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- 1. BRAHAM PRAKASH Mobile: 09811732806 / 09718195235 / 09582133364 E-Mail: bpkumar124@yahoo.co.in Aiming for assignments in After Sales Operations / Sales / Customer Relationship Management (CRM) / Channel & Network Development with a leading organisation PROFILE SUMMARY 揃 Mechanical Engineer with 13.5 years of experience in: ~ Service / After-Sales Operations ~ Channel Partner Management & Network Development ~ Customer Relationship Management ~ Sales (AMC / Extended Warranty & Spare Part) ~ Service Centre Management ~ Training & Development 揃 Currently associated with Suzuki Motorcycle, Gurgaon as Regional Manager Service, Gujarat 揃 Skilful at monitoring & motivating the workforce & Channel Partners to enhance their efficiencies, assisting them to deliver quality services to clients and channel profitability; built distribution network with reliable dealers 揃 Resourceful at maintaining business relationship with customers to achieve quality product and service norms by resolving their service related critical issues; merit of achieving highest CSI & PSF/TNS scores and registered lowest no. of complaints and complain resolution time 揃 Hands-on expertise in handling service operations along with implementation of various techniques for improving the process operations along with cost effectiveness 揃 A keen communicator with honed interpersonal, problem solving & analytical abilities AREAS OF EXPERTISE 揃 Managing the service operations with focus on implementing policies & procedures as well as developing and streamlining systems; executing sales plans and ensuring accomplishment of business goals in assigned regions 揃 Defining channel requirements, establishing the sales & service network, monitoring post service activities like follow-up with customers, service reminders, etc. 揃 Networking with financially strong & reliable distribution partners that results in deeper market penetration as well as improved business share 揃 Communicating product feedback with focus on effectuating the modifications in products and improving the entire product performance 揃 Ensuring speedy resolution of queries & grievances, maintaining excellent relations with clients to generate avenues for additional business 揃 Supervising and monitoring the performance level of Sales & Service Staff for ensuring superior customer service and accomplishment of sales targets 揃 Effecting preventive maintenance schedules of various equipment to increase machine up-time & reliability 揃 Identifying areas of breakdowns and taking steps to rectify equipment through application of troubleshooting tools ORGANISATIONAL EXPERIENCE Since Feb14: Suzuki Motorcycle, Gurgaon as Regional Manager Service, Gujarat Role: 揃 Leading a gamut of tasks entailing product support, network expansion & services with a team of 4 members 揃 Involved in network development at identified location 揃 Aiming at setting a new standard in customer care and standard service quality across network through: o Trained and competent manpower
- 2. o Installation of effective internal process o Availability of spare to minimize downtime of vehicle o Constant monitoring of work quality and response downtime 揃 Overseeing product feedback on the resolution of complaints, analysis of customer feedback and sharing constructive feedback with technical cell for product improvement 揃 Handling reduction of warranty as well as maintenance cost to customer Jan10-Jan14: Tata Motors, Dehradun as Area Service Manager CVBU Service, Dehradun 揃 Key driver of after sales activities, sales, training, technical services to Channel Partners 揃 Assessed technical feedback / queries received from market & coordinated with QA & Engineering teams for failures in market and propounding apt countermeasures 揃 Organised trainings for Channel partners at TATA Training Centre, India for newly launched products / existing products 揃 Oversaw warranty cases / field technical information report received from channel partners 揃 Took part in service campaigns / clinics / auto shows organized by CP-(Channel Partner) 揃 Assisted distributors related to infrastructure development / layout designs / workshop development / customer care & service marketing activities per TATA norms to augment workshop service load (vehicle inflow) & profitability 揃 Collaborated with channel partners for warranty settlements / goodwill claims / revision of warranty norms 揃 Offered service supports to authorized dealers & repair centres; worked towards achieving at least 90% vehicle uptime & optimum bay utilization 揃 Handled liaison with Ancillary Suppliers / OEMs for campaigns & product failure investigation 揃 Achieved targets for selling AMCs, Spare part, Recon engines and extended warranty through service outlets Highlights: 揃 Successfully converted the non-viable AMC site to viable site 揃 Distinction of achieving: o Highest CSI o Highest PSF/TNS score o Lowest no. of complaints and lowest complain resolution time o Highest network expansion 揃 Got transferred and promoted to ASM Uttarakhand and handled it independently for an entire year 揃 Distinguished efforts towards securing 3rd place (PAN India) for the Uttarakhand office in entire north with regards to Vehicle per bay, Labour per bay, Parts per bay, etc. Aug06Dec09: Ashok Leyland, Gurgaon as Deputy Manager Customer Support, Commercial Vehicles Role: 揃 Maintained effective relations with clients to generate avenues for additional business 揃 Analysed the product performance in field for providing feedback to Technical Cell / Respective Plants / QA teams for product customization 揃 Conducted various technical conference / trainings to educate customers / drivers / local mechanics & end users 揃 Rendered service supports to authorized dealers & repair centres; worked towards achieving at least 90% vehicle uptime & optimum bay utilization 揃 Supervised and audited service outlets activities at dealers / repair centres network in terms of AMCs / warranty / chargeable jobs attention, post warranty attention, skills sets of mechanic & optimum bay utilization & repair time analysis 揃 Coordinated with Ancillary Suppliers / OEMs for campaigns & product failure investigation 揃 Implemented PQRST approach to achieve customer satisfaction and improve workshop profitability 揃 Served as a Team Member of CFT to enhance the workshop profitability of commercial vehicles dealers in North 揃 Managed after-sales activities in Delhi-NCR for LCVs / MDVs, industrial engines, passengers, private / project / industrial customers & fleet owners Highlights: 揃 Received an award in 2009 for designing a special tool for effectively cleaning Dry Type Air Cleaners in field, thus reducing the warranty expenditure & failure rates by 30% in mines & other applications
- 3. 揃 Successfully achieved targets for selling AMCs & Spare Parts through service outlets by 95% 揃 Essayed a key role in conducting Free Service Campaigns to boost customer & product awareness Jun01Aug06: Punj Lloyd Ltd., India & Kazakhstan as Senior Engineer - Plant & Equipment Role: 揃 Anchored repair, maintenance and overhauling of earthmoving and construction equipment / vehicles (two & four wheelers) 揃 Executed troubleshooting & failure analysis of the equipment related problems 揃 Oversaw the activities of workshop with different kind of machine tools & maintenance of machines like Lathe, Milling, Shaper, Drilling, Boring, etc. 揃 Handled total preventive maintenance planning & scheduling and managed inventory control & spare parts procurement 揃 Updated and maintained all records related to equipment / vehicle 揃 Involved in technical evaluation & discussion with vendors for warranty & Insurance company for insurance claim APPRENTICESHIP Jun00 Dec00 Yahama Motors Ltd., Faridabad as Trainee TRAININGS 揃 Products of MICO, RANE-TRW, ZF, Fleetguard, Meritor, CD-TVS, Lucas, Brakes India, etc. 揃 Basic Tech Skills-Foreman Training Institute, Bangalore 揃 Effective Marketing Management Programme at XLRI, Jamshedpur 揃 Winning Edge Training for ASM at TATA Management Training Centre, Pune ACADEMIC PROJECTS Title : Project 3051 Synopsis : A project undertaken by M/s Ashok Leyland Ltd. for improvement of market share. The project was implemented in Delhi / NCR to increase vehicle visibility & to boost customer confidence by providing service / spare parts, identified some local mechanics on National Highways & were trained on AL products. Identified some spares parts distributors & interviewed drivers / customers regarding vehicle buying decision, To sum it all, service & spares parts availability was made high to grab market share through service availability & CRM. Highlight : An improvement of 8% in vehicle visibility was recorded in 6 months time from launch of project Title : Project L90 Synopsis : An Exercise to find out Life of the vehicle aggregates. The benefits include knowing the life cycle, MTBF failures, and performance after years from mfg. in different applications. Project was done for Haryana state transports undertaking for duration of 1 month. ACADEMIC DETAILS 2001 B.Tech. (Mechanical Engineering) from YMCA Institute of Engineering, Faridabad, MD University, Haryana PERSONAL DETAILS Date of Birth : 8th June, 1978 Languages Known : Hindi, English & Russian Permanent Address : House No. - RZF 1/13A, Gali No. 1, Block No. 1, Mahavir Enclave, Delhi - 110045