Pankaj Malviya

General Manager (Service) in Automobiles dealership

pm.tata@hotmail.com

Automobiles Service Operation /Customer Relationship Management with a growth oriented organization of reputeOver 18 years of experience in Automobile Services & Development, Service Operation, Workshop Management, Customer Care, Increased the Probabilities up to maximum at the minimum overhead expenses, minimise the warranty, same day delivery, customer retention, Value Added services etc are the main concerned of my routine working. I have spent more than 18 years in the field of Automobiles Services. During my working, I had handled every conceivable type service related problems and learned how to schedule my time for optimum efficiency. I had learned also that "how to build & maintain the skilled and motivated staff that gives the customers what they want and deserve.Warranty Claim Processing and Management:-X. Obtain, validate and query as necessary, all claim information available from job cards, vehicle history, technician notes and other sources as appropriate.X. Record & process claims using factory & concessionaire systems & procedures, using their references & control data to transmit all such claims for payment.X. Query & discuss as necessary with the After sales Manager any claims that are dubious in nature or of concern as to the likelihood of rejection.X. Record accurately details of sub-let or specialist services used in order to ensure that claims for these sums can be substantiated. X. Correct & resubmit rejected claims where it is felt that the claim is valid. Reporting on claims rejected for which a resubmission is not possible.X. Proactively investigate overdue claims & discuss issues raised withmanufacturer/concessionaire representatives & fellow staff as appropriate.X. Inspect parts returned under warranty & maintain a record of such inspections.X. Control all filing and archiving of claim paperwork to ensure a clear audit trail which can be clearly followed and proven to any manufacturer’s/concessionaire’s warranty auditor.

Work Experience

Shiva Autowheels Pvt Ltd.

General Manager Service

Jan 2017 - Current

External communication with customers.Appointment scheduling as per work load.Welcoming the customers & Service Consultation with the customers..Vehicle delivery & Post repair care.Customer Camps and Event Management.Front office Management, These are the daily schedule for the Workshop Management as follows.

Vinayak Chevrolet Ltd.

General Manager (Service and Spare Parts)

Dec 2014 - 2016

Communication Skills.Proactive Management Skills. Leadership Skills.People Management Skills. Decision Making Skills Problem Solving Skills Service Oriented Skills

Ensure the principle standards are always maintained leading to high CSI
Increase customer market share.
Establish Yearly Staff Training Targets
Monitor Service Fill rate on daily basis.
To conduct regular surveys of competitors in the local market.
To prepare and submit accurate KPI report by end of every month.
To audit & review General Tools, SST's and Equipment maintenance register every month.
To audit & review open and closed RO on a daily basis.
To monitor & audit Warranty Claims on monthly basis.
Ensure a safe working environment and 4S
To audit the results of Quality Control Inspections
To monitor FIR sent to get approval.
Attend all new model-training courses and conduct in-house training for all technicians.
Monitor & Ensure that all vehicles are fitted with adequate courtesy items
Acknowledge good performance.
Conduct regular Technician meetings
To conduct regular internal meets between parts, service & sales.
Ensure the service shop operation meets the requirements of the local environmental authorities
Maintain clear and open communication between service shop job-controller, Service Advisors and Parts Department.
Train & advise Service Advisors possible sales and profit opportunities

Hyundai Motor India Ltd

General Manager (Service)

Jan 2014 - Nov 2014

Ensure the principle standards are always maintained leading to high CSI
Increase customer market share.
Establish Yearly Staff Training Targets
Monitor Service Fill rate on daily basis.
To conduct regular surveys of competitors in the local market.
To prepare and submit accurate KPI report by end of every month.
To audit & review General Tools, SST's and Equipment maintenance register every month.
To audit & review open and closed RO on a daily basis.
To monitor & audit Warranty Claims on monthly basis.
Ensure a safe working environment and 4S
To audit the results of Quality Control Inspections
To monitor FIR sent to get approval.
Attend all new model-training courses and conduct in-house training for all technicians.
Monitor & Ensure that all vehicles are fitted with adequate courtesy items
Acknowledge good performance.
Conduct regular Technician meetings
To conduct regular internal meets between parts, service & sales.
Ensure the service shop operation meets the requirements of the local environmental authorities
Maintain clear and open communication between service shop job-controller, Service Advisors and Parts Department.
Train & advise Service Advisors possible sales and profit opportunities

MOTORS AND GENERAL SALES LTD.

General Manager (Service)

Dec 2011 - Dec 2013

Motors & General Sales Ltd. is the major group for the Tata Motors, Commercial Vehicles in the Northern India. This is most older groups of companies, which are generaly involved in Body Fabricating, AC Coaches and Sales and Services for all the commercial products of Tata Motors Commercial only. More than 3000 nos of employees are working here and it is the only company which has best HR Policy for their Employees.This company has 3000cr trun over and avail sale services, 20 Nos of fully automatic workshops. Give onsite and offsite services for the Tata Customers since 1965..

GENERAL MANAGER

Nov 2010 - Dec 2011

CUSTOMER SATISFACTION, WORKSHOP MANAGEMENT, SPARE PARTS PROCUREMENT, TIMELY DELIVERY, COST AND TIME DEVIATION, FLOOR MANAGEMENT, SPARE PARTS INVENTORY ETC

Service Manager

Dec 2009 - Dec 2010

Communication Skills.Proactive Management SkillsLeadership Skills.People Management SkillsDecision Making SkillsProblem Solving SkillsService Oriented Skills

Sr. Manager Service

Apr 2003 - Dec 2009

ISO CERT. CO.) FOR THE POST OF SR. WORKS MANAGER (SERVICE), I was working for M/S Fortune Cars Ltd. (an ISO Certified Co.) Navi Mumbai with same job responsibilities. Fortune cars is a sister concern of M/S Unitech Automobiles Ltd. Mumbai , and have all the modern facilities for the Sales, Service & Spares for Tata Motors Passanger Cars and Commercial Vehicles. Actively involved in 3S for TML products,(PCBU & COMMERCIAL Vehicles)Played a key role in Automobiles sales and Services for TATA Motors & Fiat India Ltd. Products in entire Mumbai, Navi Mumbai and Thane.3.MOTOR SALES LTD. (Lucknow, Allahabad & Gorakhpur) joined as a Service Advisor and promoted for the Post of, Job Controller and up to Works Manager. (September 1998 to March 2003)Highly motivated, positive and goal-oriented Professional with over 12 year comprehensive experience in Automotive domain. Fully qualified and experienced to handle functions of Maintenance and service delivery in the automobile sector. Strategic planner skilled at both short - and long-term goal setting. Recognized as a top performer consistently achieving goals. Interact well with people of diverse backgrounds, cultures, professional levels. Strong team working, leadership, interpersonal and multi-tasking skills

Service Manager (Customer Support)

Nov 2003 - Jul 2008

Good exposure to workshop operation, Part procurement and inventory Management, Monthly budgeting, and MIS reporting. Workshop management, provides after sales service and technical support on the workshop floor..Monitor control and improve service performance.Warranty management and quality inprovement.provide customer support.Monitor and support service activities.Control spares/Consumables stock and their improvement.Problem solving ability.Strong on systems and process orientation.Maintain the necessary records and submit reoprts as specified by the organization.Co-ordinate with sales team for various activity when needed.Good verbal and written communication skills'..

Training in charge

Aug 1999 - Nov 2003

Job ProfileExternal communication with customers.Appointment scheduling as per work load.Welcoming the customers & Service Consultation with the customers.Close Monitoring on opening job order & internal service organization (work allocation).Vehicle delivery & Post repair care.Attended TATA Motors and Fiat India Ltd. Rajangaon, Pune, Training on (Introductory Module, Engine Management System, Manager Service Module 1& 2, Turbocharger and FIP, Differential & Gear Box etc.)AcademiaB.E. (Automobiles) from BANGLORE UNIVERSITY and completed in 1995 with 61.03% marksIn final year of Automobiles Engg.IT Skills & CTCConversant with Windows, MS Office, MS Word, WINDOW, PPT, Excel, Word, CRM DMS (Seibel) etcPresent CTC Rs. 4.5 lacks. (Including of Car, Residence and Mobile)Reference: Mr. Ali Zaidi

Tata Motors

Sr. Manager for Automobiles Services and Maintinance

Aug 1996 - Aug 2003

M/S Fortune Cars Ltd. I am working for TML's authorized dealership.

Education

SRI SIDDAGANGA INSTITUTE OF TECHNOLOGY

B.E. MECHANICAL ENGG MECHANICAL ENGG

1991 - 1995