- Team lead for Customer Service (After-sales)Technical department- Spearheading the new product launches in India from technical front- Project lead for various strategic projects like connected cars, EV etc.- Responsible for product quality concerns and their resolution with collaboration with Germany.- Support dealer for diagnosis of complex concerns with help from German counterparts and field teams.- Handle special technical projects aimed at improving After- Sales business, Customer orientation and dealer satisfaction

• Dealer performance, Spare parts Sales forecast, data analytics for business growth and implementation of CS Strategy.• Monitoring Power Bi tools to understand the market demands to have pragmatic approach.• To support New customer initiative launches in the region and plan training & marketing campaign accordingly.• Ensure Customer satisfaction through Customer experience initiatives• Retail Network development by new business partner selection, new workshops & layout designs.

• Dealer business growth and Enhancing DPI & CATI Score of dealership• CSI strategies and implementation, Customer complaint management, Implementing Service consistency program with JD Power.

• Market Study analysis to determine optimum dealer/workshop count and preferred locations. Review and recommend markets, prospect and site selection for expanding dealer/workshop operations.• Dealer on-boarding activities including the development of Dealer Proposal Packages for Letter of Understanding, Letter of Intent, Dealer Agreement packages & Dealer on-Boarding Binder for new dealers, renewals.• Ensuring Dealer profitability through constant monitoring and with various fixed cost reduction methodologies.• Dealer performance oversight & reports necessary for dealer performance tracking in conjunction with Sales and After Sales Field Operations • Coordinate with Sales and After Sales Field Operations the activities related to dealer improvement and/or replacement of poor performing dealers for executive oversight. • Oversee Business Management activities of dealer network like profitability, Service Absorption Ratio (profitability index) etc.• Annual Network Expansion planning (3S, 2S, HASC and Rural Sales Outlets) & up-gradations plan.

• Performance management and dealer profitability• Fulfillment of network expansion plan and workshop profitability plan• Proper deployment of service processes across the network and achieve service excellence• Preparing PPFR reports for premature failures of parts and repeated complaints• Dealer warranty and claim management• Conduct field training for customers and channel partners• Spare parts inventory management

• Service support management (Franchisee model)• Warranty adjudication management & product replacement from CFA to franchisee through SAP• Segments analysis for product failure & reporting feedback to the engineering department• Identification of premature failure of products, preparing technical report and sending to plant for TDA• Organizing training programs for franchisee & OEM dealer staff at regular intervals• Competition monitoring• Achieving highest customer satisfaction index while maintaining TAT-1, TAT-2 & TAT-3 as per the norms