Vilas Karaskar
Pune
Summary
Accomplished automotive service leader with over 25 years of progressive experience in after-sales operations, customer experience, dealer network development, technical support, service marketing, and training across passenger vehicles and two-wheelers. Proven track record of leading regional service operations, strengthening dealer capability, improving customer satisfaction, driving service revenue, and supporting domestic as well as international business functions. Extensive leadership experience with Tata Motors, Bajaj Auto, Honda Motorcycle & Scooter India, Eicher Motors, and Spicer India in managing customer support operations, technical service, warranty administration, training & certification, network development, workshop modernization, and cross-functional collaboration. Recognized for building high-performing teams, improving dealer performance, enhancing customer retention, and delivering sustainable operational excellence. Experienced with managing customer care operations and ensuring high levels of customer satisfaction. Utilizes conflict resolution strategies to maintain positive customer relationships and team dynamics. Track record of successfully leading teams and implementing service improvements. Customer care professional prepared to drive positive outcomes in customer service environments. Known for enhancing customer experiences and optimizing service workflows. Reliable team player with focus on collaboration and adaptability. Skilled in conflict resolution and communication, valued for strong problem-solving abilities.
Overview
29
29
years of professional experience
Work History
Regional Customer Care Manager
Tata Motors
Indore
07.2024 - Current
- Led regional customer care operations across 58 dealerships in Madhya Pradesh.
- Managed and mentored a team of 7 regional customer service professionals.
- Drove customer satisfaction and service excellence initiatives across the dealer network.
- Monitor key customer experience parameters including CPTV, SDD, RV and TAT.
- Improved vehicle retention through service marketing initiatives including Extended Warranty, AMC, and RSA.
- Drive spare parts business and distributor performance.
- Strengthened dealer capability through workshop modernization, digital initiatives, and structured training programs.
- Coordinate regional training and certification programs.
- Improve dealer engagement and overall service performance.
- Key Responsibilities
Technical Support Manager – International Business
Tata Motors
Pune
04.2017 - 06.2024
- Managed global after-sales technical support for Tata Motors Passenger Vehicles across international markets.
- Managed technical support for international dealers.
- Resolved complex product and customer issues.
- Developed Owner Manuals and Service Manuals.
- Prepared and maintained Electronic Parts Catalogue (EPC).
- Coordinated product improvement initiatives with cross-functional teams.
- Planned technical training for international dealer networks.
- Supported global product launches with service readiness, tools, training and spare parts planning.
- Managed service campaigns and customer satisfaction initiatives.
- Major Contributions
- Led technical support teams to enhance customer satisfaction and resolve complex issues efficiently.
Assessment, Training & Certification
Assessment, Training & Certification
Pune
01.2015 - 03.2017
- Managed dealer manpower assessment and certification.
- Identified training needs.
- Improved technical capability across dealer workshops.
- Coordinated certification programs.
- Worked effectively in fast-paced environments.
Area Manager – Customer Support
Area Manager – Customer Support
Chhatrapati Sambhajinagar
08.2011 - 01.2015
- Improved dealer service processes and customer satisfaction.
- Led inflow improvement initiatives.
- Supported body shop performance enhancement.
- Managed warranty approvals and claims.
- Coordinated customer complaint resolution.
- Strengthened dealer service operations.
- Developed strategic initiatives to optimize customer experience and increase satisfaction across multiple regions.
Assistant Manager – Service Training
Bajaj Auto
Pune
01.2008 - 01.2011
- Managed Western Region Training Centre.
- Designed technical training modules.
- Developed diagnostic manuals and service literature.
- Worked closely with R&D on new product serviceability.
- Introduced technician skill competitions across India.
- Planned training for new product launches.
- Developed supervisory and soft-skill training programs.
- Developed training programs to onboard new staff and promote skill development.
Senior Executive – Field Training & Operations
Honda Motorcycle & Scooter India
01.2005 - 01.2008
- Led regional technical training programs.
- Designed technical and behavioral training modules.
- Conducted dealership capability assessments.
- Worked with R&D during new model quality surveys.
- Improved technician competency across Western India.
- Led cross-functional teams to enhance product development and operational efficiency.
- Developed strategic initiatives to improve market share and customer satisfaction.
Area Incharge – Service
Eicher Motors
01.2004 - 01.2005
- Established dealer service infrastructure.
- Conducted technician training.
- Improved service quality and warranty management.
Zonal Sales & Service Engineer
Spicer India
01.2000 - 01.2004
- Managed OEM service support.
- Reduced warranty settlement lead time.
- Conducted technical training across OEMs.
Graduate Engineer Trainee
Atlas Copco India
01.1998 - 01.1999
Education
Institute of Engineers (India)
01-2016
PGDBA - Marketing
Symbiosis Institute of Management
Pune01-2009
Diploma - Mechanical Engineering
01-1998
Skills
Regional After Sales Operations
Customer Experience (CX)
Dealer Network Management
Service Operations
Warranty Administration
Technical Support
Customer Complaint Resolution
Service Marketing (EW, AMC, RSA)
Spare Parts Business
SELECTED CAREER HIGHLIGHTS
- 25+ years of leadership in automotive after-sales operations.
- Successfully managed regional customer service operations for Tata Motors.
- Extensive experience supporting both domestic and international markets.
- Expertise in dealer development, technical support and customer experience.
- Led multiple technical training and certification initiatives.
- Supported new product launches through service readiness planning.
- Strong cross-functional collaboration with engineering, R&D and dealer networks.
- Experienced in workshop modernization and digital transformation initiatives.
PROFESSIONAL DEVELOPMENT
- Customer Handling Skills
- Supervisory Development Program
- The 7 Habits of Highly Effective People
- Continuous Improvement Programs
LEADERSHIP HIGHLIGHTS
- 25+ years of leadership experience in automotive after-sales and customer service.
- Managed customer service operations across 58 dealerships.
- Led and developed a 7-member regional customer care team.
- Extensive experience supporting domestic and international dealer networks.
- Expertise in customer experience (CX), dealer development, warranty management, technical support, service operations, and cross-functional leadership.
Timeline
Regional Customer Care Manager
Tata Motors
07.2024 - Current
Technical Support Manager – International Business
Tata Motors
04.2017 - 06.2024
Assessment, Training & Certification
Assessment, Training & Certification
01.2015 - 03.2017
Area Manager – Customer Support
Area Manager – Customer Support
08.2011 - 01.2015
Assistant Manager – Service Training
Bajaj Auto
01.2008 - 01.2011
Senior Executive – Field Training & Operations
Honda Motorcycle & Scooter India
01.2005 - 01.2008
Area Incharge – Service
Eicher Motors
01.2004 - 01.2005
Zonal Sales & Service Engineer
Spicer India
01.2000 - 01.2004
Graduate Engineer Trainee
Atlas Copco India
01.1998 - 01.1999
Institute of Engineers (India)
PGDBA - Marketing
Symbiosis Institute of Management