Dhiraj Tiwary

I am a senior business leader with 30+ years of experience across aftermarket services, spare parts, customer experience, quality, and P&L leadership in the tractor, automotive, and consumer durable sectors in India and global markets. I currently serve as Chief Officer – Service & Spare Parts at Escorts Kubota Limited, leading end-to-end aftermarket domestic and international aftermarket operations with responsibility for a ₹800+ crore spare parts and lubricants business, spanning spare parts and service strategy, spare parts supply chain management, dealer ecosystem management, digital transformation, and profitability enhancement. Over my career, I have built and scaled large, complex organizations, currently managing 1,500+ dealers, 90+ distributors, and 900,000+ active customers, while leading teams of 400+ professionals. My experience includes post-merger integration, direct-to-customer service models, and OEM-led digital platforms across sales, finance, service, and technical support. Previously, I held senior leadership roles at Escorts Ltd., Blue Star Limited, and Mahindra & Mahindra (India and USA), leading global customer service, product support, quality, and warranty functions. I am deeply passionate about building customer-centric, future-ready service ecosystems that create measurable business impact. I believe true leadership lies in converting service excellence into sustainable profitability while empowering dealer partners and teams. My work focuses on driving long-term value through digital transformation, operational excellence, and solutions that improve customer uptime, trust, and lifetime value. I am a Lean Six Sigma Black Belt and CII Certified Business Excellence Assessor, with a Bachelor’s degree in Automobile Engineering and a Diploma in Marketing Management from NMIMS