Service Customer

MANU V V

Mobile: +917*********/+917********* ~ E-Mail: **********@*****.**.**

[pic]MANAGERIAL ASSIGNMENTS in Engineering Sector~

~ After Sales & Service Operations / Business Development / Technical

Services / Customer Care/Brand Management / Network expansion ~

Career Synopsis

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< A dynamic goal driven sales & service operations professional having over

5 years 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 Scan

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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 Highlight:

< 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).

Academic & Credentials

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2001-02 X from Rajagiri High School, Kalamassery,Cochin; 95%

2003-04 XII from Model Technical Higher Secondary School,

Ernakulam; 65%

2007-08 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

Trainings Attended

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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 Data Management

System), which the OEM will be implementing across the whole channel

network by 2014.

Personal Dossier

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Date of Birth: 30th August 1986

Address: 3A Skyline Gateway, Pathadipalam, Changampuzha Nagar P O,

Cochin - 682033, Kerala.

Languages Known: English, Malayalam, Hindi and Tamil.

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