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
Sales and marketing
Job inspections
Project Management
Operations management
Business Development
Timeline
Project Manager
EICHER TRACTORS, TAFE Motors & Tractors
09.2005 - Current
Service Manager
Madhu Engineering Works
09.2002 - 01.2004