Desired Job Title
Manager Technical Support – After ServiceField ExecutiveField Service ExecutiveWork Type
Full TimeLocation Preference
On-SiteLocation: Kolkata, WB
Open to relocation: Yes
P MADESH KUMAR
Senior Management –Technical Manager (After Sales)
Bengaluru,KA
Work Preference
Summary
Professional Driving business growth as a professional offering more than 20 years of experience results in efficiency improvement to support organization goals. Possessing expertise in refining contract, proposal & service level management abilities.
Overview
5
5
Languages
20
20
years of professional experience
Work History
Manager Technical Support – After Service
Hero MotoCorp Ltd
11.2012 - Current
- Managed customer complaint redressal within stipulated timelines, significantly improving the Customer Happiness Index.
- Resolved dealer complaints regarding products and spares to maintain high standards of product quality.
- Organized Premium Customer Meetings and DIY activities to gather actionable user feedback.
- Escalated field defects to PMG and the Plant through technical reports, accelerating engineering rectifications.
- Eliminated network service gaps to consistently achieve targeted customer satisfaction levels.
- Partnered with parts distributors to streamline logistics and improve network parts availability.
- Controlled dealer, ASC, and ARD inventory levels based on part movement codes to optimize stock.
- Motivated network teams to hit AMC procurement targets, boosting service and parts revenue.
- Spearheaded monthly and yearly service reporting targets, alongside localized promotional campaigns.
- Monitored workshop profitability, and ensured financial target adherence across all network touchpoints.
- Expanded the network into rural markets to increase brand penetration and service accessibility.
- Overseat warranty training, free service claim settlements, and technical workshop education.
Field Executive
Maruti Suzuki India Ltd
01.2012 - 10.2012
- Evaluated pre-owned vehicles and provided accurate market-linked price quotations.
- Tracked competitor field movements and reported insights directly to headquarters.
- Deployed and monitored monthly, localized operational strategies at the dealer level.
- Motivated and coached dealer sales teams to maximize daily productivity.
- Achieved monthly targets aligned with the corporate Annual Business Plan (ABP).
- Planned and executed targeted sales promotion activities to stimulate retail growth.
- Managed monthly dealer-level events and experiential marketing campaigns.
- Maintained high standards for vehicle delivery, and proactive customer support.
- Resolved customer complaints swiftly, and established long-term countermeasures.
- Provided continuous product and process training to dealership staff.
- Focused on strategic network expansion to boost regional market penetration.
- Conducted process and documentation audits to ensure dealer compliance.
- Ensured accurate and timely processing and settlement of dealer financial claims.
Field Service Executive
ASIA MOTOR WORKS LTD
05.2006 - 12.2010
- Diagnosed technical issues and implemented immediate corrective actions to reduce downtime.
- Benchmarked new model performance against competitor offerings under field conditions.
- Provided high-quality product support to customers via dealer and field service networks.
- Handled daily customer service interactions to maintain high satisfaction and strong relations.
- Analyzed field product failures and reported findings to corporate for engineering updates.
- Developed dealer capabilities, and trained service technicians and customer operators.
- Established authorized dealer service centers and garages to expand service footprints.
- Ensured dealers provided rapid, on-site spare parts, and breakdown service support.
- Deployed targeted service initiatives to improve network operational efficiency.
- Maintained optimal spare parts inventory control at the dealership level.
- Managed the validation and timely settlement of dealer warranty claims.
- Conducted on-site and highway demonstrations for fuel efficiency and performance analysis.
Education
DME - Engineering
Sakthi Polytechnic College
Erode01-2006
X -
Sengunthar Higher Secondary School
Erode01-2001
Skills
Customer Satisfaction
Dealership Management
Technical Troubleshooting
New Model Market Survey
After sales support
Service operation
Technical Training
Power BI
MS Office
Accomplishments
- Made JP Power Mysore Town 2nd position in customer Happiness Index in the year 2019 -2020.
- Shining star award won for south zone No 1 TM in customer Experience in the year 2021 -2022.
- TMCE Nakshatra - Silver category winner in 2021-2022.
- Good life Customer relationship program winner for the year 19-20.
Software Skill
- Working knowledge in SAP and DMS (Oracle- Siebel Automotive)
- Operating System: Working knowledge in MS Office.
Personal Profile
- Father’s name: P. Pachiyannan
- Date of birth: 1985-11-23
- Languages known: English, Tamil, Hindi, Telugu & Kannada
- Nationality & Religion: Indian & Hindu
- Marital status: Married
Timeline
Manager Technical Support – After Service
Hero MotoCorp Ltd
11.2012 - Current
Field Executive
Maruti Suzuki India Ltd
01.2012 - 10.2012
Field Service Executive
ASIA MOTOR WORKS LTD
05.2006 - 12.2010
DME - Engineering
Sakthi Polytechnic College
X -
Sengunthar Higher Secondary School