Stivin Pulimuttil Narayanan

· Drawing up the plan, preparing and managing the target / budget set for the Aftersales department. Handling of Kerala and Tamil Nadu dealers

· Manage business by monitoring each dealership in terms of viability and profitability.

· Working closely with channel partners to develop an agreed business development plan which included lead generation activities.

· Business Commercials

a) Business Profitability: Active involvement with Dealer team to improve dealer business & reduce dispersion in business parameters.

b) Promoting Genuine Spare parts sales & Ensure improvement in Parts & Accessories Availability Rate, Inventory quality, Months of Stock, Stock Rotation, Spare Parts complaints.

c) Minimizing the Customer complaints to reduce CC/1000 and closure of same within 3 days TAT.

· Analyzed customer feedback to identify areas for improvement and implement necessary changes.

· Supervised services provided to achieve quality and performance targets.

· Presented business performance reports, highlighting successes and improvement areas.

· Led training programs for new employees, enhancing their skills and knowledge in service management.

· Developed and implemented service protocols to streamline operations and improve service delivery.

· Strategic Planning - Led the formulation of long-term aftersales strategies aligned with company objectives, market trends, and customer needs.

· Market Analysis: Conducted in-depth market research and analysis to identify emerging trends, competitive landscapes, and customer preferences. Utilized data-driven insights to inform decision-making and prioritize initiatives for driving business results.

· Performance Tracking and Reporting: Defined KPIs and performance metrics to measure the effectiveness of aftersales initiatives. Regularly tracked, analyzed, and reported on key performance indicators to senior management, highlighting successes and areas for improvement.

· Created sales strategies to promote advertising offerings and motivate larger deals.

· Managed marketing budgets, allocating resources efficiently to achieve strategic objectives and maximize returns.

· Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.

· Collaborated with sales teams to develop targeted marketing strategies, driving leads and boosting sales performance.

· Developed and executed integrated marketing campaigns, aligning with brand strategy to boost market presence.

· Maintained detailed record of sales activities and compared trends to identify underserved areas and opportunities for improvement.

· Prepared detailed marketing forecasts on daily, weekly and quarterly basis.

· Established pricing and delivery terms based on current market trends and costs.

· Implemented marketing plans for new product launches, working closely with product team to meet key milestones and deadlines.

· Conducted detailed competitor analysis to inform strategic marketing decisions and adjust tactics accordingly.

· Reviewed and updated marketing collateral, keeping materials fresh and relevant to current market conditions.

· Preparing and managing the annual budget for the Aftersales department.

· Execution of key strategies for smooth service operations and maximize dealer business.

· Train, motivate, and lead after sales teams to achieve set objectives and brand targets

· Conduct human resources functions such as hiring, training, and retention of staff.

· Preparing periodic reports and presenting to management on all after sales activities.

· Monitoring spare parts perpetual inventory cycle count process to maximize benefits.

· Coordinate all workshop activities to ensure business deliverables and deadlines are met

· Monitor contract details to make note of pending of workshop machinery, tools calibration and vendor agreements

· Organize promotional and marketing campaigns to create awareness and product publicity

· Direct and coordinate with customer service team to study and ensure customer service standards.

· Monitoring and attainment of parts sales objectives and parts turnover in accordance with budget assigned

· Maintaining up-to-date knowledge on the job operations through dealer development research and active participation on skill development educational programmes.

· Discuss and promote necessary plans with direct sales team to boost dealer business revenue.

· Building and making good healthy work relationships with customers to bring in customer retention, satisfaction and business revenue.

· Inspection on periodic service quality repair services and works performed to maintain quality standards and reduce repeated service complaints.

· Review with team on the latest service bulletins to ensure and built a strong technical team

· Track and monitor customer relations initiatives and provide guidance and course corrections to

a) ensure high effectiveness of the CR programs

b) Customer Care handling and process management

c) Analyze statistics and follow-up Customer Satisfaction Index

· Conduct internal meetings with the customer relations team and senior Service and Marketing team to create action plans, allocate responsibilities

· Analyze customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers

· Maintain and monitor customer relations department KPIs for business analysis

· Monitoring all customer satisfaction process in sales and service, and ensure high performance for the dealership

· Conducting review of the CSI scores with Dealer management team and highlight area of improvements required Maintaining customer complaint TAT within the target limits

· Meeting customer in field for resolution of complaints

· Study Lost Case Analysis

· Help to document best practices in customer relationship management and in deploying all solutions.

· Ensure outstanding customer satisfaction by maintaining strong working relationships.

· Guide and lead team members to deliver products/services that meet or exceed the customer requirements.

· Manage and train resources to ensure quality and consistency of service to customers.

· Schedule and conduct status meetings with appropriate development resources and customers.

· Maintain complete and accurate customer correspondence data.

· Assist in making major customer care business decisions.

· Develop and update client related reports.

· Managing client relationships to build a reputation for excellent service and generate repeat business.

· Create online videos, training guides, FAQs, training sessions etc. to benefit all customers.

· Identify and develop problem solving methodologies to resolve customer issues.

· Oversee client service representative groups and make sure clients receive instant service.

Manage all customer requirements and queries and solve their problems swiftly

· Manage all customer requirements and queries and solve their problems swiftly

· Provide account leadership for the customer's major initiatives

· Take full responsibility for managing a growing customer portfolio within the dealership

· Pro-actively call all contact levels to ensure their experience with the dealer service

· Monitoring customer experiences matching their expectations and they are satisfied

· Provide exceptional support and services to customers

· Prepare reports to reporting manager on the daily inflow of customers and same day delivery

Follow and maintaining booking process to streamline service appointments

· Manage all customer requirements and queries and solve their problems swiftly.

· Ascertains 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.

· Verifies warranty and service contract coverage by examining records and papers; explaining Provisions and exclusions

· Develops estimates by costing materials, supplies and labour calculating customer payment.

· Maintains customer rapport by explaining estimates and updating expected return of vehicle

· Maintains automotive records by recording problems and action plan performed

· Explore and update new skills to maximize customer satisfaction and organization profit

· Welcome the clients into the service station and inquire about the troubles they are facing with their automobiles.

· Examine the vehicle and acquire important details about its performance, mileage, repair works done previously and date of purchase.

· Responsible to guide the clients on maintaining and assign technician to perform the repair.

· Identify the reason for malfunctioning of the vehicle and assign technician to perform the repair works.

· Advise the clients on using the vehicle appropriately and ensuring regular servicing and maintenance to the engines.

Oversee the works of technicians and provide them assistance for complex repair works