Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
Timeline
Generic

Nitin Gujral

Ahmedabad,Gujarat

Summary

A highly motivated and results-oriented senior executive with over 30 years of comprehensive experience in the automotive industry, leading service operations, driving strategic initiatives, and consistently exceeding performance goals. Proven ability to manage large-scale operations, optimize service processes, and cultivate high-performing teams, resulting in significant improvements in customer satisfaction, operational efficiency, and profitability. Adept at identifying and resolving complex technical issues, implementing quality control measures, and fostering strong relationships with dealers and customers. Demonstrated expertise in translating vision into impactful strategies, driving revenue growth, and achieving sustained success.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Deputy General Manager of Gujarat

Tata Motors Pvt Ltd
Ahmedabad, Gujarat
09.2022 - Current
  • Led Large-Scale Service Operations: Managed a team of 60+ dealerships which had 3000+ employees, ensuring efficient service delivery and customer satisfaction
  • Drove Customer Satisfaction Excellence: Improved CSI score to the No
  • 3 position nationally within six months through focused initiatives and process improvements
  • Developed High-Performing Teams: Recruited, trained, mentored, and managed teams of 40+ technicians, supervisors, and managers, reducing attrition from 25% to 5%
  • Optimized Service Processes: Implemented and maintained robust quality measures, coordinated with warranty departments to expedite complaint resolution, and conducted customer engagement events (camps, meets)
  • Maximized Operational Efficiency: Decreased waste (material and time), significantly increased productivity, and customized service station setup to meet Maruti Udyog Ltd
  • Standards
  • Ensured Financial Performance: Managed finances with strict budget controls and consistently achieved profitability
  • Maximized Dealer Performance: Drove profitability and operational excellence across a network of 62 dealerships through strategic guidance, process optimization (PDI, warranty claims), and performance monitoring (CSI)
  • Developed High-Performing Teams: Spearheaded comprehensive training programs for dealer personnel, new dealers, and workshop technicians, enhancing technical expertise, customer service, and sales skills
  • Elevated Customer Experience: Cultivated strong customer relationships, resolved critical complaints, and implemented strategies to consistently improve customer satisfaction
  • Ensured Workshop Quality: Maintained high standards for workshop repair quality through rigorous quality control measures and audits
  • Drove Business Growth: Expanded the regional market by developing and training new dealerships and workshops
  • Drove Profit Center Success: Spearheaded P&L management, encompassing planning, forecasting, logistics, new product development, and branding to ensure SBU profitability
  • Led Technical Problem Solving: Provided expert support for complex plant-level issues and led a Quick Response Team to address technical challenges in new product launches, safeguarding brand reputation
  • Accelerated Business Growth: Conducted market analysis, formulated strategies, and implemented initiatives to drive top-line revenue and bottom-line profitability
  • Optimized Dealer Performance: Supported and led annual dealer business plans, monitored action plans, and managed distribution channels to achieve business objectives
  • Championed Customer Satisfaction: Implemented service quality standards, minimized repeat complaints, and initiated programs (Sunday operations, extended hours, home visits) to enhance customer experience
  • Fostered Employee Engagement: Developed and executed action plans to improve employee satisfaction
  • Cultivated Key Relationships: Managed brands under TML and Fiat, handled high-profile cases, and built strong relationships with dealers and customers
  • Drove Continuous Improvement: Led a Kaizen audit, implementing standardized procedures to enhance quality and efficiency

Divisional Manager

Tata Motors Pvt Ltd
Sanand, Gujarat
10.2007 - 10.2022
  • Provided technical support for plant-level issues not managed by the field team, troubleshooting unresolved problems
  • Led the Quick Response Team, addressing technical issues in new launches promptly to maintain brand image
  • Conducted market analysis, formulated strategies, and implemented initiatives for top-line and bottom-line growth
  • Supported and led annual dealer business plans, monitoring action plans to achieve objectives
  • Managed distribution and coordinated with partners, implementing dealer sales review processes to support business goals
  • Monitored dealer-to-customer processes, ensuring adherence to guidelines
  • Developed and executed action plans to enhance employee satisfaction
  • Handled high-profile and critical cases, managing brands under TML and Fiat
  • Participated in international reward programs, visiting Australia, Philippines, and Indonesia
  • Received recognition from management for technical issue resolution and customer relationship management skills
  • Achieved year-over-year profitability for dealer channels
  • Led a Kaizen audit, implementing standard operating procedures for quality improvement and time reduction
  • Implemented service quality standards and procedures, ensuring minimal repeat complaints and timely resolution
  • Initiated Sunday operations and extended daily working hours to improve service efficiency
  • Organized home visits for dissatisfied customers and JDP customers to enhance satisfaction
  • Established a dedicated team to address JDP customer needs

General Manager

Cargo Motors Suzuki (Gujarat) Pvt. Ltd.
Ahmedabad, Gujarat
10.2005 - 09.2007
  • Developed and maintained a training calendar for technical employees in collaboration with Maruti Suzuki
  • Led a team of over 400 employees, overseeing a stockyard of over 350 cars
  • Improved the Customer Satisfaction Index score to the No
  • 3 position nationally within six months
  • Received a sponsored trip to South Africa from Maruti Suzuki in 2007 for consistent performance
  • Maintained high customer satisfaction standards and addressed areas for improvement
  • Motivated employees and supervised machinery, preparing the organization for growth
  • Reduced attrition rates from 25% to 5% through effective manpower planning
  • Decreased waste (material and time) and significantly increased productivity
  • Coordinated with warranty and extended warranty departments to expedite customer complaint resolution
  • Conducted special camps, customer meets, and MEGA camps with other OEM vendors to engage Maruti owners and offer motivational schemes

Service Manager

Maruti Suzuki Authorized Service Station
Ahmedabad, Gujarat
02.1992 - 09.2005
  • Customized the service station setup to adhere to Maruti Udyog Ltd
  • Standards and requirements
  • Recruited, trained, mentored, and managed a team of over 40 technicians, supervisors, and managers
  • Managed finances with strict budget controls and ensured profitability
  • Implemented and maintained robust quality measures from the outset
  • Coordinated with various levels of hierarchy and focused on achieving total customer satisfaction

Education

Bachelor of Engineering - Instrumentation and Control Engineering

University of Poona
Pune
05.1991

Skills

  • Windows Operating System
  • Microsoft Office (Excel, PPT, Word)
  • Strategic Planning
  • Distribution Channel Management
  • Partnership Channel Management
  • People Management
  • Business Development (Revenue, Growth)
  • Company Branding
  • Promotions
  • Marketing
  • Service Operations
  • Service Delivery
  • Customer service support
  • Quality Assurance
  • Quality Inspection
  • Problem-Solving
  • Customer Satisfaction
  • Leadership
  • Team Building
  • Management of Human Resources
  • Staff Training and Development
  • Operations Management
  • Corporate Communications
  • Organizational Development
  • Staff Supervision
  • Workflow Planning
  • Distribution Management
  • Multi-unit Operation Management

Languages

  • English
  • Gujarati
  • Hindi

Accomplishments

  • Successfully designed and maintained training calendar for technical employees in collaboration with Maruti Suzuki.
  • Spearheaded a talented team of over 150 employees & managed a stockyard of over 350 cars. Enhanced Customer Satisfaction Index score to No. 3 position at the National level within 6 months. Awarded with a sponsored trip by Maruti Suzuki to South Africa in 2007 owing to the consistent performance.
  • Consistently maintained high Customer Satisfaction Standards and worked upon the grey area to achieve the desired results.
  • Motivated the workforce and supervised the machinery, and prepped the organization mentally and mechanically respectively to move towards next level.
  • Reduced the attrition rate from 25% to 5% as a result of effective manpower planning.
  • Led reduction in waste (Material and time) and substantially increased productivity.
  • Coordinated with warranty and extended warranty department to speed up the customer complaint settlement period.
  • Conducted Special Camps, Customer Meets for the 1st Time Owners of Maruti Vehicles and MEGA camps in association with other O.E.M. vendors every quarter and offered a baggage of motivational schemes to all Maruti owners.

Certification

  • 2019- Awarded by: Thomas Flack ( President & CPO) - Certificate of Recognition for Excellent Real time support for customer interaction in field enabling speedy Quality improvement.
  • 2018- Awarded by: Subhajit Roy (Head Customer- PVBU) - In Recognition of valuable contribution towards Product Support and Complaint Resolution.
  • 2018- Awarded by: Rajesh Khatri(Head Operation, PVBU) - For valuable contribution in the VAVE Ideas' implementation for Margin Improvement and partnering in TATA Motors' Journey towards Excellence.
  • 2018- Awarded by: Dinesh Bhasin (Vice President- Customer Care) - Certificate of Recognition of most innovative response for 'Friday Mail' contest held in FY-2017-18.
  • 2017- Awarded by: Dinesh Bhasin (Vice President- Customer Care) - Certificate of Achievement for Seamless support to field.
  • 2017- Awarded by: Dinesh Bhasin (Vice Presi... by nitin (Guest)nitin (Guest)
  • 2017- Awarded by: Dinesh Bhasin (Vice President- Customer Care) - Recognition of valuable contribution towards Complaint Resolution.
  • 2016- Awarded by: Dinesh Bhasin (Vice President- Customer Care) - Recognition of valuable contribution towards Exceptional Launch Support.
  • 2015- Awarded by: Satish Borwankar (Executive Director: Quality) - Recognition of Significant Contribution in Quality Improvement.
  • 2015- Awarded by: Hemant Kulkarni (Plant Head) - Certificate for Good Work done in TIAGO - Quick Response Team.
  • 2014- Awarded by: Satish Borwankar (Executive Director: Quality) - For contribution in doing Quality improvement of - Analysis of Battery discharge due to instrument cluster (EPAS) and Field campaign in the financial year 2013-2014.

Timeline

Deputy General Manager of Gujarat

Tata Motors Pvt Ltd
09.2022 - Current

Divisional Manager

Tata Motors Pvt Ltd
10.2007 - 10.2022

General Manager

Cargo Motors Suzuki (Gujarat) Pvt. Ltd.
10.2005 - 09.2007

Service Manager

Maruti Suzuki Authorized Service Station
02.1992 - 09.2005

Bachelor of Engineering - Instrumentation and Control Engineering

University of Poona

Similar Profiles

CREATE PROFILE
Nitin Gujral