022

Service Manager

My Wings (Authorized Dealer for Sales & Service) of Honda Motorcycles and Scooters India Pvt. Ltd.
01.2017 - 09.2020

Service Manager

Aaryan Motors (Authorized Dealer of Sales & Service) Bajaj Auto Limited
12.2007 - 12.2016

Bachelor of Commerce -

Nagpur University

Similar Profiles

CREATE PROFILE
GAURAV PANDE