Jainender Dewatwal

• July 2022 – Present (Kochi Branch): Leading after-sales and dealer development across Kerala & Tamil Nadu (3 dealerships).
• Sep 2021 – June 2022 (Patna Branch): Managed after-sales service operations across Bihar & Jharkhand (4 dealerships).

Team: 3 direct reportees

· Led product support and dealer development activities across assigned multi-state territories.

· Owned and monitored service KPIsincluding MTTR, CSI, Paid Service, and ASC.

· Conducted technical analysis of product failures and ensured corrective and preventive actions in coordination with plant and vendors.

· Improved dealer service profitability through focused enhancement of service absorption parameters and workshop productivity.

· Delivered technical training to dealer service engineers and customers to strengthen field capability and reduce repeat failures.

· Executed service marketing initiatives, including workshop marketing and mobile workshop promotion, to improve customer reach.

· Planned and executed parts inventory strategy and promotional initiatives to support service effectiveness and revenue.

· Drove attachment sales and promotional programs to enhance machine utilization and aftermarket contribution.

· Conducted customer meets and operator meets as part of market development and customer engagement initiatives.

· Engaged with Key Account / Business Account customers, addressed escalations, and ensured resolution of service concerns.

• Apr 2021 – Aug 2021 (Bhubaneswar): Worked as Branch Service Manager Led customer support operations for Odisha.
• Apr 2018 – Mar 2021 (Delhi): Worked as Branch Service Manager, Managed service operations across Delhi NCR, Haryana, Uttarakhand, and Western UP.

Team: 8–10 direct reportees

· Led channel partner engagement and dealership operations, with a strong focus on dealer profitability and operational effectiveness.

· Managed direct OEM service support for mining customers operating 40-ton and above machines, ensuring high uptime and reliability.

· Monitored service, parts, and marketing performance parameters, including promotional schemes, and worked with field teams to improve product life and service outcomes.

· Guided and ensured timely closure of critical customer complaints, providing technical leadership and direction to the field service network.

· Drove service and parts revenue growththrough AMC, MSC, and mobile workshop initiatives.

· Monitored warranty claims, PDI/MSI, MTTR, MOT, response time, and manpower utilization at dealerships, coordinating with plant and support functions for speedy resolution of escalated product issues and feedback closure.

· Engaged with Key Account / Business Account customers and conducted site-level technical training for dealer staff to improve service capability and customer confidence.

• Drove sales promotion of genuine spare parts to achieve targets through preventive maintenance programs and condition-based monitoring initiatives.
• Directed, monitored, and coordinated retail and dealer staff operations, establishing structured processes to boost spare parts sales and support business expansion.
• Drove attachment sales and promotional programs to enhance aftermarket contribution.
• Monitored inventory control performance, identifying and reducing dead inventory, while ensuring effective cash handling and stock reconciliation.
• Reviewed sales and inventory data to prepare reports for budgeting, forecasting, and management decision-making.
• Monitored market activities and customer behavior to understand demand patterns and align parts supply and sales strategies accordingly.
• Delivered training programs for dealer personnel to enhance sales capability and improve operational knowledge of daily parts operations.

• July 2009– Mar 2012 (Udaipur Branch): Supported service operations for South Rajasthan. (2 dealerships)
• Apr 2012 – Mar 2016 (Jaipur Branch ): Managed after-sales service operations across Rajasthan districts (2 dealerships)
• Supported dealer operations and coordinated with OEM service teams to provide direct service support for large mining-class machines (40-ton and above).
• Delivered after-sales service support for the complete range of construction and earthmoving equipment manufactured by the OEM.
• Managed customer after-sales service activities, including equipment commissioning, scheduled maintenance, and troubleshooting, through dealer service teams.
• Handled warranty administration, including processing and closure of dealer warranty claims in line with OEM guidelines.
• Led end-to-end service process management using SAP, covering machine installation, maintenance of machine history records, failed parts dispatch, and spare parts order creation.
• Conducted training programs for customers and dealer teams on machine operation, service practices, and maintenance procedures.