Hardik Baldaniya
Automobile Engineer
Ahmedabad
Summary
- Service-driven professional with broad skills in customer service, complaint resolution, creating and executing plans and revising as appropriate to meet changing needs and requirements, including the identification of needed resources and assignment to appropriate personal
- Having 6+ Years of experience across service operation in commercial + two wheeler Segment Channel partner handling in terms of Service operation efficiency, Workshop profitability, product establishments, customer complaints management, Customer experience enhancement etc.
- Channel partner manpower availability vs Training as per category (Technician/ CCE/ Parts Manager/ Manager Customer care) Operational efficiency monitoring through PPV (Parts per vehicle) , LPV ( Labor per Vehicle ) , SDD (Same Day Delivery) Complaint Management and analysis through FTR (First Time Right ) and CPTV monitoring CAP DO, WHY WHY and Pareto Analysis of customer complaints to have ICA (Intermediate corrective action) and PCA (Permanent corrective Action)
- New Product Complaint Report and Collaboration with PMG team for field input to have PCA Service Revenue Growth Plan through increment in VAS (Value added services) penetration, Part Business Drive
- Customer experience monitoring at channel partner level through TAT Monitoring, Reduction in IPTV (Incident per thousand vehicle), Manpower skilling, operational efficiency etc.
- Vida Electric mobility & Premium Segment (Above 150 cc) Service Operation establishment process such as Infra Readiness, Manpower Training, Part Inventory Management, Diagnostic Support.
- Channel partner financial parameters as Age wise Paid Service Reporting , Part OFFTAKE and Consumption Drive ,Genuine oil penetration , Service Revenue Growth , FSC Redemption drive etc. Analysis and implementation of improvement action plan.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
9
9
Certifications
Work History
Deputy Manager (Customer Experience)
Hero MotoCorp
02.2022 - Current
- To ensure technical enhancement by adhering to standard operating procedure for first time fix and to give faster resolution to the customer (Demonstration, On job training, new updation , trouble shooting).
- Customer experience monitoring through TAT(Turnaround time )Analysis, Parts availability, Technical manpower availability, FTR (First time right) , PMP (Preventive maintenance parts) penetration etc
- Complaint Management through ACM (After counter measure) parts availability at channel partner, ACM case SOP technical training to Channel partner manpower and RCA (Root cause analysis) of customer complaint
- Regular Product feedback to PMG team through Technical report
- To drive channel partner balance score card to improve Business, financial, Technical parameters
- Channel partner warranty management through monitoring of Timely claim submission, warranty guidelines penetration at lower level to ensure to avoid ok part replacement and to ensure nil rejection
- Self-development plan of manpower through regular technical update, level wise KRA role and responsibilities training
- To drive and timely closure of counter measure activities
- VAS (Value added services ) penetration drive to improve customer experience.
Senior Manager (Customer Care)
TATA Motors Ltd.
04.2020 - 02.2022
- Customer experience monitoring through TAT( Turnaround time) Analysis, Parts availability, Technical manpower availability, faster customer complaints resolution etc
- Providing regular feedback to manufacturing teams of products
- Improving service quality, service delivery and profitability as per prescribed targets
- Operational efficiency monitoring through RPV, TAT, SD, CD analysis
- Vehicle inflow at the dealership/TASS by various service marketing activities like service campaigns, RECON campaign , customer engagement plan
- Technical support to channel partner in terms of training, complaint analysis
- Recall Activity Management.
Assistant Manager (Customer- Care)
Mahindra Truck and Bus division
10.2017 - 03.2020
- Responsible for Increase of after sales service and there by increased customer market share
- Review the status of pending customer complaints received at dealer/AO/HO and ensure closure
- Ensure that a high customer satisfaction index (CSI) rating is maintained in dealerships in the region
- Ensure smooth functioning of all service aspects of dealer management including handling of dealer issues, settlement of claims and expenses, recall activities and dealer capacity planning
- Drive implementation of service excellence initiatives across all dealers and periodically report progress
- To conduct Service Camps, Service meets, Existing customers Meet, door to door service camps, Activities related to parts promotion, training programs to dealership staff etc
- To improve the quality of Service, PDI (Pre Delivery Inspection)& Installation at dealership level
- Product feedback to be given regularly to HO to improve product quality.
Education
B.E. (Automobile Engineering) -
A.D Patel Institute of Technology
Anand 01.2013 - 04.2017
HSC -
Axay Highschool
Ahmedabad 01.2011 - 04.2013
SSC -
Axay Highschool
Ahmedabad 01.2010 - 04.2011
Skills
Service Operationsundefined
Certification
Service-Preneur (Service Marketing and Service analytics)
Personal Information
Date of Birth: 10/10/95
Awards
- Got Quarterly Award (Q4 ) -For reduction in IPTV (52% ), Highest Accidental Revenue and JC billing ,DEF Dispensing unit installation
- Spot Award- Window Regulator Modification- MTBD
- Spot Award- Battery Wiring Modification Against current leakage-MTBD
- Spot Award- SCR system Improvement- MTBD
- FY24 Awards on CPTV Reduction in complaints in Q3 Over Q2
Accomplishments
- 3 Days Service And Exchange Carnival planned in March'24 which Got huge customer inflow as 1000+ Paid Vehicle reporting which is ever highest paid no in WEST ZONE
- 2 Times GOOD LIFE Renewal Winner ( CRM program in Hero Motocorp )
- VAS ( Value Added Service) Scale up contest Winner in DEC'23 for Off Take and consumption drive
Timeline
Deputy Manager (Customer Experience)
Hero MotoCorp
02.2022 - Current
Senior Manager (Customer Care)
TATA Motors Ltd.
04.2020 - 02.2022
Assistant Manager (Customer- Care)
Mahindra Truck and Bus division
10.2017 - 03.2020
B.E. (Automobile Engineering) -
A.D Patel Institute of Technology
01.2013 - 04.2017
HSC -
Axay Highschool
01.2011 - 04.2013
SSC -
Axay Highschool
01.2010 - 04.2011
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