Anand Venugopal

Experience

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  Automotive Manufacturers Private Limited

  Aug 2007 - Jul 2010

  Service Engineer

  • Responsible for diagnosis and rectification of technical complaints in the vehicles.• Measure of performance report for service personnel• Responsible for customer satisfaction• Communicate effectively with Customers in order to resolve issues and maintain a high level of Customer Satisfaction (includes both internal and external customers).• Gather, analyze and distribute information related to customer needs, expectations and perceptions• Feed back in product performance and product improvement and prepare PPR.• To assist in spare parts requirements in co-ordination with spare parts division• Provide Breakdown assistance for the off road vehicles to make it available on road.• PDI analysis reports.• Attending Major overhaul jobs related to Engine, Transmission, brake System.• Cost and estimation analysis, preparing and releasing the estimation sheets.• Warranty Claims preparation and forwarding same to OE principals.• Reducing Warranty cost and Good will replacements by in depth complaint analysis • Warranty analysis-CAPA on time- closure of field issues with actions.• Analyzing product failure and forwarding same to principals.• In case of any repeat repairs, analysis to be done to ascertain the reason for repeat repair and systemic corrective actions to be initiated. • Identify the requirement of technical training for the technicians and work out in- dealership as well as Ashok Leyland training plans for them Show less

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  T V Sundram Iyengar & Sons Limited

  Nov 2014 - Apr 2015

  Service Engineer

  • Responsible for diagnosis and rectification of technical complaints in the vehicles.• Attend major overhaul jobs related to Engine, Transmission, Fuel injection pump and Air brake system.• Ensure Customer satisfaction & enhance CSI of setups • Ensure profitability of Dealer and TASS setups and monitor their performance.• Ensure fulfillment of network expansion plan and workshop profitability plan• Ensure spare parts off take and facilitate achievement of sales targets for parts. • Facilitate AMC sales in the region of operation and achieve warranty targets. • To prepare budgets for handling warranty claims and contributing towards reduction of warranty cost • Undertake activities like PDI, KMPL trials etc to boost customer satisfaction Make customer visits etc.• Handle any customer complaints/ issues received and ensure their early resolution by coordinating with the relevant parties.• Conduct field training for customers and channel partners• To identify unskilled mechanics and arrange training to them.• Check the failure analysis of aggregates and prepare PPR reports for the failures.• Monitoring the repeat jobs and prepares reports for that jobs.• To prepare work order & estimate in accordance to the nature of work.. • Dealer revenue maximization. Show less

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  JM Frictech India Pvt Ltd

  May 2015 - Jul 2016

  Senior Field Service Engineer

  • To undertake initiatives to provide customer service and support and ensure resolution of customer complaints to maximize customer and channel partner’s satisfaction.• Diagnose the field complaints and rectify the complaint in field.• Support dealers for customer concerns, Technical issues parts etc.• Carry out warranty audit / DEP audit & ensure cost control.• Proper deployment of service processes across the network.• To generate, monitor & implement business plan.• To maintain the customer complaint register and follows with on time closure• Handling quality and warranty related issues.• Ensure customer satisfaction at the highest level through effective services.• To monitor the customer complaints and prepares action status reports for the complaints.• To prepare monthly PPM report and monitor PPM trends.• To monitor the product performance and prepare performance report.• Warranty analysis-CAPA on time- closure of field issues with actions.• Reducing Warranty cost and replacements by in depth complaint analysis• Undertake activities like retro fitment, loading pattern analysis, aggregate life analysis and reliability etc. to improve quality of products and services delivered. Show less

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  Setco

  Aug 2016 - May 2018

  Customer Service Engineer

  • Mapping customer care process and network & working for developing cost effective customer support function• Attending Technical complaints related to the product in the Field, OEM Dealerships and in After market.• Monthly Field visit to the customer site for resolving the technical complaints• Provided positive customer experiences by listening to, and resolving the product issues• Analyzing the technical complaints, troubleshooting and quick responses to the complaints in field• Attending joint investigation related to Technical complaints in the field along with the OE team and time to time closure those complaints.• Visit Dealer workshop and Conducting training programs to enhance technically of workforce, focusing on technical & customer care aspect across the region• Visit Local garage mechanics across the region and gets feedback regarding the product and conveys to the concerned departments for the improvements.• Coordinate with the OE Dealers for conducting service camp across the region.• Supports sales team by conducting service campaign for developing the sales in the region• Conduct Mechanic meet across the region for the awareness of the product.• Visits retailers across the region and build relationships for the business development.• Visits Dealers and distributors for inspecting the warranty parts and reduce the warranty cost by analyze technically in depth.• Prepare Product performance report for the failed parts and complete stipulated time.• Achieving the defined targets in the regions such as sales targets, Training targets etc.• Organizing and monitoring the performance of support operations and product installation services• Takes feedback for the new products from the customers and prepare performance report• Provided timely information by reporting service activities and customer concerns which ensured a high level of customer satisfaction. Show less

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  Godrej & Boyce Mfg. Co. Ltd.

  May 2018 - Aug 2022

  Assistant Service Manager

  • Visiting the customers for generating Service business & evaluating technical jobs like repairs, refurbishing, Overhauling, etc• Analyzing the technical complaints of the vehicle in Field and Customer site• Rectifying the defects in vehicle & overhaul Major Aggregates like Gearbox, Engine, Axles etc• Workout special service support for KAM customers with service Partners• To ensure execution of spare parts order by all channel partners for sufficient inventory and achieving the spare part target.• Develop secondary network for spare parts sales• Guiding the service partners for Manpower/ Facilities and Equipment Optimization• To Maintain MSL on service spare parts Management at channel partners• Collect Feedbacks from customers and Maintain CSI • Collect Feedback on competitors products• Managing Service Guarantee at the Service Partners• Monthly Visit to KAM customers and Monitor service performance of the service partners along with the service co-ordinators• Billing, Booking and collections of AMC, spares and Rental payments from Customers and Dealers• Prepare Product performance report for the failed parts.• Feed back in product performance and product improvement and prepare PPR• Ensure that the work is carried out as per contracts AMC / PMC / CMC schedules & maintain MIS.• Whilst warranty period, Salvage / repair the spare parts to reuse, understand recurring problems of the products, replacement of spares at customers site and sending back items under warranty to HO for proper accounting and documentation.• Provide training to Dealers & customers about up-keepment, maintenance and safety of the Product. Show less

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  One Assist Consumer Solutions

  Sept 2022 - Nov 2023

  Area Service Manager

  • Service Network Performance Management to deliver superior customer experience• Identifying and networking with financially strong and reliable Service partners• Evaluating performance & monitor Service partners related activities for deeper market penetration• Assisting to meet their business targets and achieve profitable ROI• Supervising network, ASC appointment in key areas, technical skills update & trainingEnsuring proper merchandising content across all sales channel partners• Providing necessary training to the Customer Service force regarding product knowledge, institutional dealing and customer handling• Effectively interfacing with people at all levels, managing healthy work environment and inculcating bonded teamwork with high work ethics, simultaneously inflicting a high level of motivation amongst the team to bring out the desired level of work and results. Keeping the team engaged by initiating various project work Show less

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  Urbaser Sumeet

  Jan 2024 - now

  Works Manager