Manikandan R
Area Service Manager
Udaipur
Summary
Dynamic Area Service Manager with Hero MotoCorp, adept at driving service excellence and customer satisfaction. Proven track record in strategic decision-making and team management, enhancing dealer profitability and service reach. Skilled in integrating technology for improved outcomes, overseeing 20 Lac+ service vehicles, and achieving significant service revenue growth.
Overview
16
16
years of professional experience
4
4
Languages
Work History
Area Service Manager
Hero MotoCorp
12.2023 - Current
- Handled Udaipur Area Office as Area Service Manager Customer Experience for Driving After Sales Support, Service Business, Operation, Service Excellence & Channel Expansion.
- Deploy the Strategies to Expand the Service Reach, Vehicle Park, Dealer Profitability & Enable Best in Class Customer Experience in All Category of Product Ranges
- Drive the Team of 9 Member's (TSM's & TSO's) Currently for Delivering the Faster & Accurate Results Across 260+ Channel Partner's count in the Rajasthan State for Sustaining the Customer's, Service Business, Parts & Engine Oil Business, Customer Complaint's(CPTV), Customer Experience, Dealer Profitability, Product Feedback (VTR's/ PDI), CRM Program's (Goodlife, Joyride) & Value Added Service's Business in the Region.
- Establish the Product in Field with Countermeasures activity
- Developing & Nurturing the Team as per Organization Vision &Goals in Field for Service & Network Excellence
- Building the Manpower for handling new EV, Premium, BSVI Technology/ Products to make HMCL a Future Fit Organization
- Handling Overall Vehicle Load of 20 Lac + Service Vehicle's with 200+ Crore Service Revenue in the Workshop's Annually.
- Upgrading Hero 2.0 Service & Premium Service Readiness in Existing WS's along with Green Dealership Element's (Initiative Toward Zero Carbon Neutrality)
- Implemented data-driven decision-making processes to analyse technician productivity and optimize work schedules accordingly.
Territory Service Manager
Hero MotoCorp
05.2020 - 11.2023
- Territory Service Manager I was Posted at Coimbatore and was Handling Majorly Southern part of Tamilnadu Dist. – Chettinad & Madurai clusters dealers
- To implement Service Policy at dealership to Improve dealer operations and systems/process to meet the customer satisfaction
- Dealer visit review & improve CSI through process systems for dealer profitability & customer satisfaction
Territory Service Manager
ROYAL ENFIELD, Unit of Eicher Motors
05.2018 - 05.2020
- Dealer Business growth & Profitability:
- Improve service market share of dealer by increasing paid service redemption and overall service inflow.
- Reviewing SAR report on monthly basis and taking corrective action to improve profitability
- Product Focus
Conducting Pre-Delivery Inspection (PDI) audit at the dealership and Ensuring trouble free product to customer
Ensuring new product readiness at the dealership through training, parts & tools availability
Continuous monitoring the performance of new products to provide feedback to the plant team - CSI (RECODE Process)
- Implementing RECODE process at all dealership & Ensuring unique customer experience at all dealership
- Ø Monitoring Customer Satisfaction index through In Moment Score and attending dissatisfied customers.
- Conducting RMI ( Royal Enfield maturity index) audit at all dealership and take correction action improve RMI Score
- Ensuring Mystery Audit score more than 75% and take corrective action in weak area process
- Attending all customer complaints and closuring with 48 hours with CSN
- Analyze the problem to find root cause of customer complaint and implementing action plan in dealership
- Ensuring key parameters ( Same day delivery , Vehicle inside workshop, Repeat repair analysis ) through continuous monitoring and review at dealership
- Improving paid Service market share and service inflow, by implementing service reminder system, conducting free Service camp and other Service promotional activities.
Service Engineer
Piaggio Vehicles Private Ltd
01.2015 - 05.2018
- In Piaggio as Service Engineer I was Posted at Chennai and was Handling Major market like Chennai , Coimbatore, Madurai dealers and ASCs
- Taking care of all service related activities of dealers and improving its profitability.
- Improving Service redemption and service inflow, by implementing service reminder system, conducting free Service camp and other Service promotional activities.
- Ensuring availability of POP genuine parts and oil .
- Ensuring warranty claim and free service coupon Submission on time
- Analyze the problem and find root cause of warranty failure.
- Effective participation in customer retention activities such as extended warranty Customer meet.
- Co ordinate with CAD team for New dealer appointment & Network expansion
- Monitoring dealer appointment process from LOI to LOA completion
Service Engineer
Atul Auto Limited
09.2013 - 12.2014
- Handled Major markets like Cochin, Calicut, Idukki, kottayam Dist. dealers
- Taking care of all service related activities of Atul Auto Company's dealer and improving its profitability.
- Conducting On job training at dealership for all category staffs & mechanics.
- Conducting Local PGO meet and OJT on New Product awareness
- Monitoring Customer Satisfaction through PSF (Post Service Feedback) and attending dissatisfied customers.
- Improving Service redemption and service inflow , by implementing service reminder system, conducting free check up camp and other Service promotional activities.
- Ensuring availability of Atul Auto Company's genuine parts and oil .
- Taking care of warranty and free service coupon administration.
- Implementing express bay service and Expert on wheel at all dealership to provide fast and comfortable service experience.
- Effective participation in customer retention activities such as extended warranty and Customer meet.
- Informing any failure in product to HO by sending FFR (Field failure report).
Territory Service Manager
Hindustan Motors
01.2012 - 09.2013
- Achieve month wise Dealer wise targets for Service parameters (Bay productivity etc.,) at each dealership assigned to me.
- Organize service promotion activities (campaigns, road show etc.) at the region for ensuring service delivery & attracting customer to dealers for Service.
- Analyze the technical complaints in the vehicle.
- Provide feedback on Product Performance for Product Improvement to Plant team.
- Ensure proper workshop performance in terms of facility, Man power & vehicle turnaround time.
- Track customer satisfaction and initiate actions in dealership with the help of regional team for customer complaints.
- Achieve targeted parts sales in terms of volume, collection & contribution including of those of APD's & ASD's.
Floor Supervisor
Sicagen India Pvt Ltd
06.2009 - 12.2011
- Handling OEM warranty claims
- Accident vehicle insurance claims follow ups
- Conducting New vehicle PDI process
- Conducting Internal audit -ISO audit process
Education
Bachelor of Engineering - (Mechanical Engineering )
Mathayammal Engineering College
Namakkal 04.2001 -
Skills
- Business Acumen
- Problem-solving orientation
- Driving successful outcomes
- Customer-centric approach
- Customer service excellence
- Strategic decision-making skills
- Integrating technology effectively
- Team management
- Passion at Work
- Business Acumen
Accomplishments
• Qualify Service Nakshatra Award for FY23-24 Pan India & Stands at No-2 Position in the Cluster
• Winner in Good life Nakshatra Award FY 23-24,
• Winner in Quality Circle Contests FY 23-24
• Nakshatra Award -as TSM in FY 20-21 & FY 22-23
Timeline
Area Service Manager
Hero MotoCorp
12.2023 - Current
Territory Service Manager
Hero MotoCorp
05.2020 - 11.2023
Territory Service Manager
ROYAL ENFIELD, Unit of Eicher Motors
05.2018 - 05.2020
Service Engineer
Piaggio Vehicles Private Ltd
01.2015 - 05.2018
Service Engineer
Atul Auto Limited
09.2013 - 12.2014
Territory Service Manager
Hindustan Motors
01.2012 - 09.2013
Floor Supervisor
Sicagen India Pvt Ltd
06.2009 - 12.2011
Bachelor of Engineering - (Mechanical Engineering )
Mathayammal Engineering College
04.2001 -
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