Microsoft (Excel PowerPoint Power BI)
Mehaboob Javali
Territory Service Manager (Deputy)
Mangalore,Karnataka
Summary
An enthusiastic professional, motivated to work hard & accept challenges with 10+ years of experience in Customer & Product Support and After sales Service in Automobile industry. Good reputation for resolving problems, improving customer experience & driving overall operational improvements. Recognized consistently for performance excellence & contributions to success. Motivated to learn, grow and excel.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
Territory Service Manager
TVS Motor Company Limited
Mangalore, Karnataka
Mar.2024 - Current
- Products Handled: Three Wheelers - Passenger & Cargo (3 wheelers) - ICE & EV
- Improved Service business of assigned dealerships by taking counter measures to increase free services redemption & overall service inflow.
- Improved service operational efficiency in workshop to improve profitability.
- Diagnosed critical technical issues.
- Improved CSI through service process audit & taken corrective actions to improve service standards at dealerships.
- Improved the capability level of dealer service team and given on the job training in areas of product knowledge, service repair standards, special tools, customer handling skills & customer satisfaction, updating of knowledge through SIB.
- Recovered dissatisfied customers & taken corrective actions.
Achieved parts target of dealerships/APS & ensured them for incentives and improved parts distribution in market. - Product feedback was given regularly to HO to improve product quality.
- Ensured availability of Trained manpower across network and controlled attrition.
Product Support Manager
John Deere India Private Limited
Pune, Maharashtra
Nov.2022 - Mar.2024
- Products Handled: Small & Medium Tractors, Construction & Forestry Machines.
- Based @ John Deere's Enterprise Technology & Engineering Centre (ETEC), Pune (Global support platform) and handled DTAC (Dealer Technical Assistance Centre) work queue of Report Only cases from Small Tractors (India), Medium Tractors
(Germany), Construction & Forestry machines (USA). - Supported factory teams in timely identification of field issues by coding & closing cases with quality information and by appropriate communications & escalations.
- Achieved DTAC enterprise metrics.
- Worked with cross functional teams - Engineering, Supply Chain, Manufacturing, Quality to come out with solutions for products issues.
- Supported automation of Report Only case processing for assigned workbaskets.
- Utilized Tableau Dashboards instead of manual reports to communicate stakeholders on the detailed cases summary, thus encouraged usage of live data insights.
Territory Customer Support Manager
John Deere India Private Limited
Hubli, Karnataka
04.2018 - 10.2022
- Products Handled: Tractors, Agricultural Equipment's/Implements, Combine Harvesters.
- Handled 12 big dealerships in 2 different territories in North Karnataka as Territory Customer Support Manager.
- Ensured dealerships readiness to support product & customer with availability of Adequate Trained Technicians, Parts Inventory & Recommended Stock List, Special Tools, Infrastructure in workshops.
- Reasons identified, actions implemented and improved Customer Experience Score (NPS) with effective utilization of 4-5-6 tele-calling.
- Ensured meeting monthly job card targets & non-reporting customers follow ups done and improved Customer Retention.
- Achieved 100% service absorption of dealers.
- Driven and ensured Dealers & Teams Service & Parts incentives by achieving monthly & yearly parts billing and retail plans.
- Planned & organized Remote Service Camps, Trainings by OEM Suppliers, Service & Parts Managers Meet, Dealer Team meetings.
- Ensured delivery & installation of products as per SOP.
- Coordinated with HO & factory teams for product feedback.
- Driven & achieved Repeat Sales by generating new sales enquiries through existing potential & satisfied customers.
Customer Service Engineer
Apollo Tyres Limited
Bengaluru and Hubli, Karnataka
Jun.2013 - Apr.2018
- Products Handled: Automobile Tyres (Tires)
- Worked as Customer Service Engineer for South Karnataka based @ Bangalore & later for North Karnataka based @ Hubli.
- Handled 8 Area Business Offices, 50+ authorized dealers and OEM dealers (Cars, Commercial Vehicles, Tractors).
- Ensured claim disposal within 2 days for Replacement Dealers.
- Handled Complaint Management (Toll Free complaints) by OEM dealers and Direct Customers and ensured resolution within 72 hours.
- Worked on demand generation and new customer conversion at adopted LCV/SCV stands/captive fleets through regular visits & activities.
- Conducted and participated in marketing and promotional activities - Organized Customer Meets, Stand Campaigns and supported sales.
- Studied market & prepared Market Intelligence Report & sent to HO.
- Competitor scrap tires analysis done to understand failures and monitored OEM customer complaint status.
- Provided training to OEM dealers, fleet customers and business partners on tire care, maintenance & new product updates.
Education
Bachelor of Engineering - Mechanical Engineering
Indian Institute of Managemnt Research & Technolgy
Ahmedabad May.2014 - Jun.2017
Diploma - Automobile Engineering
TSIT Polytechnic
Hubli Jun.2010 - May.2013
High School - SSLC
RLS High School
Dharwad, India Jun.2009 - May.2010
Skills
Dealer Management
Quick Response, Communication
System & Process improvement
Cross-functional Collaboration, Teamwork
Customer & Product Support, After Sales Service
Service & Parts Management
Customer Satisfaction Index, Customer Experience Score
Accomplishments
JOHN DEERE INDIA PRIVATE LIMITED
- Won the India level APEX Award - Outstanding Team Achievement (2022)
- Won Star Warrior award for significant market share gain and rewarded with domestic trip with family at Gangtok/Darjiling (2018)
- Appreciation certificate for improving Customer Experience & Customer Retention through structured communications to dealerships on all parameters
- Appreciation certificate for ensuring all CCC (Customer Call Centre) & JDE (John Deere Experience) cases are closed within stipulated time (2019)
- 25+ online trainings conducted for parts and service staff of dealerships during corona lockdown period (2020)
- Qualified & attended AIMC (All India Marketing Conference) at Barcelona, Spain (2018), Goa (2021), Dubai/Abu Dhabi (2022)
- Qualified for domestic & international trips under R&R programs - Madikeri (2018), Hospet/Hampi (2021), Kerala (2022), Vietnam (2022)
- Won and got nominated for WOW & AAROHAN awards (monthly/quarterly R&R) and cash incentives for significant works and commendable contributions
APOLLO TYRES LIMITED
- Awarded with BEST COMPLAINT MANAGEMENT (2017)
- Appointed as GMCC (Global Market Complaint Coding) trainer under TTT (Train The Trainer) concept for Karnataka state (2018)
Software
Tableau
SQL
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Territory Service Manager
TVS Motor Company Limited
Mar.2024 - Current
Product Support Manager
John Deere India Private Limited
Nov.2022 - Mar.2024
Territory Customer Support Manager
John Deere India Private Limited
04.2018 - 10.2022
Bachelor of Engineering - Mechanical Engineering
Indian Institute of Managemnt Research & Technolgy
May.2014 - Jun.2017
Customer Service Engineer
Apollo Tyres Limited
Jun.2013 - Apr.2018
Diploma - Automobile Engineering
TSIT Polytechnic
Jun.2010 - May.2013
High School - SSLC
RLS High School
Jun.2009 - May.2010