Gokul Jayagopi
Technical support, Warranty Management, Service business planning, Dealer Process Enhancement
Chennai
Summary
Dynamic team lead with expertise in optimizing workflows and enhancing team productivity. Known for strong problem-solving skills, driving cross-functional collaboration, and delivering customer satisfaction. Results-driven team leader with expertise in optimizing workflows and predictive analytics. Proven track record in cross-functional collaboration and driving customer satisfaction. Committed to enhancing operational efficiency and team performance.
Overview
20
20
years of professional experience
Skills
- Team leadership
- Predictive analytics
- Strategic planning
- Workflow management
- Ticketing optimization
- Analytical thinking
- Problem solving
- Customer support
- Cross-functional collaboration
- Conflict resolution
- Employee evaluation
- Collaboration and teamwork
Achievements
- Successfully formed and executed the GRID team with end-to-end process design and developed the system for smoother operations
- Extended the knowledge desk support to the international market for quick diagnosis support
- Implemented an AI chatbots for quick guidance on the diagnosis to technicians and floor supervisors of dealerships
- Developed a diagnosis tool similar to the EMS diagnostic tool along with Quality Function, to aid dealer technicians in diagnosing electrical failures
- Implementation of the Quick Service process across PAN-India dealers to improve dealer bay productivity and achieve Same-Day Delivery
- Designed an audit app along with the vendor and implemented a safety audit process to standardize the safety standards across the PAN India dealerships
- Product modification based on the field observation suggested to PD and implemented: wiring harness branch relocation, oil pump flow increased for effective functioning of hydraulic tappet, brake pedal design change in disc brakes models
- Successfully created an end-to-end process capturing the customer voice in the DMS system, which enabled the technical and quality team to effectively monitor and work on the customer concerns relating to the component failures
Languages
English
Proficient (C2)
C2
Tamil
Native
Native
Hindi
Intermediate (B1)
B1
Telugu
Intermediate (B1)
B1
Work History
Manager - GRID WINGMAN
Royal Enfield
Chennai
04.2025 - Current
- Led team in daily operations and workflow management.
- Contributed insights and defined logic for predictive alerts, enhancing customer communication.
- Delivered key metrics while maintaining turnaround time using available resources.
- Optimized ticketing logic by integrating vehicle parameters and relevant inputs, improving accuracy.
- Assisted customers by arranging repair support through dealers and internal stakeholders.
- Facilitated team meetings to promote engagement and problem-solving.
Manager- Knowledge Desk
Royal Enfield
Chennai
04.2024 - 03.2025
- Mentored team members, providing guidance on problem-solving and decision-making skills.
- Collaborated with internal departments, delivering effective solutions to customer concerns.
- Created video SOPs for the top complaints to aid technicians and service consultants.
- Developed a library for the Service Team for quick reference of the technical documents and cutoff details.
- Supported the manager in developing strategic plans for future projects and initiatives.
Manager- Service Command Centre
Royal Enfield
Chennai
05.2022 - 04.2024
- Led a team of 16 individuals in achieving targets, exceeding goals.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Identified process improvement opportunities, enhancing TAT, SDD, and PDT adherence.
- Evaluated team performance and provided constructive feedback regularly.
- Collaborated with management team to implement new work procedures or policies.
- Motivated team members, fostering customer satisfaction and loyalty to support retention and growth.
- Collaborated with departments to develop solutions addressing customer needs.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Supported the manager in developing plans for future projects, initiatives and objectives.
Technical Support Manager
Royal Enfield
Chennai
04.2016 - 04.2022
- Launched daily monitoring system for claims and job card data focused on regional dealer performance and customer concerns.
- Managed ticketing system to track and prioritize customer issues effectively.
- Established SLAs between technical support team and plant quality for efficient issue resolution.
- Ensured compliance with IMS standards, company policies, and procedures relating to technical support operations.
- Evaluated customer feedback data to pinpoint improvement opportunities in product and service delivery.
- Developed diagnosis manual to improve training for dealer technicians and service personnel.
- Performed in-depth case studies on critical issues like engine noise, steering hardness, brake failures, etc., coordinating with the plant for solutions.
- Participated in budgeting activities by forecasting labor costs associated with providing technical support services.
- Coordinated with OE suppliers CEAT, MRF, Amaron, and Exide to address field issues and enhance resolution processes.
- Contributed to new CRM DMS project, enabling accurate capture of customer feedback linked to fault codes.
Territory Service Manager
Royal Enfield
Chennai
10.2014 - 04.2016
- Trained dealers on warranty handling, vehicle maintenance, customer interaction, parts planning, and workshop profitability strategies.
- Enhanced CSI score by ensuring dealers adhered to service processes.
- Improved SMS and FSC redemptions by conducting strategic campaign activities.
- Identified product-related issues and collaborated with SHQ to resolve them in the field.
- Process effectiveness is monitored by conducting a mystery audit at dealers to improve further.
Field Service Engineer
Ashok Leyland
Chennai
10.2012 - 10.2014
- Led field trials to validate AL vehicles' mileage and performance advantages over competitors.
- Collaborated with Service HO to resolve product issues, generating detailed performance reports on failures.
- Streamlined performance monitoring of new models and warranty vehicles, initiating actions at workshops.
- Boosted SMS, TAT, and CSI scores in workshops through effective improvement strategies.
- Implemented SQA protocols across workshops with consistent follow-up for quality improvements.
- Processed warranty claims in alignment with OEM policies while conducting root cause analysis for product enhancements.
- Educated dealers on managing warranties, maintaining vehicles, improving customer interactions, and maximizing workshop profits.
- Conducted regular visits to key accounts to gather feedback on AL vehicle performance against competitors.
Vehicle Specialist
Daimler India Commercial Vehicles
Chennai
02.2011 - 09.2012
- Collaborated with cross-functional teams to enhance communication and streamline workflow processes.
- Conducted trials on competitor vehicles to evaluate performance and reliability.
- Performed FMEA on Proto vehicles to identify potential failure occurrences.
- Monitored sold vehicle performance and resolved complaints through detailed technical analysis.
- Supported the PD team in maintaining Proto vehicles.
- Monitored and tracked lubricant samples to establish maintenance schedules for new vehicles based on sample validation.
- Contributed to service manuals and finalized ROTs for dealership repairs to ensure accurate and effective maintenance.
Field Service Engineer
Asia Motor Works
TamilNadu
05.2010 - 01.2011
- Executed site campaigns to enhance customer relationships and drive satisfaction.
- Identified solutions for unusual field complaints and managed retrofit activities effectively.
- Facilitated vendor coordination on service complaints to ensure prompt resolutions and conducted joint investigations for recurring issues.
- Conducted training for dealer staff on aggregates and driver training, improving service quality at dealerships.
- Analyzed vehicle inflow, parts usage, and labor efficiency to support dealers in maximizing workshop profitability.
- Monitored performance of new vehicles in the commercial vehicle market.
- Analyzed chronic aggregate failures and provided insights to headquarters.
- Delivered detailed reports on parts transactions to support OEM warehouse development.
Field Service Engineer
Asia Motor Works
Surat
05.2006 - 04.2010
- Executed KAM customer strategy while training workshop personnel to improve vehicle maintenance and reduce downtime.
- Trained drivers of KAM customers to optimize vehicle performance and operational efficiency.
- Operated COCO workshop at Surat, ensuring client satisfaction for KAM customers.
- Facilitated on-site campaigns to build customer relationships and promote goodwill.
- Monitored new vehicles, assessing actual performance metrics in commercial vehicle market.
- Analyzed chronic aggregate failures, providing technical assistance and reporting findings to headquarters.
- Managed communications with vendors regarding service complaints on service complaints to ensure timely resolution and collaborative investigations for recurring issues.
- Arranged training programs for dealer shop floor staff and conducted driver training at dealerships.
Education
Diploma in Mechanical Engineering - Automobile
Vel Tech Polytechnic College
Avadi04-2006
S.S.L.C -
Our Lady of Velankanni Matriculation School
Chennai03-2003
Affiliations
- Marathon Runner - Chennai Marathon Y'24 & Y'26. Chennai Turtle Walk - Y'24. Trekking and motorcycling.
PERSONAL DETAILS
Father's name: L Jayagopi
Date of birth: 17-09-1987
Marital status: married
Religion: Hindu
Nationality: Indian
Age: 38
Permanent address:
No. 6/3, Vengal Kuppam Village,
Vengal Post, Thiruvallur Dist
Tamil Nadu PIN-601103
Timeline
Manager - GRID WINGMAN
Royal Enfield
04.2025 - Current
Manager- Knowledge Desk
Royal Enfield
04.2024 - 03.2025
Manager- Service Command Centre
Royal Enfield
05.2022 - 04.2024
Technical Support Manager
Royal Enfield
04.2016 - 04.2022
Territory Service Manager
Royal Enfield
10.2014 - 04.2016
Field Service Engineer
Ashok Leyland
10.2012 - 10.2014
Vehicle Specialist
Daimler India Commercial Vehicles
02.2011 - 09.2012
Field Service Engineer
Asia Motor Works
05.2010 - 01.2011
Field Service Engineer
Asia Motor Works
05.2006 - 04.2010
Diploma in Mechanical Engineering - Automobile
Vel Tech Polytechnic College
S.S.L.C -
Our Lady of Velankanni Matriculation School