Charles Mv

  • Chennai Area, India, IN Tamil Nadu
Charles Mv

State Head Service at Tata Motors

Summary

Working as State Head After Sales Tamil Nadu State for Tata Motors Ltd Passenger Car d

  • Team Management
  • Effective Planning & execution
  • Effective management of budget & cost control
  • Focus on company’s targets & goals
  • Professionalism, Transparency, Sincerity & Honesty
  • Service Network Development
  • Customer Satisfaction & Delight
  • Technical feedback & service campaign
  • CSMs and Dealer &TASC management
  • Dealer profitability & viability
  • Market awareness & competitor information
  • Manpower Training & Development

Work History

Work History
Apr 2007 - Present

State Head

Tata Motors Ltd

work Experience:  Currently Working with M/S. TATA MOTORS LTD

Department: Customer Support After Sales, Passenger Car business unit

Designation: State Head Service-Tamil Nadu Chennai.

Work Experience: April 2007 - Present

Job Responsibility:  To enhance customer satisfaction through implementation of service quality at all workshops and achieve better CSI through our CSMs Implement the Operating standards and identify dealer key performance indicators(KPIs). 

Communicate the KPIs to dealers, set criteria for measurement of KPIs. To ehnahce customer experience during his visit to workshops

Monthly Analysis of Dealers Profitability and planning with dealer principle for arresting gap and improving profitability

Check the infrastructure standards from time to time and recommend corrective actions in order to improve the DQCTC Score. Post-sales-Auditing and getting periodic reports on dealer operating standards, monitor infrastructure standards, assess areas of customization/improvement and recommend action plan in order to Improve the dealers capabilities in satisfying the customers.

To Plan and execute JDP activities and conducting JDP customer meets and ensure the satisfaction of JD customers to achieve the score in Internal & syndicate survey. Monthly review with Dearler principle and GM for improving customer experience and analysis of any customer dissatisfaction

To manage and motivate the CSMs and Dealers for better workshop performance and revenue generation through customer satisfaction. Service Marketing(AMC/Extwty/24X7 policy) Targets roll out and plan & review with team for achievement of Targets Conducting Service Promotional activities namely Service camp, Chauffeur training, Voice of Customer Meet, Corporate Customer Visits and Complaint customer visits.

To increase the service load, arranging campaigns for loyal customers, customers who have not visited the work shops for last 6 to 18 months, free service camp, paid service locality camps, pre-monsoon check up camp, a/c check up camp, pollution check up camp.

Balance score card for FY preparation with team and monitoring performance and reviewing with dealer principle for achieving the BSC parameters

Tata Motors Insurance Business Renewal and Roll over targets roll out and promotions

Nov 2006 - Mar 2007

Territory Manager-Service

M/S Hindustan Motors Ltd

Department: Passenger Car business unit

Designation: Territory Manager-Service.

Work Experience:. Job Responsibility To enhance customer satisfaction through implementation of service quality at all workshops. Attending home visits and post service follow up for new product purchased customers to get their feed back.

To manage and motivate the Dealers for better workshop performance and revenue generation through customer satisfaction. Conducting Service Promotional activities namely Service camp, Chauffeur training, Voice of Customer Meet, Corporate Customer Visits and Complainant customer visits. To increase the service load, arranging campaigns. Conducting Dealer Audit namely House Keeping and Facility Upkeep, Cost Deviation analysis,

Time Deviation analysis, Repeat complaint analysis, Washing Quality audit, Final Quality audit, Evaluation of Service Advisor, Job Card audit, Appointment Control Register, Customer Complaint Register, Post Service Follow-up Register. Conducts On-The-Job training, discuss to Works Manager, Service Advisors, Technicians Report to Head Office about Field Failure Report, Unresolved Complaints report, CSI report, Repeat complaints Reports, Cost and Time Deviation, PSF analysis report, Workshops Performance Report.

Nov 2005 - Oct 2006

Service Engineer

M/S Scooters India Ltd-A Government of India

Enterprises Department: Three Wheeler Manufacturer

Designation: Service Engineer-Entire Kerala

Work Experience:. Job Responsibility Handling after sales service across all dealer setups in kerala. Service Promotional Activities like Service camps, Exchange mela, customer complaint visits, Spot service checkups.

Studying the need of the new dealer in the corresponding area and appointing it in the stipulated time. Analysis of product quality, Feedback and field compliant Reports. Co-ordination with the vendors for product quality issues and services. Effective forecasting of spare parts according to availability of spares with dealer setups and demand in market.

Focused local technician meets at certain place have to create the awareness about the genuine spares and have suggestions for improvement in service provided by the spares dept. Warranty Management according to company policies and guidelines. Conducting regular trainings for dealer mechanics and local garage mechanics.

Oct 2000 - May 2001

Service Advisor

M/S Esvari Motors Pvt Ltd-Chennai

Department: Maruti Authorized Service Station.

Designation: Service Advisor

Work Experience: Job Responsibility Attending to customers promptly and courteously. Apprising the customer of the work to be done and to take approval on the cost estimate. Preparing the job order, ensuring that it is complete in every respect and then passing in on to the supervisor for commencement of work, undertaking a road test whenever required. To ensure timely delivery of vehicles to the customers. To carry out repeat job analysis and customer complaints. To take corrective and preventive action. To conduct road test along with customer before and after completion of job. House keeping of workshop. Maintain PSF register and follow the customer. Previous Experience

Sep 1999 - Sep 2000

Service Supervisor

M/S Nagappa Motors Pvt LTd-Chennai

Department: Hero Honda Authorized Dealer.

Designation: Service Supervisor.

Work Experience: Job Responsibility Preparing the job order, ensuring that it is complete in every respect and undertaking a road test whenever required. To follow the vehicle in floor and to communicate to the customer. Apprising the customer of the work to be done and to take approval on the cost estimate. To ensure timely delivery of vehicles to the customers. To conduct road test along with customer before and after completion of job. House keeping of workshop.

Education

Education
Jun 2014 - Jun 2016

Post Graduate Diploma in Management

All India Management Association

Pursuing PGDM at All India Management Association B - school in Part time. Doing specialization in Marketing Management

Will complete in June 2016

2001 - 2004

Bachelor Of Engineering ( Mechanical)

Sapthagiri-Engineering College Periyar University

B.E.( Mechanical) Automobile Engineering as Major

1997 - 1999

Diploma in Automobile Engineering

Hindustan Institute of Engineering Technology

Diploma in Automobile 2 years course approved by DOTE, Major in Automobile Engineering

Certifications

Certifications
Jun 2014 - Present

PGDM

All India Management Association


Jul 2014 - Dec 2015

Certificate in Management

All India Management Association

Received succesfull completion certificate from AlMA in Management

Dec 2015 - Jun 2015

Advance certificate in Management

AIMA

Succefully completed and certified by AIMA in Advance Management. Pursuing specialization in Marketing Management currently

Skills

Skills

Automotive After Sales / Business Strategy / Operations Management / Marketing Management/ Team Management/ Customer Experience


Personal Information

Date of Birth                                         May 18, 1980

Sex                                                           Male

Religion                                                 Hindu

Nationality                                           Indian

Marital Status                                     Married

Languages Known                            English, Tamil, Malayalam, Hindi

Fathers Name                                     Mr.K.G.Manoharan

Permanent Address                         #27, North Muthappar Street,

                                                                Tirupattur, Vellore DT

                                                                Tamil Nadu 635 601

Contact No                                        91-81 480 10675 / +91 94 456 50426

Passport Number                            F2885452


I here by declare that all particulars above are true and best to my belief.

 

 

Date:                                                                                                                         (Charles.M.V)