GURJEET SINGH
GURDASPUR
Summary
With 19 years of experience in part manufacturing, assembly, and customer service, consistently delivering high-quality performance in various customer support roles. Expertise lies in mentoring team members to provide exceptional service and fostering team morale through effective communication and positive performance feedback. Skilled at defusing customer dissatisfaction and adept at managing competing priorities, consistently achieving superior results.
Overview
19
19
years of professional experience
Work History
Regional Customer Support Manager- RO Gurgaon
Tata Motors
12.2022 - Current
- Implementation of service digital initiatives to SSO and workshop, providing regular feedback to the manufacturing teams on products and improving the quality, as per prescribed targets and guidelines, policies and timelines.
- Data analysis for revenue growth and opportunities missed by channel partner.
- Proactive Reduction of failure to capture with Missed Scheduled opportunities.
- Establish 37 Dealer CSC and 01 REGIONAL CSC for proactive tracking of 4.5 Lakhs connected vehicles under Digitalization
- Service Network development LOI/COB , Ancillary setup, Bay augmentation, Hub model as per Heat Map.
- To ensure customer satisfaction, service delivery and profitability at dealership/TASS.
- Implementation and tracking for TAT reduction activities and better service experience to the customer for retention and set bench mark for repeat buyer of Brand.
- Implementation of Service charter and training to CSMs
- Driving project for reduction in repeats visits of vehicles to workshops
- Successful implementation of workshop automation & QRT
- Ensuring trained manpower at dealership/TASS by providing training support & sending mechanics to training centre for recommended training
- Ensuring quality CIR to RTSMs and plant for proper investigation
- Assisting in modernization of dealership/TASS to improve processes and customer experience
- Ensuring timely delivery of DAC vehicles by coordinating with inter & intra region stakeholders
- Designing and executing service campaigns and customer meets as per the requirement and potential in the territory for increasing workshop profitability
- Audit the service processes to ensure compliance
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Sr. Manager – Field Services - SSO J&K, HP & Panj.
Tata Motors
04.2017 - 12.2022
- To ensure customer satisfaction from the services provided by dealership/TASS, providing regular feedback to the manufacturing teams on products and improving the quality, service delivery and profitability at the dealership/TASS as per prescribed targets and guidelines, within the framework of company policies and timelines
- Imparting BS-6 training to workshop team, customers and their drivers
- Ensuring trained manpower at dealership/TASS by providing training support & sending mechanics to training center for recommended training
- Coordinating with Defense and Para-military for manpower training and field services in J&K, Punjab and Himachal Pradesh
- Assisting in modernization of dealership/TASS to improve processes and customer experience
- Ensuring the Service Network development
- Ensuring the special tools availability and training the manpower on its use
- Ensuring timely delivery as per prescribed processes by ensuring availability of parts, trained manpower with proper estimation of cost and time frame
- Assisting the dealers in conducting the service campaigns and customer meets as per the requirement and potential in the territory for increasing workshop profitability
- Providing onsite & door step service to customers
- Audit the service processes to ensure compliance
- Adoption and implementation of new technologies to facilitate faster turn around and good customer experience
- Continuous monitoring of customer satisfaction through post service feedback and taking necessary action
Manager – Technical Services Dept.
Tata Motors
08.2011 - 03.2017
- Responsible for Engineering changes for all TATA Prima trucks, tippers, cargo and army vehicles
- Responsible for New product implementation end to end
- Responsible for analysis of design changes / modifications and creating / circulating EPA documents
- Circulating Retro-kit BOM to Service dept
- For immediate resolution of field failure issues
- Active CFT member of QRT (Quick Response Team) & service meeting for TATA PRIMA Vehicle
- Confirmation series & New Product Introduction for TATA PRIMA vehicle
- Generating new ideas & Implementing for cost reduction & Complexity Reduction - Value Engineering
- Giving the on job training to concerned people for Assembly/ Fitment of newly designed components
Sr.Engineer – Engineering change Management & New Product Development
M/S FEDERAL MOGUL INDIA LTD
07.2010 - 08.2011
- New Project planning and implementation of zero series, SOP vehicles
- Assumes the responsibility of Technical Review with Customer with regards to New Product Development & required changes in product Design suitable for Process requirement & for reducing part cost (Value Analysis/Engineering)
- Accountable for New product development at In-house & at vendor end (gears, rotors valve seat & guide)
- Held responsible for designing accessories for facilitating tool interchangeability of various presses
- Supervision of PPAP documentation (Control plan, Process FMEA, PFD, BOM, Process & Tool layouts)
Engineer – NDP & ECM( GREENFIELD Project)
GURU NANAK AUTO ENTERPRISES (EOU) LIMITED
08.2006 - 07.2010
- 04- New product development for Turkey-Ford, 14-for Arvin Meritor of Projects 17x and 18X with forging & machining process, for transmission of heavy commercial vehicles/
- 04 Axle for Brazil Army for there Iveco LMV-BR 2
- Co-ordinate for Die design for Direct Drive Press route & Up-setter (closed die forging)
- To prepare the documents for PPAP, PFMEA, APQP & ECN to meet the customer requirements
- Co-ordinate for the New Development of Inspection Fixtures, Face drive designing as per component
- Preparation of Process Flow Diagrams, PFMEA, Control Plans, Work Instructions & Process Plans
Education
MBA - Foreign Trade And International Business
INDIAN INSTITUDE OF FOREIGN TRADES
New Delhi, India04-2025
MBA - Masters of Business Administration in Operation
Symbiosis Centre For Distance Learning
Pune06.2011
B-Tech - Production Engineering
GOVERMENT College of Engineering And Technology
GURDASPUR06.2006
12th - Non Medical
Govt. Senior Secondary School
GURDASPUR06.2002
10th - HIGH SCHOOL
K.V.S Tibri Cantt
GURDASPUR05.2000
Skills
- Network Development
- Strategy for Dealer Profitability
- Service marketing
- Business Analysis
- Digitalization Initiatives
- New Product Improvement
Timeline
Regional Customer Support Manager- RO Gurgaon
Tata Motors
12.2022 - Current
Sr. Manager – Field Services - SSO J&K, HP & Panj.
Tata Motors
04.2017 - 12.2022
Manager – Technical Services Dept.
Tata Motors
08.2011 - 03.2017
Sr.Engineer – Engineering change Management & New Product Development
M/S FEDERAL MOGUL INDIA LTD
07.2010 - 08.2011
Engineer – NDP & ECM( GREENFIELD Project)
GURU NANAK AUTO ENTERPRISES (EOU) LIMITED
08.2006 - 07.2010
MBA - Masters of Business Administration in Operation
Symbiosis Centre For Distance Learning
B-Tech - Production Engineering
GOVERMENT College of Engineering And Technology
12th - Non Medical
Govt. Senior Secondary School
10th - HIGH SCHOOL
K.V.S Tibri Cantt
MBA - Foreign Trade And International Business
INDIAN INSTITUDE OF FOREIGN TRADES
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