Pro-E, Autocad, CRM, Sales force
V Anand
Service Manager
Chennai,Tamilnadu
Summary
A dynamic professional with Highly organized and goal-oriented professional offering 11+years of experience in the field of Automobile After sales service industry with expertise in Fault Diagnosis of Ashok Leyland H.C.V & M.D.V. Overhauling of Engine and Transmission systems, Handling Warranty Claims, After Sales Service, Satisfy Customers and to provide technical Support and guidelines to conducting On Job Training to Technician and manpower.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Deputy Manager
One Assist Consumer Solutions
Chennai
04.2023 - 11.2023
- Service Network Performance Management to deliver superior customer experience
- Identifying and networking with financially strong and reliable Service partners
- Evaluating performance & monitor Service partners related activities for deeper market penetration
- Assisting to meet their business targets and achieve profitable ROI
- Supervising network, ASC appointment in key areas, technical skills update & training
- Ensuring proper merchandising content across all sales channel partners
- Providing necessary training to the Customer Service force regarding product knowledge, institutional dealing and customer handling
- Effectively interfacing with people at all levels, managing healthy work environment and inculcating bonded teamwork with high work ethics, simultaneously inflicting a high level of motivation amongst the team to bring out the desired level of work and results
- Keeping the team engaged by initiating various project work.
Asst.Manager- Service
Godrej & Boyce Mfg.Co Ltd
Hyderabad
05.2018 - 08.2022
- Visiting the customers for generating Service business & evaluating technical jobs viz., repairs, refurbishing etc
- Billing, Booking and collections of AMC, spares and Rental payments from Customers and Dealers
- Coordinating with Customers and dealers for all sales & service related issues
- Attending Technical complaints related to the product in the Field
- Prepare Product performance report for the failed parts and complete stipulated time
- Feed back in product performance and product improvement and prepare PPR
- Ensure that the work is carried out as per contracts AMC / PMC / CMC schedules & maintain MIS
- Support the service business by generation of sales of genuine spares & attachments
- Ensure customer satisfaction by quick responses for spares and services for long-term relationships
- Whilst warranty period, Salvage / repair the spare parts to reuse, understand recurring problems of the products, replacement of spares at customers site and sending back items under warranty to HO for proper accounting and documentation
- Provide training to Dealers & customers about up-keepment, maintenance and safety of the Product
- Clear & concise communication for follow ups with Customers & Service HO personnel.
- Installed new equipment and explained operation and routine maintenance protocols to customers
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance
- Evaluated systems according to predetermined checklist and noted issues
- Adhered to safety protocols and policies to reduce workplace hazards
- Explained diagnostic findings to customers and outlined repair or service options
Senior Engineer- Field Service
Setco Automotive Ltd
Hyderabad
08.2016 - 05.2018
- Mapping customer care process and network & working for developing cost effective customer support function
- Attending Technical complaints related to the product in the Field, OEM Dealerships and in After market
- Monthly Field visit to the customer site for resolving the technical complaints
- Provided positive customer experiences by listening to, and resolving the product issues
- Analyzing the technical complaints, troubleshooting and quick responses to the complaints in field
- Attending joint investigation related to Technical complaints in the field along with the OE team and time to time closure those complaints
- Visit Dealer workshop and Conducting training programs to enhance technically of workforce, focusing on technical & customer care aspect across the region
- Visit Local garage mechanics across the region and gets feedback regarding the product and conveys to the concerned departments for the improvements
- Coordinate with the OE Dealers for conducting service camp across the region
- Supports sales team by conducting service campaign for developing the sales in the region
- Conduct Mechanic meet across the region for the awareness of the product
- Visits retailers across the region and build relationships for the business development
- Visits Dealers and distributors for inspecting the warranty parts and reduce the warranty cost by analyze technically in depth
- Prepare Product performance report for the failed parts and complete stipulated time
- Achieving the defined targets in the regions such as sales targets, Training targets etc
- Organizing and monitoring the performance of support operations and product installation services
- Takes feedback for the new products from the customers and prepare performance report
- Provided timely information by reporting service activities and customer concerns which ensured a high level of customer satisfaction.
Senior Service Engineer
JM Frictech India Ltd
Chennai
05.2015 - 07.2016
- To undertake initiatives to provide customer service and support and ensure resolution of customer complaints to maximize customer and channel partner’s satisfaction
- Diagnose the field complaints and rectify the complaint in field
- Support dealers for customer concerns, Technical issues parts etc
- Carry out warranty audit / DEP audit & ensure cost control
- Proper deployment of service processes across the network
- To generate, monitor & implement business plan
- To maintain the customer complaint register and follows with on time closure
- Handling quality and warranty related issues
- Ensure customer satisfaction at the highest level through effective services
- To monitor the customer complaints and prepares action status reports for the complaints
- To prepare monthly PPM report and monitor PPM trends
- To monitor the product performance and prepare performance report
- Warranty analysis-CAPA on time- closure of field issues with actions
- Reducing Warranty cost and replacements by in depth complaint analysis
- Undertake activities like retro fitment, loading pattern analysis, aggregate life analysis and reliability etc
- To improve quality of products and services delivered.
Service Engineer
T V Sundram Iyengar & Sons Ltd
Chennai
11.2014 - 04.2015
- Responsible for diagnosis and rectification of technical complaints in the vehicles
- Attend major overhaul jobs related to Engine, Transmission, Fuel injection pump and Air brake system
- Ensure Customer satisfaction & enhance CSI of setups
- Ensure profitability of Dealer and TASS setups and monitor their performance
- Ensure fulfillment of network expansion plan and workshop profitability plan
- Ensure spare parts off take and facilitate achievement of sales targets for parts
- Facilitate AMC sales in the region of operation and achieve warranty targets
- To prepare budgets for handling warranty claims and contributing towards reduction of warranty cost
- Undertake activities like PDI, KMPL trials etc to boost customer satisfaction Make customer visits etc
- Handle any customer complaints/ issues received and ensure their early resolution by coordinating with the relevant parties
- Conduct field training for customers and channel partners
- To identify unskilled mechanics and arrange training to them
- Check the failure analysis of aggregates and prepare PPR reports for the failures
- Monitoring the repeat jobs and prepares reports for that jobs
- To prepare work order &estimate in accordance to the nature of work
- Dealer revenue maximization.
Service Executive
Automotive Manufacturers Pvt Ltd
Hyderabad
08.2007 - 07.2010
- Responsible for diagnosis and rectification of technical complaints in the vehicles
- Measure of performance report for service personnel
- Responsible for customer satisfaction
- Communicate effectively with Customers in order to resolve issues and maintain a high level of Customer Satisfaction (includes both internal and external customers)
- Gather, analyze and distribute information related to customer needs, expectations and perceptions
- Feed back in product performance and product improvement and prepare PPR
- To assist in spare parts requirements in co-ordination with spare parts division
- Provide Breakdown assistance for the off road vehicles to make it available on road
- PDI analysis reports
- Attending Major overhaul jobs related to Engine, Transmission, brake System
- Cost and estimation analysis, preparing and releasing the estimation sheets
- Warranty Claims preparation and forwarding same to OE principals
- Reducing Warranty cost and Good will replacements by in depth complaint analysis
- Warranty analysis-CAPA on time- closure of field issues with actions
- Analyzing product failure and forwarding same to principals
- In case of any repeat repairs, analysis to be done to ascertain the reason for repeat repair and systemic corrective actions to be initiated
- Identify the requirement of technical training for the technicians and work out in- dealership as well as Ashok Leyland training plans for them.
Education
Diploma in Mechanical Engineering - Mechanical Engineering
Little Flower Polytechnic College
Chennai 08.2004 - 07.2007
B.E Mechanical Engineering - Mechanical Engineering
Arulmigu Meenakshi Amman College of Engineering
Kanchipuram 08.2010 - 06.2014
Skills
Enhanced the reputation of the business at every opportunity when interacting with CustomersSuccessful in improving quality of the businesses commitment to customer service and retention by reviewing and improving the facilities available, improving technical skills and maintaining high standards of quality workmanship as well as adopting best practices in customer handlingExpertise in organizing all After Sales Service activities to ensure the most efficient and profitable operation of the After sales Department by satisfying customer needs and enhancing customer relationsImparting technical support, troubleshooting and assisting with the repair of commercial vehiclesStrong team leader with ability to empower team towards peak performance through effective monitoring, motivation and manpower planningAdept in achieving critical goals in rigid markets and stiff competition Combine communication and organizational skills to outperform targets and augment revenue generationValued contributor in enhancing organizational profits, company goals with driving vision Energized
Sales strategics
Decision-making capabilities
Business Development
Cost Control
Training
Operations management
Sales growth
Business planning
Contract Management
Negotiation
Business administration
Staff supervision
Personal Information
- Age: 38 Years
- Date of Birth: 10/25/1985
- Gender: Male
- Nationality: Indian
- Marital Status: Divorced
Notice Period
1 Month
Additional Information
Will have ability work in excel, PPT, Word.
Software
Certification
PRO-E
Interests
Travelling, Cycling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Deputy Manager
One Assist Consumer Solutions
04.2023 - 11.2023
Asst.Manager- Service
Godrej & Boyce Mfg.Co Ltd
05.2018 - 08.2022
Senior Engineer- Field Service
Setco Automotive Ltd
08.2016 - 05.2018
Senior Service Engineer
JM Frictech India Ltd
05.2015 - 07.2016
Service Engineer
T V Sundram Iyengar & Sons Ltd
11.2014 - 04.2015
B.E Mechanical Engineering - Mechanical Engineering
Arulmigu Meenakshi Amman College of Engineering
08.2010 - 06.2014
Service Executive
Automotive Manufacturers Pvt Ltd
08.2007 - 07.2010
Diploma in Mechanical Engineering - Mechanical Engineering
Little Flower Polytechnic College
08.2004 - 07.2007