Experience

SML ISUZU Ltd. (Foremly known as Swaraj Mazda Ltd.)

• Motor Vehicle Manufacturing
• 300 - 400 Employee

• Customer Service Support Manager

  • Aug 2016 - Present

  Analyse the technical complaints of the vehicle in the field and sharing Technical reports with the FQM team at plant. • Maintain and handle warranty claims/FSC of the dealers & controlling VOR charges of the vehicle breakdowns. • Development of secondary channel/Roadside mechanic tie up with dealerships for spare part sales and breakdown support. • Ensuring the implementation of service processes at channel partners. • Ensuring the execution of spare parts order by all channel partners for sufficient inventory. • On Job Training to SE’s/Works managers regarding workshop & dealership management. • Training to works managers for how to improving dealership profitability & Productivity. • Analysing the dealer Service Break even & Service Absorption ratio. • Workout special service support for strategic/fleet customers with channel partners. • To work for Unit in Operation and Lost customer Retention. • Service TAT Analysis & control. • Focus on dealer CRM activities, NDC & PSF calling. • Review the workshop infrastructures, RQ audit, Implementations & Monitoring of SOP’s process, equipment and manpower optimisation as per Company norms and standards. • Feedback on company’s as well as competitors products. • Coordinating with plant quality team regarding field customer voices & take preventive action or counter measure regarding product concerns. • Focus and analyse monthly CSI Score of dealerships. • Ensure to close 24x7 call centre customer complaint tickets within 1 day. • Analysis of dealer manpower skill matrix and conduct training of L1/L2/L3 @ Plant. • Resolve DMS queries of the Dealer. • Design AMC calculation for fleet and corporate customer. • Conducting and arranging the Service Camp @ dealers/outstation locations. • Ensure to timely clear warranty/publicity expenses of the channel partner. • Loyal/Fleet & Corporate customers meet. • Compile and analysis monthly MIS. Show less



Mahindra & Mahindra Limited ,Automotive Sector

• India
• Automotive
• 400 - 500 Employee

• Customer Care Manager

  • Jun 2012 - Jul 2016

  • Conducting free Service campaigns at dealerships to improve parts revenue. • Focus and create the Indoor and Outdoor Mega Service Camps for Customers. • Plan and execute service and parts support to customers through dealers. • CSI-Customer Complaint Resolution & Index. • Ensure Spare part availability at dealership and spare part target Achievement. • Focus on Lost Customer Retention. • Co-ordinating with HO for warranty and spare parts processing. • VOR focuses in Dealerships. • Face to face interaction with customers in market and Dealerships. • Dealership productivity and Profitability improvement. • Skill up-Technical development at dealership and Product Training to Dealer Engineers. • Field visits and ensure that the dealer service engineer is giving rendering quality service to the customers. • Warranty administration-Dealer Warranty claims & FSC Rejection Control. • Product Failure Analysis & Product Performance Monitoring with regular feedback. • Retro Fitment and Monitoring Performance. • Network Expansion. • Roadside Mechanic Tie ups for improving the service network and dealer business. • Market Intelligence and Competition report. • Review the workshop infrastructures, RQ audit, Implementations & Monitoring of SOP’s process, Man power as per Company norms and standards. • Cross Auditing of CSI Feedback to improve the level of Customer Satisfaction Show less