Service Manager
Resume:
CURRICULUM VITAE
Name: RAJDEO
Email:
********@*****.***
Contact No:
Mobile:+91-700*******
LinkedIn-https://www.linkedin.com/in/raj-deo-85727b53/
Address:
Dunlop.Kolkata-700108
Language Known
Language
Read
Write
Speak
English
Hindi
Computer Skills-
MS Office
Profile Summary
10.7 years of Experience in after sales service in reputed Automobile Industry.
Education
B. Tech-Automobile Engineering from WBUT.
Diploma-Automobile Engineering from BIT Mesra
Experience
Current Company : Hyundai motors India Ltd
Location : Kolkata
Duration : Nov 2015 to Dec 2019
Role : Area Parts and Service manager
Total Dealer handle : 28
Current CTC : 11.80 LPA
Notice Period : 2 Month
Skills & Abilities-
Dealer management, CSI, After Sales Management, Customer Relationship Management, Network Management, Complaine Handling, Technical Support, Warranty Management, Inventory Management, Training and Development,Dealer Audit .
Key Achievement Area
CSI, Decrease TAT, Network expansion, Increase FTR, reduce revisit, Increase
Service retention. Critical Complain handling
Degree
COLLEGE/UNIVERSITY
YEAR OF
PASSING
%Marks
B. Tech (Automobile engineering)
MCKV institute of engineering, WBUT
2009
71.20%
Diploma(automobile engineering)
Birla Institute of Technology, Mesra, Ranchi
2006
78.50%
Standard 10th
JSEB Ranchi, GNM high school,
2003
77.8%
EDUCATION PROFILE
PROFESSIONAL EXPERIENCE
(1) Company : Hyundai Motors India Ltd
Location : East Region
Duration : Nov 2015 to till.
Role : Area parts and Service Manager
Responsibilities:-
1) To implement Service Policy at dealership.
2) Improve dealer operations and systems/process to meet
Customer satisfaction.
3) Dealer visit review & improve CSI through process
Systems for dealer profitability & customer satisfaction.
4) Carry out warranty audit/ DEP audit and ensure cost
Control as well dealership enhancement.
5) To support monitor dealers in the CSI activity in the
Region,
6) To monitor workshop up gradation plan for region for
Better CSI.
7) To identify training needs for the dealer staff
8) To carry out PDI audit.
(2) Company : Isuzu Motors India Ltd
Location : Delhi
Duration : Oct 2014 to Nov 2015
Role : Area Service and Parts
Location : Delhi
Responsibilities:-
1. Inspect the Warranty Claims & physical verification of parts in Dealership
2. Co-ordinate with HQ for product development.
3. Implement Isuzu Standards in Dealers
4. In order to keep dealers motivated for greater involvement in workshop operations and increase profitability.
5. Technical support and co-ordination.
6. Co-ordinate with various vendors, supplier and internal team to resolve Dealer concerns.
7. Contribute for JIR (Joint Investigation Report) to ensure proper feedback to plant and complaint resolution.
8. Escalate product concerns through TIR. And communicate back to Dealer.
10. Assess/evaluate result/plan training needs of Dealer for certification.
11. Identify training gaps and nominate Dealer manpower for all courses.
12. Suggest and facilities implementations if initiatives (e.g. CSI, Service products, on road assistance) at the dealerships aimed at identifying gaps or improving performance.
13. Audit and check for compliance to the standards and policies prescribed by ISUZU like workshop process compliance, international dealer standards, and operational parameters, operational facilities and infrastructure, manpower etc.
14. Evaluate the business at the dealership, including current business plans, market trends, performance of workshops on KPI's etc. and identify areas for improvements.
15. Visit Dealerships and provide coaching and guidance on their processes and operations, as well as initiatives to be taken to improve performance.
16. Provide on the job training to dealer workshop staff.
17. Review and link the improvement actions towards improving CSI score
18. Support the dealer to resolve difficult customer complaints & provide trouble shooting guide to service team.
19. Review the status of pending customer complaints received at dealer.
(3) Company : Tata Motors Ltd
Location : Indore
Duration : July 2012 to Sep 2014
Role : Customer Support Manager
Responsibilities -
1. Vehicle Inflow increase and Dealers satisfaction
(A). Prepare and recommend action plans on vehicle retention and inflow growth including Body & Paint (B&P) initiatives
(B). Process implementation of inflow initiatives parameters and review of the same at dealer with continuous improvement
(C). Monitor status of pending claims of Dealer and seek approvals as required on payment release.
(D). Implement/ monitor and increase body shop conversions, productivity and new initiations
2. In order to keep dealers motivated for greater involvement in workshop operations and increased profitability. Service process and customer care implementation.
(A). Audit, analyze and implement action plan on process improvement.
(B). Resolve all customer complaints in co-ordination with Dealer.
(C). Monitor, analyze and act on improvement of service parameters.
(D). Execute and monitor of customer connect initiatives with Dealer.
(E) Improve customer experience through adherence of service process.
3. Service marketing.
(A). Follow up with Dealer to ensure service marketing products targets achievement.
(B). Follow up distribution of dealership manpower incentive for service marketing.
4. Technical support and co-ordination.
(A). Conduct audits, develop action plan and review with Dealer periodically.
(B). Co-ordinate with various vendors, supplier and internal team to resolve Dealer concerns
(C). Contribute for JIR (Joint Investigation Report) to ensure proper feedback to plant and complaint resolution.
(D). Escalate product concerns through DIR/CCIR. And communicate back to Dealer.
(E). Execute, monitor and updating with Dealer.
5. In order to provide timely and accurate product feedback to plan Basement, training and certification.
(A). Assess/evaluate result/plan training needs of Dealer for certification.
(B). Identify training gaps and nominate Dealer manpower for all courses.
(C). Monitor certification status at Dealer.
6. Increase CSI
(A).Review and link the improvement actions towards improving CSI score.
(B).Support the dealer to resolve difficult customer complaints & provide trouble shooting guide to service team.
(C) Review the status of pending customer complaints received at dealer.
.(4) Company : TVS Motors Compan
Location : Delhi
Duration : June 2009 to June 2012
Role : Territory Service Manage
Responsibilities-
(1). Dealer Business growth & Profitability.
(2) Improve service market share of dealer by increasing free service redemption and overall service inflow.
(3)To improve service productivity in workshop.
(4)Increasing the market share
(5)Dealing with dealers and distributors.
(6)Interface between company and market.
(7)Giving trainings to junior, Workshop staff &Mechanics.
(8).Improve CSI Score.
(9) Obtain feedback from customers at regular interval and use the same for improving adherence to service standard at the dealership.
(10) Review the analysis of non-adherence of service standards and counter measures proposed by Works Manager.
(11) .Review improvement actions towards Selection process, training, performance based incentive system and exit process for service team as well as the gaps in infrastructure, Tools & equipment in order to improve adherence.
(12). Review and link the improvement actions towards improving CSI score
(13) .Review manpower status based on business growth plan in terms of recruitment and training.
(14). Review updating and conduct orientation program for service and spare team at the dealership.
(15) .Support the dealer to resolve difficult customer complaints & provide trouble shooting guide to service team.
(16). Review the status of pending customer complaints received at dealer.
(17) Product Quality & Product feedback to be given regularly to HO to improve product quality
(18).Warranty Claim Handling
(19).Spare part handling.
(20) Support for legal issue of dealers related to product.
(21) Improve NPS score
PERSONAL INFORMATION
Father’s Name Ganesh Mandal
Date of Birth 15th Nov 1988
Sex Male
Nationality Indian
Marital Status Single
Declaration
I enjoy challenges and work hard to attain my goals in any part of country or Abroad if need arises.
I, hereby solemnly declare that all the above information is correct to the best of my knowledge and faith.
DATE :
RAJDEO
PLACE:
Contact this candidate