SARATH CHANDRAN
Cochin
Summary
Senior aftersales leader with over 14+ years of experience in premium and electric vehicle automotive operations. Currently leading service functions at MG Select, overseeing service parts, warranty, and customer support with full P&L accountability. Expertise in EV workshop governance, revenue optimization, and operational strategy, driving customer retention and profitability. Strong background in team development and performance management, providing executive-level decision support.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Head
MG Select
Cochin, India
10.2025 - Current
- Managing service operations for MG Select EV division in Kerala.
- Supported revenue generation through labour optimisation and accessory sales.
- Contributed to establishing SOP-driven workflows to enhance turnaround times and reduce repeat repairs.
- Facilitated clear communication with customers regarding outsourced repairs and repair locations.
- Helped control parts inventory stock reconciliation and movement between workshops.
- Aided in strengthening insurance claim processing to improve cash flow and minimise approval delays.
- Participated in managing customer escalations and improving retention metrics.
Service Manager
BYD
Cochin, India
04.2025 - 10.2025
- Facilitated aftersales operations by managing workshop activities, spare parts, warranty claims, and customer support for BYD electric vehicles.
- Supported financial objectives by assisting with P&L revenue targets, cost control, and profitability monitoring.
- Aided in supervising service advisors, technicians, warranty teams, and parts departments to meet performance indicators and turnaround time benchmarks.
- Assisted in resolving escalations, handling complex technical issues, and obtaining manufacturer-level warranty approvals.
- Enhanced customer satisfaction index through systematic follow-ups and complaint resolution processes.
- Coordinated with OEMs to provide technical support, implement campaigns, and conduct training sessions.
- Streamlined workflow management using SOPs to minimise repeat repairs and boost efficiency.
CUSTOMER RELATIONSHIP MANAGER-AFTERSALES
BMW EVM Autokraft
Cochin
01.2024 - 03.2025
- Foster strong client relationships to enhance customer satisfaction and loyalty.
- Assist in resolving customer complaints to ensure positive experiences.
- Help coordinate with service advisors and technicians for timely maintenance and repairs.
- Support collection and analysis of customer feedback for service improvement.
- Aid sales efforts by promoting service packages and extended warranties.
- Manage customer communications regarding service updates and vehicle status.
- Contribute to implementation of customer loyalty programs to reward repeat business.
- Maintain accurate records of customer interactions using CRM software.
FRONT OFFICE SUPERVISOR-AFTERSALES
BMW EVM Autokraft
Cochin
04.2022 - 01.2024
- Resolved customer complaints and inquiries requiring management-level escalation.
- Guided employees in addressing complex problems effectively.
- Reviewed Service Advisors' work to ensure adherence to quality standards.
- Implemented processes that enhanced customer satisfaction and retention.
- Maintained composure in stressful situations, diffusing tense interactions.
- Delegated tasks to staff, establishing clear priorities and goals.
- Provided leadership and mentoring to new hires on company programs.
BMW CERTIFIED SERVICE ADVISOR
BMW - EVM Autokraft
Cochin
01.2016 - 03.2022
- Schedule routine service appointments
- Handle customer billing and track payments
- Resolve customer issues in a courteous timely manner
- Provide accurate written cost estimates for customers
- Update customers on the progress of vehicle maintenance and repairs
- Develop efficient data tracking system to improve customer volume
- Welcome customers, answer phone requests and track online and social inquiries
- Schedule appointments and make reminder calls before appointments
- Develop customer satisfaction surveys and track results
- Implement effective customer promotions and contact previous customers with offers.
- Accurately detail customer issues with their BMW vehicles
- Effectively communicate with auto technicians on staff
- Frequently respond to customer emails and updated dealership's social platforms
- Monitoring Service advisors daily works
- Monitoring Labour, Parts and Vas revenue
- Monitoring front office cleanliness.
SENIOR SERVICE ADVISOR
Jaguar & Land Rover-Muthoot Motors
Cochin
02.2013 - 06.2016
- Ascertained automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
- Verified warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
- Developed estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
- Prepared repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.
- Maintained customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
- Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Maintained automotive records by recording problems and corrective actions planned.
SALES MANAGER
CIN Softwares
01.2013 - 11.2013
- Responsible for obtaining profitable results through the sales team by developing the team through motivation, counselling, skills development and product knowledge development.
- Managed the sales team, developing a business plan covering sales, revenue, and expense controls, meeting agreed targets, and promoting the organization's presence.
- Responsible for monitoring the performance of the sales team by establishing a system of reports and communications involving sales reports, cyclical sales meetings, sales newsletters and electronic bulletins.
- Meeting customers and explaining the details of the product.
CUSTOMER RELATIONS EXECUTIVE
Tata Tele Services
09.2011 - 03.2013
- Attracted potential customers by answering product and service questions; suggesting information about other products and services.
- Open customer accounts by recording account information.
- Maintained customer records by updating account information.
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Education
Bachelor of Science - Electronics
IHRD College of Applied Sciences
01.2011
Plus Two - Computer science
Nair Samajam HSS
01.2008
Skills
- Aftersales operations leadership
- P&L management
- Strategic business planning
- Revenue optimization
- Performance management and KPI governance
- Cross-functional team leadership
- Decision-making under pressure
- Executive reporting and coordination
- Risk assessment and compliance control
- Policy development and SOP implementation
Certification
BMW Certification for Service Advisor
Accomplishments
- Best Customer centric award (2014)
- BMW Certified Service Advisor (2017)
- Level 2 Service Advisor-Jaguar Land Rover (2015)
- Best Performance Award-Jaguar Land Rover (2015)
Languages
Malayalam
Hindi
Tamil
English
Websites, Portfolios and Profiles
https://www.linkedin.com/in/sarath-chandran-11416557
Interests
- Playing Cricket
- Drawing
Timeline
Service Head
MG Select
10.2025 - Current
Service Manager
BYD
04.2025 - 10.2025
CUSTOMER RELATIONSHIP MANAGER-AFTERSALES
BMW EVM Autokraft
01.2024 - 03.2025
FRONT OFFICE SUPERVISOR-AFTERSALES
BMW EVM Autokraft
04.2022 - 01.2024
BMW CERTIFIED SERVICE ADVISOR
BMW - EVM Autokraft
01.2016 - 03.2022
SENIOR SERVICE ADVISOR
Jaguar & Land Rover-Muthoot Motors
02.2013 - 06.2016
SALES MANAGER
CIN Softwares
01.2013 - 11.2013
CUSTOMER RELATIONS EXECUTIVE
Tata Tele Services
09.2011 - 03.2013
Bachelor of Science - Electronics
IHRD College of Applied Sciences
Plus Two - Computer science
Nair Samajam HSS