Logo
Tel:
+44 (0) 2079890750
Logo
A dynamic, goal driven sales & service operations professional having over 5 years & 6 months of experience in Service/After sales Operations, Dealer Management, Client Servicing, Spare parts Management, Business Development and Team Management.
Adept in maintaining the business relationship with clients and customers to achieve quality product and service norms by resolving their service related issues
Objective
MANAGERIAL ASSIGNMENTS in Engineering Sector~
~ After Sales & Service Operations / Business Development / Technical Services / Customer Care/Brand Management / Network expansion ~
Profile
A dynamic goal driven sales & service operations professional having over 5 years & 6 months of experience in Service/After sales Operations, Dealer Management, Client Servicing, Spare parts Management, Business Development and Team Management.
Adept in maintaining the business relationship with clients and customers to achieve quality product and service norms by resolving their service related critical issues.
Areas of expertise in
Service Marketing Dealer Management/Technical Support Service Operations
Team Management Customer Care Management Channel Management
Warranty Management ISO Systems Management Service Delivery Management
Dealer network expansion Spareparts / Logostics Management
Adept in managing business operations with focus on top-line & bottom-line performance and expertise in determining company’s mission & strategic direction as conveyed through policies & corporate objectives.
Strong organizer, motivator, team player and a decisive leader with successful track record in directing from original concept through implementation to handle diverse market dynamics.
Proficient in developing & streamlining systems with proven ability to enhance operational effectiveness and meet operational goals within the cost, time & quality parameters.
An enterprising leader with proven abilities in leading teams towards the achievement of organizational goals and industry best practices with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities.
Employment History
Served Companies:
ACE Consultants & HVAC Institute
Popular Vehicles & Services Ltd., (Dealer of Maruti Suzuki India Ltd.)
Royal Enfield (A unit of EICHER MOTORS Ltd)
Major Highlights:
Since Jul’08 – Apr’09
As Trainee-Engineer Projects, at ACE Consultants & HVAC Institute
Carried out various responsibilities with great enthusiasm:
– Planning & Design of HVAC projects
– Equipment Maintenance and discipline
– Installation co-ordination
– Commissioning of the project as per prior commitments
– Team structuring and planning targets
– Claim settlement
– Ensuring work Quality and promised time delivery.
– Ensuring customer satisfaction, rather delight.
– Manpower handling.
– Coordinating activities with clients.
Since Jul’09 – Mar’10
Service Engineer at Popular Vehicles & Services Ltd. Ernakulam North, Cochin.
Dealer of Maruti Suzuki India Ltd.
Honed expertise in:
– Ensuring Customer delight.
– Providing proper functioning of Customer care team.
– Ensuring speedy complaint resolution of all dissatisfied customers & complaint closures.
– Handling monthly reviews of Maruti.
– In charge of Service Quality Standards & ISO.
– Ensuring the monthly volume targets utilizing the available database and also a team to increase the service penetration through field work
– Controlling entire activities of a service centre.
– All activities related with servicing of Maruti Suzuki vehicles.
– Troubleshooting of technical complaints on the vehicle
– Training the technical manpower.
– Recruited technical manpower as per the requirement of service centre.
– Customer care system handling as per service Quality standards of Maruti Suzuki India Ltd.
– Profit making for the organization.
Involved in Manpower handling and coordinating activities with Maruti & Service Centre.
Initiated new plans for the closing of customer complaints within 24 hours of generation which was earlier 4 days.
Conducted the promotional programs like events, publicity campaigns, free service camps, etc.
Conduct customer meets, technical awareness programmes for customers and ensure 100% customer satisfaction.
Provided guidance in after sales Support where solutions, technical support & troubleshooting are required.
Efficiently instigated new post service follow-up method and scheduled which enabled to capture the customer complaints at the earliest.
Profitably negotiated and completed many warranty claims with customers and MSIL.
Introduced many new innovative value added services which increased the VAS labour.
Significantly set specific, measurable, attainable and realistic targets to service advisors to increase the profit, CSI, allied service income and accessories sales.
Apr’10 – Oct’10
As Body shop Incharge-Service Engineer, at Popular Vehicles & Services Ltd. Ernakulam North, Cochin.
Dealer of Maruti Suzuki India Ltd.
Carried out various responsibilities with great enthusiasm:
– Handling Body shop activities
– Equipment Maintenance and discipline
– Revenue generation from accident vehicles.
– Profit making for the organization
– Claim and non claim vehicle work monitoring
– Team structuring and planning targets
– Claim settlement, survey of claim vehicles
– Ensuring work Quality and promised time delivery.
– Ensuring customer satisfaction, rather delight.
– Manpower handling.
– Coordinating activities with Maruti & Service centre.
Nov’10 – Jul’11
As Assistant to General Manager – Service, Popular Vehicles & Services Ltd, Head Office, Mamangalam, Cochin
Carried out various responsibilities with great zeal:
– Performed as Engineer – Management Information System.
– Monitoring and analysing the performance parameters of 28 service centres in Kerala & Chennai.
– Handling critical customer complaints and issues as a representative from Head Office.
– Profit making for the organization.
– Provide trainings for technical manpower of the service centres.
– Troubleshooting of critical & peculiar technical complaints.
– Updating the technical system of all 28 service centres with Maruti Suzuki India Ltd.
– Ensuring work Quality.
– Conducting customer meets and ensure 100% customer satisfaction.
– Organised and conducted Skill Competitions initiated by Maruti Suzuki India Ltd at dealerships to evaluate the technical manpower excellence.
– Planning and preparing the yearly budget for all service centres, with the Board of Directors.
– Manpower handling.
– Coordinating activities with Maruti & Service centre.
– Conducting internal audits at service centres on ISO parameters, SQS, 5S, Service quality, Customer service etc.
Jul’11 – Mar’13
As Brand Store Service Manager – ROYAL ENFIELD (A unit of EICHER MOTORS Ltd), Cochin.
Carried out the gamut of operations pertaining to:
– In–charge of the service centre directly run by the manufacturer itself and the only one of its kind in the state
– Responsible for ensuring high productivity in the assigned service floor.
– Tapping of maximum revenue from a vehicle.
– Issues related with service.
– Manpower management.
– Highlighting the technical issues from field to the OEM R&D through FFFIR.
– Recruitment of manpower for the service centre and also co ordinate the technical manpower recruitment for dealerships.
– Coordination with Service floor, Spare parts section & Customer care section.
– Conduct customer meets, rides with customers and ensure customer satisfaction and delight.
– Dealing with vendors.
– Managing the Central Spare Parts Division of OEM, in the state and also other stockists & distributors in the state.
– Maintaining documents of Service floor & ensure its proper updation.
– Meeting Customer demands & ensuring customer satisfaction; responsible for Training of staffs.
– Handling legal cases against the manufacturer, from the state, as a representative of the manufacturer.
– As a company representative of the state, has to co-ordinate the activities of other dealerships in the state.
Mar’13 – on going
As Area Service Manager (Service – Pro Biking) – BAJAJ AUTO Ltd (KTM & KAWASAKI Ninja), Chennai.
Carrying out the gamut of operations pertaining to:
– ASM (Area Service Manager) for 2 states – Kerala & Tamilnadu, operating from Chennai Regional Office of the OEM, responsible and in-charge for 22 dealerships total in both states
– Key person for the OEM in the area for capturing technical, service as well as process related feedbacks and analysis, from the field through the 22 dealerships
– Highlighting the technical issues from field to the OEM and R&D through TFR (Technical Feedback Report) and update back the field service network on the same with the supporting information and modifications suggested / implemented by OEM.
– Highlighting the process & service related issues from field to the OEM through PFR (Process Feedback Report) and implement / put in practice the necessary alterations in service processes, after analysis, to ensure better productivity as well as profitability.
– Conducting periodical training programs for the dealer technical manpower, though the OEM training center allocated for the region and technically update the service manpower with the new product launches of the OEM.
– Visiting dealerships in the area and conduct OJT (On Job Training) in the workshop floor for the technicians & other service staffs to brush up and fine tune the technical ability of the team.
– Issues related with service.
– Manpower management.
– Technical key person between the OEM and FMSCI (Federation of Motor Sports Clubs of India), for conducting the Homologation of new products being launched.
– Organising events like rides and track races in co-ordination with the various racing sports clubs and motor sports departments in the region.
– Conduct customer meets, rides with customers and ensure customer satisfaction and delight.
– Conduct timely SQI (Service Quality Index) audits in all the dealerships of the region and ensure the dealerships are working on 100% standards and quality indices set by the OEM.
– Conduct monthly meetings with dealer Works Managers and General Managers to review the service performances of the dealerships and set action plans for the coming months with better performance levels in all service parameters, including profitability.
– Dealing with vendors.
– Dealership network expansion – targeting to reach a total number of 25 dealerships total in the region (Kerala & Tamilnadu) by 2014. Started with expansion from 8 dealerships in 2012 and currently standing on 22 dealerships in 2013 and planning successfully establish 25 by 2014.
– Dealer network expansion, by ensuring profitability for all dealers getting operational.
– Maintaining documents and reports of Service floor & ensure its proper updation.
– Meeting Customer demands & ensuring customer satisfaction.
– Handling legal cases against the manufacturer, from both Kerala & Tamilnadu, as a representative of the manufacturer.
Other Highlights:
OEM representative in the country for the homologation of the product KTM Duke 390, with FMSCI
Active participant and leading team member from the OEM in the launch of new products – KAWASAKI NINJA 300, KAWASAKI NINJA ZX10R, KAWASAKI ZX14R
Active participant and leading team member from the OEM in the launch of new products – KTM Duke 390, KTM Duke RC8, KTM Duke SXF-450
New products launched were BULLET Classic Chrome 500 & Bullet Desert Storm 500 – (ROYAL ENFIELD)
Conducted dissatisfied customers meet once in every month for converting them to delighted customer by resolving their issue and organising high Hi Tea to customer family-(Dealer of Maruti Suzuki India Ltd).
Regularly conducts Customer meets every month and sorts out any technical or non technical issues they have with the company, as a customer – (ROYAL ENFIELD).
Successfully maintains the monthly service volume as well as the monthly revenue of the Brand Store, well above the target figures provided by the company – (ROYAL ENFIELD).
Attended and actively participated in the Annual Dealer Meet-2011 conductedby the OEM, for all the dealerships across the country, at Pattaya, Thailand.
Size of Channel managed was Service floor (workshop and Body shop), Front office and Back office staff, Customer care and Service marketing team and PROs – (Dealer of Maruti Suzuki India Ltd.).
Product promotions organized and conducted on locality camps at petrol pumps, IT Corporate and in festival season –Introducing new schemes etc. -( Dealer of Maruti Suzuki India Ltd).
Academia & Credentials
2001-02 X from Rajagiri High School, Kalamassery,Cochin; 95%
2003-04 XII from Model Technical Higher Secondary School, Ernakulam; 65%
2004-08 B.Tech. (Mechanical Engineering) from P A Aziz College of Engineering & Technology, Trivandrum, Kerala University; 61%
Other Credentials:
2008 Professional Course in HVAC
2009 Professional Course in AUTO CAD, ProE, CATIA V5, PRIMAVERA
Training
Under organization, Maruti Suzuki India Limited, Ernakulum:
Basic Technical Training from Maruti Suzuki India Ltd in 2009.
Warranty Management Training in 2009.
ISO, BSC and SQS Trainings in 2010.
Customer Care Systems Training in 2010.
Inventory Management training from Maruti Suzuki India Ltd in 2011.
Under organization, ROYAL ENFIELD (A unit of EICHER MOTORS Ltd), Chennai:
Basic Technical Training on Royal Enfield products in 2011.
Expert Technical Training on Royal Enfield products in 2011.
Spare parts, Warranty and Logistics management training from Royal Enfield in 2011.
Soft Skill and Customer Service training from OEM in 2012.
Inventory Management training from Royal Enfield in 2012.
Training on REPSE (Royal Enfield Project Service Excellence) from OEM in 2012.
Under organization, BAJAJ AUTO Ltd, Pune:
Expert Technical training on all KTM & KAWASAKI products, launced by the OEM in the country, in 2013.
Expert Technical Training on upcoming new products to be launched by the OEM in the very near future in 2013.
Training on customer handling and soft skills in 2013.
Basic and introductory training on CDMS (Centralised Dealer Management System), which the OEM will be implementing across the whole channel network by 2014.
Personal Information
Date of Birth: 30th August 1986
Languages Known: English, Malayalam, Hindi and Tamil.
Skills Provision Limited | T: +44 (0) 2079890750 | E: enquiries@skills-provision.com | Registration Details
Copywriters | Privacy Policy | Data Protection Policy | Website Terms & Conditions | Business Terms & Conditions | Equality Policy | Modern Slavery Policy | Library | Sitemap