Pankaj Deshpande

• Assessing, developing repair SOP’s and setting, Planning, implementing training supports
• Service process development within and across network
• Setting road map for Service, Assembly, Network, Product Platform and technical developments
• Converting field issues to the improved product feature and upgrading user experience
• Creating Product, Service and Spare’s support across company and network
• Spares Inventory Planning and Managing Spare part Inventory Support functions

• “NAR” Domain Assessor and Domain Subject Matter Expert for Automobiles
• 11 Batches successfully assessed within Gujarat, till date.
• Assess Trainees of RSETi for Automobile Domain.
• Question Paper deriving for Assessment of trainee.
• Conducting ViVa test conversation for Oral Assessment of trainee.
• Conducting Practical test for trainee.
• Value addition for Assessment environment & Quality to life of Trainees.
• Certification Tests for Trainers of RUDSETi & RSETi.

System Assessments and laying uniform practices across the market
Setting the service and spares network channel of the company.
Guiding and training the service and spares team for SMART stocks, Inventory and outflow practices
RnR Improvement of Staff, Training on Technical issues, management Reports on Business Operations.

Heading Service & Spare Parts function and operations for Motorcycle Importer & distributor for country Tanzania

• Skill Consultation to Dealer Teams on Technical and Nontechnical Skills
• Suggesting Management actions & plans further for enhancement of performance
• Auditing, Plan and suggest a developmental improvement set of action plan for team & business improvement

1. Setting up Country Distributorship in terms of Sales Service & Spares in the region of ME, North Central & Western African countries
2. Establish Secondary Network with Country Distributors in the region of ME, North Central & Western African countries
3. Set, Analyze, Monitor & Initiate Correction on field activities for sales promotions.
4. Finding prospects for country distributorship & activate distributor.
5. Monitor Billings, generate orders, process & execute orders & co-ordinate logistics for same.
6. Technical training to the Staff, Local Mechanics, Sales Team for the country distributors.

1) Evaluating workshop teams, and customer needs and insights.
2) Overall after sales strategy and execution of plans for the existing products.
3) Working with sales teams to manage new product development from a technical side.
4) Assisting the development of SSS for our existing and new products.
5) Developing a feasible training program for internal and external mechanics and technicians.
6) Applying policy and procedures and propose modifications when needed.
7) Analysis of the effectiveness of all aftersales efforts.

A) Ensure accurate planning, implementing and reviewing of sales revenues and profits in line with company targets.
B) Monitor and analyses all KPI (Appendix) set and agreed by company and the manufacturer for service and Parts department.
C) Implementing customer-oriented working processes for all service and Parts employees coming into contact with customers.
D) Ensure that the organization structure for Service and Parts department is created, approved and job descriptions defined to meets the requirements

Responsible for developing, business of Bikes in Cameroon the Western African Country.
1) Orders & Sales Track 2) Develop Main Dealer, Sub Dealer & Mapping 3) Analysis of Sales Performance 4) Market Corrections 5) Marketing Plans and executions 6) Field Service and Veh. Assembly monitor performance 7) Create, Train, Monitor, maintain Ground Team. 8) Promotional Field Activities

1) Customer satisfaction, thru’ Quality of Repairs.
2) Ensure accurate planning, implementing and reviewing of sales revenues and profits in line with company targets
3) Monitor and analyses all KPI (Appendix) set and agreed by company and the manufacturer for service and Parts department.
4) Implementing customer-oriented working processes for all service and Parts employees coming into contact with customers.
5) Ensure that the organization structure for Service and Parts department is created, approved and job descriptions defined to meets the requirements of Audi.
6) Ensure that there is a plan in Place for all staff in Parts and service department to receive regular training in order to advance the carrier within the company.
7) Ensure that regular meetings are conducted with Service and Parts staff to discuss and improve quality standards, working processes to achieve customer satisfaction.
8) Ensure that the Service and Parts department facilities are well-maintained, up-to-date, clean and tidy. Ensure that the Service and Parts department all technical equipment, tools, equipment and other aids are in good condition and in working order.
9) Co-ordinate all activities within Service and Part department and also ensure a good level of cooperation with other departments.
10) Monitor and analyze customers and competitor behaviour in the Service market to identify market opportunities. Develop strategies in order to increase customer throughput and service and repair hours.
10) Develop strategies with Parts Manager to maximize opportunities to sell products and services oriented to customer needs.
11) Implement IT systems in order to provide target group-oriented customer support to Service customers. Utilize customer service contacts for the benefit of vehicle sales by inter-departmental planning of vehicle sales promotion measures at Service contact points in the course of workshop visits Or special activities.
12) Customer Satisfaction reports (Telephone Reports). Daily and Monthly reports of Service and Parts Sales turnover, profit margins and Dept operating costs. (Appendix, Monthly Reports).
13) Training Plans & Staff Retention

After-sales responsibilities of OEM Service Engineer for nominated Territory.
Assisting in the strategic plans to enhance network & service operations thereby achieving increased Customer base, revenue growth & CSI, through qualitative service support.
Ensuring Warranty and workshops profitability, effective in products cost to company, maintenance-control.
Ensuring improvements in the service process, to render best performance to the customers through dealers.
Setting up and handling the overall service operations at the primary & secondary channels.
Streamlining the service systems, developing new systems & training for enhanced efficiency of all service channels.
Dealer evaluation training needs & co ordinations.
Developing and appointing new business partners to expand service / product reach in market and co-ordinating with dealers & distributors to assist them to promote the service.
Devising business plans dealers’ to achieve the stipulated targets, after a thorough evaluation of the market, consumer behaviour and dealer’s business objectives.
Evaluation training needs & training them on continuous intervals raising the product / tech. / SOP / understandings for better service rendering with quality out put.
Handling complaints relating to dealer-service, warranty and quality standards 4 M approach.
Collecting & comparing data on repeat jobs / other specific complaints & discussing the same with the company team for counter measures.
Systemising pre-delivery process for vehicles to ensure defective vehicles do not reach the customers.
Interacting with customers for solving their technical & service problems.
Developing and appointing new business partners to expand product / service reach in market /
Co-ordinating with dealers & distributors to assist them to promote the product / service
Mapping dealer work force, evaluation & finalising training category Post evaluation additional inputs to candidates.
Training, evaluation, certification to secondary channel member’s basic module.
On-Job training to Dealer & network team on various skills as soft skills, technical skills and
Customer care etc.
Team member of technical field feedback to company for specific Product.
Addressing customer & technician’s on technical problems.
Member of field technical failure studies. (Valve bending study at surat)
Providing direction, motivation and training to the team members, ensuring optimum performance.
Recruiting new employees and imparting training them to enhance their skills.
Ensuring healthy work atmosphere for the accomplishment of targets at dealer staff.

Service Engineer at Maruti-Suzuki Dealer

Supervision and co ordination

• Achieve customer satisfaction while performing for dealership profits.
• Report Coordination with company for product & service. ASC Technicians (team members) on job training
• Got Practical knowledge of various technical application on 2 wheelers. General fault-finding techniques
• Learnt on customer relation & business / service counselling
• Learnt on basics of service advising & business opportunity through front office.
• Learnt 2 & 3 WH engine overhaul, service aspects & tech. Lay outs.