JAYDEEP D. CHAVDA
Summary
Dynamic Customer Service Manager with over8 years of experience in the automotive and tire industries, specializing in technical troubleshooting, customer satisfaction, and team leadership. Proven track record in driving workshop revenue, managing high-performing teams, and ensuring quality and operational excellence. Adept at leveraging data analysis and providing training to enhance business growth and service delivery.
Overview
9
9
years of professional experience
Work History
Customer Service Manager (CSM)
VOLVO EICHER COMMERCIAL LTD
07.2024 - Current
- Manage operations across three dealerships, including Gujarat's highest revenue-generating dealership
- Drive customer satisfaction and workshop revenue through service, spares, and lube sales
- Monitor and improve JC & EOS responsiveness and QoC2.0 scores at HD focus workshops
- Conduct diagnostics and troubleshooting for BS4 & BS6 vehicles using advanced tools
- Lead warranty and workshop audits to enhance responsiveness and compliance
- Oversee retro campaigns and address fleet and key account management (KAM) queries
- Train service professionals to elevate technical proficiency and customer handling
Territory Manager - Service
JK TYRE & INDUSTRIES LTD
11.2020 - 07.2024
- Improved customer service index and satisfaction by elevating service standards
- Conducted product benchmarking, performance analysis, and feedback sharing with R&D teams
- Analyzed competitive data and generated actionable insights using advanced Excel functions
- Trained channel partners on technical aspects and ensured efficient claim process implementation
- Organized dealer promotional activities and managed developmental initiatives
Tech Coordinator to Area Service Manager (ASM)
TRISHUL AUTOLINK, MAHINDRA TRUCK & BUS DIVISION
07.2018 - 10.2020
- Prepared service and tire complaint reports for prompt claim approvals
- Improved service turnaround time (TAT) and arranged revenue-generating service camps
- Conducted root cause analysis (RCA) and facilitated warranty claims within M&HCV norms
- Coordinated workshop audits and managed recall campaigns effectively
- Supervised troubleshooting of BS4 & BS6 vehicles, ensuring timely issue resolution
Operations & Maintenance In-Charge
AUTOMOTIVE MFG PVT LTD (ASHOK LEYLAND)
05.2016 - 06.2018
- Directed workshop maintenance activities for multiple vehicles, meeting customer requirements
- Diagnosed and resolved technical failures, educating workshop teams on bulletins and updates
- Maintained daily call reports and conducted breakdown analysis for service improvement
- Trained a team of12 staff members on technical updates and operational protocols
Education
Master of Business Administration (MBA) - HRM
D.Y. Patil Vidyapeeth
01.2024
Bachelor of Engineering (B.E.) - Mechanical Engineering
Marwadi College of Engineering
01.2016
Diploma in Mechanical Engineering - undefined
Om Shanti Engineering College
01.2013
Secondary School Certificate (10th) - undefined
S.S.C
01.2010
Skills
- Customer Service Management
- Technical Troubleshooting (BS4 & BS6 Vehicles)
- Data Analysis & Reporting (SAP & MS Office)
- Warranty & Workshop Auditing
- Dealer Development & Management
- Team Training & Leadership
- Fleet & Key Account Management (KAM)
- Microsoft outlook, word, and Excel
Languages
Hindi
Advanced (C1)
English
Bilingual or Proficient (C2)
Accomplishments
- Best Service Engineer Award (2023) : Recognized as the top-performing service engineer in JK Tyre for delivering exceptional service standards and ensuring customer satisfaction.
- Premature Failure Modification Report: Developed and shared a detailed report on premature tire failure modifications, contributing to product enhancements and improved customer outcomes.
- QoC2.0 Excellence: Consistently achieved high scores for Quality of Care (QoC)2.0 at dealerships, demonstrating a commitment to operational excellence and superior service delivery.
Timeline
Customer Service Manager (CSM)
VOLVO EICHER COMMERCIAL LTD
07.2024 - Current
Territory Manager - Service
JK TYRE & INDUSTRIES LTD
11.2020 - 07.2024
Tech Coordinator to Area Service Manager (ASM)
TRISHUL AUTOLINK, MAHINDRA TRUCK & BUS DIVISION
07.2018 - 10.2020
Operations & Maintenance In-Charge
AUTOMOTIVE MFG PVT LTD (ASHOK LEYLAND)
05.2016 - 06.2018
Bachelor of Engineering (B.E.) - Mechanical Engineering
Marwadi College of Engineering
Diploma in Mechanical Engineering - undefined
Om Shanti Engineering College
Secondary School Certificate (10th) - undefined
S.S.C
Master of Business Administration (MBA) - HRM
D.Y. Patil Vidyapeeth
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