Varun Sharma

Experience

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  Vialle Alternative Fuel Systems

  Aug 2006 - Nov 2008

  Engineer - Aftersales Support

  Role and responsibilities:- Warranty analysis and part processing with MSIL- Troubleshooting, conducting root cause analysis for monitoring field return defects etc- Conducting of training program at MSIL dealerships and RTC- To provide assistance to MSIL dealerships to sort out the problems in vehicles- Formulating troubleshooting procedure and functionality check procedure for MSIL dealerships- Coordination of free check up camp with MSIL- Represented company in Auto Expo 2008 Show less

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  Hyundai Motor India Limited

  Nov 2008 - Nov 2010

  Asst Manager - Area Parts and Service Manager

  • Looking after service operation of Punjab dealership includes 11 Hyundai Dealerships.• Subsequently looking after North India 40 Hyundai workshops for all LPG related issues in India most selling two cars Santro Eco and Accent Eco.• To keep an eye on competitor activity in service marketing and counter measures for better company and product branding.• To work for the overall profitability of the dealership and support the dealer by providing the data like Labor per vehicle earning, Spare per vehicle earning. Same day delivery & appointment rate• To provide the quality feedback for the all new and existing products of Hyundai.• Final approval for replacement of parts in vehicle, include Special approval for LPG parts.• Coordinate with dealership for conducting Free checkup camps for new products and enhance customer retention• Monitoring and Enhancing dealer profitability with customer retention and satisfaction• To provide LPG diagnose and Product training to all Hyundai dealership include sales and service staff to promote the LPG cars.• To conceptualize and Formulation of LPG/CNG diagnose and product manuals Show less

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  Maruti Suzuki India Limited

  Nov 2010 - Nov 2012

  Deputy Manager - Technical Training

  • Managing Service Operations with focus on implementing policies & procedures; developing / streamlining systems, handling Workshop Operations, Quality of repair etc.• Benchmarking service excellence and implementation of long terms vision & road map for service quality as per defined measurement parameters and preparation of strategies.• Conducting local business promotional activities to further promote the service business (Mega service camp, Customer meet, Free check up camps)• Monitoring post service activities like follow up with customers, service reminders and handling customer grievances for superior customer service.• Enhancing customer satisfaction matrices through on-time delivery of vehicle & monitoring customer complaints & quality issues. • Development\up-gradation of training content (Basic / Advance /Diagnostic / Diesel / CNG/LPG/New Models) for Periodic maintenance and repairs to MSIL service Network manpower.• Monitor technical skill level in North zone accordingly plan training calendar.• Monitor and manage capacity and seat utilization in Service Training center Show less

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  Renault

  Nov 2012 - now

  •Team Management: - Have a team of 12 direct team members (Service Engineer) and an indirect reporting team of 2 members consisting of Warranty and Training Content development who coordinates for Service recalls status and Training content •Technical Support: Leading complete technical support including Level 1, Level 2 support for pan-India technical issues and supporting the dealer teams with Engineer visit.•Concern Resolution rate: Ensure Service Quality in the network through various measurement indices like Response and Resolution rate. having 93% response in 4 hours and 96% resolution in 2 days in with less than 2.3% Repeat visit along with reduction of Warranty cost by 15% over last year numbers. •Network Quality: Maintain overall Infrastructure, Tools-Equipment & Manpower quality in the network through periodic audits i.e. Maintenance audits, New vehicle storage.•Skill Enhancement: Identify the gap in service quality with various sources of feedback and ensure a process plan for improvement in terms of technical training and on-Job Training at the workshop.•Product Feedback and Improvement: Coordinate customer feedback and quality issues with engineering, quality, and plant teams for quick response and a permanent countermeasure for the aftersales network.•Coordination with Customer care - Coordination with Customer care team for top network feedback, coordination for action plan at regional offices basis of customer complaints•Quality Analysis: Conduct monthly analysis of technical issues raised in the field. Determine weak areas & training requirements. Prepare and publish a list of the top technical issues on a quarterly basis for tracking.•Management Update - Monthly Technical Scorecards based on Quality feedback from the All India Workshop, Campaign implementation, Inhouse Training & status of tools and Equipment•Product Liability Investigation – Validation of Product Liability report and discussion with corporate regarding product improvement Show less

  • Lead - Techliner Operations

    Apr 2021 - now

  • Area Aftersales Manager

    Nov 2012 - now

  • Manager - Techline Operations

    Nov 2012 - Apr 2021
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  Automotive Industry

  Nov 2012 - Apr 2021

  Technical Manager

  Technical support to dealerships • Manage the team of Techliner to allocate CIR(Technical Ticket) raised by Cotech(Master Technician) on issues faced in diagnosis, repair, parts unavailability and warranty approval and ensure effective resolution. • To analyze problem, discuss with the team leader and identify solution basis guidelines provided. If required, escalate the concern to plant engineering team. • Investigate special cases like thermal incident and SRS/SRP system• Demonstration of Service and technical Bulleting to Master technician for effective information sharing. Analysis and reporting: • Conduct monthly analysis of number of issues raised by dealer and segment. Identify weak areas and trainings needs with technical trainer. Prioritize and prepare list of top 5 technical issues on a quarterly basis and report to Service head. • Coordinate with warranty Team for warranty audit at workshop• Handling of Escalated Technical complaint and update to CRM HeadTraining: • Attend trainings on latest technical features and updates at HQ. Share information with technical team and technical managers at dealerships. • In case of new launches, support Training manager, Share updated technical documents and information from RVA(Renault Virtual Academy( training website with team members. Show less