Vishal Sharma
Bengaluru
Summary
Automotive leader with over 13 years of experience in after-sales service and EV fleet asset management. Currently serves as Associate Director – Service, managing 300+ workshops and enhancing key performance metrics including TAT, FTR, CSI, and revenue. Previously held position as National Head – Asset at Magenta Mobility, overseeing a 3,000+ EV fleet with comprehensive responsibility for procurement, uptime, lifecycle costs, and sustainability compliance. Demonstrated success in P&L management, digital transformation, network expansion, and leading high-performing teams across multiple states.
Overview
15
15
years of professional experience
Work History
Associate Director – Service
Ola Electric
Mumbai
12.2024 - Current
- Spearheaded end-to-end service operations for West Zone, overseeing 300+ workshops and 1,200+ technicians, servicing over 150,000 vehicles monthly.
- Achieved INR 24+ Cr in annual revenue with 28% YoY growth through effective management of P&L for service vertical.
- Elevated Customer Satisfaction Index to 91%, ranking West as #1 performing region nationwide for two consecutive quarters.
- Expanded strategic service network by adding 40+ service touchpoints in high-demand and rural areas, enhancing accessibility by 18%.
- Designed and implemented Operational Excellence Framework, standardizing turnaround time, technician productivity, warranty processes, and compliance audits.
- Increased technician productivity to over 85% while reducing idle time by 32% through daily performance dashboards and realignment of incentives.
- Implemented digital interventions, including AI-based job card allocation and feedback via WhatsApp, reducing customer wait time by 25%.
- Strengthened retention KPIs by raising AMC and RSA attachment rates to 62% and improving repeat footfall by 19% through targeted campaigns.
National Head
Magenta Mobility
Bengaluru
02.2023 - 11.2024
- Oversaw end-to-end lifecycle management of fleet comprising 3,000 EVs across 20+ cities, ensuring optimal uptime and compliance.
- Achieved fleet uptime exceeding 96% through preventive maintenance and centralized service tracking systems.
- Designed and executed Battery Lifecycle & Swap Strategy, extending battery life cycles by 15–18%.
- Established comprehensive asset management system integrating telematics, diagnostics, and analytics for improved decision-making.
- Reduced fleet maintenance costs per vehicle by 22% YoY through vendor negotiations and optimized repair processes.
- Launched centralized Asset Command Center for real-time monitoring of usage, route deviations, and charging behavior.
- Standardized asset onboarding protocols to ensure documentation and regulatory compliance prior to deployment.
- Executed sustainability programs, avoiding over 900 tons of CO₂ emissions annually in line with corporate ESG objectives.
Regional Service Manager
Ola Electric
Mumbai
01.2022 - 01.2023
- Oversaw After Sales Operations for Ola Electric across Mumbai, Aurangabad, Nashik, and Surat, managing over 45K units.
- Directed five Service Centres with a team of 15 mid-level managers to enhance operational efficiency.
- Analyzed technical team responses to address brake pad failures, leading to improved service reliability.
- Planned strategies for critical part failures, utilizing Van Stocking to ensure timely supply.
- Reduced average failure rates from 600 to 160 through effective field solutions and system improvements.
- Implemented a tech layer for pre-assignment clarity on parts and service types, boosting team understanding.
- Maintained Net Promoter Score ratings above nine through exceptional customer service initiatives.
- Cross-trained employees to enhance team agility and optimize performance based on individual strengths.
Manager
Ola Cars
10.2020 - 01.2022
- Oversaw service operations for West and South Region, managing a team of 10 to ensure efficient vehicle refurbishment.
- Developed and executed regional service strategies to surpass customer expectations and meet refurbishment targets.
- Collaborated with refurbishment centers and dealerships to maintain effective service delivery and quality control.
- Conducted training programs for service technicians, enhancing skills in car refurbishment.
- Monitored refurbishment data to identify trends and implement improvements for increased efficiency.
- Managed service escalations, ensuring timely resolutions for customer inquiries and concerns.
Area Manager
Ola Fleet Technologies Pvt Ltd
02.2018 - 09.2020
- Developed comprehensive understanding of service operations through various OEM and third-party workshops for OFT cars.
- Ensured adherence to SOPs for service, repair, and accident protocols.
- Identified and empaneled additional service workshops, tire and battery suppliers for OLA car repairs under agreed terms.
- Managed end-to-end relationships with service providers, insurance companies, and OEM regional offices.
- Handled escalations through empaneled workshops and central teams, conducting process audits at provider locations.
- Supported service providers and customers in addressing concerns effectively.
- Executed repair quality control measures to maintain high standards.
- Ensured vehicle readiness for onboarding processes.
Service Manager
B Magatram and Sons
Gandhidham
05.2013 - 12.2017
- Established departmental goals and objectives, including annual budget and marketing plan to enhance business growth.
- Delivered training on administrative policies to all department personnel for improved compliance.
- Promoted continuous skill development for technicians through periodic training on new automotive systems.
- Served as liaison with factory representatives, ensuring adherence to manufacturer warranty and policy procedures.
- Achieved highest Customer Service Index (CSI) rating by promptly addressing customer complaints.
- Managed all maintenance activities to ensure operational efficiency in the workshop.
- Oversaw comprehensive administration of workshop functions for optimal performance.
- Conducted ABC analysis of engineering stores in collaboration with maintenance department.
Service Manager
SHANTINATH MOTORS PRIVATE LIMITED
Gandhidham
05.2012 - 04.2013
- Executed work analysis, vehicle planning, and scheduling to enhance operational efficiency.
- Managed assignment of tasks to technicians, optimizing productivity tracking and workflows.
- Evaluated incoming work for labor planning, balancing shift schedules to maximize output.
- Optimized labor utilization by managing straight time, overtime, and outside repair resources.
- Aligned shift patterns with qualified technician hours and equipment availability for customer needs.
- Oversaw Automated Planning System execution for effective labor management.
- Developed and managed personnel training programs to elevate team performance.
- Directed customer relationship management to resolve issues and enhance satisfaction.
Service Engineer
Manaksia Steels Ltd
Anjar
04.2011 - 04.2012
- Oversaw shift management, ensuring staff performance and production quality met targets.
- Ensured compliance with quality systems, processes, and procedures during production shifts.
- Managed, developed, and motivated direct reports to enhance team effectiveness.
- Monitored and reported on production process performance and addressed general issues.
- Facilitated effective communication among staff members through verbal and written updates.
- Enforced Health and Safety regulations, addressing issues per company policy.
- Utilized problem-solving skills to support team members in overcoming challenges.
ENGINEER
Uttam Galva Steels Ltd.
Khapoli
05.2010 - 03.2011
- Executed fabrication for LPG gas line, steam line, and waterline projects.
- Completed erection and commissioning of chromate filtration system.
- Oversaw erection and commissioning of effluent treatment plant.
- Led erection and commissioning of four HI skin pass machines.
- Contributed theoretical insights to acid regeneration project.
- Cultivated vendor relationships to reduce costs and enhance material options.
- Updated operational methods while managing accounting processes to boost efficiency.
Education
Bachelor of Engineering - Mechanical Engineering
Geetanjali Institute of Technical Studies
Udaipur06-2009
Skills
- Service network expansion and workshop operations
- KPI management (TAT, FTR, repeat jobs, CSI)
- Warranty management and cost control
- Spare parts planning and inventory optimization
- Team leadership and technical capability building
- Cross-functional collaboration (sales, parts, product)
- Digital transformation in after-sales service
- P&L ownership and strategic service planning
- Vendor management and SLA governance
- Strategy development
- Asset management
- Service operations
- Customer satisfaction
Timeline
Associate Director – Service
Ola Electric
12.2024 - Current
National Head
Magenta Mobility
02.2023 - 11.2024
Regional Service Manager
Ola Electric
01.2022 - 01.2023
Manager
Ola Cars
10.2020 - 01.2022
Area Manager
Ola Fleet Technologies Pvt Ltd
02.2018 - 09.2020
Service Manager
B Magatram and Sons
05.2013 - 12.2017
Service Manager
SHANTINATH MOTORS PRIVATE LIMITED
05.2012 - 04.2013
Service Engineer
Manaksia Steels Ltd
04.2011 - 04.2012
ENGINEER
Uttam Galva Steels Ltd.
05.2010 - 03.2011
Bachelor of Engineering - Mechanical Engineering
Geetanjali Institute of Technical Studies
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