R. JAGANATHAN
Dubai
Summary
Carrier Objective To achieve a challenging career in the field of Automotive Industry by working with professionals and continuous enhancement of skills.
Overview
29
29
years of professional experience
1988
1988
years of post-secondary education
1
1
Certification
Work history
Service Manager
DAIMLER TRUCK MEA FZE
Dubai
11.2015 - 11.2025
- Technical support for MEA Countries (Mercedes-benz, FUSO, Freightliner & Western Star products) Coordinating between Daimler trucks production plants (MFTBC Japan, DICV India, Mercedes-Benz HQ Germany & Daimler Truck North America) and regional General Distributors.
- Organize flying doctor support in the region.
- Coordinate regional Technical Exchange Meetings.
- Responsible for service business development in the region in each General Distributor workshop.
- Strong market presence, customer visits, liaison management - Technical support to markets within 48 Hours from receipt of complaint - Market visits that entail customer interaction ensuring strong brand presence in MEA markets. - Addressing technical field issues with weekly escalation calls with HQ and finding interim solutions through flying doctor workshops organized onsite with the collaboration of the General Distributor.
- Strong root cause analysis and trend identification from field data & In-depth knowledge of commercial vehicle (CV) systems, diagnostics, and repair processes.
- Warranty & Goodwill management.
- After sales service KPI’s.
- Reporting, documenting and monitoring technical issues: Product Quality Reports for FUSO & Mercedes-Benz products.
- Initiating and collaborating product development and quality processes in the production plants, devising local technical solutions.
- Budgeting, coordinating and implementing field test.
- Monthly reporting & performance monitoring. - PQR submission to HQ within 10 days from date of receipt. - Weekly calls with production plants and HQ to ensure familiarity with quality issues faced in region and to initiate immediate dispatch of parts for VOR situations.
- Monthly reporting, weekly meeting with respective production plants. - Service workshop performance review. - Warranty claim trend analysis. - Monthly distribution of C2C report to each General Distributor, obtaining sign-off on C2C topics with updates on all cases encountered in their respective country.
- Field fix and service campaigns: Coordinating, communicating, implementing and monitoring till completion of service campaigns, safety recalls and field actions ensuring adequate parts availability for Service campaigns and warranty campaigns. - Warranty parts evolving stock analysis and informing Dubai warehouse to keep the sufficient parts stocking.
- Over 25 years of experience in the commercial vehicle industry, I have extensive technical expertise, strong customer service capabilities, and a proven track record in enhancing customer engagement and satisfaction. I excel in driving workshop performance through after-sales KPIs and delivering proactive solutions that foster long-term customer relationships.
Manager
DAIMLER INDIA COMMERCIAL VEHICLES PVT LTD
Chennai
07.2010 - 10.2015
- Communicating with the dealer partners to solve all technical relevant after sales Service issues.
- Analyzing the Field failure reports and discuss with after sales, and Quality team.
- Advising fleet customers in respect of technical problems.
- Communication with Daimler AG Warranty Dept to solve all relevant after sales issues.
- Analyzing Technical Product Report (TPR).
- Monitoring (CSI), Customer Satisfaction Index.
- Good track record in Dealer Development as per CI Standards.
- Technically Sound and Hands on 14 years working experience with Mercedes-Benz vehicles.
- Overall process controlling as per Daimler AG Warranty Guidelines.
- Preparing reports for Quality Service Meeting as well warranty Failure analysis.
- Develop route cause analysis and resolution of field concerns.
- Field problem solving and onsite analysis.
- Complete knowledge about service campaign, recall and policies.
- Part of a CFT Team for field failure analysis.
- Ensuring market launch readiness related to CS and monthly CDT vehicle tracking and reporting.
- Supporting for Service Contract and Extended Warranty functions.
Manager
MERCEDES-BENZ INDIA PVT. LTD.
Pune
08.2005 - 06.2010
- Communicating with the dealer partners to solve all technical relevant after sales Service issues.
- Analyzing the Field failure reports and discuss with after sales, and Quality team.
- Advising fleet customers in respect of technical problems.
- Communication with Daimler AG Warranty Dept to solve all relevant after sales issues.
- Analyzing Technical Product Report (TPR).
- Monitoring (CSI), Customer Satisfaction Index.
- Good track record in Dealer Development as per CI Standards.
- Technically Sound and Hands on 14 years working experience with Mercedes-Benz vehicles.
- Overall process controlling as per Daimler AG Warranty Guidelines.
- Preparing reports for Quality Service Meeting as well warranty Failure analysis.
- Develop route cause analysis and resolution of field concerns.
- Field problem solving and onsite analysis.
- Complete knowledge about service campaign, recall and policies.
- Part of a CFT Team for field failure analysis.
Service Engineer
AL JABER TRANSPORT AND GENERAL CONTRACTING ESTABLISHMENT
07.1999 - 07.2005
- Performed as a field Service Engineer around U.A.E.
- Imparted training to Mechanics.
- Preparing service information reports and reported to head office.
- Road testing the vehicles.
- Diagnosed and rectified all types of faults and complaints through XENTRY diagnostic system.
- Monitoring service activities and modification jobs.
- Handling warranty claims, stores inventory system.
- Preparing estimate for the accident major repair vehicles.
- Knowledge in JD EDWARDS Software System (Customer Service Management System).
- Hands on working experience in overhauling of CATTERPILLER CUMMINS, GMC Engines especially ALLISION AUTOMATIC TRANSMISSION.
Body Shop In Charge
DSC HYUNDAI
Chennai
01.1999 - 06.1999
- Preparing estimate for the accident major repair vehicles.
- Monitoring all body shop works.
- Insurance follows up.
Junior Technical Assistant
SUNDARAM MOTORS (TVS)
Chennai
12.1996 - 12.1998
- Responsible Administrative Functions: Liaison with principals and various ancillary suppliers regarding product failure analysis.
- Reports status of their trial fitments also responsible for generating technical reports such as vehicle turn around time weekly monthly activity.
- Monthly labor parts statements.
- Field Functions: Frequently visiting SUNDARAM MOTORS authorized service centers around Chennai.
- Service promotional activities such as provided breakdown services in their emergency Co ordinations in service campaigns planned mobile service programs.
- In charge of warranty claims of Ashok Leyland LCV/MDV Vehicles.
Education
S.S.L.C -
BOARD OF SECONDARY EDUCATION
H.S.C - undefined
BOARD OF HIGHER SECONDARY EDUCATION
D.M.E - Mechanical Engineering
DIRECTORATE OF TECHNICAL EDUCATION, CHENNAI
Skills
- MERCEDES-BENZ & FUSO VEHICLES TECHNICAL SUPPORT & WARRANTY
- CUSTOMER SERVICE EXCELLENCE
- PRODUCT QUALITY ANALYSIS & REPORTING
- TECHNICAL & OPERATIONAL LEADERSHIP
- WARRANTY & GOODWILL MANAGEMENT
- AFTERSALES DOMAIN EXPERT
- AUTOMOBILE & MOBILITY LEADER
- BEV KNOWLEDGE
Certification
Valid UAE light & heavy-duty truck license
Languages
English, Tamil, Hindi & Malayalam
PROJECTS COMPLETED
Successful complete the Workshop Excellence Project (WEP). As part of our commitment to service quality, customer satisfaction, the workshop excellence project advanced the deliver a 360-degree analysis and transformation of our automobile service operations. This initiative focuses on: Workshop process organization, Aftersales KPI management, Customer satisfaction enhancement By aligning operation efficiency with customer-centric KPIs the project ensures a holistic improvement in service delivery.
TRAINING DONE
- Attended all the technical training offered by FUSO & Mercedes-Benz
- BEV training (S level) complete Specialist for HV drive systems.
PERSONNEL DETAILS
Date of birth: 1973-06-05 Nationality: Indian Language known: English, Tamil, Hindi & Malayalam I hereby declare that all the information given is true to the best of my knowledge. Thank you, Date: 2025-11-15 Yours faithfully
Custom
Regional Tech Champ (Technical Skill Contest) conducted for the 1st time in MEA region.
Timeline
Service Manager
DAIMLER TRUCK MEA FZE
11.2015 - 11.2025
Manager
DAIMLER INDIA COMMERCIAL VEHICLES PVT LTD
07.2010 - 10.2015
Manager
MERCEDES-BENZ INDIA PVT. LTD.
08.2005 - 06.2010
Service Engineer
AL JABER TRANSPORT AND GENERAL CONTRACTING ESTABLISHMENT
07.1999 - 07.2005
Body Shop In Charge
DSC HYUNDAI
01.1999 - 06.1999
Junior Technical Assistant
SUNDARAM MOTORS (TVS)
12.1996 - 12.1998
H.S.C - undefined
BOARD OF HIGHER SECONDARY EDUCATION
D.M.E - Mechanical Engineering
DIRECTORATE OF TECHNICAL EDUCATION, CHENNAI
S.S.L.C -
BOARD OF SECONDARY EDUCATION