RAVI Pawar
After Sales Professional
Bhopal,MP
Summary
Targeting assignments in After Sales Services/Customer Support Services in Automobile /Agriculture industry with a leading organization of repute. Professional Summary 18 Years of experience in Customer Service, Service System, Policy & guidelines implementation & improvements. Presently associated with Eicher Tractors (A Unit of TAFE Motors and Tractors Ltd.), as Manager - Service. Resourceful at maintaining good relationships with clients to achieve quality product and service norms. Abilities in motivating workforce in enhancing their efficiencies & assisting them to deliver quality services to clients. Strong relationship management, analytical & communication skills.
Overview
18
18
years of professional experience
Work History
Project Manager
EICHER TRACTORS, TAFE Motors & Tractors
Bhopal, MP
09.2005 - Current
- Expertise
- Service Operations/, Management
- Rich knowledge of Customer Experience, made live tutorial video on Customer Experience and Service Quality during the service
- Designing Customer Loyalty Schemes “Mahabachat Yojna” and “Reward Program” through Service
- Handling various project as a team member i.e
- Service Reach, Customer Experience, Automation, Service Quality, Service Revenues etc
- Specially appointed for Sale Support during the seasonal period at dealerships
- Warranty administration, process simplification, interaction with Quality, Field & SAP team
- Guiding & supporting to regions for implementation & deployment of all new projects, activities, training, implementation, convincing to dealers & service teams etc
- Team Management
- Supervising and monitoring the performance level of the service staff for ensuring superior customer service and accomplishment of service and spare parts & oil targets
- Organizing regular periodic meetings, trainings for regional service staff for discussing current work issues and devising solutions for enhanced operations
- Significant Accomplishment
- Recognized for “CEO Award” for ZOHO CRM implementation in 2022
- Recognized for leading the J - Quest Project “Digital Dealers Evaluation Process” in 2020
- Awarded for Excellent Performer during the service in 2015, 2016, 2017 and 2018
- Awarded for CSF Project – Workshop Automation, Increase Door Step Services & Customer Experience as a team member in Year 2015, 2017 & 2019 respectively
- Recognized for “CEO Award” for DMS implementation and facilitation in 2018
- Awarded for Best Service Engineer in Madhya Pradesh Region in 2009
- Helping and guiding to Team Members, Dealers, and Local mechanics to solve technical complaints by providing solution
- Managing service operation with focus on implementing policies and procedures, developing / streamlining systems, spare parts sales targets, employee motivation at dealerships
- Implementation of post warranty schemes like getting service jobs even after warranty is over, thus increasing the annual turnover in service business at dealer’s end
- Dealers spare parts lifting and service revenue growth against target
- Timely resolution of customer complaint and closure
- To increase free service adherence
- To ensure activity planning, adherence and effectiveness
- Monitor Field Concern & discuss at Plant level with analytical report & corrective action
- Conducting dealer evaluation audits at dealerships i.e
- Infrastructure, service processes, policies, loyalty schemes
- Post Sales Customer Care (Handling of 10 dealerships of MP)
- Developing strategy and getting implemented for
- Increase of tractors inflow in the workshop
- Reduction in distance of travel for the Customers
- Due date reminders for service of tractors
- Preparing the Dealers and Dealers infrastructure for a “WOW” feeling for the Customer during the service
- Reduction of Break Down Tractor Time
- Monitoring of Spares Inventory and Smooth Spares Ordering Mechanism
- Getting Dealership Infrastructure Ready
- Increase of Service Quality Index
- Customer Relationship Management
- Team
- Updated operational methods and oversaw accounting procedures for improved efficiency
- Maintained relationships with material vendors to lower costs and diversify capabilities
- Met project deadlines without sacrificing build quality or workplace safety
- Developed and initiated projects, managed costs and monitored performance
- Planned, designed and scheduled phases for large projects
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Maintained fast, smooth game pace by efficiently handling dice, chips, money and cards
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Accomplished multiple tasks within established timeframes
- Managed projects from procurement to commission
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders
- Modified and directed project plans to meet organizational needs
- Led project teams through design, construction and launch process
- Identified plans and resources required to meet project goals and objectives
- Maintained compliance with regulatory parameters in complex projects with overlapping policies
- Provided fiduciary oversight to remain within budget constraints, recommending project adjustments where necessary
- Maintained clear communication with precise technical writing to document and inform critical processes
- Facilitated communication between internal personnel, contractors and vendors for project cohesion
- Drove team success through shared vision and recognition of quality performance
- Made decisions independently and collaboratively on [Type]-related challenges
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines
- Provided detailed product orders based on project drawings and technical specifications
Service Manager
Madhu Engineering Works
Bhopal, MP
09.2002 - 01.2004
- Significant Accomplishments
- To implement company policies & guidelines
- To monitor performance of spares and workshop
- To design strategies for spaces & workshop making them as a Profit Center
- Coordinating to with workshop for repair & maintenance of vehicles
- Managing the customer traffic at workshop
- Management of workshop operations for ambience.
- Assisted with training and development of team members
- Handled customer complaints and inquiries
- Updated job knowledge by attending workshops, training sessions and educational opportunities
- Monitored team's performance and gave feedback when necessary
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Followed up with customers during and after installations to verify satisfaction
- Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary
- Set and administered department budgets for expenditures, materials and labor
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Followed up with customers during and after installations to verify satisfaction.
- Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary.
Skills
Staff Management
undefinedTimeline
Project Manager
EICHER TRACTORS, TAFE Motors & Tractors
09.2005 - Current
Service Manager
Madhu Engineering Works
09.2002 - 01.2004
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