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Piyush Kumar Rai

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PIYUSH KUMAR RAI

Contact No.: +91-7572036036


E-Mail: pkrai163@gmail.com

CAREER OBJECTIVE:
 Seeking a challenging position in developing and implementing mechanical
solutions and to use my skills for the growth of an organization, so that to get
good chance to grow and an ample opportunity to learn, excel and prove myself.

PROFILE SUMMARY

 More than 8 years of experience in Service, after sales operation and customer servicing in
Automobile industry.
 Proficient in service operations inclusive of ensuring the delivery of excellent service,
implementing various standard operating procedure and service norms.
 Solution-driven, customer centric professional with significant experience in handling all
aspects of service functions encompassing field service.
 Skillful at monitoring & motivating the workforce to enhance their efficiencies & assisting
them to deliver quality service to the customer.
 Spearhead troubleshooting in bikes and resolved all technical issues.
 Possesses sound problem solving, people management, presentation and customer
servicing skills.

AREAS OF EXPERTISE

 Managing service operation with focus on implementing policies & procedures.


 Provide post- sale service operation while ensuring customer satisfaction and business
retention.
 Ensuring the operations at the service points match the company’s standards.
 Identifying improvements areas & implementing measures to maximize customer
satisfaction.
 Carrying on customer centric operations and ensuring customer satisfaction by achieving
delivery and service quality norms defined by the company.
 Performing complex technical operations which involved planning and selecting
appropriate equipment’s, services and techniques to achieve desired results in an
economical manner.
EMPLOYEMENT DETAILS

1. Mahindra & Mahindra Ltd. (Aug’16 – Present)

Job Title: Manager – Service

Reporting to: Regional Customer Care Manager, Lucknow

Duties & Responsibilities:

 To guide the Service Mechanics in technical problem solving and de-bottlenecking


at the dealerships.
 Analyzing the CSI score and plan and implement the activities across the region for
the improvement of the score.
 To increase dealers profitability by service schemes like annual maintenance
contracts, service improvements etc.
 Customer Satisfaction-To decrease % of customers giving 'not happy' rating in
overall experience during TechM PSF call (only sample calls).
 To complete all the service action initiated by the company within 120 days.
 To train and upgrade the trained technician to next level with coordination with
MILE.
 To increase service retention by 10% YOY, ensuring SDD 90% and meet spare
parts target for superior business performance of the dealership.
 To project the service activities, initiatives taken in the area office in the
organization for cross fertilization of ideas.
 To provide a single window between the area office and the other departments of
the company on all service matters.
 To provide feedback on competition new service schemes launched to the head of
service and the zonal sales managers.
 To interface with the marketing service cell and the manufacturing cell at the HO
for speedy resolution of service issues at the area office like pending warranty
claims, chronic problems, etc.
 To audit new dealership for approving it for commissioning
 Conducting service audits periodically as per the company norms.
 Product training of the dealer, workshop manager & service mechanics.
2. Bajaj Auto Limited (KTM-India and Kawasaki Ninja) (June’14 – July’16)

Job Title: Area Manager – Service

Reporting to: Service Head, Pune

Duties & Responsibilities:

 Area Service Manager for 3 states (UP East, Bihar and Jharkhand).
 Highlighting the technical issues from field through TFR (Technical Failure Report)
and update back the field service network on the same with the supporting
information and modifications.
 Highlighting the process & service related issues from field through PFR (Process
Failure Report) and implement / put in practice the necessary alterations in service
processes, after analysis, to ensure better productivity as well as profitability.
 Conducting periodical training programs for the dealer technical manpower, through
training center allocated for the region and technically update the service manpower
with the new product launches.
 Visiting dealerships in the area and conduct OJT (On Job Training) in the workshop
floor for the technicians & other service staffs to brush up and fine tune the
technical ability of the team.
 Organizing events like rides and track races in co-ordination with the various racing
sports clubs and motor sports departments in the region.
 Conduct customer meets, rides with customers and ensure customer satisfaction and
delight.
 Conduct timely SQI (Service Quality Index) audits in all the dealerships of the
region and ensure the dealerships are working on 100% standards and quality
indices as set.
 Conduct monthly meetings with dealer Works Managers and General Managers to
review the service performances of the dealerships and set action plans for the
coming months with better performance levels in all service parameters, including
profitability.
3. ROYAL ENFIELD LTD (A UNIT OF EICHER MOTORS LTD.) (Nov’11 – May’14)

Job Title: Territory Manager – Service

Reporting to: Regional Service Manager, Lucknow

Duties & Responsibilities:

 Ensuring robust service reminder and post service follow up system in the region.
 Ensuring the adherence to the company standards of response time and resolution
time.
 Analyze the customer complaints and ensure corrective and preventive measure
taken for the quick Redressal of the customer complaints.
 Ensuring the quality repair and the PDI (Pre - delivery inspection) at the channels.
 Institutionalize the ATQ (analytical, timely and qualitative) feedback from field to
HO/Zone regarding the product complaints for improvisation in product quality.
 Ensuring effective implementation of field fixes and SOP to ensure the quality of
repair.
 Update HO with the field fix report that states the fixes implemented at the channel
partners and generation of product feedback report on weekly basis.
 Ensuring the adequate channel manpower (as per the company standards) is
available against the requirement.
 Ensuring works manager capabilities and decision making to manage customer issue
and warranty decision.
 Ensuring the training of channel manpower in coordination with Training Centers
across the assigned region for effective implementation of SOP and field fixes.
 Ensuring the collection of the feedback from network partners regarding the
manpower training to measure the effectiveness of training.
 Ensuring 100% FSC redemptions at the regional level.
 Plan the service promotional activities like FCC, Customer meets across the region
for building the positive word of mouth in the market.
 Ensuring the genuine oil usage, tools and equipment’s availability at workshop
across the region.
 Ensuring the optimum utilization of area workshops to increase the % of customers
satisfied.
KEY ACCOMPLISHMENTS FROM WORK EXPERIENCES:
 Taught me the art of handling people (from an industrial gate security personnel to the
Managing director of a chain of Motorcycle dealerships)
 Improved quality of my interpersonal, negotiation and technical skills with further
enhancing my art of getting things done.
 Intensified my basic technical knowledge which unraveled most complex engineering
designs and mechanisms
 Understood the power of follow-ups and technical analysis.

EDUCATIONAL CREDENTIALS:

 B.Tech in Mechanical Engineering from Gautam Buddh Technical University,


Lucknow in 2011 with 78.96%
 12th in Science from Rasphil Academy (CBSE), Lucknow in 2007 with 80.2%
 10th in Science from Rasphil Academy (CBSE), Lucknow in 2005 with 77.8%

CURRICULUM PROJECT:

Project Title “HUMAN HYBRID ELECTRIC BIKE”

Brief Overview of Project: The goals of the project were to design and
integrate an additional power transmission drive
to an existing mechanical bike. We projected that
we would be able to control the systems
synchronously through electronic control
interfaces. Our p r o j e c t focus w a s
p r i m a r i l y t o design a system capable of forward
drive and electrical regeneration.

INDUSTRIAL TRAINING:

 1 month training on Mechanical Governor at Locomotive Workshop Northern


Railway, Lucknow
 1 month training on Mill Wright M/C Shop at Locomotive Workshop Northern
Railway, Lucknow .
 1.5 month training on CATIA V5 at Cetpa infotech, Lucknow.

IT SKILLS

 Well versed with:


o MS office (Word, Excel, PowerPoint, Outlook)
o C, C++, CATIA
PERSONAL PROFILE:

NAME : PIYUSH KUMAR RAI


GENDER : MALE
MARITAL STATUS : MARRIED
LANGUAGE(S) KNOWN: ENGLISH, HINDI
CONTACT ADDRESS : B-42, SHIVPURI, KALYANPUR, LUCKNOW, UP-226022

DATE OF BIRTH : JANUARY 01, 1989

DECLARATION:
I hereby declare that the above-mentioned information is correct up to my
knowledge and I bear the responsibility for the correctness of the above-mentioned
particulars.

Place: Lucknow (Piyush Kumar Rai)

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