MS Office
Roshan K Punnackal
SERVICE MANAGER
ALAPPUZHA
Summary
Dynamic Branch and Workshop Manager at Popular Motor Corporation with a proven track record in enhancing customer satisfaction and optimizing service quality. Skilled in equipment troubleshooting and relationship building, I consistently exceeded performance targets while fostering team collaboration and professional development. Achieved significant improvements in service efficiency and client resolution times.
Overview
17
17
years of professional experience
2
2
Languages
Work History
BRANCH AND WORKSHOP MANAGER
POPULAR MOTOR CORPORATION, JCB DIVISION
05.2024 - Current
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Maintained friendly and professional customer interactions.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Prepared cost analysis and monthly, quarterly and annual reports.
- Maintained workshop activities in line with budget requirements.
JOB CONTROLLER
POPULAR MOTOR CORPORATION, JCB DIVISON
07.2018 - 04.2024
- Execute customer complaints registered by CRE's via Desktop and Mobile application.
- Allocate Service Engineers to sites based on their capabilities to ensure faster resolution of customer issues.
- Plan and execute visits of Service Engineers for Warranty,Extended Warranty and AMC machines.
- Monitor the working progress and productivity of Engineers through Desktop and Mobile applications.
- Prepare daily reports covering parts, warranty and service charge.
- Identify training needs of service personnel and nominate them for relevant courses.
BRANCH MANAGER
POPULAR MOTOR CORPORATION, JCB DIVISION
08.2014 - 06.2018
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Maintained friendly and professional customer interactions.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
SERVICE ENGINEER
INDIA-TECHS LTD.
01.2008 - 07.2014
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Provided comprehensive training to junior engineers, fostering professional development within the team.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Visually inspected and tested machinery and equipment, performing routine preventive maintenance.
Education
Diploma - AUTOMOBILE ENGINEERING
CARMEL POLYTECHNIC COLLEGE
Alappuzha, India 04.2001 -
Skills
Scheduling and planning
Equipment troubleshooting
Relationship building
Teamwork and collaboration
Problem-solving abilities
Software
SAP
Timeline
BRANCH AND WORKSHOP MANAGER
POPULAR MOTOR CORPORATION, JCB DIVISION
05.2024 - Current
JOB CONTROLLER
POPULAR MOTOR CORPORATION, JCB DIVISON
07.2018 - 04.2024
BRANCH MANAGER
POPULAR MOTOR CORPORATION, JCB DIVISION
08.2014 - 06.2018
SERVICE ENGINEER
INDIA-TECHS LTD.
01.2008 - 07.2014
Diploma - AUTOMOBILE ENGINEERING
CARMEL POLYTECHNIC COLLEGE
04.2001 -