RAMKUMAR KALLA
Channel Service Manager
Bengaluru
Summary
Highly motivated and experienced After Sales Service with over 11 years of experience & a proven track record of success in the automotive industry. Currently serving as a Channel Service Manager in VE Commercial vehicles ltd in Bangalore and handling the ProX SCV segment in complete Karnataka state with 2 members of the team.
Overview
4
4
Languages
11
11
years of professional experience
Work History
Channel Service Manager
VE Commercials Vehicles Ltd
Bangalore
07.2024 - Current
- Managed escalations effectively on Newly launched Product of ProX EV & DSL 2.8T to 3.5T SCV vehicles, ensuring prompt resolution of issues, and maintaining customer confidence in Karnataka region it self consists of 45% of EV market share and 40% DSL market share of VECV SCV.
- Managing customer satisfaction and network development for service and sales parts.
- Customer retention by addressing the Customer issue proactively through CBOP.
- Identification of training needs in the channel's service manpower and their fulfillment.
- Periodical evaluation and gap analysis of service performance of dealerships and ASCs on policy measures and corrective actions.
- Infrastructure development of dealerships as per corporate identity standards, and monitoring that with the level of standards.
- Business promotions of business parameters such as AMC, EWP, and spare parts sales, etc.
- Carrying out an operational audit for the dealership and monitoring the plan.
- Achieving targets of operational parameters on a monthly basis.
- Dealer service profitability, by promoting service products, and exploring their reach through campaigns.
- Scheduling the campaigns, expo, and service products in the market.
- Provide high-level technical support to external customers, on-site training at their location, and optimum service support for customers through phone, personal visits, etc.
- Giving continuous feedback to management regarding customer satisfaction, product performance, and suggestions for product improvements.
- Conduct trials on new and improved products in customer vehicles, and provide periodic progress reports to management.
- Attend to major customer complaints, and recommend corrective actions.
- Train customers on the usage and service of OEM products.
- Performing the functions of troubleshooting, breakdown, preventive, corrective, and routine maintenance for vehicles to reduce downtime to a minimum.
- Led service team to enhance customer satisfaction through effective communication and timely issue resolution.
- Developed and implemented service strategies to streamline operations and improve efficiency across all departments.
- Oversaw maintenance schedules, ensuring adherence to quality standards and compliance with safety regulations.
- Trained and mentored staff on best practices in customer service and technical support for commercial vehicles.
- Analyzed service metrics to identify trends, driving continuous improvement initiatives within the service department.
- Coordinated cross-functional collaboration between sales, parts, and service teams to optimize client solutions.
- Managed inventory levels of parts and tools, ensuring availability for seamless service delivery to customers.
- Conducted regular performance evaluations of team members, fostering a culture of accountability and professional growth.
- Resolved customer complaints in professional and a timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Conducted comprehensive market analysis to identify emerging trends and adjust service offerings accordingly.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
Field Service Engineer – Senior (L3)
Tata Cummins Pvt. Ltd.
11.2018 - 07.2024
- Provide technical support to multiple OEM dealers and customers as a representative of Cummins field service engineer.
- Attending field failures (AIS) for BS VI and BS IV reported in the region and within minimum time resolve complaints.
- Troubleshooting of complaints being reported on vehicle/engine.
- Supporting Infant care & emerging issues being reported in field for CMI & Non CMI customer.
- Provide complete investigation details of critical complaint failures for plant team on corrective action drive.
- Conduct product impact training OEM/OEM dealers to ensure trouble free operation of Product in the region.
- Maintain and handle warranty and non-warranty cases, ensuring timely support parts from CCC to avoid 2x debits from OEM.
- Enhancing the capability of CTT ASC on customers support by Technical/Service support/parts availability.
- Implement service processes at channel partners, ensuring adherence to quality standards.
- Ensure execution of spare parts orders by all channel partners, maintaining sufficient inventory and meeting targets.
- Drive profitability of workshops at channel partners through effective management and optimization.
- Develop secondary channels and collect product feedback, as well as competitor information to understand aftermarket.
- Conduct regular visits to strategic/Key fleet customers to understand customer's expectations in order to product performance, service support, and sales.
- Supported product development team for vehicle performance monitoring, calibration changes & product modification in BMTC special project vehicles at depots.
- Plan and conduct monthly service camps on driver trainings (do's & don'ts) & Proactive fleet inspection to improve customer satisfaction and increase awareness of new technology implemented in vehicles.
- Monitor vehicle performance (FE/pickup/Maintenance) and provide necessary information with product development team.
- Exceptional Critical Complaint Resolution: Consistently achieved success rate in resolving highly intricate technical challenges, including Engine, fuel system ATS & SCR malfunctions and fuel system issues, resulting in a reduction in customer's vehicle downtime and an increase in customer satisfaction by 100%.
- Proactive Inspection Analysis: Proactive inspection in vehicle leads to identify upcoming failures, underlying complaints and complaints in early stage thereby reducing vehicle break downs by and optimizing cost.
- Fleet/Key Customer Relationship Management: Cultivated and maintained key customer relationships, resulting in a growth in annual service contract renewals, solidifying the organization's position as the preferred service provider.
- Cross-Functional Collaboration and Training: Collaborated with R&D teams to provide feedback from the field, leading to the development of special tools to streamline troubleshooting processes. Additionally, designed & delivered advanced technical training modules for junior engineers, improving team efficiency.
Service Trainee (HLF) → Field Service Engineer (ALSE)
Ashok Leyland
05.2015 - 11.2018
- Managing Customer Satisfaction and Network Development for Service and Sales Parts.
- Assessed training needs for channel service personnel and delivered necessary training.
- Periodical evaluation & Gap analysis of Service performance of Dealership and ASC's on policy measures and corrective actions.
- Infrastructure development of Dealerships and ASC's as per corporate identity standards and monitoring that with the Level of Standards.
- Sending Technical Feedback report on product performance to Service Headquarters.
- To ensure availability and upkeep of listed float units.
- Carrying out operational Audit for dealership & monitoring the plan.
- Business promotions of business parameters such as AMC, EWP and spare parts sales etc.
- Customer retention & SSI monitoring on a weekly basis.
- Planning and achieving monthly target revenue at AO Level, planning the same with workshops individual targets.
- Dealer service profitability, by promoting service products and exploring his reach by campaigns.
- Scheduling the Campaigns / Expo for the Service products in the market.
- Extended Support provided to Key customer of Ashok Leyland (VRL) for BSIV product.
- Support newly introduced product like- Automated manual transmission (AMT) for West Karnataka Region and achieved zero brake-downs target.
- Worked in Ashok Leyland corporate Office Chennai in Product Support team for Failure Mode Analysis and Conducting the Field trails for Newly introduced products and Products modifications.
- Conducted dealer technicians' training to improve their skill levels in each workshop and enhance the TAT.
- Improve customer retention and service satisfaction index in my territory.
- Improve the dealer business by conduction various promotional activities.
Education
B.Tech. - Engineering Technology
BITS Pilani
Bengaluru, IndiaDiploma in Automobile Engineering -
Govt Polytechnic, Vijayawada
01-2015
SSC -
Prathibha High School, Narsipatnam
01-2012
Skills
Customer Handling
Dealer Management
Team Management
Warranty Management
Service Operations
Decision Making
Root Cause Analysis
Service Training
Workshop management software
CORE COMPETENCIES
- After Sales Service Support
- Team Management
- Multi – Tasking
- Vehicle Performance Optimization
- Customer Relationship Management
- Root Cause Analysis
- Warranty Management
- Training and Development
- Market Analysis and Research
- Product Failure Analysis
- Service Process Implementation
- Workshop Management
- Compliant Management
- Feedback Assessment
- Customer Satisfaction Enhancement
- Automobile Components
- Dealer Management
- Service operations
- Network Development
- Workshop Operations
- Business Promotions
- Customer Service Administration
Timeline
Channel Service Manager
VE Commercials Vehicles Ltd
07.2024 - Current
Field Service Engineer – Senior (L3)
Tata Cummins Pvt. Ltd.
11.2018 - 07.2024
Service Trainee (HLF) → Field Service Engineer (ALSE)
Ashok Leyland
05.2015 - 11.2018
B.Tech. - Engineering Technology
BITS Pilani
Diploma in Automobile Engineering -
Govt Polytechnic, Vijayawada
SSC -
Prathibha High School, Narsipatnam