Jagannathan Srinivasan
Head Of Nissan Academy, Nissan India
Chennai
Summary
Aspiring to become part of a global team with a high reputed establishment - that would provide challenging work environment and enabling to achieve professional growth and development.
Overall 27 years of experience in Sales, After Sales, Service function from Leading Automotive Industries.
Overview
28
28
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Sr. Manager – Nissan Academy (Sales & After Salesining)
NISSAN GROUP OF INDIA
01.2015 - Current
- Presently reporting to the Head – Customer Quality & Training Division – Primarily responsible for the end-to-end Training/Academy activities of Sales & After Sales/Service function on a pan India basis (AMIEO region market NSC), Part of Nissan Academy India, Key activities include:
- Brand promotion - Nissan amidst Dealer Sales & After Sales team
- Establishment of Nissan Academy functions and definition of Sales & After-sales training curriculum, Training Strategy formulation
- Handling a set of dedicated and certified trainers for training planning and execution; Roll out of Academy calendar
- Management of end-to-end departmental activities related to Sales & After Sales training including recruitment process, training centre resource management, handling a team of Technical trainers
- Budget planning and execution, handling the training deliveries of Product, Sales process, Technical, Non-technical & Body – Paint Repair trainings through vendor agencies and own instructor; Conducting periodic TNA and training planning exercise, Annual training demand, Training calendar, Costing and capacity utilization
- Implementation of LMS (Learning Management System) across Dealerships and Field Sales & Service team (pan India basis) – a web-based tool for both manpower registration and activities related to training/development
- Coordination with NML GDT Japan and AMIO Academy for new curriculum and training activities, TTT programs, new model trainings and global benchmark exercise for training process improvement;
- Training activities related to products and service training at RTC (at RNAIPL Plant, Chennai)
- Management of New Dealer start-up (PRE SOS) sales & technical trainings, Diagnostic trainings for Dealer personnel
- Major KPIs include – Training coverage level definition for Sales, Technical, Non-Technical & BP Trainings, TTT Certification of Trainers, New product trainings, New Dealer trainings, Commencement of customized trainings for Dealer staff, Retention, Dealer Staff motivational activities etc
- Training centre assets management inclusive of training vehicles and aggregates
- Sourcing of tools and equipment for high end trainings
- Cross functional actions with NMIPL Sales, CQ, After Sales Divn & TCS Division towards Academy activities
- Implementation of Sales & After Sales Dealer Business processes – towards CS & Business improvement
- Ensuring Technical training to Dealer staff for productivity enhancement, NES Tools, SOP & Kaizen actions
- Ensuring Technical training specific to Final Inspector staff – F1 Enhancement, CS improvement actions
- Training actions and support to Export NSC Markets – Nepal, Bhutan, Bangladesh, South Africa & Sri-Lanka [overseas]
- Execution of Process, Non-Technical & Body-Paint trainings to Dealer staff thro dedicated trainers
- Undertaking various CFT actions towards F1 support and service quality enhancement
- Content development for New Model trainings, translation of documents, e-learning creation
- Organizing and execution of NISTEC/NISAC Skill contests
- Representing IND Nissan Academy KPIs at both Global & Regional offices level
- Core Skills: Coaching/Mentoring, Team Building, Online Training & Certification, Virtual Training, L&D functions, Planning, Skill enhancement, Customer Quality, Technical Trainings, Project Management, Presentation, Communication etc
- Achievements: Successful roll out of Training procedure and policy manual; Definition of Service training KPIs & achievement of Annual KPIs, Establishment of Nissan Academy Training Centre Facility, Ind, Successful completion of TTT course upon Advanced Technical course on NSTEP-3 Engine & Chassis, Certified Master Instructor from Nissan Motor Co
- Japan (Sept 2015); Certified Instructor on renowned - GTR super car (May 2016); Certified “Coach & Mentor” by NML Japan (Nov 2018), Commencement of Pilot trainings for Dealer Customer Relations & Workshop team (Express Service), Commencement of training Charge-back activities at Dealerships, Achievement of Dealer service training coverage - NSTEP 2 level (80%) & SA, SM, CRE/CRM at 90% respectively (122 Dealers) and improvement of service quality index score (OS NPS - CSI Survey), Successful roll out of high level NSTEP 3/ Master technician level of trainings and Body/Paint trainings at Nissan Academy, India, Execution of IND Skill contests – FY18, FY19, Successful in recruitment of trainers of suitable skills, development and their certification/TTT, Successful launch of New Models such as Magnite, Kicks, Datsun RediGo, Nissan Terrano AMT and ensured 100% Dealer staff technical trainings (SM, SA & Tech), Certified PI Analyst, organized by Predictive Group (2017), Commencement of TTT with NML thro VCT Method (GLMS/SABA Cloud), Introduction of Online certification courses – Web based trainings for Dealer Staff, Translation of contents, e-learning and short video creation
After Sales – Field Service Division
HONDA CARS INDIA LTD
08.2007 - 01.2015
- Handling Dealer operations – After Sales/Service Business at Tamil Nadu & Andhra Pradesh inclusive of Dealer Business promotion, Annual Dealer performance assessments & up gradation, Manpower Availability & Development, Service process Business flow establishment, Customer Satisfaction (CS) & Revenue Management – Detailed as under:
- Existing Dealership: The Major KPIs include CSI, Service Vehicle Inflow & revenue management, Warranty Management, Spares management, Service Workshop productivity, capacity planning, Body Shop operations & Customer retention activities etc
- New Dealership: Facility inspection & beginning of operations (as per CI Norms) & Business process trainings, Service Enabler reviews & implementation of CS & Service Business flow concepts & KPI Sharing activities
- Service marketing management – Planning & implementation of various promotional activities inclusive of Service camps
- Management of Service Dealer Business Health Index, Process implementation – Quick Service (Periodic Maintenance), General Repair & BP Repairs
- Management of CR Activities at Dealerships inclusive of Appointment Tele Calling, PSF (Post Service Follow up) calling, Customer Delight activities, Scramble team management, Service coverage & Customer concern escalation and resolution process
- Revenue enhancement activities – Upcountry camps, Concepts like Quick BP, Promotion of Roadside assistance
- Warranty & Extended Warranty management; Service Quality – technical reporting, Product update activities etc
- Ensuring the Dealership manpower training coverage as per norms, Skill evaluations, On site trainings & Preparation for Skill contests
- Dealership Spares Management – Inventory control, Ordering & Issuance, Analysis of Stock consumption, Management of Vendor supplies inclusive of consumables, Promotion of accessories & Analysis of Inventory funding process
- Service quality improvement processes, new concepts like E Manuals & Advanced Dealer service performance MIS, CS & KPI Reviews, New Model Trainings, Certifications
- Achievements: High CS Ranking & Business flow indices at the regions handled (above 950 points), Ensuring minimum closure days of Customer concerns reported at Dealerships, Nil VOR/PNA concerns at major outlets, Increased vehicle inflow at New Dealerships due to regular Service Mktg activities, Ensured highest training coverage at the Dealerships (above 90%), High performance achievement on additional Revenue – Extended warranty, Road Side assistance (more than 60% penetration on new vehicle sales); Good achievement of retail business volumes – CRS, Tyre & Battery, Ensuring most modern Service infrastructure with all updated Equipment & Machines at new Dealerships, Conducting regular CS Reviews & meetings; Implementation of PDCA method of gap analysis & its countermeasures, On Job & Vendor trainings for Dealer manpower; Ensured the sourcing of tools & equipment from approved vendors
Territory Service Manager (Field Service Management & Training Division)
MARUTI UDYOG LTD
11.2006 - 08.2007
- Field Service – OE Dealership Management of Maruti Authorized Dealerships (3S, 2S Facilities) & MASS Workshops – TN/South 1
- Responsible for Ensuring High Customer Satisfaction Index (CSI) through continuous management and ensuring improvements at Dealer Workshops
- Dealer Management for achievement of Service Growth & evaluation of their annual performance, BSC Annual Audits etc
- JDP customer CSI activities including identification of weak area & countermeasure implementation at Dealerships
- Implementation of Service Quality Standards (SQS) at all Dealer Workshops for achievement of HIGH CSI as per norms
- Upgradation of Service Quality at Body Shop & promotion of specialized tools/equipment in repair activities
- Training and identifying training needs of Workshop Manpower status
- New Model Product performance monitoring at the Assigned areas & Compilation of Competitors data, recall activities, express service concepts etc
- Warranty management at Dealerships, including Extended Warranty
- Ensuring Vendor involvement as applicable
- Ensuring High workshop productivity with aid of Proper layout management, Implementation of “2 Tech Bays & Express Service Concept, ensuring Special Tools availability & “Tech 2”
- Customer Interaction and Post Service follow up activities, with an eye for detail and ensuring low repeat jobs/revisits at Dealership
- Implementation of strategic approach and Sound analysis of Customer Complaints for successful resolution of the same, target resolution time being less than 48 hrs
- Ensuring High standards of “Service Marketing policies” as formulated by MUL
- Organizing Service Promotional Events Like focused JDP customer meet, Mega Checkup camps, Pollution checkup camp, One-to-one CSI surveys etc
- And meeting the customers, to ensure the satisfaction both by the product & its services being offered
- Achievements: CSI Scores at assigned Dealerships were maintained around 800 (JDP - 2006), Effective Service Coverage (above 80%) at Tamil Nadu, India, Met the target of achieving 2 Bronze master personnel per month by conducting exhaustive training, Met the Quarterly training schedules & ensured proper training coverage at dealerships, New Model Training introduced through “Video Conferencing” to various Dealerships in Tamil Nadu
Senior Service Engineer (OEM & Technical Services Function)
SHRIRAM PISTONS & RINGS LTD
12.1996 - 11.2006
- Technical services to the customers such as OEMs (Original Equipment Manufacturers), Replacement Market as well as State (Govt.) Transport Undertakings (STU’s) for complete South India
- Providing solutions to customer complaints/feedback on products such as Pistons, Pins, Rings Engines Valves by way of “On Site Analysis” with the customers; Preparation & circulation of Technical Product Newsletters / Bulletins to various customers
- Training the field sales staff, distributors & dealers at regular intervals & updating their knowledge
- Conducting Technical Seminars/Special Customer meet & Get-Togethers with respect to product modifications & new Product Developments/launches, evaluation of field sample trials prior to the product launch in the aftermarket / STU’s – South India; Coverage of the Major markets for Replacement Trade for conducting Service Promotional Activities
- Settlement of Replacement Claims/warranty analysis of products such as & Pistons, Pins, Rings Engine Valves raised from various customers (Both for Pre-fitment & Post Fitment)
- Achievements: Control of Replacement Ratio – South Zone from 0.9% to 0.3% of total retail sales (from year 2002-2005), Field (Own & Dealer Network) Manpower Training status – 80% in south zone (as on year 2005) in Basic & Advance modules, Attending & Resolving product related observations & resolving them by 48 hrs time – South (PRP/EV) on the site (OTS) approach
Education
MBA - Customer Relations Management
National Institute of Management
MumbaiDiploma in Mechanical Engineering - undefined
Central Polytechnic
ChennaiSkills
Coaching/Mentoring
Overallyearsofexperience
27 Years
Additionallanguages
- Telugu
- Kannada
- Malayalam
Passportstatus
Available, Status – Currently renewed
Personal Information
- Date of Birth: 04/21/78
- Gender: Male
- Marital Status: Married
Summaryofprofessionalcareer
Overall 27 years of experience in AFTER SALES / SERVICE function from Leading Automotive Industries.
Accomplishments
Establiahment of Regional training centre at Chennai - external location (2017)
Establishment of New Training Academy facility at Chennai, RNAIPL Campus (2024)
Certification
Certified Chief Instructor, Nml Japan
Timeline
Certified Coach & Mentor, NML Japan
11-2018
Certified GTR Instructor, NML Japan
07-2017
Certified Chief Instructor, Nml Japan
07-2015
Sr. Manager – Nissan Academy (Sales & After Salesining)
NISSAN GROUP OF INDIA
01.2015 - Current
After Sales – Field Service Division
HONDA CARS INDIA LTD
08.2007 - 01.2015
Territory Service Manager (Field Service Management & Training Division)
MARUTI UDYOG LTD
11.2006 - 08.2007
Senior Service Engineer (OEM & Technical Services Function)
SHRIRAM PISTONS & RINGS LTD
12.1996 - 11.2006
MBA - Customer Relations Management
National Institute of Management
Diploma in Mechanical Engineering - undefined
Central Polytechnic
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