Sourav Das
Technical Support Manager
Gurugram
Summary
Result-oriented professional with a successful 20-year career at Dealership, Importer, and Automobile OEM. Consistently delivers commendable performance in Product Support, Technical Support, Dealer Management, Complaint Management, Product Improvement, Cross Functional Coordination, and leading efficient teams. Track record of excellence in technical analysis and problem-solving for vehicles. Expert in adapting and implementing stage-by-stage quality monitoring systems to ensure adherence to technical specifications and quality standards outlined in the company's manual. Excels in preparing and submitting daily/weekly/monthly performance reports while providing valuable technical insights. Implemented processes and standards at the Dealer network level. Accomplished, ambitious, and dedicated professional who can instill a spirit of commitment among team members with the customer at the focal point.
Overview
2025
2025
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Manager – Technical Support
BMW India Pvt Ltd
5 2018 - Current
- Leading dealer Technical Team for India Market around 30 dealer outlet.
- Providing technical assistance for complex vehicle diagnosis and onsite support in case of unresolved concerns
- Conducting regular audit and preparation of report of dealers for maintaining service standard and quality as per guideline
- Conducting regular training for dealer technical staff for latest technical update, diagnosis tips and yearly seminar
- Coordinating with parts department for preparation of parts list for latest vehicle launch, marketing events and vehicle display.
- Preparation of tools and dealer readiness for all new vehicle launch
- Monitoring warranty data and failure trend and reporting the same to central team periodically
- Supporting customer care team for all technical details for resolution of customer concern
- Validation and programming support for field vehicle software and coding
- Meeting customers in case of escalated concerns to resolve technical issues
- Communicating to market on regular technical update and other topics.
- Implementing steps and guidelines for "Fix First Time", achieving TAT and for maximizing the workshop efficiency and maintaining the repair standard
- Successful implementation of connected drive, remote diagnosis and BEV launch readiness for market.
Dy Manager – Technical Support
Renault India Pvt Ltd
10.2014 - 05.2018
- Leading dealer Technical Team for West / East Region
- L1 support for all technical activities to business partners of Region, handling 30 dealers and approx. 600 cases every month.
- Onsite support at dealer end in case of critical concern, safety concern or customer support in preview of technical aspect
- Monitoring and escalating upcoming trends for failure and post countermeasure failure of parts maintain statistical data for the same
- Supporting Engineering Team and Quality Team with technical details and joint investigation in case of onsite analysis
- Conducting weekly technical update training and OJT for Dealer Technical Staff
- Supporting Area Service Manager for all technical aspects and customer complaint on technical background
- Conducting internal audit for workshop for tools, training and facilities related to technical aspects to improve dealer retail standard by at least 80%
Manager Product Support
Volkswagen Group Sales India Pvt Ltd
07.2012 - 10.2014
- Responsible for drivetrain and powertrain technical support for VW and Skoda vehicle
- Provide Technical support in line with VW Group (Skoda and VW) to flying docs and dealers, attending vehicle on site at dealer point in case of critical technical concern
- Perform in-depth analysis of failed parts recovered from field
- Conducting forum on such failure with Quality Team and Part Supplier
- Create awareness on the topic to the clients and coordinate for field fix solution
- Monitor product performance in the market and suggest suitable adaptability of failure concern to brand quality dept
- Conduct and facilitate national level forums to discuss, develop and implement field repair solutions
- Monitor the product quality in the market, reporting product failure in technical forums with statistics of failure
- Create and release Service Campaigns/Technical Service Information to field force regarding modifications and field implementation as per manufacturer
- Providing technical support for cars been exported from market India.
Diagnostic Specialist
Lowe Motors Sdn Bhd - Mercedes Benz Dealer
08.2011 - 07.2012
Diagnostic Technician
Al Haddad Motors - Importer of Mercedes Benz
07.2008 - 08.2011
Mechatronics Diagnostic Technician
Interkrafts - Mercedes Benz Dealer
07.2005 - 06.2008
Education
BMW Certified HVE - Expert For HV Technology, HVS 3
BMW Training Academy, AG
Munich, Germany 04.2001 -
BMW HV Gen 5 Expert Certification
BMW Training Centre
Dubai, UAE01-2022
Certified Diagnostic Technician -
Mercedes Benz Training Academy
Dubai, UAE 11.2010 - 11.2010
Automobile Mechatronics -
Mercedes Benz Training Academy
Pune, IndiaHigh School Diploma -
Government Polytechnic College
Raigaunj, West Bengal 04.2001 - 01.2005
Skills
Team Leadership
Operations Management
Policy Implementation
Problem-solving abilities
Project Management
Timeline
Dy Manager – Technical Support
Renault India Pvt Ltd
10.2014 - 05.2018
Manager Product Support
Volkswagen Group Sales India Pvt Ltd
07.2012 - 10.2014
Diagnostic Specialist
Lowe Motors Sdn Bhd - Mercedes Benz Dealer
08.2011 - 07.2012
Certified Diagnostic Technician -
Mercedes Benz Training Academy
11.2010 - 11.2010
Diagnostic Technician
Al Haddad Motors - Importer of Mercedes Benz
07.2008 - 08.2011
Mechatronics Diagnostic Technician
Interkrafts - Mercedes Benz Dealer
07.2005 - 06.2008
BMW Certified HVE - Expert For HV Technology, HVS 3
BMW Training Academy, AG
04.2001 -
High School Diploma -
Government Polytechnic College
04.2001 - 01.2005
Manager – Technical Support
BMW India Pvt Ltd
5 2018 - Current
BMW HV Gen 5 Expert Certification
BMW Training Centre
Automobile Mechatronics -
Mercedes Benz Training Academy
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