MURUGANANDAM. S
Tambaram, Chennai
Summary
With a proven track record at Daimler India Commercial Vehicle Pvt Ltd, I excel in operational excellence and cross-functional team leadership. Spearheaded warranty operations, integrating technology for efficiency, and led multinational projects to enhance service management. My expertise in business analysis and software implementation drives substantial operational improvements.
Overview
14
14
years of professional experience
Work History
Lead – CS CoE Warranty Operations and Governance
Daimler India Commercial Vehicle Pvt Ltd
Oragadam
05.2021 - Current
- Facilitated seamless warranty management process between India and Japan divisions
- Executed on-site and remote field audits for global markets
- Ensured seamless operation of the warranty system to facilitate smooth claim adjudication.
- Executed comprehensive review of FTE calculations for offshoring initiatives.
- Effectively managed and resolved incidents within designated SLA
- Analyzed business processes, identified areas of improvement and developed plans to implement changes.
- Provided regular updates on project progress to senior management team.
- Facilitated cross-functional collaboration between departments to ensure successful implementations.
- Trained staff on new operational procedures and processes.
- Established performance metrics for assessing effectiveness of operations initiatives.
- Collaborated with IT teams to ensure smooth transition from old systems to new ones.
- Implemented cost-saving measures across all operational functions.
- Assisted in developing standard operating procedures for various operational tasks.
- Managed the implementation of new systems, procedures and policies to ensure operational efficiency.
- End to end process document preparation & revision
- Key business team lead in Service Contract Module project for international market
- Integrated Falcon Database with Power BI tool for Automatic Report generation
- Implemented Help desk ticketing tool module for Warranty team with low-cost solution
Manager – Product Quality & Warranty
Yamaha Motor India Sales Pvt Ltd
Sriperumbudur
09.2015 - 04.2021
- Warranty support to field team, Claim Analysis & Establishment of Warranty Centre
- Warranty Claims processing as per the framed guidelines and warranty policy
- Warranty Parts Inspection and Analysis
- Monthly MIS preparation and circulation to concerned division
- Warranty Master Maintenance and periodic updation
- To resolve field queries regarding Normal, Goodwill & Special warranties
- To Conduct Positive service campaign and recall monitoring and follow up for closing
- To settle Overseas Market warranty claims on monthly basis
- To Prepare Warranty policy & SOP for warranty operations
- Chargeback of claims which doesn’t meet warranty policy during inspection
- Monthly meeting with Export distributors (Nepal/Srilanka/Columbia) to give feedback about claim accuracy for further improvements
- Established Centralized Warranty Centre for Handling Failed parts inspection and Supplier recovery for Vehicles produced in Chennai
Manager – Technical service, Warranty & GW
Daimler India Commercial Vehicle Pvt Ltd
Oragadam
09.2013 - 09.2015
- Establishing & Maintaining Systems & Processes:
- To prepare MIS on monthly basis & report to management
- Cost Analysis- Calculate Cost/Vehicle, Aggregate Failure frequency, Vehicle straight pass at different KM ranges reports of different models & variants
- Conducting Warranty training for field & dealership teams
- Training and giving guideline to Works manager and mechanics on warranty decisions, product problem & troubleshooting
- Monitoring warranty failed part receipt at DPAC for joint analysis with CFT team
- Proprietary manufacturer interaction to deal on Service support & warranty issues
- Post correction part failure monitoring to check countermeasure efficacy
Assistant Manager, After Sales (Service)
VE Commercial Vehicles Pvt Ltd
Indore
09.2010 - 09.2013
- Taking up the field issues of Transmission and electrical aggregates to the Quality and R&D team for issue resolution
- Monitoring and supporting for field trial with new product and getting feedback
- Member of QRMS (Quick Response Marketing System) for LD/MD related field issues
- Study of Pre Delivery Inspection defects conducted at Dealer End and prioritizing and analyzing of the same
- Warranty field failure analysis with QM for Dealer and supplier recovery
- Efficacy Monitoring for the Product Improvements
- Preparation of monthly warranty MIS (Management Information System) data
- Proprietary manufacturer interaction to deal on Service support & warranty issues
- Power user for SAP warranty module
- Responsible for incorporating changes and modifications in the system as per company policies
- Core Team member in DCS-Dealer collaboration system (Online warranty portal)
- Complete Warranty master maintenance in SAP
Education
B.E - Automobile
Thambu Higher Secondary School, Press Colony
04-2010
Diploma - Mechatronics
PSG Polytechnic College
Coimbatore04-2006
SSLC -
Thambu Higher Secondary School
Press Colony04-2003
Skills
- Multitasking Abilities
- Business Analysis
- Cross-functional coordination
- Operational Excellence
- Software Implementation
- Cross-functional team leadership
- Task Prioritization
- Service Management
Languages
Tamil
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Japanese
Beginner
A1
Hobbies
- Playing cricket
- Reading Non-Fiction books
- Video editing
- Exploring New places
Timeline
Lead – CS CoE Warranty Operations and Governance
Daimler India Commercial Vehicle Pvt Ltd
05.2021 - Current
Manager – Product Quality & Warranty
Yamaha Motor India Sales Pvt Ltd
09.2015 - 04.2021
Manager – Technical service, Warranty & GW
Daimler India Commercial Vehicle Pvt Ltd
09.2013 - 09.2015
Assistant Manager, After Sales (Service)
VE Commercial Vehicles Pvt Ltd
09.2010 - 09.2013
B.E - Automobile
Thambu Higher Secondary School, Press Colony
Diploma - Mechatronics
PSG Polytechnic College
SSLC -
Thambu Higher Secondary School
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