Rahul Mohite Email and Phone Number

1. Manage a team of 60+ professionals to Meet annual business plans for retail sales of Tata genuine parts, (TGP ) Tata Motors Genuine oil (TMGO) , Tata Motors Genuine DEF (DEF).2. Develop Go to Market strategy for all aftermarket products. 3. Develop and manage a strong robust retail distribution channel4. Increase sales of Durafit range - value products -in retail market. 5. Increase sales through adoption of edukaan - digital platform for sale of TGP, TMGO , DEF .

• Work closely with the office of the President-Commercial Vehicles to develop the strategy and execution plan for improving spare parts penetration.• Lead a team of 7 highly enthusiastic & experienced professionals to drive 8 high impact initiatives to improve immediate goals of improving spares penetration• Work closely with an external consultant to identify business opportunities and the scalability of actions identified• Actively participate in defining the digital road map of… Show more • Work closely with the office of the President-Commercial Vehicles to develop the strategy and execution plan for improving spare parts penetration.• Lead a team of 7 highly enthusiastic & experienced professionals to drive 8 high impact initiatives to improve immediate goals of improving spares penetration• Work closely with an external consultant to identify business opportunities and the scalability of actions identified• Actively participate in defining the digital road map of the aftersales functionKey achievements : 1. Increased spares penetration from 17 % to 44 %2. Completed key initiatives across distribution network , warehousing , logistics to revamp the supply chain of Tata genuine Spare Parts 3. Led high impact sales acceleration program to increase retail sales of spare parts 4. Created the 5 years After-sales strategy for the customer care function . 5. Initiated key changes in procurement process to improve TML branding and sourcing cost reduction of spare parts. Show less

Responsibilities• Prepare annual Business Plan for the region by forecasting current business.• Achieve aftermarket parts revenue growth objectives, through aggressive business strategy and marketing initiatives. • Improve Customer Satisfaction Index ( CSI ). Transform Customer insights into actionable plans that drive customer and business benefits. Correlate Voice of Dealer, CSI survey data, warranty failure data and identify top issues for resolution. Collaborate with… Show more Responsibilities• Prepare annual Business Plan for the region by forecasting current business.• Achieve aftermarket parts revenue growth objectives, through aggressive business strategy and marketing initiatives. • Improve Customer Satisfaction Index ( CSI ). Transform Customer insights into actionable plans that drive customer and business benefits. Correlate Voice of Dealer, CSI survey data, warranty failure data and identify top issues for resolution. Collaborate with stakeholders from across the organization to eliminate the issues.• Establish and develop long term relationships with key personnel of large regional Customers.• Continually monitor market trends to identify new market opportunities in the region.• Motivate the distributor team to elevate their customer service approach. Guide the team in developing and implementing standards and processes in line with the company standards to continuously elevate the overall service experience • Promote safety, efficiency, quality, and overall excellence in the distributor team.Key Achievements :• Improved customer satisfaction index for Dubai Distributor from 73% to 94%.• Improved Sale of spare parts and achieved a target of 3 million USD. Actively engaged in developing a network of retailers to improve penetration and sale of TATA Genuine Spare parts.• Reduced warranty cost for UAE & Oman by 50 % a reduction of 160000 USD. • Conceptualized,developed and delivered Techmaster- A regional technical training program for Middle East market.• Established the first batch of new Gen TATA – ElanZA Buses in Dubai. Repeat order of 100 buses from the same customer.• Developed and delivered Safety First- A workshop safety program across UAE and Oman.• Improved reach of TATA Touch Service offerings.• Completed Field trails of the first proto of new generation LCV and M&HCV truck.• Completed 8 different studies of competition models and commercial vehicle best practices in UAE and Oman. Show less

Responsibilities• Assist the Global head in his executive assignments. Represent him in on various forums• Conceptualise & lead high impact projects in Customer care• Research new trends in the area of customer care and update the Global head.• Liaison with different functions, agencies & consultants to update and understand status of various projects. Achievements• Monitored the Customer Satisfaction score through monthly post Service Satisfaction and Yearly… Show more Responsibilities• Assist the Global head in his executive assignments. Represent him in on various forums• Conceptualise & lead high impact projects in Customer care• Research new trends in the area of customer care and update the Global head.• Liaison with different functions, agencies & consultants to update and understand status of various projects. Achievements• Monitored the Customer Satisfaction score through monthly post Service Satisfaction and Yearly Customer engagement Index. Generated monthly MIS for the customer care department• Developed the Service Market Share Calculation model and an action plan to improve it; Attained an increment of 4% points -from 35% to 39% in FY 15• Developed the matrix to monitor workshop revenues and profitability through a monthly score card. The number of setups qualifying the benchmark increased from 45 % to 59% in FY 15• Conceptualized and developed the first service based loyalty program for SCV range of vehicles. The program is also the first offering from TATA Motors in the area of Menu Servicing• Conceptualized and developed the Channel Partner connect portal, CV Channel Connect. The portal provides channel partners a single interface for all the commercial, technical and training related needs• Conceptualized and developed Priority Desk- a single stop for Key account customers. The portal improved service delivery to key accounts. The average resolution time for key accounts service complaints reduced from 54 to 36 hrs in FY 15. The Customer satisfaction % for the service requests received at the Priority desk is 95%• Received the STAR’s Award for exceptional contribution in this role Show less

Responsibilities• Improve Service Quality and Customer Satisfaction in the territory. • Lead a team of 5 customer support managers and handle a network of 45 channel partners.• Identify key locations in the territory to expand network coverage. Invite, assess and appoint new qualified channel partners in those locations. • Improve business revenues by increasing sale of spare parts, annual maintenance contracts, and reconditioned engines. Improve Channel Partner profitability… Show more Responsibilities• Improve Service Quality and Customer Satisfaction in the territory. • Lead a team of 5 customer support managers and handle a network of 45 channel partners.• Identify key locations in the territory to expand network coverage. Invite, assess and appoint new qualified channel partners in those locations. • Improve business revenues by increasing sale of spare parts, annual maintenance contracts, and reconditioned engines. Improve Channel Partner profitability through services marketing.Achievements :• Tremendously improved service network quality - Average Workshop Assessment scores improved from 550 to 710 • Ensured a high level of customer and dealer satisfaction index - the customer engagement index improved from 86 to 107, while the dealer satisfaction index improved from 84 to 88• Improved business revenues by improving spare parts off take vs consumption % from 55% to 85% and by promoting sales of service kits through improved marketing of spares in the workshop• Ensured profitability of channel partners through increased revenue per vehicle, an improvement of 25%• Improved process adherence at all workshops through ISO 9001:2008 certification of Channel Partners• Added 5 channel partners in key strategic locations across the office. The new locations improved service coverage in key rural markets, complementing the rural marketing initiative started at the National level• Introduced e-learning modules to ensure skill development at workshops • Rigorously implemented the 7 mandatory safety modules at all the channel partners to improve the operational safety in the workshops• Initiated the Green Dealership project to ensure a sustainable and an environment friendly workshop operations• Became the Youngest Area Aftersales Manager in TATA Motors CVBU Show less

• Worked across Rajkot, Ahmedabad, Goato establish and maintainclose business contacts with key customers, institutional customers, STUs• Established onsite service support for the first batch of 35 Prima Vehicles in 2010 in Goa; 99 % uptime was achieved for all vehicles operating at the site• Established the first lot of 30 Utlra buses and ensured their satisfactory operation during the international Film Festival in Goa in 2011• Rigorously monitored the Customer Information… Show more • Worked across Rajkot, Ahmedabad, Goato establish and maintainclose business contacts with key customers, institutional customers, STUs• Established onsite service support for the first batch of 35 Prima Vehicles in 2010 in Goa; 99 % uptime was achieved for all vehicles operating at the site• Established the first lot of 30 Utlra buses and ensured their satisfactory operation during the international Film Festival in Goa in 2011• Rigorously monitored the Customer Information Management System (CIMS) and coordinated with sales, service and spares teams to reduce downtime of off-road vehicles• Conducted monthly customer meets, service camps, driver training camps and fuel saving campaigns• Provided technical support to dealer/Tata authorized service stations• Imparted training to the dealer staff on the new technologies introduced• Ensured service process compliance at workshops through regular Service Processes audits• Provided feedback to Tata Motors R&D and Quality teams on vehicle performance by capturing customer voice during customer visits and by informing on Aggregate Life, loading patterns, kmpl trials• Conducted monthly warranty audits to identify key failures and initiate product improvement actions• Monitored the Service Delivery parameters regarding the time taken for service, quality of service, politeness of the dealer staff, cost of service and initiated actions along with the dealer team to improve them. Show less

Training across all commercial vehicle plants of TATA Motors.