Jitendra Kumbhkar

About Jitendra Kumbhkar

Over 14 years of progressive experience in the automotive service industry, with a proven track record of managing high-performing service departments and delivering superior customer satisfaction.• Expertise in workshop operations, service scheduling, warranty handling, and team management, ensuring optimal efficiency and adherence to manufacturer standards.• Skilled in managing KPIs, reducing turnaround time (TAT), improving first-time right work (FTR), and increasing customer retention.• Proficient in DMS systems for seamless service workflow and inventory management.• Strong leadership in training and mentoring technicians and service advisors, resulting in improved productivity and team engagement.• Experienced in handling escalated customer issues with professionalism and tact, maintaining high NPS (Net Promoter Score) & CSI (Customer Satisfaction Index) scores.• Adept at budgeting, forecasting, and cost control to ensure profitability of the service department.• Well-versed in OEM compliance, audits, and service campaigns for TVS, HYUNDAI & TATA Motors.• Proven ability to drive revenue growth through upselling service packages, accessories, and value-added services.• Committed to continuous improvement through lean service processes, customer feedback analysis, and employee development.

Experience

1. Service Manager

   TVS Motor Company

   Aug 2020 — Present · Madhya Pradesh, IN

   1) Planning the work for proper utilization of manpower and resources.2) Co-ordinate with spare parts department for timely procurement of spare parts.3) Monitoring the quality of work and performance of floor supervisors and technicians.4) Identification of training needs for technicians and floor supervisors.5) Providing technical assistance and internal training for technicians.6) Effectively interacting with customers for effective problem solving and resolving warranty issues.7) Co-ordinate for settlement of free service bills and warranty claims with HMIL.8) Educate customers on good maintenance and driving practices.9) Co-ordinate with proprietary parts dealers/ service centre.(MICO, LUCAS-TVS, EXIDE etc).10) Conduct regular meetings of service personnel and encourage quality circle activity to improve work efficiency.11) Assessment of performance of technicians and floor supervisors.12) Conducting service camps.13) Responsible for achieving Highest Customer Satisfaction.14) Trouble shooting the vehicles using Diagnostic software.15) Provide feedback to the proprietor / management.

Education

• Rajiv Gandhi Prodyogiki Vishwavidyalaya

  Bachelor of Engineering (B.E.), Mechanical Engineering

  2006 — 2010