KAPIL SARASWAT
Aligarh
Summary
Competitive Senior Customer Service Engineer with 6 years of success in Automobile and Automotive industry. Driven to increase Sales and Market share through strategic Service management. Highly skilled at building and maintaining strong professional relationships. A team player and Commited to meet customer needs and retention while achieving company goals.
Overview
7
7
years of professional experience
Work History
Regional Service Coordinator (OE North)
Exide Industries Ltd
New Delhi
12.2023 - Current
- Taking care of North Zone Service Operations over 8 Northern States of India catered to OEMs, OEM franchisees & IB Customers. Interface & coordination between Service and R&D, Technical Team, QA, OEM Marketing and Sales functions. Conduct CBS study along with R&D Team at OEMs prior to New Vehicle launch. Manage strategic key accounts.
- Assist Service Operations at Head-Office and OEM plants for product quality assurance.
- Monitor and improve the quality of service delivery to the customers.
- Service Network expansion over the North Zone.
- Develop the competency of the field service team through continuous coaching and training measures.
- Analyze and improve the service operations performance.
- Ensure achieving Zonal Service revenue monthly achievement through proper planning. Monitor and improve Zonal performance through review.
- Align regional teams Global/National initiatives and implementation strategy.
- Conducts Scheduled meetings with OEM plant teams, R&D teams, QA and Field Service teams to address and resolve the technical difficulties at Zonal and National level.
- Collaborated with other departments to coordinate and streamline zonal services processes.
- Created reports summarizing customer feedback, operational performance, and other relevant data related to regional/zonal services activities.
- Monitor the operational inventory of the parts in the regions of North Zone.
- Identified opportunities for cost savings within the region's service operations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Support sales team members to drive growth and development.
Senior Service Engineer(Area Service Incharge)
Exide Industries Ltd
New Delhi
04.2023 - 11.2023
- Service and channel Management: Area Service in-charge, responsible for Service operations, management and productivity, team management and people handling.
- Project execution and Implementation, Process Orientation, Inventory Management, Parts management.
- Warranty Management, Dealer Management, Dealer Profitability, Service Network Expansion.
- To analyze and improve the service retention data, Competitor companies data collection and analysis.
- To Ensure the Dealer/WS Business in terms of Nos of Job cards and revenue achievement against the targets.
- Vendor audits, ISO Audit, TS audits, Internal Audits, Safety Audits...
- Product support and product improvement, Parts failure mode analysis, Technical Analysis, Development of various useful SOPs(Standard operating procedures) for the smooth and safe mode daily operations execution, Sales support....
- Dealer people training, Client/Customer handling as per dealer point (CSI)
- To Conduct Service promotion Activities like Service camps & Customer meets.
- Product launching supports in the market.
- Identified root cause of system malfunctions and implemented corrective action to prevent recurrence.
- Performed preventive maintenance tasks including upgrades, patches, configuration changes and troubleshooting.
Senior Service Engineer(Area Service Incharge)
Lucas Indian Service Ltd
Haryana
12.2021 - 03.2023
- Created detailed customer service reports to track progress in improving customer satisfaction.
- Resolved escalated customer complaints in a timely manner.
- Service and channel Management: COCO Work-shop in-charge, responsible for COCO operations, management and productivity.
- Warranty Management, Dealer management & Dealer people training, Vendor dealing and management, Service and Marketing over the wide range of products.
- Client/Customer handling as per dealer point.
- Product support and product improvement, Parts failure mode analysis, Development of various useful SOPs(Standard operating procedures) for the smooth and safe mode, Daily operations execution, Sales support....
Service Engineer
Ashok Leyland Ltd
New Delhi
05.2017 - 11.2021
- Vehicle complaint diagnosis technically, Workshop management, people handling, dealer handling, team management.
- Process Orientation, Plant/Workshop utility Management, Vendor audits, ISO Audit, TS audits, Internal Audits, Safety Audits.
- Warranty Management, Dealer management & Dealer people training, Vendor dealing and management, Product support and product improvement.
Education
Advance Program - Advance Electric Vehicle(EV) Technology
Advance Program in Electric Vehicle(EV) Technology
IIT Delhi05-2024
ECP in Product And Brand Management - Product Management
Indian Institute of Management Amritsar
Amritsar08.2023
BTech - Mechanical Engineering
Uttar Pradesh Technical University
Lucknow 06.2017
Skills
- self-motivated
- Enthusiastic and Energetic to learn more
- TAT (Turn Around Time Mgmt)
- Team Management
- Innovative, logical and analytical sharp mind
- Result oriented
- Negotiation skills
- Technically Sound
- Sincere Hard-working
- Soft skills: SAP, MS office
- Customer Service
- Good confidence
- Ability to learn more and hard work
Languages
Hindi
Proficient
C2
English
Proficient
C2
Timeline
Regional Service Coordinator (OE North)
Exide Industries Ltd
12.2023 - Current
Senior Service Engineer(Area Service Incharge)
Exide Industries Ltd
04.2023 - 11.2023
Senior Service Engineer(Area Service Incharge)
Lucas Indian Service Ltd
12.2021 - 03.2023
Service Engineer
Ashok Leyland Ltd
05.2017 - 11.2021
Advance Program - Advance Electric Vehicle(EV) Technology
Advance Program in Electric Vehicle(EV) Technology
ECP in Product And Brand Management - Product Management
Indian Institute of Management Amritsar
BTech - Mechanical Engineering
Uttar Pradesh Technical University
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