Oct 2017 – Jul 2025 · 7 yrs 9 mos · Gurugram, Haryana, India · Remote

• I started my professional experiance as freelancer and started work with VECV as Senior Principal Consultant at - based on the kind of work typically done in consulting, transformation, or advisory roles in an automotive/commercial vehicle company like VECV.
• Domain: Automotive / Commercial Vehicles / Business Transformation / Service Excellence / Strategy.
• Key Responsibilities
• 1. Strategic Business Consulting
• Act as a senior advisor to CXOs and business heads on critical business functions like After-Sales, Service Network, Customer Experience, Dealer Development, and Parts Operations.
• Drive strategic initiatives aligned with organizational goals, such as service transformation, cost optimisation, digital enablement, and network expansion.
• 2. Process Excellence & Transformation
• Lead business process reengineering and best practice benchmarking across functions such as service operations, technical training, and CRM.
• 3. Project Leadership
• Lead high-impact, cross-functional projects across pan-India dealerships, regional offices, and plant locations.
• Act as a Program Manager for large-scale strategic initiatives involving technology upgrades, network digitisation, or customer engagement models.
• 4. Stakeholder Engagement & Facilitation
• Collaborate closely with internal departments (Product, Marketing, Sales, Service, HR, Parts) and external stakeholders (dealers, vendors, consultants).
• 5. Data Analytics & Business Insights
• Analyze market, performance, and customer data to generate insights and present recommendations to senior management.
• Build dashboards, MIS reports, and KPI frameworks to measure and track impact of implemented solutions.
• 6. Mentoring & Capability Development
• Lead workshops, design learning interventions, or support leadership development aligned with organisational culture and strategy.
• 7. OEM Collaboration & Innovation
• Explore new business models (like uptime services, fleet management, connected vehicle platforms).

Sep 2017 – Aug 2025 · 7 yrs 11 mos · Mumbai, Maharashtra, India · Remote

• As a Vice President – After Sales and Allied Business , this role is senior leadership-level and responsible for the overall performance, profitability, and customer experience of the service and parts business.
• Industry: Automotive Dealership (Passenger Cars / Commercial Vehicles
• Key Responsibilities
• 1. Strategic Leadership & Business Growth
• Define and execute the after-sales business strategy to drive growth, profitability, and customer loyalty.
• Lead service and parts operations across all dealership locations, ensuring alignment with OEM targets and dealership goals.
• 2. Customer Experience & Satisfaction
• Ensure top-tier customer satisfaction (CSI/SSI) through process improvements, complaint resolution, and proactive engagement.
• Implement customer retention programs, loyalty initiatives, and feedback systems to enhance service quality and brand value.
• 3. Workshop Operations & Load Management
• Optimize workshop capacity, bay utilization, technician efficiency, and repair turnaround time.
• Ensure smooth daily operations with consistent delivery of first-time-right service, vehicle delivery commitments, and job quality standards.
• 4. Team Leadership & Skill Development
• Lead a large cross-functional team including Service Managers, Workshop Controllers, Technical Advisors, CRM executives, and Parts Managers.
• Recruit, train, and retain high-performing service professionals with a focus on technical skill and customer orientation.
• 5. Financial & KPI Monitoring
• Own the P&L of the after-sales division including revenue, gross margin, cost control, and productivity.
• Track key performance indicators: Labour Contribution, Parts per RO, ERO, TAT, Upselling %, etc.
• 6. Technology & Digitalization
• Implement digital tools (CRM, DMS, Appointment Systems, Remote Diagnostics, Service Apps) to improve efficiency and transparency.
• Promote use of digital communication and self-service options for customers.

Jul 2016 – Oct 2017 · 1 yr 3 mos · New Delhi, Delhi, India · Hybrid

• With a Strong Sources I found wonderful opportunity in the Central Government as a National Trainer Head, Now I'm responsible for leading the design, delivery, and evaluation of all training initiatives across the country. This includes employee skill development, leadership training, product education, sales & service capability building, and ensuring alignment of learning outcomes with organisational goals.
• Key Responsibilities
• 1. Training Strategy & Planning
• Develop and execute the national training strategy aligned with the company’s business goals and HR vision.
• Identify training needs across functions and regions through TNI (Training Needs Identification) and TNA (Analysis).
• 2. Curriculum Design & Content Development
• Lead the design of standardized training modules for technical, behavioral, functional, and leadership areas.
• Oversee creation of digital content, e-learning modules, classroom guides, and product/service training material.
• 3. Leadership & Team Management
• Lead a team of regional training managers, master trainers, and content developers.
• Coach and mentor the training team to ensure consistency in delivery and excellence in execution.
• 4. Training Delivery & Execution
• Drive implementation of training programs (online, classroom, blended) across zones, regions, and departments.
• Manage national-level training academies, learning centers, and certification programs.
• 5. Stakeholder Collaboration.
• 6. Technology & Innovation
• Introduce and manage LMS (Learning Management Systems), mobile learning platforms, AI-enabled learning paths.
• Encourage gamification, micro learning, and performance support tools for modern learning experiences.
• 7. Compliance & Standardization
• Ensure all training programs meet regulatory and industry-specific requirements.
• Standardize training delivery across all centers and regions for consistent employee capability.

Oct 2014 – Jun 2016 · 1 yr 8 mos · Jaunpur, Uttar Pradesh, India · On-site

• Now the responsibility comes as a Group General Manager – Service and responsible for overseeing the entire after-sales service function across multiple locations or brands within an organisation.
• The role involves developing strategies, managing large service teams, ensuring customer satisfaction, and driving operational excellence and profitability in service operations.
• Key Responsibilities
• 1. Strategic Service Leadership
• Define and implement service policies, SOPs, and business strategies for all service centers in the group.
• Align service goals with overall company objectives for customer experience and brand positioning.
• 2. Multi-location Service Operations Management
• Monitor performance and productivity across all service branches.
• Ensure standardisation and compliance with OEM guidelines, quality processes, and safety norms.
• 3. Customer Satisfaction & Retention
• Drive initiatives to improve customer satisfaction scores (CSI/SSI).
• Handle high-level customer escalations and design customer delight programs.
• 4. Team Development and Leadership
• Lead a large team of service managers, advisors, technicians, and back-office staff.
• Plan and implement training, skill development, and motivational programs to enhance workforce capability.
• 5. Revenue & Profitability
• Set revenue and profitability targets for service departments.
• Monitor workshop load, bay productivity, parts revenue, and labour efficiency.
• 7. Process Improvement & Technology Adoption
• Implement digital tools for service management (DMS, CRM, appointment booking apps).
• Promote paperless, automated, and customer-friendly processes.
• 8. Reporting & Coordination
• Prepare MIS reports and present service KPIs to top management and OEM partners.
• Coordinate with internal departments (Sales, Parts, HR, Finance) for cross-functional effectiveness.

Oct 2010 – Aug 2014 · 3 yrs 10 mos · Lucknow, Uttar Pradesh, India · On-site

• As a General Manager Service at Tanya Automobiles (MSIL Dealership) involves overseeing the entire service department to ensure smooth operations, high customer satisfaction, and profitability in after-sales service. The General Manager Service (GMS) is responsible for strategic and operational leadership within the service function, managing teams, and aligning service activities with business goals.
• I authorised to care of all three branches in Lucknow.
• Key Roles and Responsibilities:
• Manage Overall Service Operations: Oversee daily service department functions, including vehicle repairs, maintenance, and customer service delivery, ensuring efficiency and quality in all activities.
• Customer Satisfaction: Maintain and enhance high customer satisfaction levels by implementing excellent service standards, handling escalated complaints, and ensuring quick resolution of service issues.
• Team Leadership and Development: Lead, motivate, and manage a team of service advisors, technicians, and support staff. This includes training, scheduling, and performance management to maintain a productive workforce.
• Service Strategy and Business Growth: Develop and execute strategies to improve service efficiency, increase service revenue, and control costs. This includes driving parts sales and optimizing workshop utilization.
• Monitor Metrics and KPIs: Track key performance indicators such as service turnaround time, repeat complaints, first-time-right repairs, and customer feedback to identify areas for improvement and implement corrective actions.
• Ensure Compliance and Safety: Guarantee adherence to company policies, industry safety standards, and regulatory requirements to maintain a safe and compliant service environment.
• Collaboration: Work closely with other dealership departments such as sales and spare parts to streamline processes and deliver an integrated customer experience.
• Reporting and Communication: Provide regular reports on service department

Aug 2007 – Jun 2010 · 2 yrs 10 mos · Chandigarh, Chandigarh, India · On-site

• As a Customer Support Manager in Tata Motors Commercial Vehicles is responsible for ensuring high customer satisfaction and driving after-sales revenue through effective management of the service network and key accounts. This role focuses on resolving customer issues related to commercial vehicles, enhancing service and spare parts revenue, and maintaining strong relationships with dealerships, state transport undertakings (STUs), and key corporate clients.
• Key Responsibilities:
• Managing Service Network and Customer Issues: Oversee and coordinate service activities across multiple workshops (typically 7-8 dealerships and service centers in a state), ensuring timely resolution of customer complaints and technical issues to boost customer satisfaction.
• Driving Business Objectives: Achieve service and spare parts revenue targets by executing strategies aligned with company policies and commercial goals, including promoting Annual Maintenance Contracts (AMC), Fleet Management Services (FMS), and Key Account Management (KAM).
• Strategic Planning and Execution: Develop and implement service improvement initiatives, operational best practices, and promotional campaigns to optimize service network performance and expand customer reach.
• Customer Relationship Management: Build and maintain strong relationships with key accounts and stakeholders such as State Transport Undertakings, facilitating effective communication and collaboration to meet their evolving needs.
• Monitor and Review Performance: Track service process adherence, analyze customer complaint data, service quality, and operational efficiency, providing support and feedback to field teams and dealerships.
• Support Digital Initiatives: Enable higher penetration of service and spares through Tata Motors’ digital platforms like Fleetedge, E-Dukan, and Bandhu.
• Leadership and Team Development: Motivate, coach, and develop service teams and network partners by fostering a customer-centric approach.

Aug 2005 – Jun 2007 · 1 yr 10 mos · Bengaluru, Karnataka, India · On-site

• As a Service Engineer in the AMW is responsible for maintaining, repairing, and servicing automotive equipment and vehicles to ensure optimal performance and customer satisfaction. Their role typically includes troubleshooting faults, performing routine inspections, conducting preventive maintenance, and providing technical support both in workshops and at customer sites.
• Key responsibilities of an automobile service engineer include:
• Diagnosing and repairing mechanical and electrical faults in vehicles or automotive equipment by using diagnostic tools, test drives, and customer inputs.
• Conducting preventive maintenance activities to reduce breakdowns, increase vehicle longevity, and enhance safety by servicing components as per manufacturer guidelines.
• Installing, commissioning, and upgrading automotive systems or equipment to ensure new or updated technology functions correctly in vehicles.
• Providing technical assistance and training to customers or junior technicians on proper use, maintenance, and troubleshooting of automotive systems.
• Preparing detailed service reports, maintenance logs, and documentation to track repairs, parts used, and service history.
• Communicating effectively with clients and internal teams to understand issues, explain work performed, and ensure customer satisfaction.
• Monitoring inventory of spare parts and tools, and coordinating with suppliers or service coordinators to maintain adequate stocks.
• Ensuring compliance with safety standards and following proper procedures to maintain a safe work environment.
• Applying knowledge of automotive systems, including engines, transmissions, braking, suspension, and electrical components, to deliver high-quality service.
• Frequently traveling to customer sites or workshops as required, demonstrating flexibility and readiness for on-site problem solving.