Years of professional experience in Automobile industry
CHIKKU MOHAN
After Sales Service Manager
Scarborough,Ontario
Summary
After Sales Service Manager An energetic, dedicated, hard-working, and dependable Automotive After Sales Service Manager with over 8+ years of experience in handling Dealer channel partners for After Sales Operations with focused customer satisfaction and retention. Takes ownership for new and different requests, exploring opportunities to add value to job accomplishments. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic fast-paced settings. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
6
6
years of post-secondary education
4
4
Languages
PROFILE SNAPSHOT
Attentive Automobile After Sales Service Manager with comprehensive knowledge of the automobile industry. Adept at providing an optimal level of customer support that includes speedy resolutions to customer complaints and product concerns. Specialize in people management to meet customer expectations.
Seasoned with 8+years background in the Automotive Industry. Core competencies include strong customer service, Data Analysis, and employee motivation as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Energetic Automotive Service Manager with a solid history of achievement in the Business targets. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include Management, Achievement, and Decision making.Capable of resolving mechanical issues on a wide range of vehicles through effective troubleshooting, diagnostics and coordinating with cross functional team. Successful at adapting to new procedures, makes, models and systems quickly to meet any needs.
Skills
People Management
undefinedWork History
TERRITORY MANAGER – AFTER SALES
Maruti Suzuki India Ltd
Cochin
11.2018 - 07.2022
- S largest car company with 43% market share in Indian passenger Car segment), Tasks
- Responsible for the key KPIs of Dealerships' After Sales Business utilizing Demand Forecasting, Revenue Planning, Target Follow-Ups,
- Marketing Strategies, and Customer Complaint Resolutions, as well as ensuring that MSIL's protocols and SOPs were followed across the territory
- Handled 8 Dealer groups of MSIL Arena and Nexa brand across the region with total vehicle reporting of approximate 10000 per month and
- Revenue of INR 8.6 cores
- Follow policies and procedures to ensure Technical Excellence and a faster resolution for our clients
- Manage all dealership processes and systems to ensure customer satisfaction
- Analyzed large sets of data using SQL, Excel, Dealer Management System (Oracle DMS), and Business Intelligence (Qlik BI) to ensure smooth operations and target achievement
- Also, implemented and monitored Japanese principles such as 3G, 3M, 5S, and Kaizen across the territory
- Work with cross functional team for analyzing the root cause of the failures for technical concerns resolution, timely supply of Parts, Manpower
- Training, IT Support for providing faster resolutions to customer
- Improving the technical skills and diagnostic abilities of the dealer service team as well as drive efforts to increase FTR, TAT and uptime
- Implementation of digital enhancements for customer delights and maintain transparency among customers to improve the customer engagement Index score
- Process audit, Service Assurance Standard audit at dealerships for improving the customer satisfaction and ensuring the SOP followed
- Increased business revenue by 9.4% by improving the customer retention by 4% in region
- Highest free and first paid service retention scored in the region against National average
- Reduction in customer complaints by 30% on systems and process followed at workshop by ensuring implementation of SOP at workshops
- Awarded Star Performer for the year 2018 by the organization and High performer for two years.
SERVICE EXECUTIVE
Piaggio vehicles Pvt. Ltd
Cochin
08.2014 - 11.2018
- One of the leading light commercial manufacturing companies), Establishes a trusting relationship based on integrity and fairness with customers and demonstrates a sincere concern for them
- Willingly provides superior customer service that exceeds customer expectations while staying within company policies and guidelines
- Providing quality Field Information report for the further improving the product quality
- Obtain a targeted number of free service and paid service retentions from the dealers in the concerned territory and obtain a targeted number of spares sales per month
- Evaluate audits at the dealerships to check the system implementation at the dealer through Service Quality Index (SQI) and implement an improvement plan for moving up SQI and CSI, implementing 5S at workshops and warranty audits are conducted
- Work with Piaggio dealers to pursue new initiatives, drive manpower recruitment and expand Piaggio's authorized service centers and dealerships in Kerala
- Troubleshoot and train dealership personnel as needed
- Prepare tools, components, training materials, and product feedback for HO
- Managed service requests and prepared a database listing such requests and ensured timely completion of vehicle services also coordinated with sales team to prepare marketing strategies
- Maintained replacement parts inventory and prepared purchase orders, prepared shop displays of auto parts, checked the vehicle's repairs, routinely evaluated employees and provided feedback and Ensured dealership standards are met.
GRADUATE ENGINEER TRAINEE
Varroc Elastomers Pvt. Ltd
Aurangabad
07.2013 - 08.2014
- Tasks
- Provide assistance to line managers whenever possible and observe existing strategies and techniques and suggest improvements where needed
- Handled machine arrangement, balanced the line and monitored the output to achieve the target
- Make sure the inward quality of products, in- process quality, and process parameters are maintained
- Maintain regular monitoring of machine process to ensure it is being improved
- Analyze, monitor, and improve the following parameters: maintenance costs, schedule conformance, minimum downtime, etc
- Follow up on corrective action and complete project by reducing rubber weight for production and save the company over Rs 1000 per day by cutting the rubber weight for production.
Additional Information
- Awarded Star Performer status in 2018 as well as High Performer status for three years (Maruti Suzuki India Ltd)
- Awarded the Shabashi Award in Q3 2016 for outstanding performance in acquiring six new dealers for the new 4W business and got Dhruva Thara award in Q4 2017 for achieving targets. (Piaggio vehicles Pvt. Ltd)
Education
B.E - Mechanical Engineering
PSN Institute of Technology And Science
06.2010 - 04.2013
Diploma - Automobile Engineering
Govt. Polytechnic College
06.2006 - 04.2009
Timeline
TERRITORY MANAGER – AFTER SALES
Maruti Suzuki India Ltd
11.2018 - 07.2022
SERVICE EXECUTIVE
Piaggio vehicles Pvt. Ltd
08.2014 - 11.2018
GRADUATE ENGINEER TRAINEE
Varroc Elastomers Pvt. Ltd
07.2013 - 08.2014
B.E - Mechanical Engineering
PSN Institute of Technology And Science
06.2010 - 04.2013
Diploma - Automobile Engineering
Govt. Polytechnic College
06.2006 - 04.2009
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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