M. NANDHA GOPAL
Chennai
Summary
To seek a challenging position in an organization that provides me an opportunity for career, continuous learning, and professional growth and would capitalize on my abilities and skills.
Organized and highly motivated professional with 15 years of experience in Customer Service Support, Troubleshooting of Diesel engines powered in Diesel Generators, Construction equipment & Earth Moving equipments, Testing & Validation, and Marine Applications. Having experience in Dealer handling/OEM handling, Project handling, implementing programs and procedures that reduce error rates, improve service offerings, remote monitoring analyses etc.
Overview
15
15
years of professional experience
Work History
Area Service Manager
Kirloskar Oil Engines Limited
Chennai
10.2023 - Current
- Responsible for service operations in Tamilnadu and Andaman
- Handling and delegating the service tasks to the team members, and ensuring the service KPIs targets are met.
- Dealer handling and ensuring channel readiness as per company norms
- Handling critical customer complaints and resolving the concerns quickly and maintaining professional relationship with the customers which will enable to go for repeat buy in
- Construction equipment and Power gen segment
- Interacting and maintaining healthy relationships with Industrial OEMs (Ajax, Schwing Stetter, Hyundai construction equipments, Komatsu, Bull equipments, ACE, Manitou etc.)
- Monitoring Kirloskar Remote Monitoring systems to avoid critical breakdowns
- Technical support to the dealer field team on the critical complaints resolution
- Coordinating between field team and HO/Quality to take up quality related/product related issues for improvements
- Analyzed data from customer surveys to identify areas for improvement in service delivery.
Assistant Manager
Royal Enfield-Unit of Eicher Motors Limited
07.2022 - 10.2023
- Responsible for complete service operations in the regions and handled 7 dealerships
- Responsible for free service executions and resolving the breakdown issues in vehicle as per SLA
- Responsible Extended Warranty and Road Side Assistance penetration from service
- Resolving the customer complaints with in stipulated timeline and ensuring the customer satisfaction
- Improving the Cx (Customer satisfaction) by providing the technical/soft skills training to the dealer team
- Monitoring the new vehicle performance through the remote monitoring systems and provide feedback to the product team
- Responsible for parts & Oil business and achieving the target by conducting special campaign if required
Assistant Manager
Mahindra and Mahindra Limited
07.2022 - 10.2023
- Service Manager for Industrial engines for TN & KL regions for Industrial applications powered with Mahindra engines (like Transit’s mixers, Compactors, SLTM, harvester etc.)
- Taking care of All India Marine engine product support/service support from 25 hp to 300 hp Diesel engines
- Increasing Dealer profitability through spares sale and service load generation
- Conducting various campaign for service/spares revenue generation through special discount
- Monitoring dealer spares sale and increasing the secondary sale and back-to-back order creation
- Ensuring 95% execution of free Service coupons for newly commissioned engines
- Complaints monitoring and follow up for closure within the SLA <48 hours
- BSIV Engine Training to Dealers and OEM Engineers in the region
- BSIV Engine feedback and improvements to HO to improve the product
- Benchmarking of competitor products in each market towards performance feedback/forecasting/fuel consumption/operation cycle/ business analysis
- New product performance monitoring and feedback report for improvements
- Ensuring critical spares availability with all the dealers and order replenishment based on the consumption
- Distributor/Stockiest channel partner management & Dealership Management
- Training the dealer manpower and special tools availability as per standard norms
- Conducting customer meets, mechanic meet and On Job Training as per AOP
Junior Manager- Customer Support
TAFE MOTORS AND TRACTORS LIMITED
04.2016 - 02.2018
- Area Service In charge for Tamilnadu and handling four service dealerships operations
- Providing technical assistance/guidance to service technicians on the repeated and major complaints and to do root cause analysis
- Attending and troubleshooting critical service-related issues on Diesel engines and Alternators and AMF Panel complaints for permanent resolution
- Taking up the quality related issues with HQ to improve the product/Product feedback
- Spares parts operation and business improvement through dealership performance and achieving the spares target
- Conducting service promotional activities like service campaign, customer meets etc
- Planning critical spares parts availability with service dealer as float to meet customer urgency
- Conducting periodical review with OEA’s with project team for improvements and zero hours failures
- Customer satisfaction/ Improve customer satisfaction level thorough post service feedback
- Conducting dealer score card audit with HO team to evaluate dealer performance/improvements
Engineer Customer Support
Kirloskar Oil Engines Ltd Pune
05.2011 - 04.2016
- Attending and troubleshooting critical service issues on Diesel engines and Alternators and AMF Panel complaints for permanent resolution
- Co coordinating and handling CAMC/AMC Contracts for Corporate customers and Telecom segment in Tamilnadu
- Monitoring MTTR above 90% for warranty & post warranty through DMS system
- Attending joint commissioning along with Service dealer and GOEM to resolve installation related issues in HHP segment
- HHP segment focusing to retention the customer and monitoring the performance through the Kirloskar Remote Monitoring
- Spares parts operation and business improvement through dealership performance
- Providing technical assistance/guidance to service technicians on the repeated and major complaints and to do root cause analysis
- Taking up the Quality related issues to HO to improve the product
- Organizing and Conducting Training program for customer technicians and service dealer technicians
- Planning Critical spares parts availability with service dealer as float to meet customer urgency
- Conducting periodical review with OEM’s and GOEM with project team for improvements and zero hours failures
Technical Trainee-Service
Cummins India Limited
09.2009 - 04.2011
- Project in charge for all equipment including warranty and post warranty
- Trouble shooting the diesel engine which is powered with Industrial equipment such as Dumpers, Dozers & Excavators etc
- Specialized in Quantum series engines in Cummins powered with BEML-BH 100 Ton Dumpers, BEML EX1200 Excavators
- Providing immediate service support 24
- 7 and ensuring above 95% engine availability to OEM/Customers
- Spare parts planning & projections by monthly basic and achieving the target
- Critical and repeated complaint analysis and feed back to HQ for improvements
- Planning and execution of campaign activity on field as per HO guidelines
Education
B. E (Mechanical Engineering) -
Sathyabama Institute of Science & Tech
Chennai04.2018
D.M. E -
Raja Gopal Polytechnic College
04.2009
HSC -
Hindu Hr. Secondary School
Ambur03.2007
SSLC -
Hindu Hr. Secondary School
Ambur04.2005
Skills
- Customer relationship management
- Strategic planning
- Business analysis and reporting
- Problem-solving aptitude
- Analytical skills
- Team development
- Service delivery
Accomplishments
- Extra Mile Sprinter Award in 2015 for getting breakthrough AMC with KVB Limited.
- Extra Mile Sprinter Award in 2016 for Chennai flood emergency service support.
- Awarded in 2020 for resolving critical Marine engine failure with CSL boats and resolution.
- Awarded in 2020 for first breakthrough in Re-powering initiative.
- Excellence Award 2021 for Proto Product trial and validation support.
- Best Performance award in 2022 for Extended Warranty and Road Side Assistance penetration.
Languages
- English
- Tamil
- Hindi
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Totalprofessionalexperience
15 Years
Personal Information
- Father's Name: K.Murugesan
- Date of Birth: 05/09/90
- Nationality: Indian
- Marital Status: Married
Timeline
Area Service Manager
Kirloskar Oil Engines Limited
10.2023 - Current
Assistant Manager
Royal Enfield-Unit of Eicher Motors Limited
07.2022 - 10.2023
Assistant Manager
Mahindra and Mahindra Limited
07.2022 - 10.2023
Junior Manager- Customer Support
TAFE MOTORS AND TRACTORS LIMITED
04.2016 - 02.2018
Engineer Customer Support
Kirloskar Oil Engines Ltd Pune
05.2011 - 04.2016
Technical Trainee-Service
Cummins India Limited
09.2009 - 04.2011
B. E (Mechanical Engineering) -
Sathyabama Institute of Science & Tech
D.M. E -
Raja Gopal Polytechnic College
HSC -
Hindu Hr. Secondary School
SSLC -
Hindu Hr. Secondary School
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