Abhishek Kumar
Ghaziabad
Summary
Hands on experience in satisfying customers by troubleshooting issues in complete product implementation phase and developing dealer’s infrastructure and finding sources for its viability. Looking for an opportunity to work as an analyst with after sales market expertise.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Manager
Maruti Suzuki India Ltd
Gurugram
08.2021 - Current
- Support-Domestic and Export
- Supporting field staff in resolving critical diagnosis related issue
- Coordinating with Quality Assurance and Engineering team for product improvement
- Analyzing field defect information reports and supporting quality assurance team taking necessary countermeasures for defects reported
- Handling technical queries from export distributor and providing quick support
- Implementation and execution of voluntary campaign and recall activities
- ACHIEVEMENTS
- Implementation of an efficient system for capturing of customer complaints and resolution throughout the region
- Successfully achieved all India lowest regional customer complaints for 2 consecutive years (FY17-18 and 18-19)
- Successfully driven the digital transformation process in cluster workshop for providing enhanced customer experience
- Effectively implemented the various digital processes (online approval systems, digital job cards etc.)
- Handling after door step service facility (Service on wheels) for customer
- Implementation and monitoring of Automatic Vehicle Tracking System in cluster workshops
- Cluster Dealer has been awarded as Royal Platinum Dealer for 2 consecutive FY(18-19 and 19-20.
Deputy Manager
Maruti Suzuki India Ltd
Calicut
07.2015 - 08.2021
- Responsible for the Cluster Workshops assigned for their Service Business and Viability
- Monitoring and effective reduction in customer issue through root cause analysis and implementation of countermeasures at ground level
- Drive Customer Engagement Index and implementation of effective service processes and reach in field through the Service network
- Implementation of new systems & process at Dealer Service network for improvement of customer interaction and dealer business viability
- Liaison between dealer and Field Quality team for Technical Support
- Develop and maintain dealership service workshop standards as per Maruti Suzuki norms
- Improve service capability through training of dealer service personnel
Education
B. Tech ( Mechanical And Automation Engineering ) -
G.B.Pant Engineering College
Delhi 07.2011 - 06.2015
Skills
Technical issues analysis
undefinedTimeline
Manager
Maruti Suzuki India Ltd
08.2021 - Current
Deputy Manager
Maruti Suzuki India Ltd
07.2015 - 08.2021
B. Tech ( Mechanical And Automation Engineering ) -
G.B.Pant Engineering College
07.2011 - 06.2015
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