Prasanth Sankara Pillai

Taking care of After Sales Service for Light Commercial segment of Ashok Leyland- LCV Vehicles with 8 dealers across Karnataka State.

• Dealer Profitability improvement.
• Dealer Manpower capability development.
• Drive workshop process for improving Caps and CSI
• Ensure Customer Satisfaction
• Provide technical feedback to the technical team
• Customer concern resolution
• Monitoring spare parts and upstream business volumes
• After-sales commercial support to dealers like warranty, free service and pre-sales claims
• Improvement of DSS scores through settlement of claims.
• To do capacity planning along with channel development cell for the mapping of vehicles
• To conduct warranty audits at the given locations to ensure quality products are delivered

• Taking care of complete service and maintenance of vehicles in Bangalore
• Responsible for Vehicle Acquisition (New Cars), Accessory & Hardware Fitment & deployment of New Vehicles, Vehicle Maintenance & Cleanliness, Servicing.
• Preparing Budget for Fleet Acquisition/Service and ensure that all Purchases and Service are within set budgetary limits.
• Identify Dealers/ Vendors for Acquisition of New Vehicles & Maintenance Vendors (i.e. workshops & Service Centres) & proactively build and sustain relationship them and ensure that Company’s interests are best managed.
• Ensure and monitor the performance of new cars introduced into the market and prepare acquisition plans accordingly.
• Vendor/Dealer Relationship and auditing.
• Responsible for warranty and customer satisfaction for the region.
• Maintaining Workshop related Processes & Systems & Maintenance down time and TAT according to SLA.
• MIS reporting and budget planning
• Taking care of Service, Body shop activities.
• Doing quality inspection on vehicles on road and ensure smooth service.
• Responsible for making maximum vehicles Ready to Deploy.
• Responsible in repeat job analysis of vehicles and cost cutting study.

• Responsible for Service Network and Supplier Network for the region to Purchase, Maintain and Sell the vehicles in a cost effective manner to maximise the profit margin.
• Responsible for service and accident repairs of the vehicles for the region.
• Client Servicing and Relationship Management
• Maintain a cordial and healthy relationship with manufactures, dealers, client co-ordinators and vehicle users in the Region/State/City
• Have a control mechanism in place to check the SLA’s, Terms and conditions and Operating guidelines are followed.
• Negotiate with the Suppliers/Dealers/Service providers based on the volumes on discounts, incentives and special benefits/offers which can be passed on to Clients/vehicle users
• Carry out cost benefit analysis before taking any decision which involves cost to the company and make sure that the decision satisfies the interest of the user, Arval and Service provider
• Data base Management-Purchase, Service and Repair, Accident repair, Car Resale, Goodwill services

Handling complete operations of the company, taking care of customer complaints and ensuring timely resolution of same


Technical Service operations
ü Planning and effecting preventive maintenance schedules of various equipments to increase the equipments up time/ equipment reliability; thereby accomplishing planned production targets.
ü Proactively identify areas of obstruction/ breakdowns and take steps to rectify the equipments through application of trouble shooting tools.
ü Executing cost saving and energy saving techniques/ measures and modifications to achieve substantial reduction in O&M expenditures and work within the budget.
ü Troubleshooting technical problems arising in the systems.

Customer Service
ü Managing issues pertaining to customer complaints by regular follow ups.
ü Maximising CSI (customer satisfaction index) by providing efficient after sales services.
ü Handling and solving problems related to technical and warranty issues.
ü Collecting and collating data on specific complaints and work on them to counter measures.

Coordination
ü Managing dealer operations for providing quality technical service assistance to the clients.
ü Conducting training programmes for dealer workshop personnel on the technical issues to keep them informed about the modifications and changes.
ü Generating and maintaining MIS and various records on complaints, feedbacks, suggestions, resolutions, concern areas etc. Also maintaining ISO documents.

People management
ü Supervising and guiding a team of junior engineers, providing training on modern service tools, ensuring optimum performance
ü Managing & motivating the service team for achieving preset revenue targets and ensuring optimum performance for business development.

Four years of work experience in automobile Service sector with specific exposure in Workshop administration, Customer support, Complaint handling, providing technical assistance in most modern service tools, training technicians & ISO Documentation.An ISO 9002 certified and a dealer of Maruti Suzuki, dealing with sales & services of Suzuki vehicles.

Significant Contributions
Instrumental in streamlining operations and introducing various service promotion activities, improvising existing service system procedures & organising employee in-house training sessions
Have successfully initiated employee performance appraisal in order to motivate the employees and improve their operational efficiency.