Pritham Jana
Kolkata - South,West Bengal
Summary
A professional offering progressive experience of 7.9 years of steering Customer Care Operations and Spare Parts Business focusing on Service Business Profitability & Customer Satisfaction. Adept in leveraging CAN/BMS tools, DMS software, and AI-integrated analytics to drive business growth and optimize field operations across multi-state operations with renowned Automotive majors.
Results-driven management professional with strong focus on team collaboration and achieving goals. Proven track record of effective leadership, operational efficiency, and adaptability in dynamic environments. Skilled in strategic planning, process optimization, and fostering productive team cultures. Known for reliability and flexibility in meeting changing needs.
Overview
8
8
years of professional experience
Work History
Area Manager Service
REVOLT INTELLICORP
03.2025 - Current
- Managing After Sales quality parameters & Parts Business of West Bengal, Odisha & North East (18 Hub Location) , appx. volume of 25 Lacs ;
- Warranty & Service Account reconciliation following SoA ;
- Instant Feedback implementation & improvement of CSR Rating ;
- Streamlining Spare Order collection & Service Ratio of Supplier ;
- Technical Complaints Diagnosis & RCA facilitation with QA-Vendor Team ;
- FFR & Case Study for the Failure Parts ;
- Conducting Recall-Refit Campaign & Retro Parts Campaign;
Service Engineer (Assistant Manager)
PIAGGIO VEHICLES PRIVATE LIMITED INDIA
08.2024 - 03.2025
- Spare Part Business : Billing & Flow Management
- Service Account Reconcile, Payment Collection
- ASC Scouting, Business Expansion in Rural Market
- Promotional Activity : PGO Meet, Customer Meet, Service Promotion
- Arresting Technical Complaints, Root Cause Analysis
- Warranty Approval through FIR & Case Study for the Failure
- Jharkhand
Area Parts & Service Manager
Greaves Electric Mobility: AMPERE
11.2022 - 08.2024
- Customer Satisfaction, NPS - CSI, Service Quality improvement at Dealerships
- SOP & Service Standards implementation across Channel Partners
- Spare Parts Business Management
- Warranty Management – monitoring the TAT with concerned Supplier
- FS Redemption – Appointment Conversion improvement & Reconciliation
- Implementation Pre-Delivery Inspection (PDI) standards
- Co-ordination with Tech Support and R&D for individual component performances
- Quality Feedback to the concerned team through PPFR
- VAS (Extended Warranty, RSA) promotion & Channel Sales Management
- Sales & Service promotional Activity, Product Awareness among Customers & Networks
- Authorized Service Network Expansion - ASC Points
- Service Actions : Recall Refit activities, Campaigns awareness spreading & completion
- Regional Trainer – East Zone & Up-skilling the Dealer – ASC resources towards the sustainable VPS
- Co-ordination with supplier Team & deliver the outcome within TAT
- Odisha
Regional Team Lead (After Market)
Omega Seiki Mobility
06.2022 - 11.2022
- Service Operating Process Implementation & development in Authorized Service Centers
- Customer Satisfaction & TAT reduction (Both B2B & B2C)
- Service Engineer & Technician Team handling & driving towards sustainable Customer Satisfaction
- Skill development of the Dealer Team through On Job Training or Virtual one
- Warranty Handling
- Managing the components warranty TAT & working with the concerned suppliers
- Spare Parts Supply Chain Handle
- Expansion of Authorized Service Center & Network as per company corporate standards etc.
- West Zone – Maharashtra, Goa, MP, CG
AD Support Engineer
Xpheno PVT LTD
10.2021 - 06.2022
- Profitability Improvement of the Service Business at Channel Partners
- Service Center authorization as per C.I.
- CSI , Key City Score, NPS improvement
- Technical Awareness activities across the channel Partners – Training (OJT) Programs etc.
- Bring improvement in Parts/Vehicle & Oil/Vehicle consumption
- Following the billing plan & consumption
- Sub Dealer Application, scouting, completion as per the C.I. norms.
- Odisha
Territory Service Executive
TVS Motor LTD
08.2017 - 09.2021
- Secondary Network expansion & C.I. implementation at dealerships; As well as identifying new possible locations or loose connections for future prospect dealers
- Improvement of Service Business in Authorized Dealers; Driving towards service share growth in both Free & Paid Services of the customers
- Free & Paid Service Inflow achievement, FSR % & PS redemption
- Service Quality Standards improvement with aiming towards our customer satisfaction
- NPS Score, CSI, FTR, VPS improvement
- DMS implementation at the dealerships & usage improvement. Track and improve the parameters associated with this
- Skill development of the Dealer Team through On Job Training or Virtual one
- Reminder System implementation & track through DMS to achieve the targeted inflow plan etc.
- Field promotional activity to enrich the customer database or lost customers
- Profitability & productivity improvement aiming towards manpower utilization & Spare-parts/Lubricant consumption to increase the Dealer income through margin as well as the brand promotion.
- Odisha
Education
Bachelor of Arts - Mechanical Engineering
Greater Kolkata College of Engineering - JIS Group
South Kolkata06-2026
Master of Science - Mechanical Engineering
Ramakrishna Mission Shilpamandira
Belurmath06-2017
High School Diploma -
West Bengal State Board
Howrah01.2013
High School Diploma -
West Bengal State Board
Howrah01.2011
Skills
- Warranty support coordination
- Detailed account balancing
- Experience with AI tools in spreadsheets
- EV Diagnosis & Procurement
- Facilitation of technical training programs
- Proficient in campaign oversight
- Network Expansion
- Lead generation analysis
- MS Tools: MS Office, Teams, Power BI, SharePoint, MS Excel with AI
- DMS Training & Implementation
- Supplier coordination
- Analyzing BMS – CAN software & upgradation
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Odia
Advanced (C1)
Bengali
Bilingual or Proficient (C2)
Awards
Best Customer Experience for Odisha Territory - Q3 FY: 23-24 at Greaves Electric Mobility
Training
- ICE & EV - 3W : PIAGGIO VEHICLES PRIVATE LIMITED INDIA – Aug’24
- EV 2W : Greaves Electric Mobility - Nov’22
- EV 3W : Omega Seiki Mobility - June’22
- ICE 2W : TVS Motor Company at Anekal , IQL maintenance & Troubleshooting of the ICE 2W Parts (Aug’17 - Oct’17)
Timeline
Area Manager Service
REVOLT INTELLICORP
03.2025 - Current
Service Engineer (Assistant Manager)
PIAGGIO VEHICLES PRIVATE LIMITED INDIA
08.2024 - 03.2025
Area Parts & Service Manager
Greaves Electric Mobility: AMPERE
11.2022 - 08.2024
Regional Team Lead (After Market)
Omega Seiki Mobility
06.2022 - 11.2022
AD Support Engineer
Xpheno PVT LTD
10.2021 - 06.2022
Territory Service Executive
TVS Motor LTD
08.2017 - 09.2021
Bachelor of Arts - Mechanical Engineering
Greater Kolkata College of Engineering - JIS Group
Master of Science - Mechanical Engineering
Ramakrishna Mission Shilpamandira
High School Diploma -
West Bengal State Board
High School Diploma -
West Bengal State Board
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