Preetham M
Zonal Service Manager
Chennai,TN
Summary
Dynamic Zonal Service Manager at YAMAHA MOTOR INDIA SALES PVT LTD with a proven track record in operational service management and team leadership.Seasoned After Sales Professional bringing 19 years of experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
20
20
years of professional experience
Work History
Zonal Service Manager
YAMAHA MOTOR INDIA SALES PVT LTD
01.2013 - Current
- Take actions at the zonal level with a customer-first mindset.
- Monitor a network of over 450 Nos for better CSI, NPS score, new dealer break-even and profitability.
- Ensure OEM targets on Service volume, value-added services, parts sales, and labor are met.
- Monitor customer retention activities.
- Dealer network appointment and development as per OEM standard.
- Analyze service KPI metrics to identify trends, and motivate the team to take corrective steps to align with company goals.
- Monitor dealer process quality for the best service in town.
- Cultivated strong relationships with dealerships, fostering collaboration that improved service offerings and customer , enhancing their skills and fostering a culture of continuous improvement within the team.
- Mentor team to enhancing their skills and fostering a culture of continuous improvement within the team.
Service Engineer
Royal Enfield
06.2011 - 12.2012
- Collaborated with cross-functional teams to streamline service processes, resulting in improved workflow efficiency and quicker turnaround times.
- Trained junior technicians on best practices and troubleshooting techniques, fostering skill development and enhancing team performance.
- Conducted thorough inspections and repairs on a variety of motorcycle models, consistently meeting quality assurance benchmarks.
- Work along with CS Team to enhance Customer satisfaction
- Managed inventory and procurement of spare parts, optimizing stock levels and reducing lead times for service operations.
Service Manager
Ravindu Toyota
09.2009 - 05.2011
- Streamlined service operations by implementing process improvements, resulting in enhanced customer satisfaction and efficiency.
- Led a team of service advisors, fostering collaboration and accountability to exceed service performance targets.
- Developed training programs for new staff, increasing team productivity and enhancing service quality standards.
- Analyzed service metrics to identify trends, driving data-informed decisions that improved service delivery and client retention.
- Monitored service department compliance with industry regulations, ensuring adherence and minimizing risk exposure.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Monitored service staff performance and provided feedback for improvement.
Front Office Manager
Ravindu Toyota
09.2005 - 09.2009
- Oversaw daily front office operations, ensuring seamless coordination and exceptional customer service across departments.
- Implemented efficient scheduling systems that improved appointment management and reduced wait times for clients.
- Trained and mentored front office staff, enhancing team performance and fostering a collaborative work environment.
- Developed and maintained standard operating procedures that streamlined office processes and increased overall efficiency.
- Collaborated with management to identify areas for operational improvement, leading to enhanced service delivery standards.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Education
Bachelor of Engineering - Automobile Engineering
P E S College of Engineering
Mandya, India 04.2001 -
Skills
Strong customer service skills
Operational service management
Skilled in team management
Performance assessment
Team leadership
Timeline
Zonal Service Manager
YAMAHA MOTOR INDIA SALES PVT LTD
01.2013 - Current
Service Engineer
Royal Enfield
06.2011 - 12.2012
Service Manager
Ravindu Toyota
09.2009 - 05.2011
Front Office Manager
Ravindu Toyota
09.2005 - 09.2009
Bachelor of Engineering - Automobile Engineering
P E S College of Engineering
04.2001 -