PRASHANT BALWADKAR

Title: Head of Customer Support and Spare Parts Division - International Business

Key Achievements and Responsibilities:

• Customer Service Excellence: Developed and implemented cutting-edge strategies to enhance customer service processes and procedures, resulting in improved customer satisfaction and loyalty.
• Profitable Spare Parts Business: Orchestrated initiatives that contributed to revenue growth and increased profitability in the Spare Part business, leveraging market insights and strategic planning.
• Market Expansion: Spearheaded market development efforts for all exported products in Myanmar and Sri Lanka, crafting growth plans by identifying key clients, target markets, and priority service lines.
• Digital Transformation: Pioneered digital initiatives, establishing and institutionalizing an Online Ordering System, Warranty Portal, Remittance Module, Online Export Management Documentation System, and eSPC (eSpare Part Catalogue). This digitalization streamlined operations and improved overall efficiency.
• Performance Metrics: Ensured robust monitoring and enhancement of customer support parameters, including Time to Resolution (TTR), Customer Satisfaction Index (CSI), and service penetration, resulting in enhanced service quality.
• Warranty Administration: Established a comprehensive warranty policy framework, overseeing warranty settlement, remittance, and monitoring warranty costs through detailed reports and dashboards.
• Service Readiness: Proactively managed new product and market service readiness, ensuring the availability of special tools, spare parts, documentation, training, and infant care to support seamless operations.
• Technical Expertise: Provided technical support to customers and team members, promptly addressing and troubleshooting customer inquiries to maintain high service standards for the Diesel Engines (mechanical and electronic) and Generating sets.
• Cross-Functional Collaboration: Collaborated closely with other departments, fostering strong inter-departmental relationships to successfully implement projects and initiatives aimed at enhancing the overall client experience. Resulted in the improved product experience and reduced warranty cost.

This role has been instrumental in elevating the customer support and spare parts division, driving revenue growth, and ensuring the highest standards of customer service in the international business landscape.

· Led a field representative team to provide service and spare parts support for diesel engines manufactured by Mahindra Heavy Engines Pvt. Ltd., ensuring customer satisfaction.

· Defined and implemented warranty policies, scrutinized and settled warranty claims of OEMs, and maintained a comprehensive database.

· Fostered regular interaction with OEMs for field failure analysis and executed training programs.

· Served as a crucial interface between the plant and the field team, facilitating effective communication, corrective actions, and the dissemination of SOPs and service information.

· Played an integral role as a member of the fast track team, responsible for analyzing field issues, devising action plans, and ensuring closure.

· Conducted complaint analysis and prepared MIS reports, utilizing data such as Pareto, R/1000, and CPU, to drive action within the fast track team.

· Initiated, coordinated, and completed retrofitment activities to reduce field engine failures.

· Addressed critical field concerns, providing feedback to the plant to drive corrective actions.

· Supported the engineering department in FEU monitoring and infant care, while also being a member of the EN implementation team.

· Ensured the availability of spare parts and tools in the field through audits at OEMs and dealerships.

· Developed and maintained online warranty and service modules, enhancing operational efficiency.

· Established the capability to rebuild failed diesel engines.

· Successfully introduced and implemented the "USTAD" training program to improve CSI and reduce warranty issues.

· Managed product support activities for MTBD (HCV Trucks & Tipper) and served as the interface between the field team and the plant/engineering team.

· Provided technical support for critical failures, including the release of check sheets for effective field analysis.

· Actively participated in the Crusade team, dedicated to resolving field issues and implementing corrective actions to reduce R/1000 and CPU.

· Conducted warranty data stratification, analysis, and the release of emerging concerns reports, ensuring their timely closure.

· Contributed as an active member of the EN team and the BSIV launch team.

· Facilitated field communications for concern resolutions and modifications.

· Led efforts to reduce the "Cost Of Ownership" (COO) through benchmark studies on maintenance costs.

· Coordinated and completed retrofitment activities for major failures, ensuring product reliability.

· Monitored the performance of new products (FEU) and capitalized on concern management and SCR (Service Concern Report) portals.

· Conducted field failure analysis, including L0 analysis and joint investigations with Quality, engineering, and suppliers.

· Engaged in end customer meetings to understand field concerns and resolutions.

· Conducted dealer warranty audits and visits to gain insights into critical issues.

· Prepared and delivered MIS presentations to stakeholders.

Professional Summary: Dedicated Quality Assurance Engineer with a comprehensive background in ensuring the highest levels of product quality and process improvements in engine and genset manufacturing. Proficient in audits, supplier evaluations, and customer liaison to drive quality enhancements.

Key Achievements and Responsibilities:

Engine Plant Quality Assurance (Sept 07 - Mar 11):

• Managed in-process quality control for three engine series (DV, R 1040 & SL 90), overseeing machine shop, assembly, testing, and PDI activities.
• Conducted audits at 20 AGOEM (Genset Manufacturer) plants across India, focusing on process and product quality improvements and ensuring uniformity in genset manufacturing.
• Served as the primary point of contact ("Mr. Customer") for AGOEMs and OEMs such as JCB, KPC, and Terex Vectra, visiting them regularly to address quality and new requirement concerns.
• Monitored the straight pass percentages of engines for AGOEMs and OEMs like JCB, Terex Vectra, L&T, BEML, KPC Godrej, Voltas, and Escorts, ensuring adherence to quality standards.
• Facilitated daily communication of non-conformances through the Daily Quality News, leading the daily ORC meetings to initiate corrective and preventive actions.
• Conducted online SPC activities for critical machine shop processes.
• Actively contributed as a cross-functional team (CFT) member in new product development and proto engine monitoring, ensuring successful modifications.
• Quality Assurance Engineer - Genset Shop (Mar 06 - Sept 07):
• Oversaw quality activities at various stages, including receipt, assembly, testing, and PDI for export and defense projects.
• Played an active role in the supplier evaluation team, assessing suppliers of Generating set components like acoustic canopies, base frames, and fuel tanks.
• Conducted inspections and audits of Generating set component suppliers to maintain quality standards.
• Led proto testing and trials for new Generating set product development, including noise testing, vibration testing, high ambient testing, thermostat bypass tests, ARAI type approval trials, and COPs.
• Kirloskar QA Representative at GOEM (Mar 03 - Mar 06):
• Collaborated with Genset Original Equipment Manufacturers (GOEM) to enhance the quality of Kirloskar Green Gensets.
• Conducted quality audits at various stages of Generating set production, including assembly, testing, and dispatch.
• Assessed the quality of components like acoustic canopies, control panels, and AMF panels.
• Handled third-party inspections and managed customer visits.
• Conducted training programs for AGOEM employees to improve systems and product quality.
• Coordinated communication between KOEL and AGOEM, preparing and delivering various reports on a weekly, monthly, quarterly, and yearly basis.

These roles have enriched my experience in quality assurance, supplier evaluations, and customer liaison, contributing significantly to the enhancement of product quality and process efficiency.

Regenerate

Ô Handled production activities in the Robotic welding line & on the components assembly line.

I served as a Trainee Engineer in the Parts Marketing Department, where my responsibilities encompassed several key tasks:

In this role, my dedication and commitment were instrumental in optimizing the parts supply chain, enhancing customer satisfaction, and contributing to the efficient functioning of the Parts Marketing Department.