Manager Service

Retesh Mathur

Mobile: +380*********, Resi: +380*********, +919********* Email: *************@**********.***

Seeking a challenging senior level assignment as …

Regional Manager / GM / Head

Automobile Service Operations / Client Servicing / Network Expansion/Spare Parts

Professional Brief: A competent and dynamic professional with an enriching cross functional experience of over 14 years, in the automobile industry, accented with the latest trends and techniques of the field coupled with a wide range of managerial skill sets. Associated with Tata Motors Ltd, since 1997 and currently spearheading functions in the capacity of Country Head (Customer Care), based at Ukraine

Profile Snapshots

• Sound knowledge of latest trends and techniques of the field coupled with proven skills in problem solving, coordination and analysis backed with capability diagnosing and rectifying critical technical issues.

• Expertise at conceptualizing, planning & implementing business strategies as per established company objectives, policies & procedures etc., to achieve targeted profitability & growth of business.

• Skilled in focusing on optimum utilization of talent and human resources, evaluation of technical, professional and soft skills of team members.

• Adept at working in high pressure environments with strict deadlines and multiple deliverables.

• Proven expertise in introducing process improvements/controls to enhance overall operational economy.

• Gained knowledge of international automobile markets while working in Russia and Ukraine

• A proactive learner with a flair for adopting emerging trends & addressing industry requirements to achieve organizational objectives & quality norms.

• An effective communicator with excellent relationship building & interpersonal skills, strong analytical, problem solving & organizational abilities.

Education and Competence

Academic Qualification

• PG Diploma in Marketing Management, IGNOU, Delhi, 2002

• B.E (Mechanical), Pune University, 1996

Trainings

• Designing and Delivering Customer Focused Services

• Seeking Customers Retaining Customers

• Wonder of Wonders TRIZ

• Creating Winning Leaders

• Out bound training

Core Competencies

• Product Monitoring & Development • Dealer Network Development

• New Product Launch • Dealer Service Operations

• Business Development • Spares Inventory Management

• Promotional Campaigns • Customer Care

• Reports • Field Warranty

• Field Training • ISO Formalities

Key Functional Areas

Sales & Marketing / Business Development

• Implementing sales and marketing strategies for achieving business growth.

• Conducting market research spares parts available, their utilization pattern and organize promotional activities for increasing sale of spares.

• Maintaining relationships with key decision-makers in target organizations to generate revenues through Annual maintenance Contracts and sale of spares.

• Analyzing marketing trends and tracking competitors’ activities and providing valuable inputs for product enhancement and fine tuning sales & marketing strategies.

Servicing Operations

• Managing all service operations for the territory, through dealers, ensuring customer satisfaction and business retention.

• Collecting & collating data on repeat jobs/ other specific complaints & discuss the same with the manufacturing team for counter measures.

• Handle all warranty related issues involving internal and external audit and analysis and providing service support to dealers if required.

• Ensuring that operations at the service points and infrastructure match the company’s standards.

• Review and support distributors and dealers towards enhancement of Service Market share

• Organize Service Campaigns /Customer Meets and Local Technician Meets for improvement in services and achieving customer feedback

Customer Relationship Management

• Identifying and networking with prospective clients, generating business from the existing accounts and achieving profitability and increased sales growth.

• Training the service team regarding service related work to provide prompt after sale services, ensuring customer satisfaction by achieving delivery & service quality norms.

• Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

• Study and analyse the post delivery feedback and identify issues across dealerships and take corrective actions

Team Management

• Leading & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets.

• Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

• Coaching the team and driving them to achieve the best results.

Career Summary

Tata Motors Ltd, Since 1997

Career Path

• Country Head (Customer Care), Ukraine, 2007 onwards

• Area Service Manager (UP & Uttaranchal), 2005 – 2007

• Service Engineer/Asst Manager/Manager, Delhi / Jaipur / Chandigarh, 1997 – 2005

Significant Contributions

• As Country Head, Ukraine, successfully reduced the warranty expenses by 20$ / vehicle by implementing service improvement measures.

• Recognized as a specialist for Winterised vehicles. When the temperature goes below -25 the vehicles behave differently and need special technological changes to adapt the product in critical weather conditions specially winter

• Attended a Special Programme for testing of Vehicles in COLD CHAMBER (Temperature – 40Degree) at Moscow in Russian vehicle Manufacturer ZIL manufacturing premises.

• Specially nominated to visit Siberia Russia along with Specialist Team for Testing of Tata Vehicles and Electronic Control Mapping for Euro 3 vehicles in extreme climatic conditions.

• Launched the Annual Maintenance Contract scheme for vehicles, which increased service revenue and spare parts consumption by 30%. Successfully enrolled 325 vehicles so far.

• Developed a Skill Matrix and recorded the skill availability at Ukraine Dealers and devised training modules for improving service standards, soft skills and thus achieve customer satisfaction

• Responsible for the following important operations for Semi Knock Down kits (coming from India), for last 3 years

o Checking of SKD at distributor points (Parts shortages) and taking up with Plant for fulfillment of shortages on time.

o Assembly operations at Dealer points (approx 250 vehicles per month). To resolve assembly queries and provide them immediate solutions for avoiding the assembly shutdowns.

o Responsible for Quality checks at final assembly so that a Quality product should roll out.

o Taking assembly and quality issues with Head Quarters /Product Management and with Plant

• Took the imitative and converted all Technical Literature and Diaganostic literature of Euro 3 into Russian Language.

• As Area Service Manager, Implemented strategies for expansion of service network, improvement in the quality of service operations etc which increased customer satisfaction and Brand Loyalty.

• Organized promotional events to increase market penetration and achieved a growth of 15% in Uttaranchal

• Organized a Seminar for Uttaranchal Roadways which was highly appreciated by the MD (State Transport)

• As Manager, made a record by opening 15 new Service stations in 1 year. Appreciated by Service headquarters

• Measured the exact Profitability after Implementing the Project of Workshop Profitability and noticed prominent growth at Dealer points

• Implemented Kaizen theory at 10 dealerships. Fabricated special Trolleys and stands for workshops

• Implemented ISO14001 in workshops and made ecofriendly workshops

Achievements

• Selected by the International Business Team, in appreciation for good performance throughout the tenure, for heading the Customer Care Dept for Ukraine..

• Was promoted as Area Service Manager (UP and Uttaranchal), due to the initiatives taken in earlier assignments and was the youngest ASM handling the biggest area with a team of 17 Engineers.

• Successfully handled a Special Project of Implementing Service Process and Customer satisfaction Activities at Dealer Points. The project was directly monitored by the ED.

• Nominated for a very special Training Programme at Tata management Training Center. Attended Wonder of Wondres TRIZ

• Awarded by Service Headquarters for being the second Best Sellers of Annual Maintenance Contract in India

• Nominated several times by Headquarters for conducting training on Service Process at Pune Training Center for outsiders and GET’s.

Previous Assignment

Virgo Engineers Ltd, New Delhi

Sales Engineer, Apr 1997 – Jul 1997

Personal Details

• Date of Birth: 14th Apr 1974

• Languages Known: English, Hindi, Punjabi, Russian

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