SAI KUMAR K
Customer Care Manager
Vijayawada
Summary
Seeking Senior level managerial assignments in Field Service /Technical Service with growth-oriented organization that will provide professional growth & achievements.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Customer Care Manager
Mahindra Truck and Bus Division
08.2025 - Current
- Company Overview: Mahindra Truck and Bus Division is a division of the Automotive and Farm sector of Mahindra Group that provides an entire line of integrated trucking solutions. The company has taken outperformance to the next level, by creating trucks that are specifically designed for different applications and deliver outperformance whatever the business needs. The HCV product range has been engineered for Indian requirements with the underlying philosophy of; Made in India, Made for India. Our range of Light, Intermediate, and Heavy commercial vehicle is being manufactured at Chakan (Pune). The plant, which spans over 700 acres, has been set up with an investment of over Rs. 4,000 Crore and is producing other Mahindra products as well. The entire range of Buses & few LCV Trucks are also manufactured at Zaheerabad (Telangana State) facility.
- Managing Customer Satisfaction and Network Development for Service and Sales Parts.
- Identification of Training need in Channel’s Service manpower & their fulfilment.
- Periodical evaluation & Gap analysis of Service performance of Dealership and ASC’s on policy measures and corrective actions.
- Infrastructure development of Dealerships and ASC’s as per corporate identity standards and monitoring that with the Level of Standards.
- Sending Technical Feedback report on product performance to Service Headquarters.
- To ensure availability and upkeep of listed float units.
- Carrying out operational Audit for dealership & monitoring the plan.
- Business promotions of business parameters such as AMC, EWP and spare parts sales etc.
- Customer retention & SSI monitoring on a weekly basis.
- Achieving targets of operation parameters on a monthly basis.
- Dealer service profitability, by promoting service products and exploring his reach by campaigns.
- Scheduling the Campaigns / Expo for the Service products in the market.
- Provide high level technical support to external customers, on-site training at their location and optimum service support for customers through phone, personal visits, etc
- Giving continues feedbacks to management regarding customer satisfaction, product performance, and suggestions for product improvements.
- Interact with customer, regarding status of vehicles, on a weekly basis.
- Conducting trials on new / improved products in customer vehicles and provide Periodical progress report to management.
- Attend major customer complaints and recommending corrective actions.
- Train customers on usage & service of AL products.
- Performing the functions of troubleshooting and breakdown / preventive / corrective / routine maintenance for Vehicles to reducing downtime to minimum.
- Interact with Product Development team during field issues and new product development – field trails.
- Perform hands-on on-site trainings and troubleshooting, service, repairs, and Coordinate with various teams to fix product issues.
- Interface with cross-functional work teams such as field applications, customer support/services, product management, manufacturing and marketing/sales.
- Timely and professionally handle field service calls and issues arising from the field problems solving within a day
- Communicate with the customer to ensure satisfaction and implement any necessary corrective actions.
- Develop documentations for service-related issues and resolutions and manage all administrative operations including preparation of quotations, purchase orders, Warranty claims, expense sheets, etc.
- Created customer support strategies to increase customer retention.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problem solving.
- Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
Field Service Manager
Daimler India Commercial Vehicles Pvt Ltd
12.2021 - 08.2025
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Senior Officer
Ashok Leyland Limited
10.2017 - 12.2021
Senior Officer
Ashok Leyland (HLF)
05.2015 - 10.2017
Education
Diploma - Automobile
V.K.R & V.N.B POLYTECHNIC
Gudivada, India05-2015
SSC -
SRI VIJAYA BHARATI HIGH SCHOOL
Vijayawada, India04-2012
Skills
Accomplishments
- Awarded & achieved the highest LD response in the entire region & restored within 4hrs.
- Serving some love - AL Torch bearers. Published on: May 2020 in company newspaper.
- Pan India Best Employee award received in the month of Nov’19 & 2nd time received on Nov’20
- Development of dealers from 40 lakhs revenue to 85 lakhs within 7 months and achieve Service target and parts target.
- Participated in Cross Functional team (CFT) by saving the expenditure to 1.3Cr, by introducing the field fix
- Developed the Fast Bays in Service Centre for basic service, which led to increase the Vehicles inflow in Service Centre and finish within time, and doubling the productivity, which improves the TAT.
Timeline
Customer Care Manager
Mahindra Truck and Bus Division
08.2025 - Current
Field Service Manager
Daimler India Commercial Vehicles Pvt Ltd
12.2021 - 08.2025
Senior Officer
Ashok Leyland Limited
10.2017 - 12.2021
Senior Officer
Ashok Leyland (HLF)
05.2015 - 10.2017
Diploma - Automobile
V.K.R & V.N.B POLYTECHNIC
SSC -
SRI VIJAYA BHARATI HIGH SCHOOL
Languages Known
English
Hindi
Telugu
Training
- Name of the organization :- TOYOTA KIRLOSKAR (Spare parts manufacturing unit)
- Skill gained:- Complete knowledge of manufacture and assembly of Child parts
- Period of Exposure :- 2017-08-01 to 2017-08-11
- No. of Days:-10
Disclaimer
Father’s Name : Mr. K. Dharma Rao (LATE)
Mother’s Name : Mrs. K Lakshmi.
Date of Birth : 1996-08-10
Place of Birth : Vijayawada
Married Status : Single
Address : Plat No:-102,1st floor, Viswanadh Residency, Jay Javan street, Murali Nagar, Panchayati office kanuru, Vijayawada-520008.
Skills
Power Bi
SAP
DMS
Misrosoft
Hobbies
Gym
Travelling
Music
Training
- Name of the organization :- TOYOTA KIRLOSKAR (Spare parts manufacturing unit)
- Skill gained:- Complete knowledge of manufacture and assembly of Child parts
- Period of Exposure :- 2017-08-01 to 2017-08-11
- No. of Days:-10
Disclaimer
Father’s Name : Mr. K. Dharma Rao (LATE)
Mother’s Name : Mrs. K Lakshmi.
Date of Birth : 1996-08-10
Place of Birth : Vijayawada
Married Status : Single
Address : Plat No:-102,1st floor, Viswanadh Residency, Jay Javan street, Murali Nagar, Panchayati office kanuru, Vijayawada-520008.
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