Srijit Adhikari
Automotive Expert
Mumbai
Summary
- Conceptualizing & implementing services plans, policies & procedures for the organization, ensuring accomplishment of business goals; devising customer oriented Service Policies, Systems and SOPs.
- Managing service operations with focus on implementing policies and procedures, also managing post-sale service operations ensuring customer satisfaction and business retention.
- Spearheading entire after sales service and customer care operations with a view to achieve business objectives and ensure top line and bottom line profitability.
- Installing and calibration as well as conducting tests & inspections to ensure operational effectiveness of systems; effectuating maintenance plans for products.
- Designing models based on efficiency and productive enhancement digital tools and applications in service operations. Ensure developments are meeting business needs on time with desired quality.
- Supervising and monitoring the performance level of the maintenance staff for ensuring superior customer service and accomplishment of service targets.
- Ensuring successful implementation of mandated applications for Channel partners for ease of Business.
- Identifying areas of improvement in Customer service design & supervise development team for implementing solutions using Digitalization platform.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
2
2
Certificates
Work History
A. G. M - Business Systems & Process Digitization
Skoda Auto Volkswagen India Pvt. Ltd
Mumbai, Maharastra
11.2013 - Current
- Proved successful working within tight deadlines and fast-paced environment.
- Cultivated interpersonal skills by building positive relationships with different stakeholders.
- Learned and adapted quickly to new technology and software applications.
- Design, Development support, UAT, Pilot & Implementation of Dealer IT Systems.
- Conceptualized, designed, developed and implemented all VW After Sales policies and process across dealer network.
- Achieved gap-analysis, de-bottle necking and change management in after sales activities for greater productivity and optimized T.A.T.
- Strategies to maintain, enhance service quality standards for greater customer satisfaction and higher customer retention.
- Implementation of ISO14001-2015 across network.
Assistant Manager –Dealer Operations, South & East
Toyota Kirloskar Motors Pvt. Ltd.
Bangalore
05.2007 - 11.2013
- Collaborated with senior executives to evaluate performance in regional area and develop strategies to expand revenue generation.
- Achieved regional service objectives by coordinating Aftersales team (>200 manpower), developing successful strategies, and servicing accounts to strengthen business relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Responsible for Aftersales activities of Southern and Eastern region dealers.
- Environment Management System (EMS) and Waste Management.
- Dealership facility design & modification support and New Dealer Activation support across North-East India.
- Customer satisfaction indices and other initiatives.
- Conducted key parts sales analysis and involved in promotion of Aftersales Marketing Campaign.
- Engaged in parts ordering, parts supply, inventory control.
Service Manager – East Region
Mitsubishi Motors Division, Hindustan Motors Ltd.
Kolkata
02.2006 - 04.2007
- Demonstrated strong organizational and time management skills while managing multiple assignments across roles.
- Implementation of dealer systems and processes in all outlets under individual capacity.
- Technical mentor for designated Mitsubishi dealerships.
- SPOC with Plant for Regional spares and Technical support.
- Responsible for all organizational audits in the region.
Associate - Dealer Development, East Region
Tata Motors Ltd.
Kolkata
04.2005 - 01.2006
- Collaborated with senior executives to evaluate performance in regional area and develop strategies to expand revenue generation.
- Achieved regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Generated sales reports and presentations for senior management.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Core team member of regional dealer development team. Supported in planning,
developing, installing and commissioning of all new dealerships in eastern India. - Implementation of sales process norms with respect to dealership manpower, infrastructure and process.
Education
Bachelor of Engineering Technology - Automotive Engineering
Hindustan College of Engineering
Chennai 04.2001 - 03.2004
Diploma - Automotive Engineering
Air Technical Training Institute
Kolkata 04.1997 - 03.2000
Skills
Conceptualization & implementation of Dealer policies, systems and processes – Sales & After Sales
Workflow gap analysis, de-bottlenecking and Workshop TAT optimization
Hands-on experience in managing entire sales and service operations along with implementation of various techniques and digital tools for improving the process operations along with cost effectiveness
Delivering results in growth, revenue, operational performance, and profitability; building strong rapport with customers through customer centric approach to sustain the profitability of the business
Proficiency in facilitating end-to-end development & implementation of training programs, development of various non-technical/ behavioral skills modules and assessment of training effectiveness through pre & post training audits
Accomplishments
- Stellar in streamlining processes thorough measures such as ASPiRe
- Distinction of being star performer in recognition of 100% successful roll-out of Volkswagen Global Standards of Service Core Process.
- Pivotal in initiating 5 Major Projects in the current year resulting in workshop productivity & customer satisfaction improvements.
- Instrumental in leading & providing inputs for designing & rolling out an online/digital tool for workshop management initiative.
- Designing, Developing & Driving Channel Partner Performance Evaluating standards for Motivation & Upgrade of Dealer Business & Performance.
- Played a stellar role in implementation of:
- Toyota Global Standards & CI at Dealer locations.
- Kaizen, SGA, EM, MRS and CTDMS.
Affiliations
- Served as Coordinating Officer, Hindustan Association of Automobile Engineers Society of Automotive Engineers, Southern Section, India in 2003-2004.
- Served as Joint Secretary and actively participated in organizing Hindustan College of Engineering (Automobile Dept.) Symposium.
Certification
Certified in Lean Six Sigma – Green Belt from AIQM, India.
Timeline
Certified in Lean Six Sigma – Green Belt from AIQM, India.
09-2019
Certified in Project Management Professional (PMP)® from PMI, India.
05-2019
A. G. M - Business Systems & Process Digitization
Skoda Auto Volkswagen India Pvt. Ltd
11.2013 - Current
Assistant Manager –Dealer Operations, South & East
Toyota Kirloskar Motors Pvt. Ltd.
05.2007 - 11.2013
Service Manager – East Region
Mitsubishi Motors Division, Hindustan Motors Ltd.
02.2006 - 04.2007
Associate - Dealer Development, East Region
Tata Motors Ltd.
04.2005 - 01.2006
Bachelor of Engineering Technology - Automotive Engineering
Hindustan College of Engineering
04.2001 - 03.2004
Diploma - Automotive Engineering
Air Technical Training Institute
04.1997 - 03.2000