Rakesh Kumar

Experience

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  Apollo Tyres Limited

  Jan 2007 - Jan 2008

  Technical Service Engineer

  Responsible for Inspection of Warranty Claim & Handling market complaints.Ensuring Tyre Technical help to Business Partner by quick claim tyre settlementTraining & Motivating Business Partner for promoting right tyre as per application to fitBrand promotion thru consumer campaign to influence segmented customer basePlanning of Service Activities & Customer Satisfaction.Facilitate Training of OEs Dealer, Dealer Staff & fitters.Organize Customer Campaign for Enhance Product SaleProvide Customer Service Support & gathering Market InformationDealing with Dealers, handling dealer’s queries related to product performance.Raising Product Failure Report to Quality deptt. to resolve the problem Conducting Market Surveys & Technical Satisfaction Surveys for the performance of the tyre.Retained the Rejected Claim customers by Rejected Claim Customer meet programEducating & Training end-users, retreaders, fitters, mechanics, drivers about Tyre Technology and Vehicle Maintenance Show less

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  Exide Industries Limited

  Jan 2008 - Jan 2009

  Sr Office Sales And Servcie

  Responsible for Overall Sales, after sales service and proper operation of spoke.Handled a team of 12 members for proper working of Spoke and other operation.Accountability towards C&F operation, Logistics, Stock Management.Participate in customer meets and technical seminars organized by OEMs. Execution of the market activities of the company.Dealer development & service support to dealer network.Conducting technical training to dealer personnel.Responsible to collect market/customer feedback for product technical enhancement.Settlement of warranty claims & conducting service related surveys.Responsible for data handling and Technical report preparation. Show less

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  Honda Motorcycle & Scooter India Pvt. Ltd.

  Jul 2009 - Aug 2016

  Heading of the Technical section under North Regional Office which looks after the technical support, market claims and product failure information.Sharing and analysis of market failures for new models launched and after counter measure failures for existing models.Conducting Field Visits at dealerships for New Problems and Product issues reported for analysisCo-ordination with Head office for frequent failures or new failures for resolutionWarranty rejection training based on North Region warranty issues to minimize rejection of claims.Interact routinely with Head Office & Field to proactively improve quality of parts, reducing market failure. Show less Heading of the Market Quality Information section under Technical Division which looks after the, technical support, field quality, market claims and helps in reducing warranty cost.Monitoring of top 50 before and after counter measure failures.Sharing and analysis of market failures for new models launched and after counter measure failures for existing models.Conducting Field Visits at dealerships for New Problems and Product issues reported for analysisCo-ordination with quality for frequent failures or new failures for resolution.Sharing Technical Information and Bulletins with dealers, based on Pan India Warranty issues to minimize rejection of claimsInteract routinely with QC & Field to proactively improve quality of parts, reducing market failure.Conducting regular Meeting with the M.Q Department for the discussion on new market issues reported through QIC for Counter measure Initiation. Show less Providing immediate Sales & Service support to the clients for resolving their issues and complaints.Handling Customer Feedback related to Sales and Service of Product.Dealer development & support to dealer network.Organizing Service camps/Technical Seminars for educating customers regarding maintenance of the product.Implementing services policies for ensuring accomplishment of work shop goals.Conducting free service campaigns for increasing the Customer Satisfaction Index.Providing Warranty/Defect feedback on quality.Trainings to New Joining associates in customer service.Coordinating with Sales, Service planning, technical, training & parts team in case of any issue.Assisting junior staff in decision making related to customer complaint/ product problem. Show less

  • Section Manager Market Quality

    May 2015 - Aug 2016

  • Section Manager Market Quality Information

    May 2014 - Apr 2015

  • Sr. Executive Customer Relation

    Jul 2009 - Apr 2014
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  Mahindra First Choice Services Ltd.

  Dec 2017 - Jan 2020

  Franchisee Business Manager

  • Responsible to keep Area (UP-East) profitable by increasing franchise network & spares sale, franchise fee recovery.• Scrutinize prospect’s profile & business acumen to appoint new franchise in the territory.• Monitor sites of upcoming franchisees and extend guidance & approve COS of franchise as per Company norms and standards.• Responsible for ATL, BTL BD Activities like, news paper add, Radio Jingle, TV commercial, Offline marketing, mega camps, corporate tie ups, fleet tie ups, hoardings, wall painting, Kiosk, poll adds, Bonnet Book and Agent Meet etc.• Monitor & guide franchise about marketing awareness and business development activities/ideas to increase vehicle inflow.• Liasoning with all Insurance Companies to get body shop business and for faster claim settlement. For agent meetings and surveyor meetings for better Liasoning.• Monitor franchisees Profit & Loss statement and Provide holistic support to franchisees for its smooth functioning.• Responsible for spares sales, Engine oil sales to MFC workshops, feeding through Lucknow hub and from Varanasi.• Increase customer footfall at all franchisees by implementing the approved BD activities for the franchisees• Responsible for Franchise workshop operations in terms of CSI, TAT, OTD, SDD, Inflow, Revenue profitability, Customer satisfaction, manpower training, business development, PSF, SMR, ticket size, customer retention, insurance renewal.• Promote sale of SMC, WBW, MFC Assure Programme and other MFCSL offerings from Franchisees• Coordinate with Zonal Support team for ensuring support of technical assistance, induction programme, IT/SAP support, etc. Show less

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  KOBELCO Construction Equipment India

  Apr 2021 - now

  Manager