Vijay P. Patil
Indore
Summary
Dynamic professional with a proven track record in service process improvement and technical support, notably at Kirloskar Oil Engines Ltd. Excelled in enhancing customer satisfaction and service training across diverse regions. Achieved significant improvements in service KPIs and dealership service quality, leveraging data analysis and a customer-centric approach.
Overview
21
21
years of professional experience
Work History
Area Service Manager
Kirloskar Oil Engines Ltd
Indore
10.2022 - Current
- Responsible for dealer service operations and technical support for the Central Indian states of Madhya Pradesh and Chhattisgarh.
- Responsible for improving dealership service quality in the assigned region.
- Maintain the Service KPIs at the dealer end, such as MaxTTR, FTR, FVR, and CDI, which are the outcomes of the set Service processes for the dealerships.
- Monthly assessment of dealerships for the availability of trained manpower with respect to population, projected SR loads as per signed AOPs.
- Involved the key positions recruitments for the dealerships' service head, branch manager.
- Periodic meetings with all the OEMs for industrial applications and gensets, GOEMs.
- Improve CDI score by reducing the number of detractors and passive customers by improving customer satisfaction and education.
- Provide necessary field-level inputs related to service and spares for drawing up the annual operating plan.
- Lead and support initiatives and projects that are aligned with the company and individual KRA, and review progress with the leadership team.
- Coach and enable service personnel to drive service business performance.
- Carrying out the Dealer Score Card audit to ensure all the service quality parameter targets are met.
- Identify and address barriers and/or gaps in executing the service process that prevent distributor employees from successfully providing a world-class customer experience.
- Providing technical assistance or guidance to the service technicians on the repeated and major complaints, and performing root cause analysis.
- Providing the field inputs on the product feedback and infant care products.
Customer Care Manager
Mahindra & Mahindra Ltd
Pune
04.2016 - 09.2022
- Company Overview: Truck and Bus Division.
- Responsible for the aftermarket support to the products Truck & Bus in the regions of West Maharashtra, Marathwada, Ahmednagar, and Pune districts.
- Responsible for improvement in the channel for customer support on the routes and in the cities – authorized customer care centers and roadside assistance.
- Ensuring the readiness of the channel for the technological shifts in the automobile industry – BS 3 to BS 6.
- Ensure the Service KPIs, such as Promise vs. Delivery, BD Guarantees, accidental repair TAT, CSSI, and NPS.
- Responsible for the development of the dealerships, as per operational audits and essential operating requirements.
- Responsible for technical support to dealerships and service centers team, manpower training, and recruitment requirements for the dealerships.
- Ensuring that customer-centric activities drive improvements in service loads and revenue to enhance workshop profitability.
- Responsible for the timely settlement of warranty claims and NPCs from dealers and Authorized Service Centers.
- Network expansion by establishing new channel partners in the blind spots, as per customer and market needs.
Customer Care Manager
Mahindra & Mahindra
Mumbai
05.2011 - 03.2016
- Company Overview: Power Train Division (Mahindra Heavy Engines, Ltd.)
- Responsible for new product establishments in different applications, such as trucks, gensets, and industrial applications.
- Responsible for training dealers of different OEMs/GOEMs on the new engine introduced by M&M under a joint venture with Navistar International.
- Responsible for providing feedback on the products to the engineering and quality teams for timely fixes of the issues and resolutions, as well as field fixes implemented.
- Responsible for establishing the fuel economy with the benchmark competitors in the different applications and usage of the engines.
- Responsible for generating new business opportunities for the developed engine for limited applications.
- Power Train Division (Mahindra Heavy Engines, Ltd.)
Sr. Engineer After Sales
Gmmco Ltd
Mumbai
04.2008 - 04.2011
- Responsible for carrying out the installation and commissioning of CAT gensets and engines.
- Carrying out troubleshooting and repairs of the genset-related issues up to 2,500 kVA.
- Commissioning and troubleshooting of industrial engines.
- Carried out troubleshooting on various applications, such as piling rigs, marine pumps, and fire pumps.
- Responsible for business generation through selling AMCs, CAAMCs, and overhauls of the engines.
Service Engineer
Manik Diesel Services
Surat
04.2004 - 03.2008
- Company Overview: Authorized Dealer for Cummins India, Ltd., and Services India Ltd.
- I have undergone the implant training at Cummins Sales & Services for 11 months.
- Undergone the training at Stamford Alternators.
- Responsible for the commissioning of new gensets and engines.
- Troubleshooting of all applications of engine construction and marine.
Education
B E - Automobile Engineering
Swami Vivekananda Institute of Management Science & Technology
01.2023
Diploma - Automobile Engineering
Maharashtra State Board of Technical Education
01.2003
Skills
- Service process improvement
- Technical support
- Data analysis
- Customer satisfaction
- Service training
Accomplishments
- 12 Awards received in Mahindra & Mahindra Ltd related to customer centricity/Product establishment /Best Manager /Tipper Market Support/ Recovery of the lost customers /Value establishments and customer satisfaction.
- Nominated for MD award In KOEL for resolve the critical issues in Industrial engines and prevent the lot of engines from replacement.
Timeline
Area Service Manager
Kirloskar Oil Engines Ltd
10.2022 - Current
Customer Care Manager
Mahindra & Mahindra Ltd
04.2016 - 09.2022
Customer Care Manager
Mahindra & Mahindra
05.2011 - 03.2016
Sr. Engineer After Sales
Gmmco Ltd
04.2008 - 04.2011
Service Engineer
Manik Diesel Services
04.2004 - 03.2008
B E - Automobile Engineering
Swami Vivekananda Institute of Management Science & Technology
Diploma - Automobile Engineering
Maharashtra State Board of Technical Education
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