Venkatesh S

Products Handled: Material Handling Equipments (Diesel Forklifts, Electrical Forklifts (AFLTs, Reach Truck, FLTs and other MHEs)

Customer Complaint Closure and Satisfaction:

• Close complaints within specified Mean Time to Repair (MTTR) and ensure customer satisfaction.
• Calculate Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) to gauge customer sentiment.

Profitable Execution and Maintenance of Rental Contracts:

• Ensure profitable execution and maintenance of rental contracts by optimizing resources and minimizing costs.

AMCs and CMCs Order Generation and Renewal Process:

• Generate orders for Annual Maintenance Contracts (AMCs) and Comprehensive Maintenance Contracts (CMCs) and manage their renewal process efficiently.

Dealer Profit Calculation and Parts & Lubricant Target Setting:

• Calculate dealer profits accurately and set targets for parts and lubricant sales to drive revenue growth.

Monthly Review for Dealer Managers and Training:

• Conduct monthly reviews for dealer managers to evaluate performance and provide necessary training for improvement.

MTTF Analysis and Reporting:

• Analyze Mean Time to Failure (MTTF) data to identify frequent failures and report findings to Head Office for manufacturing rectification.

Monthly Billing and Collection from Dealers:

• Ensure timely billing and collection from dealers to maintain healthy cash flow.

Vendor Management and Development:

• Manage vendors effectively and work on their development to ensure quality products and services.

Manpower Training on Technical, CSR, and Other BBS Training:

• Provide comprehensive training to manpower on technical skills, customer service, and other Behavior Safety Skills (BBS).

Safety Audit and Documentation:

• Conduct regular safety audits and maintain proper documentation to ensure compliance with safety standards.

Dealer Process Audit and Ranking:

• Conduct monthly audits of dealer processes and rank them based on performance to drive improvements.

Job Card Closure in EAM and Parts Monitoring in LN:

• Ensure timely closure of job cards in Enterprise Asset Management (EAM) system and monitor parts usage in Logistics Network (LN).

Warranty Approval and Value-added Services Promotion:

• Streamline warranty approval processes and promote value-added services to customers to enhance satisfaction and loyalty.

New Dealer Training, Development, and Monitoring:

• Provide training to new dealers, support their development, and monitor their performance to ensure success.

Essential Parts Management to Avoid Breakdowns and Ensure 100% Uptime:

• Manage essential parts inventory to prevent breakdowns and ensure equipment uptime.
• Implement strategies to minimize downtime and optimize maintenance schedules.

Preventive Maintenance at 100% and Documentation:

• Implement preventive maintenance schedules to ensure equipment reliability.
• Maintain documentation of preventive maintenance activities for compliance and analysis.

Products Handled: Exide, SF, Dynex Batteries 2WL, 3WL, 4WL, LCV, HCV, Inverter Batteries and UPS

Customer Complaint Handling and closing:

• Assign complaints to technicians and ensure closure within TAT.

CCR Report:

• Generate complaint closing reports and handle billing for PCB transformers and child spares.

Service Centre Management:

• Maintain service centers for warranty processes, minimize warranty returns, and manage scrap.
• Hand over responsibilities to the Customer & Field Assurance team.

Sales vs FOC % Reduction:

• Decrease Sales vs Free of Charge (FOC) percentage.
• Minimize Material At Home (MAH) issues in FOC transactions.

Promoting Projects 1.0 & 2.0:

• Implement Service 1.0 (Onsite service & Humsafar) for OEM and non-empowered dealers.
• Introduce Service 2.0 (Batmobile - Doorstep service) for breakdown car and inverter battery customers.

Empowerment:

• Provide training and documentation to empower dealers for increased decision accuracy and on-site replacement.
• Convert non-empowered dealers to empowered by marketing and incentivizing the purchase of required equipment.
• Ensure continuous follow-up to validate decisions and maintain truthfulness

Cut Open Analysis:

• Analyze warranty trends, particularly battery issues, through cut-open analysis.
• Provide detailed reports to the production department for further improvement.

Stock Maintenance on HUPS Spares:

• Conduct physical counts of HUPS spares vs SAP quantity.
• Bill HUPS spares after service completion in the market.

Market Research:

• Survey the market for product performance and quality feedback.
• Identify and address product and service-related queries to maintain customer satisfaction.

Market Visits:

• Regularly visit dealers, distributors, and customers to maintain strong relationships.
• Ensure hygienic contact practices to increase business revenue.

Products Handled : Ashok Leyland's MDV and ICV Haulage, Trucks, Passenger vehicles, Tippers and Tractors

Customer Complaint Closure:

• Close technical complaints within Repair Order Time (ROT) while ensuring repair quality.
• Prepare process charts and focus on resolving repeated complaints.
• Prepare Product Complaint Reports (PCR) to identify root causes and report to R&D for design changes.

CSI and NPS:

• Increase Customer Satisfaction Index (CSI) by building strong relationships and providing support.
• Collect and analyze the Net Promoter Score (NPS) to understand customer loyalty and satisfaction.

Process Implementation:

• Implement systems and processes from Pre-Delivery Inspection (PDI) to Post Service Follow-up (PSF) in all territories to increase quality and efficiency.

Service Revenue and Business Development:

• Achieve yearly revenue targets in parts, lubricants, and labor.
• Increase service market share and develop a strong network for service booking and reminders.

Absorption Ratio:

• Calculate Break Even Point (BEP) for all territories to engage dealers and maximize service revenue.

Customer Orientation:

• Plan monthly campaigns to generate repeat customers and increase awareness of new products and services.
• Maximize sales High Potential (HP) through service.

PDCA, DWM, and QCD:

• Implement strategies based on potential and target orientation.
• Keep service systems up to date and maintain periodic maintenance service schedules.

Inventory and Essential Parts Management:

• Weekly ordering of parts for fast-moving items.
• Conduct ABC analysis of inventory based on territory field applications.

Service Retention and Network:

• Categorize customers and increase network points to provide better service.
• Increase capacity in tools, manpower, parts, and methods.

Internal Audit:

• Conduct surprise audits on various aspects of dealership operations, including process scores, complaint registers, PCR, and technician productivity scores.

Manpower and Training:

• Recruit skilled manpower through interviews to strengthen dealer development.
• Provide technical and marketing training through monthly service review meetings.