Customer Care Senior Manager

NARENDRA PANCHAL

(M) 085******** ad333j@r.postjobfree.com; ad333j@r.postjobfree.com

Permanent Address: 76-Meera, Dhwarkapuri Society, Modasa - Meghraj Road, Modasa, District – Aravalli, Gujarat, PIN-383315

Current Address : Siliguri, Kolkata, West Bengal

Profile: Automobile Engineer having 18+ years’ experience in Automobiles and Electric vehicle Service Industries As a Zonal Service head

(Aftersales Service Department) Electric vehicle after sales service Department exp. In SAR group of company Lectrix EV pvt. Ltd. As a Zonal Service head (East – WB, Assam, Bihar, Northeast, Orrisa, Jharkhand) Electric 2W and 3W (L3,L5) service Senior Manager Customer Care in Mahindra & Mahindra Ltd., General Manager Aftersales Service in Maruti Autho., Territory Service manager in Escorts ltd.,

A Confident and result oriented Techno Commercial Professional with more then 18+ years of reach and diversified experience in the field of After Sales Customer Service in Automobile Industry.

Objective

To contribute always at best, I can and to work at my full potential, dedication and intellect to make the organization reach at the apex of its objective & Vision and thereby to make my carrier glittering & growing with organization. Competencies

Hard Working & Task Oriented, Flexible & Patient, Optimistic & Confidence, Responsible & Adjustable, Eager & Learn, Ability to Handle Stress and team, Self-Motivated, Always Positive

Area of Expertise & SKILL

Customer Service, Relation & Retention, Dealer Management, Technical Support, Business Planning, Service marketing, Network development, Automobile, Team Management, Automotive, Warranty Projects, Dealer Service Quality Management, electric vehicle after sales service, Dealer management System updating and input and modify easy operating CRM / DMS system for dealer Current Organization & Job Profile

Current Organization : Lectrix EV Pvt. Ltd (SAR group of company), Manesar, Haryana, India Designation : Zonal Service Manager (Aftersales) – Kolkata (Siliguri), India Actual Role : After Sales Service Customer Support, Dealer Development and profitability Duration : 2nd December 2022 to continue…

Responsibilities:

• Handling service performance issues such handling warranty claims and handling spare parts, PGM, PMS, FS, and batteries

• Taking Care of the essential concerns and unique requirements of B2B customers.

• Circulars, bulletins, Start Many Systems processes, warranty implementation in CRM, warranty policy, service policy, Camp, and other product improvement processes, such as FTR, Monthly repost, PMS in system, etc., have all been successfully implemented in the Company as well as in CRM portal.

• Start to implement process of Free Service, PMS Service, Camps, DSQi,, dealer classification.

• Service criteria were added to the new dealer appointment docket form.

• successfully Implemented Field technical reports are used to compile field problems for product changes in accordance with market demands and to analyses unsuccessful items.

• Put into practice daily updates from the field team on things like trip schedule vs. reality, DVR, service performance status, day output, etc.

• successfully holding daily team meetings to discuss tasks and goals, managing serious field issues directly, and bringing them up with R&D and Quality for further development.

• Handling B2B Customers for their critical issues and Specific requirements.

• Giving new dealers training on the service warranty portal, warranty policy, and the circulars and bulletins for any communications, system, or product improvements.

• Daily Service Reports, Monthly Reports, MIS Reports, Warranty Updates, and Quality Improvement Updates Call Centre CSI calling developments in the field, per vehicle warranty coast management.

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Last Organization & Job Profile

Current Organization : Mahindra & Mahindra Farm Equipment Sector, Mumbai, India. Designation : Senior Manager Customer Care (Aftersales) - Jaipur Rajasthan Actual Role : Customer Support, Dealer Development and profitability, Customer Care Manager, Sr. Manager Customer care Duration : 15th October 2018 to 30th November 2022 Manager Customer care, Handling dealer and Profitability, way to work on Company vision and strategy, Customer centricity, service business, marketing and team management.

Role & Responsibilities:

• Conduct routine dealership visit to review service operations; meet with Service department staff, service & Parts department, Management and dealer ship Principal to assess all aspects of Service operations.

• Coordinate with Management on analysis of Customer interface and service process quality in dealer ship service operations

• Participate in CSI and other focuses reviews and addresses identified issues with dealerships.

• Identifies and recommend best practice action plan with dealership staff and dealer principal together to enhance customer satisfaction and improve service process.

• Monitor Service staff performance and Customer satisfaction score.

• Understand and identified source of customer complaints and address same with dealer principal.

• Assist to resolve vehicle concern which dealership technician are unable to solve with instruct to mechanic proper diagnostic and repair procedure. Demonstrate awareness for adding value to the company by decreasing warranty coast.

• Communication with HO product support team regarding customer need in product improvements with failure analysis data from field.

• Reviewed and evaluate dealer manpower training needs, special tools, spares inventory, consistently contributes to building brand value to delivering on our brand promise.

• Uses extensive system knowledge and dealership data to evaluate approve requests for warranty and good will claims.

• Acts as technical subject matter expert during warranty review activities.

• As necessary, performs other related duties of which the above are representative.

• Development of Dealer’s Infrastructure as per Company’s Norms

• Maintaining and Monitoring Dealer’s System & Reporting as per company Norms.

• To work closely with HO and Field Teams to design, develop and execute anti competition initiatives for the service department.

• Mean Time to repair, Retention, Complete SAR, CSI, Service Revenue Business Spares and Oil Business of Company targeting, Maintain Dealer Profitability.

• Technical Training for Dealer’s Staff for self-capable of solving issues – First Time Right

• Strategical working on Annual Planning on CSI and Complete SAR, MTTR, Retention

• Productivity calculation Manpower wise

• Technical and Commercial Issue taken care

• Warranty Handling with Dealer ships and Company level

• Complete Audit related to Dealer ship DSQI (Dealer Service Quality Index)

• As presently working with Mahindra as a Technical cum Commercial Manager.

• Majority focus on Business in terms of recommended Spares & OIL Business with Technical Support to Dealers/ Customers.

• To work for company profitability with service business at dealer ship as per company plan for various parameter.

• To work on data enhancement and enrichment on a continuous basis by reviewing campaign database

• To generate actionable insights from service CRM data.

• Keeping customers updated on the latest service products in order to increase sales/service by creating Integrated communication plans for field team execution by coordinating with agency teams

• Measure customer loyalty with the channel from aftermarket prospective.

• Enhance reach of service channel by adopting alternate methods and develop processes for capturing service data from the alternate channel there by increasing service market share.

• Enhance local mechanic experience with the brand and generate loyalty by driving parts and oil business through them.

• Drive, manage tractor industry biggest local mechanic program Big Boss and Mahindra Shree

• Create Promotion plans of national level programs customized to segmented customer base to improve post warranty customer engagement

• Conceptualize, conceive, and execute Service campaigns/new initiatives to enhance ease of serviceability and to drive customer engagement

• To guide the Service Mechanics in Technical Problem solving and de-bottlenecking at the Dealership.

• To increase Dealer’s profitability by Service schemes Like Annual maintenance contracts, service performance improvements etc.

• To projects the service activities, initiatives taken in the area office in the organization for cross fertilization of ideas.

• To provide a single window between the area office and the other departments of the company on all service matters.

• To provide feedback on competition new service schemes launched to the head of service and the zonal sales managers.

• To interface with the marketing service cell and the manufacturing cell at the HO for speedy resolution of service issues at the office like pending warranty claims, chronic problems, BDTs etc.

• To audit new dealership for approving it for commissioning.

• Conducting service audits periodically as per the company norms.

• Product training of the dealer, workshop manager and service mechanics. Previous Organization & Job Profile

Previous company 1 : Amar cars Pvt. Ltd. (Maruti Suzuki Authorized Dlr ship) Designation : Senior General Manager After Sales (Service & Bodyshop) Duration : 16th January 2016 to 10th October 2018

Job Profile : [Head of the Customer Care, Service -Workshop, Accident Dept.]

[Worked as Sr. General Manager of Amar cars pvt. Ltd.] Amar cars pvt. ltd. Organization profile:

Maruti Suzuki Authorized Dealer ship in Gujarat with 15% service contribution in Gujarat also same 15% Sales contribution, Amar cars Group awarded in BSC with Platinum category in Sales and Service. (All India Best Dealer ships India) Core Job: Responsibility and is accountable for Customer retention and Dealer ship Overall Profitability of each Department in the group of dealer ship on behalf of dealer principle.

Responsibilities:

• 3x Dealer Service profitability, 3x Service growth, 3x Revenue growth, 2x Vehicle service Growth, New outlets opening for increasing service load and revenue and increase Service CSI with Zero complaints.

• Handle Amar cars pvt. Ltd. All workshop for service and Bodyshop (After sales)

• At Dealer ship handle Service, Accident Bodyshop and Spares with all Branches and Main Dealer ship outlets.

• Service Business growth, Customer retention and Satisfaction Customer service index (CSI)

• Hiring all Management positions, completing performance evaluations regularly and developing short- and long-term goals for each administrative, Service, Parts, Accident dept.

• Increase Service Business revenue with increase service reach with Increase Service Outlets and Customer rich with growing business 9X

• Balance Score card handling of Group of companies

• Group of company Dealer ship Profitability enhanced Previous Organization & Job Profile

Previous Company 2 : Mahindra & Mahindra Farm Equipment Sector, Mumbai, India. Designation : Sr. Territory Manager Sales & Customer Care (Sales & Service) Duration : 5st September 2014 to 7th January 2016

Job Profile : [Customer Care in M&M Farm Equipment Sector in Tractor Division]

[Sr. Territory Manager Sales & Customer Care Ahmadabad, Gujarat] Designation : Sr. Territory Manager Customer Care

Duration : 1st October 2012 to 4th September 2014

Job Profile : [Customer Care in M&M Farm Equipment Sector in Tractor Division]

[Worked as Sr. Territory Manager Customer Care at Rajkot, Gujarat] Previous Organization & Job Profile

Previous Company 3 : Escorts Ltd. Agri Machinery Group Faridabad, Haryana, INDIA. Designation : Territory Service Manager (Customer Care) Ahmedabad, Gujarat Duration : 18th October 2010 to 28th Sept’2012

Job Profile : [Agri Machinery Marketing Division (Service) in Escorts Ltd.]

[Worked as Territory Service Manager at Ahmedabad Guj.] Previous Organization & Job Profile

Previous Company 4 : Landmark Automobiles Pvt. Ltd. Ahmedabad, Gujarat, INDIA. Designation : Service Engineer and Advisor

Duration : March 2006 – 11th October 2010

Job Profile : [Authorized Dealers of HONDA Cars]

• Execute whole car while is coming for a service as well as general repair work.

• Opening R/O by listening customer’s needs.

• Diagnosis of problems in a car, identification and explanation of work done.

• Identification and explanation of work to customer.

• Cost analysis of work repairing jobs.

• Review of work cost and part estimation.

• Approval of work cost and part estimation.

• Design the follows of work repairing jobs.

• Assessment of work repair with trial & checks

• Customer interaction and support to explain work and its repairing process.

• Customer interaction and support to provided status of car repairing process.

• Customer interaction and support to hand over the repair car.

• Executed technical jobs as Instructed by Shop Floor Supervisor

• Completed all the works within minimum time to give 100% productivity operated different hand tools for efficient work. Taking trials during work for proper diagnosis.

Products analyze service report:

• Labour earning & Part selling

Previous Organization & Job Profile

Previous Company 5 : Cummins Auto Service Ltd. Baroda, Gujarat, INDIA. Designation : Team leader - Service Engineer & Advisor Duration : June 2003 - March 2006

Job Profile : [Cummins inc. U.S.A.Subsidiary] Cummins Suraksha Stop Company profile:

Cummins Auto Service Ltd. Has bean formal to provide and meet the repairs and maintenance service requirement of Indian transport industries. Under one roof with the help of chain of full-fledged service solution and fully equipped work shop known as Cummins Suraksha Stop which are open on 24Hrs x 7 Days a week and 365 days a years. Current we are available any on NH-8 and we also have our parts for marketing and providing genuine auto part branded as” GAP” to day we also have alliance with major players like BP for lubes and fuel, Lucas electrical, SKF and Timken bearing, Apollo tyres etc.

Responsibility:

To meet organization expectation in the Area of:

• All work shop management and general Administration.

• To handle a workshop and all workers as mechanics. Technician and helper.

• After market service support with focus on Service Quality.

• Bring alignment amount all team member line with the vision of company.

• Drive profitability, Service Quality and Service marketing.

• Maintenance relative without source job provider and spare parts suppliers.

• Offering AMC package on vehicle maintenance like preventive and schedule maintenance.

• Insuring zero vehicle brake down effective impel. Impel maintenance on preventive maintenance practices and improved work methods.

• Service Engg. In the company of Cummins Auto service Ltd. [at Vadodara Suraksha Stop].

• Customer Satisfaction is our (my) aim and Service Quality is most Imp.

• Training by Cummins company Eng. And Gear box.

• Organizational growth drive, performance management system with the help of team based work system.

• Service excel lance to drive and implement service excellence invitees across all levels.

• To give correct time and cost estimation to customer. Previous Company 6 : Hi tech Consultancy Service. Baroda, Gujarat, INDIA. Designation : Site Supervisor cum In-charge

Duration : May 2003 - June 2003

Job Profile

• Maintenance planning and spare management.

• Operating, Monitoring, maintenance, overhauling and fuel consumable record of different type of low-speed marine engines following.

• Zagoda Sulzer (England) make 2.5 MW 6-cylinder HFO engine

• Niigata (Japan) make 1MW 8-cylinder HFO engine

• W.H.Allen Japan make 1MW 6 cylinder engine

• SKL 2.5MW 12-cylinder HFO engine and Skoda 1.5MW 6-cylinder engine. Company profile:

Hi Tech consultancy service is a small company which is purchase old and scrapped marine engine from Alang Port Bhavnagar, Gujarat. The same engine dismantling maintained and o/h carried out in Hi tech req. spare replaces and make ready for operating. The same engine supply to other company on rental basis with sufficient man power for O & M. for using Power generation with Alternator to using this Marine Engine with HFO. Training Achieved

• H-Smart (Honda Smart) basic Training for Service Advisor by HITEC.

• Service Advisor (SA1 and SA2) Training by HITEC (Honda Inter. Training and Edu. Center)

• Practical workshop training for all Honda Cars and TATA Cummins Engine.

• Escorts ltd. At EIFM Bangluru basic training Territory Service Manager.

• Escorts Ltd. at EIFM Bangluru 1 month training for tractor overhauling and Territory Service Manager level skill training. Product training.

• Best Territory Service Manager Award winner of the year March 2011.

• Behavioral and communication skill Training Program at Udaipur.

• Aspire to Inspire Outbound Workshop at Mukhteswar (Nainital)

• 15th Days Tractor overhauling training in Mahindra Excellence centre at Nagpur.

• Customer Care Manager Training at MEC Nagpur, Maharashtra, India

• M Star Tractor Training Done at MEC Nagpur, Maharashtra, India

• Maruti General Manager Service Training.

• CRDe Training at Nagpur Mahindra Training Center (MEC)

• General Tractor Engine, Transmission, Hyd, Training done at Nagpur MEC (Mahindra Excellence Center)

• CRDe engine Training & Trouble shouting training done prior to product launch.

• E trainings of Multiple Implements in Farm Equipment sector in Mahindra & Mahindra Ltd.

• TREM IV CRDe Technologies state champs in Mahindra & Mahindra Ltd.

• EV 3W vehicle training related to motor, controller, charger, converter etc…

• Product improvement related discussion every week with Product development team basis on field issues. Professional Education

• B. E Graduate in Automobile Engineering from Aura Management Studies in August 2009. (Authorized Study Centre of MS University & Register by Gujarat Government, INDIA)

• Diploma Automobile Engineering from Technical Examination Board, Government of Gujarat, INDIA in May 2003. Personal Information

Date of Birth : 24 Oct 1981

Marital Status : Married

Language Known : English, Hindi, Gujarati

Present Salary : 20 lacs CTC

Date: (Narendra K Panchal)

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