Gourav Sharma

Dynamic Customer Care Manager with extensive experience at Swaraj Division M & M Ltd, excelling in diagnostic skills and customer relationship management. Proven track record in product feedback analysis and field troubleshooting, driving improvements in service quality and customer satisfaction. Committed to enhancing dealer management and optimizing inventory processes.

• Conduct on-the-job training for dealership manpower, including installers, technicians, service advisors, and telecallers
• Facilitating the setup of new dealers for spares, service, infrastructure, tools, manpower, facilities, and dealer spare part planning
• Resolution of critical customer complaints and field issues: troubleshooting at dealerships
• Product feedback to HO, field failure, and suggestions by PTR
• Timely product feedback on new launches, like CRDe and Smart Connect Technology
• Coordinate field trials for new products, design modification, and monitoring, and report/investigate early hours failures
• Conduct warranty claim audits at dealers as per warranty claim criteria, checklists, and implement actions to address gap areas
• To promote sales of parts, lubes, and tractor planning and execution service camps, local mechanic meets, and customer meet events, advertisements, promotional incentive schemes, etc
• MIS reports review and action dealer-wise – service, spares, and business parameters

• Awarded F’18 Best Customer Care Manager Award in Zone.
• Awarded F’19 Mahindra Yellow Belt QC Story Project on Dealer Inventory Management.
• Awarded Dronacharya Award for winner in F24 Sparks 5.0.
• AFS Award for Handling Critical field concerns by CEO Mr. Harish Chawan in F24.

• Gaining new experiences & knowledge
• Travelling & Exploring rural areas
• Facing challenges to find their solution with full excitement & enthusiasm
• Listening to podcasts
• Gardening

• Father's Name: Kuldeep Sharma
• Date of Birth: 09/08/92
• Marital Status: Unmarried