AutoCAD
Deepak .M.M
Mechanical Engineering
Chennai
Summary
An enthusiastic professional with 8+ years of experience in automobile sector (BOTH ICE & EV) predominantly in Aftermarket - Service. Currently looking for field service / technical support role preferably in 2 &4-wheeler segment where I can use my skills and experiences to deliver the expected results and build upon my interests to contribute for the goals of the organization.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Regional Service Manager
Bounce Infinity
7 2023 - Current
- Build and maintaining profitable relationships with key customers.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Network expansion – setting up workshop as per company’s norms.
- Ensure good NPS & CX score for the service.
- Experienced in customer handling with a strong focus on Net Promoter Score (NPS) optimization. Skilled in resolving critical escalations, including social media and National Consumer Helpline cases, ensuring timely and effective resolution to maintain customer satisfaction.
- Analysed service reports to identify areas of improvement.
- Guide dealer team to establish/upgrade/maintain Service Infrastructure in accordance with updated guidelines.
- Identifying the Training needs of Dealer teams & extending required support to ensure their understanding on the complaint Management process.
- Establish, Sustain and Improve service process at dealerships for Better Customer Service Experience.
- Region wise customer complaint analysis to identify weak areas for improvement.
- Preparation and circulation of Service circulars and SOPs on need basis to field & On field Training for service team on Product knowledge and troubleshooting techniques.
- Handling retail partners and follow them with complaint closer.
- Handling Service related Escalated case and solve them in priority basis.
- Developed and enforced regional service policies and procedures.
- Implemented process and cost-saving initiatives to enhance operational efficiencies.
- Planned and implemented strategies for improving customer service and satisfaction across region.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Operations Lead - Service
Ola Electric Technologies Pvt.Ltd
12.2021 - 07.2023
- Based out of Head Quarters (HO), Ola Electric Technologies Pvt Ltd Bangalore, responsible for providing technical support to field team in order to resolve complaints in the vehicle and thereby achieving customer satisfaction.
- Coordinating with field team on premature failures reported in the vehicle and provide a detailed technical report to PMG team for a proper corrective action and counter measure.
- Working along with CFTs viz Parts, plant to arrange a quick and prompt support to the field team at the earliest possible.
- Escalating complaints which are pending for more than 3 days to field team and following up till the complaint closed.
- Training newly joined manpower on the current process and SOPs on going and provide OJT based on requirement and roles that concern new joiner had to perform.
- Timely closer of complaints which are pending for technical support end and ensuring timely delivery of vehicle by field team.
- Can attend complaint at any point of time in a day to ensure faster resolution and thereby ensuring customer satisfaction.
- Supporting Product Development (PD & PMG) team regarding product issues faced by field team in Live and coordinating with CFT and concern Area Service Engineer & Regional Service Managers PAN India for faster resolution and thereby achieving Customer Satisfaction.
- Coordinating with RSA providers for immediate pick up/delivery of vehicle from/to customer at the least waiting time possible.
- Supporting Marketing team during customer events PAN India by representing as a Service representative on behalf of OLA Electric
- Imparting product & process trainings internally to concern stakeholders whenever required.
Service Advisor
Ather Energy Pvt Ltd. (Creative engineering Payroll)
10.2018 - 12.2021
- Acts as liaison between customers and service department by communicating with customers regarding vehicle problems and repair timeline, and expressing customer concerns to service department
- Manage the service floor, scheduling deliveries, registering insurance claims and supporting customer with providing Roadside Assistance on emergency situations.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Maintained high customer satisfaction standards to meet or exceed targets.
- FMD Creations, maintaining a directory of failure parts with the type of failure in order to analyze the root cause and provide a necessary preventive action.
- Providing technical support to the service technicians in order to resolve complaints in the vehicle and thereby achieving customer satisfaction
- Documented problems and corrective actions to maintain records.
Floor Supervisor & Customer Relationship Officer
GAP MOTORS
06.2016 - 06.2018
- Manage the front-end operations, such as performing opening and closing operations, delegating tasks to the technicians throughout the day, and ensuring maximum productivity.
- Managed staff hiring, training and supervision.
- To maintain good customer relationships after the sale and service process is complete, and manage the customer relationship executives to work with customers to keep them up to date on products and services.
PDI / Warranty In Charge
Sri Velavan Motors
01.2015 - 05.2016
- Adhering to the warranty policy, ensuring the SOP’s followed to resolve the complaints and making decisions immediately
- Sending product failure reports to company on the need basis, getting the updates and communicating to service advisor, floor in-charge and technicians
Education
B.Tech - Mechanical Engineering
Prist University
Thanjavur, India 08.2010 - 04.2014
Skills
Effective communication and interpersonal skills
Task oriented
Diagnostic services
Field technical services
Software
Pro E
Catia
HAP(HVAC designing)
Languages
English
Hindi
Tamil
Telugu
Timeline
Operations Lead - Service
Ola Electric Technologies Pvt.Ltd
12.2021 - 07.2023
Service Advisor
Ather Energy Pvt Ltd. (Creative engineering Payroll)
10.2018 - 12.2021
Floor Supervisor & Customer Relationship Officer
GAP MOTORS
06.2016 - 06.2018
PDI / Warranty In Charge
Sri Velavan Motors
01.2015 - 05.2016
B.Tech - Mechanical Engineering
Prist University
08.2010 - 04.2014
Regional Service Manager
Bounce Infinity
7 2023 - Current
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