Chikku Mohan

9 years varied experience in the Automotive industry as Service Manager, Dealer business consultant, technical manager. Proficient in people management, after-sales processes, sales processes, business development, customer Relations, warranty procedures.
Responsible for various dealer KPIs like profitability, customer complaints, Customer satisfaction Index, quality of service, manpower training for a cluster of dealers. Implemented marketing strategies for customer retention.
Energetic Automotive Service Manager with a solid history of achievement in the Business targets. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include Management, Achievement, and Decision making.
Providing technical solutions for complex concerns related mechanical, electrical and software to dealer technicians in Suzuki 4-wheeler vehicles onsite and remotely. Identifying root cause for failure using systematic problem-solving methodologies and keep a close track of failure trends. Work in close co-ordination with dealer warranty personnel to negotiate and close warranty concerns.

SERVICE MANAGER – AFTER SALES
Maruti Suzuki India Ltd (Suzuki – 4 Wheelers)
Maruti Suzuki India Ltd is India's largest passenger car company accounting for over 43% of the domestic car market TIV with 4000+ service centers. This company is a subsidiary of Suzuki Motor Corporation, the Japanese car and bike manufacturing giant.
11/2018 – 07/2022 Hyderabad & Cochin, India
Achievements/Tasks
Service Manager responsible for performance of 8 Dealer groups with 52 workshops with Service Load of approx. 10000 vehicles/month and revenue of $14.3 lakhs. Monitor and suggest ways to improve business development, operational effectiveness and Customer Satisfaction in workshops.
Plan, align and execute dealer KPI’s like revenue, Turn Around Time, Customer Satisfaction Index, productivity, revisits, Customer complaints, training level, digital parameters, Mobile service support etc. to improve business performance.
Increasing business revenue by 9.4% by improving customer retention by 4% in region. Highest free and first paid service retention scored in region against National average. Rolled out Extended Warranty incentive, Cost protection plan and Consumer convenience charges structure with dealer to all manpower and increased the penetration to 82% from 71%.
Enhance dealer business reach and Customers engagement by envisaging and implementing marketing campaigns and Customer meets. Successful implementation of ‘Service on wheels for Nexa brand’ business model in 1 dealer in the territory with 3.5 productivity.
Regional Coordinator to increase utilization of digital parameters for enhancing Customer delight and successfully increased from 73% to 91% across region.
Responsible to analyze carpark and suggest possible locations to dealer for establish NEXA brand workshops in potential locations.
Responsible to track and ensure timely completion of Recall executions in the market through collaborated planning and execution with dealer partners and internal stakeholders like Spare parts, Legal, Sales etc. to effectively complete recall in the market as per the time line.
Special assignments to attend 3500 flood affected vehicles in time of 3 months and was a part of coordinating team for arranging spare parts, manpower from other regions and executions of repair on vehicles in different dealer locations (Oct – Dec 2020).
Reduction in customer complaints by 30% on systems and process followed at workshop by ensuring implementation of Standard Operating procedure and adequate manpower availability at workshops.
Improving technical skills and diagnostic abilities of dealer service team as well as drive efforts to increase First Time Right, Turn Around Time and uptime. Conducting warranty audits at dealerships to ensure polices and correct repair procedures are followed and also respond to dealership warranty claims.
Implementation of digital enhancements for customer delights and maintain transparency among customers to improve customer engagement Index score. Process audit, Service Assurance Standard audit at dealerships for improving customer satisfaction and ensuring Standard Operating Procedure followed.

Bachelor of Engineering in Mechanical from PSN Institute of Technology and Science

Diploma in Automobile Engineering from Government Polytechnic College