Santosh Kumar Upadhya

Escorts Kubota Limited is a public limited Company established seven decades ago, One of the pioneers in Indian Automotive Industry, Successfully managing three brands of tractors – Farmtrac, Powertrac & Steetrac With more than Seven Lakc active tractors being serviced.

Responsibilities: -

• Monitoring Service Parameters across India & Publishing- Covering 1500 plus channel partners. Initiate CA along with operational heads for areas which are lagging behind in parameters, monitoring Progress.
• Maintaining TAT of 93% in 48hrs., Door step service at 56%, Customer CSat at 96%, Unique customer coverage og 61%
• Registration & hand holding of Service only Franchisees
• Initiating process simplification, Process automation, Process Digitization. Introduced Customer App - 1.37L downloads and 21% service ticket generated thru app. Launch of service app to digitize the back end process.
• Introduced CX dealerships with enhanced infrastructure and Service interaction experience to customers.
• Meeting Sale of Parts & Lubes targets thru Dealer & Service Franchisee network with a revenue target of 240 Cr.
• Custodian of various payouts & Incentives to Dealers as per the announced Schemes on Sales & Service Parameters.
• Management of External Call Center & Escalation Management.
• Supervision of Service specific projects in identified geographies.

• Blue star was in the quest to achieve Total Quality Management. Being a Pan India operation with business conditions varying due to the region, Business size , working thru various channel partners, etc. The foundation has to be lead with the change in the work culture. As a road map to achieve this TQM is being built in to the service division
• Introducing & promoting TQM with various stake holders (internal & external)
• Implementing TQM concepts across all branches if the division across levels
• Training of all employees for TQM
• Identifying & training core team members
• Tracking of Continuous improvement projects (Kaizen, 5S, Six sigma projects.

• Blue star ventured in to domestic & commercial water purifiers market in Late 2016. Being a new department, the service setup had to be built from the scratch
• Set up the Service staff team for South operations (Karnataka, Tamil Nadu, Andhra, Telangana & Kerala). 54 stand alone service franchisees were onboarded in a span of 9 months. (Separate network other than HVAC Service partners to cater to Home appliance customers)
• Building Sales capabilities among the above service partners to ensure business viability from first month
• Training & Motivating the entire team on this new business venture
• Valuable product feedback, Field feedback to factory for improvements being new products
• Noteworthy Contributions:
• South region gives 38% billing contribution among the Revenue generated All India from Service Team
• Cussat Level maintained above 7.5 in the initial 6 months of operation itself, Current year Cussat is 8.78 out of 10 Installation TAT & Break down TAT maintained above 80% across the region

• Handled Service business (AC & Refrigeration) - Karnataka
• 11 crores of service business in Karnataka, 60 channel partners and after sales service business operation.
• For Packaged, Ducted AC, Standalone products.
• Accountable for handling functions entailing customer relationship management, channel development, and after sales service support in Karnataka
• Successfully developed Business Model for Channel Associates and for handling service network at Tier 2 & Tier 3 cities, towns
• Key member of Management initiative on Dealer Improvement Program
• Six sigma Initiatives on time Renewal of AMC - awarded as the best project

• Developing service delivery standards and norms for response time, Setting and measuring service delivery standards with new benchmarks
• Providing continuous feedback in a structured manner to the Manufacturing units, Product Development team, Installation team and Suppliers on product/component quality and performance
• To share and communicate in a structured manner internal and external best practices across the locations
• To modernize the Service Delivery methods, processes and equipment
• To participate and synergize quality initiatives with Cost Management programs
• MIS to Division on the quality objectives
• Auditing product, process & installation to measure & identify improvement areas.

• Assurance
• Schaffanacker Motherson is an Auto ancillary company Ind German JV, supplying Auto parts to OEMS like Maruti Suzuki, Ford, Toyota & Hyundai
• Job Role & Responsibilities:
• Monitoring supplier incoming quality & supplier ppm
• New tool trial & approval for out sourced components
• Monitoring customer ppm
• Feedback to customer on CA PA action through G8D, 3D formats
• Responsible for the quality of painted components from in-house paint shop.

• Preparation of Quality Plan, Work Instructions, Procedures, Calibration of equipment, improvement in test equipment are jobs deployed through job responsibility matrix
• Handling Customer Complaints - Root cause analysis Corrective & preventive action proposal & implementation
• Worked for various process improvements with respect to quality.

• Quality Assurance
• Incoming In process Inspection of pressed metals, plastic molded components & machined components from suppliers, interaction with suppliers regarding quality issues
• Active participation as team leader in Quality circles pursuing quality issues in products
• Inspection & validation of plastic molding tools
• Specialized