Vivek Darvekar
National Field Head – Heavy Line Products | After-Sales & Service Operations Leader | Construction & Mining Equipment | Dealer Network & P&L Growth Strategist
- Role
- National Field Head- Heavy Line Product at Jcb India Ltd
- Location
- Chandigarh, CH, IN
- LinkedIn followers
- 500 followers
About Vivek Darvekar
Dynamic and results-driven After-Sales & Service Operations Leader with 25+ years of experience across construction, mining, and heavy equipment industries. Currently serving as National Field Head – Heavy Line Products at JCB India, driving pan-India service transformation, dealer performance excellence, and aftermarket revenue acceleration.Proven track record of leading large multi-regional teams, strengthening dealer ecosystems, scaling parts business, and implementing digital service innovations that enhance MTTR, FTF, CSI, and NPS performance. Adept at monetizing service operations through AMCs, extended warranties, attachments, and lifecycle management strategies.Recognized for building high-performance service networks, transforming underperforming territories, and aligning field intelligence with manufacturing to improve product reliability and customer retention.Passionate about operational excellence, digital transformation, and customer-centric service leadership that delivers sustainable profitability and market leadership.
Experience
National Field Head- Heavy Line Product
Jan 2025 — Present
Architected a pan-India field service transformation, integrating dealer business systems, digital service platforms, and paid-visit models to strengthen service monetization and governance.Directed a multi-layered national leadership structure (10 Regional Managers; 23-member team), ensuring disciplined execution, workforce optimization, and succession readiness across geographies.Built a high-velocity service ecosystem, consistently delivering sub-24-hour MTTR and strong FTF metrics through proactive parts stocking, technician capability enhancement, and real-time performance tracking.Unlocked new aftermarket profit engines, accelerating Extended Warranty adoption, AMC/ASC growth, LiveLink renewals, attachment penetration, and parts revenue through targeted commercial campaigns.Instituted customer-first resolution frameworks, deploying early-warning systems that minimized escalations, strengthened retention, and delivered 7% YoY excavator customer growth (2025).Established robust service governance mechanisms, including dealer war rooms, outlet experience scoring, and structured labor invoicing to enhance transparency, accountability, and CX consistency.Championed digital innovation in field operations, launching a Field Service App to map engineers, machines, and outlets—driving productivity, visibility, and data-led decision-making.Closed the loop between market and manufacturing, systematically channeling product reliability insights to plants, enabling continuous improvement in heavy equipment performance.Revitalized at-risk customer portfolios, executing structured recovery programs that converted dissatisfaction into growth, contributing to 89 excavator retails and 14 additional product sales.
Education
Maharashtra State Board of Technical Education (MSBTE)
Diploma in Engineering (Automobile)-
1999
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