SAP IS-AUTO
Vaibhav Gharge
Sr. Manager - Customer Care
Summary
Experienced Senior Manager with expertise in Warranty Operations and Risk Management, as well as a strong background in Failure Mode Analysis. Skilled at strategically planning, implementing, and overseeing key improvements to drive business growth and enhance operational efficiency. Recognized for cultivating an open culture that fosters a free exchange of information, leading to increased collaboration and innovation. Seeking new professional challenges with a growth-oriented company to further contribute a versatile skill set and drive continued success.
Overview
25
25
years of professional experience
21
21
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Sr. Manager - Customer Care (Warranty Operations)
Tata Motors Passenger Vehicles Limited
04.2022 - Current
- Warranty audit compliance certification from Internal and External Auditors with no anomalies reported in the process
- Implemented risk management framework, mitigating potential threats in warranty claims submission
- Master data management of SAP and CRMDMS systems by masters updation, validation and review
- IT systems development and sustenance with help of TTL IT team for smooth and flawless warranty operations
- Service updation campaign management by campaign creation, monitoring and closure for mitigating potential product failures on customer vehicles
- Drove adoption of new technology solutions, modernizing operations and improving operational efficiency by use of SAP BOBJ reports and Power BI Dashboard tools for Warranty MIS and Failure analysis reporting.
- Improved Channel Partners team performance by providing comprehensive training and fostering a collaborative work environment.
Team Lead - Process Excellence (Order to Cash)
TML Business Services Limited
04.2017 - 03.2022
- Active participation in GST implementation project and ensured flawless GST invoice status tracking mechanism.
- Productivity realization through deployment of Robotic Process Automation (RPA) and Tactical Automation (TA) projects
- Identified and fixed system issues with help of IT and through SAP masters review
- Implemented Quality Monitoring Framework for O2C Tower processes - Warranty, AMC, Transport Billing
- SOP digitalization of O2C Tower processes with the help of SAP WPB tool
- Testing and gap reporting of SOX controls for all TML processes documented under Risk Control Matrix of O2C Tower.
- Continuous process improvement (Kaizen) drive through Sujhao initiative & Lean Six Sigma projects completion
- Realized cost saving / avoidance of Rs. 11.71 Cr. in FY21 and Rs. 8.43 Cr. in FY22 through QC and Data Analyses
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Asst. Manager (Customer Support)
Tata Motors Limited
03.2012 - 03.2017
- Carrying out first hand analysis of the Dealer Warranty claims & responsible for settlement of Warranty claims in the organization
- Responsible for net cost control of warranty per vehicle by scrutinizing claims, child parts implementation
- Early failure modes capturing and communicating to stake holders to drive quality improvement and warranty cost reduction
- Supporting field service engineers for analyzing critical failures & warranty submission queries raised by dealers
- Accomplished multiple tasks within established timeframes
- Generate & release Warranty MIS reports
- Conduct Warranty process audits of channel partners
- Service Updation Campaign Management
Deputy Manager (After Sales Service)
Piaggio Vehicles Private Limited
08.2000 - 02.2012
- Responsible for warranty claims settlement of all 3 wheeler models
- Conducting regular Pre-dispatch Inspection to control warranty failures
- Monitoring after modification part failures / pilot lots used
- Ensure maximum vendor recovery to achieve set target of management for warranty cost per vehicle after Reclaim.
- Sorting vendor parts having manufacturing defect.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Implement and monitor changes in the system with respect to modifications & requirements from HO & also time and cost effective
- Interacting with dealers for warranty system improvement & quality submission
- Time study of vehicle components for preparation of flat rate time manual
Education
MBA - Marketing Management
Modern Institute For Business Studies
Pune, India 04.2001 -
BE - Industrial Engineering
IIIE
Mumbai, India07-2022
Diploma - Mechanical Engineering
Sou Venutai Chavan Polytechnic
HSC - undefined
State Board
SSC - undefined
State Board
Skills
Strong analytical abilities with data
Certification
Systematic Problem Solving, 07/01/22
Disclaimer
I hereby solemnly declare that all the above information is true and correct to the best of my knowledge and belief.
Personal Information
- Date of Birth: 04/16/80
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Accomplishments
- Completed Lean Six Sigma Green Belt certification course organized by ASQ South Asia, New Delhi during April - May 2018.
- Achieved cost saving and avoidance of Rs.20.14 Cr. in Warranty & AMC processes by Risk Analysis and Quality Control
- Certificate of appreciation from CEO and MD for active participation in Value creation through GST implementation IMPACT project
- Active participation in various IT projects like Helios, NextGen
- Successfully completed TBEM Practitioners Workshop securing Gold standard in January 2016
- Secured first prize in Best Display and Content Section of Technovation 2016
- Supervised team of 05 staff members during Team Lead - Process Excellence position.
Software
SAP BIW BOBJ
CRMDMS
MS Office
Power BI
SAP WPB
Interests
Travelling
Reading
Timeline
Sr. Manager - Customer Care (Warranty Operations)
Tata Motors Passenger Vehicles Limited
04.2022 - Current
Team Lead - Process Excellence (Order to Cash)
TML Business Services Limited
04.2017 - 03.2022
Asst. Manager (Customer Support)
Tata Motors Limited
03.2012 - 03.2017
MBA - Marketing Management
Modern Institute For Business Studies
04.2001 -
Deputy Manager (After Sales Service)
Piaggio Vehicles Private Limited
08.2000 - 02.2012
Diploma - Mechanical Engineering
Sou Venutai Chavan Polytechnic
HSC - undefined
State Board
SSC - undefined
State Board
BE - Industrial Engineering
IIIE
Similar Profiles
AKHILESH SUNIL DHAKADAKHILESH SUNIL DHAKAD
Trainee Engineer at Tata Motors Passenger Vehicles LimitedTrainee Engineer at Tata Motors Passenger Vehicles Limited
Shaunak Kumar RoyShaunak Kumar Roy
Cost Engineer at Tata Motors Passenger VehiclesCost Engineer at Tata Motors Passenger Vehicles
ANIKET JOSHIANIKET JOSHI
General Manager Purchase and Supplier Chain Management at TATA Motors Passenger Vehicles LtdGeneral Manager Purchase and Supplier Chain Management at TATA Motors Passenger Vehicles Ltd
Paul BassPaul Bass
Sr. Manager of Customer Care and Community at Vinyl Me PleaseSr. Manager of Customer Care and Community at Vinyl Me Please
Rafael PaganRafael Pagan
Sr Manager, Customer Care Business Performance at BOLD, LLCSr Manager, Customer Care Business Performance at BOLD, LLC