Mukesh Suthar
Ahmedabad
Summary
Experienced service operations leader with over 9.5 years of experience in the automotive industry. Expertise in field service management, warranty operations, and business process improvement. Demonstrated ability to enhance customer satisfaction and implement effective service strategies while leading cross-functional teams. Skilled in client engagement and IT enablement for service management platforms.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Territory Parts & Service Manager
Hyundai Motor India Ltd.
Ahmedabad
09.2023 - Current
- Analyzed service reports to identify improvements in operational efficiency across territory.
- Spearheaded resolution of customer complaints, significantly reducing escalations.
- Managed warranty claims processing, ensuring compliance and advocating for customers.
- Conducted performance evaluations for dealership service teams to enhance quality and skills.
- Coordinated cross-functional projects including Live Streaming, AS1Q, and H Smart App.
Area Service Manager
Royal Enfield
03.2019 - 09.2023
- Held full responsibility for the service business, customer operations, and profitability for all workshops in the assigned territory.
- Exceeded business goals by improving workshop service capability and delivery standards, resulting in increased service revenue.
- Formulated and executed customer retention strategies that led to improvement in the customer satisfaction index.
- Enhanced the territory’s overall business operations by streamlining processes and providing critical support on escalated customer issues.
- Executed implementation of Microsoft Dynamics DMS across multiple territories.
Created comprehensive reports to facilitate data-driven decision-making.
Integrated data with Power BI for enhanced reporting capabilities.
Territory Manager, Service
Toyota Kirloskar Motor
11.2017 - 03.2019
- Oversaw end-to-end service operations, consistently meeting annual dealer business targets and customer satisfaction objectives.
- Spearheaded the successful implementation of Toyota’s Global Customer Service Process across the dealer network, standardizing service quality.
- Monitored key service quality metrics and dealer performance, providing data-backed recommendations to drive improvements.
- Streamlined processes to elevate productivity through Toyota business practices, enhancing critical thinking and data-driven decision-making
Senior Officer, Customer Service
Toyota Kirloskar Motor
08.2016 - 10.2017
- Drove the 'Fix-It-Right' initiative to improve first-time repair quality, reducing repeat repairs by 2%.
- Tracked and analyzed regional business KPIs, providing key insights that supported regional campaigns to boost service market share.
Graduate Apprentice Trainee
Toyota Kirloskar Motor
09.2015 - 09.2016
- Gained foundational knowledge in world-class production systems, lean inventory management (Kanban), and manufacturing processes.
- Oversaw production line activities during assigned shifts, ensuring adherence to quality and safety standards.
Education
Bachelor of Engineering - Industrial & Production Engineering
SJCE
Mysore, Karnataka06.2015
Skills
- After-sales operations
- Warranty and parts management
- Dealer network development
- Customer lifecycle management
- Continuous improvement
- Toyota business practices
- Advanced Excel proficiency
- KPI monitoring and reporting
- Business consulting
- P&L oversight
- Service revenue growth
- Dealer planning strategies
- Team leadership and development
- Customer relationship management
- Complaint resolution strategies
- Stakeholder engagement
Languages
- English, Professional Proficiency
- Hindi, Professional Proficiency
- Kannada, Native/Bilingual Proficiency
Certification
- Toyota business practices and Toyota Way
- G Suite and Power BI applications
- Lean Six Sigma White Belt
- Electric Vehicles Certification
- DMS System Trainings
Languages
English
Advanced
C1
Hindi
Proficient
C2
Kannada
Proficient
C2
Timeline
Territory Parts & Service Manager
Hyundai Motor India Ltd.
09.2023 - Current
Area Service Manager
Royal Enfield
03.2019 - 09.2023
Territory Manager, Service
Toyota Kirloskar Motor
11.2017 - 03.2019
Senior Officer, Customer Service
Toyota Kirloskar Motor
08.2016 - 10.2017
Graduate Apprentice Trainee
Toyota Kirloskar Motor
09.2015 - 09.2016
Bachelor of Engineering - Industrial & Production Engineering
SJCE