Rahul Thakur
Customer Experience
Gurgaon
Summary
Aspiring for challenging assignments in the field of customer service support, marketing & business development related to automobile industries & ancillary.
Overview
3
3
Languages
15
15
years of professional experience
Work History
Service Planning Manager
Suzuki Motorcycle India Pvt. Ltd.
07.2025 - Current
- Drive CSI/NPS and customer retention through enhanced service experience.
- Monitor and improve key KPIs (TAT, FTR, repeat repairs, complaints, warranty).
- Lead KPI reviews with Zonal Heads & RMs and execute action plans.
- Drive digital transformation via dashboards, DMS, real-time tracking, and data analytics.
- Coordinated closely with operations teams to ensure seamless integration between project planning stages and actual implementation activities.
- Monitored industry trends and competitor strategies, providing insights to inform organizational service strategies.
- Managed cross-functional teams to execute service improvement projects, driving measurable operational outcomes.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Regional Service Manager
Suzuki Motorcycle India Pvt. Ltd.
08.2023 - 07.2025
- Responsibility- From Aug'23 till present as REGIONAL SERVICE MANAGER and handling Central & South Gujarat with team of 03 territory managers reporting directly to myself.
- Managing 64 dealerships and 30 service locations.
- Driving sales support, business development, and revenue growth.
- Resolving field technical issues and ensuring customer satisfaction.
- Directed regional service operations, enhancing customer satisfaction and service delivery efficiency.
- Implemented performance metrics for service teams, optimizing workflow and reducing response times.
- Mentored and trained staff on best practices, fostering a culture of continuous improvement.
- Collaborated with cross-functional teams to streamline service processes, improving team productivity.
Territory Service Manager
Hero MotoCorp LTD
01.2013 - 01.2023
- Responsible for AFTER-SALES activities.
- Major responsibility includes sales support & business development, solving technical issues in field, spares management & generating revenue achieving customer satisfaction.
- Network Reach - New dealer development
- Provide technical support & guidance to dealer service staff and technical staff.
- Ensure availability of spare parts and lubricants at the dealership. Ensure availability of special service tools (SST) & their proper usage. Attend complaints and do the failure analysis and convey the product complaints report to the company.
- Knowledge of complete BS-VI 2-wheeler components, engine, transmission, gear box, steering, fuel injection pumps etc.
- Knowledge of OEM supplied components like battery, tyres etc.
- Experience in electrical components, wiring diagrams, sensors & safety features.
- Regular PDI of vehicles & vehicle technical report submission to R&D department & customer complaint management.
- Ensure Dealer workshops are maintained as per Company norms including the availability of workshop equipment, company-trained manpower, workshop color coding, uniform of service staff etc.
- Tracking and monitoring records of free & paid services, post fitment, product failure and stock Depot Audit.
- Ensure proper Settlement of Service reimbursement, goodwill and reconsideration warranty claim
- Led service operations across territories, enhancing customer satisfaction through efficient issue resolution.
- Implemented strategic service initiatives, resulting in improved response times and reduced operational costs.
- Mentored junior service teams, fostering a culture of continuous improvement and skill development.
- Analyzed service metrics to identify trends, driving proactive solutions that improved service delivery.
Market Quality Executive
Escorts Ltd
01.2011 - 01.2013
- Export & Domestic Market Quality Complaints department to solve the different type of Field failure & field service concerns.
- To supervise repair activities.
- Co-ordinate with quality team for pre dispatch inspection.
- Solving different problems related product quality & Function Failure.
- Developing and modification of new tools for ease of work done.
- Responsible to solve all Ethiopia & Ghana product failure issue & eliminate wrong part fitment during production time.
Education
Diploma - Mechanical Engineering
Govt. Polytechnic College
Kangra07-2011
B Tech - Mechanical Engineering
Kalinga University
Raipur, India06-2024
10th -
Govt High School
Kangra, India05-2007
Skills
Service planning
Revenue growth
Customer satisfaction
Technical issue resolution
Key performance indicators
Process adherence
Continuous improvement
Team leadership
Relationship building
Interests
Listening to music, Driving, Traveling
Timeline
Service Planning Manager
Suzuki Motorcycle India Pvt. Ltd.
07.2025 - Current
Regional Service Manager
Suzuki Motorcycle India Pvt. Ltd.
08.2023 - 07.2025
Territory Service Manager
Hero MotoCorp LTD
01.2013 - 01.2023
Market Quality Executive
Escorts Ltd
01.2011 - 01.2013
Diploma - Mechanical Engineering
Govt. Polytechnic College
B Tech - Mechanical Engineering
Kalinga University
10th -
Govt High School
Languages
English
Hindi
Punjabi
TRAINING AT CORPORATE LEVEL:
- Next-Gen Leadership Program
- Critical customer handling Training Program
- 7 QC Tools Training
- Effective Communication Skills Training Program
DECLARATION:
I hereby declare that the above statements are true to the best of my knowledge & belief PLACE: Gurgaon (Rahul Thakur)
ACHIEVEMENT & AWARD AT CORPORATE LEVEL:
2nd Rank in the Zonal in KPI performance 2021 -22., Goodlife Area Office 1st Rank 2019 &2020, Award Winner at Yodha Contest, Nakshatra Customer Experience 1st Rank 2020 and 2nd rank in 2021, Goodlife R&R Winner (Aug.- Nov 2021)., 02 times winner at Mega Service Carnival
TRAINING AT CORPORATE LEVEL:
- Next-Gen Leadership Program
- Critical customer handling Training Program
- 7 QC Tools Training
- Effective Communication Skills Training Program
DECLARATION:
I hereby declare that the above statements are true to the best of my knowledge & belief PLACE: Gurgaon (Rahul Thakur)