Niranjan Rawlo
Regional Customer Support Manager - West & Central
- Role
- Regional Customer Support Manager at Til Limited
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Niranjan Rawlo
Dedicated service & after sales professional with more than 20 years of progressive experience invarious segments such as construction, mining, material handling, concrete machines, Industrialproducts & heavy machinery. Having very good exposure in dealer development and direct service.Worked in HO & Regional profiles across the country, extensively travelled to various countries likeGermany, Austria, France, Milan, Dubai & Thailand for training and business conferences on technicalservices and worked in Nairobi, Kenya as service head. Effective communication & customer connect,key account handling, workshop & warehouse operations, people management & techno commercial activities.Machines Handled: Excavators, Wheel Loaders, Backhoes (Excavator-Loader), Rock-Breakers, Dozers,Cranes, Reach- Stackers, Wirtgen Surface Miners, Concrete Machines, Truck Mounted Boom Pumps,Batching Plants, Compactors, Hydraulic Road-Sweepers & High-Pressure jets.KEY SKILLS: After-Sales Service & Parts support - Directly & Thru Dealer Network. Maintain response and closing time (MTTR, MTTC & MTBF) as per KPIs & SLAs. Training & Technical support to field team on product issues & new product launch. Dealer Development, Warranty & failed parts Analysis (T0-T24), CSI & NPS. Developed and implemented service revenue models like ARC, OMC,AMC & ASC business with higher GPs thus making service business a profit center. Prochoice Machine sales along with Refurbishment & workshop business. Rock Breaker & accessories sales along with Parts & Lube Business. Coordinate with OEMs for critical issues, repeated & major failures & support field team. Part of CFT for NPIP, field trials, modifications & execution of Field fix & REFITS in field. Work closely with design & quality team for critical field issues, field trials & modifications. Preparing & implementing MI, RTS, RCA, CAPA & ECR. Analysis & update of Tech webs. Analysis of Dealer ROI and mapping of service team revenue Vs expenses. Evaluate the operating & maintenance cost - model wise & segment wise. Parts pricing & Inventory mgmt, TOC, ROL & ROQ of parts for new & existing products. Successfully lead teams with different cultures and delivered desired results. Frequently meeting with dealers & customers to improve service to the next level.
Experience
Regional Customer Support Manager
Jul 2025 — Present · Mumbai, IN
After Market Head for West Region. Handling various kind of Material Handling Equipment.
Education
Welingkar Institute of Management
Master of Business Administration (M.B.A.), Operations Mgmt
State Council for Technical Education and Vocational Training (SCTE & VT), Odisha
Diploma of Education, Mechanical Engineering
Welingkar Institute of Management
Diploma of Education, Business Administration and Management, General
KSIMT
Bachelor's degree, Mechanical Engineering
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