• Monitoring Technical Help desk and the cycle time for resolution• Availability and Maximizing Certification percentage of Diagnostic Experts in Dealerships• Publishing Case studies and Investigation reports for typical complaints faced• Joint investigation report with the Plant team for resolution of first time complaints• Analysis and control of Re visit jobs• Monitoring and improving Repair Quality score related to Customer satisfaction• Achieving the Recall campaign completion percentage within the stipulated Timeframe• Availability of Special Tools and Equipment required for critical diagnosis and repairs of vehicles.• Continuous training on Product improvement modification guidelines to Channel Partners.• Extensive usage of diagnostic software’s for troubleshooting electrical faults in the vehicle, analysis of vehicle parameters for extensive data study pertaining to vehicle performance.• Usage of diagnostic software for extensive analysis of incorrect configuration in vehicle modules and resolving the related issues.• Conducting DET and Technical meets offline on a periodic basis with Channel partners for dissemination of Product update information , diagnosis guidelines, discussion on dealer s performance. •Lia nosing between PLANT and Field team Channel partners for proper collection of Product feedback leading to continuous improvement.

Handling Collision repair Operations across the group related to Ford for 6 locations in Karnataka and Tamilnadu.Ensure profitability through increased revenue, throughput and vehicle load.Ensure Customer satisfaction through stringent process adherence.Ensure adherence of the Body shops as per Ford BSQC standards (Body shop Quality care).Responsible for Manpower recruitment and training.Co ordinate for manpower training with associated vendors to enhance the skill level.Reward and Recognition of performing manpower through Incentives and associated schemes.Co ordinate with various locations to ensure control on Financial outstanding from customers and Insurance companies.Co ordinate and meet with Insurance companies to enhance business.Control on Paint to labour ratio through continuous monitoring of paint consumption and training of paint manpower.Implement the findings brought about through vendor audit for improvement in process and business.Conduct regular Insurance Surveyors meet across locations leading to improved business relationship.Ensure procurement of relevant Tools & Equipment for smooth running of Body shops

 Ensure SSS achievement as per the company target Meet Dealer expectations from Principals and Customer expectations through a team of after sales executives. Analyze Dealer performance, identify area of improvement and to devise and implement strategies to improve Dealer performance. Ensure adequate Dealer workshop coverage as per norms. Expand and develop dealer and aftersales network as per company needs. Service Marketing to increase GMI part sales and high customer retention. Supervise, guide and ensure that the dealer personals are trained and motivated to maintain high level of customer service and customer enthusiasm. Ensure dealer requirement of technical expertise along with workshop management system to achieve highest SSI. Ensure MIS management Dealer / warranty audit. Ensure activity of Service camps, on job training are carried out at dealerships. Customer complaint resolution and system correction at dealerships. Enhance customer retention through programs like Extended Warranty, Road side Assistance by increasing their penetration. To meet the targets of SSI / CSI ( Internal & external) Implementation of Project LAGAAN standards at Retailers. Monitoring and achieving Parts target at respective locations. Provide technical support to retailers and satellite service outlets. Give product related feedback to Plant / head office. Dealer training monitoring

 Handling of Typical Unresolved technical complaints at the dealerships both at person and by remote guidance to the dealerships. Conducting joint investigation with the Plant or ERC team for better understanding of behavior of the new product. Monitoring Technical Help Desk- roll out and implementation at all dealerships. Conducting on the Job training both at dealer level and Regional training center level about new products, updating etc. On the job training for Dealer staff to reduce Repeat complaints and revisits. Analyzing the checklists and Diagnostic softwares used for diagnosing typical complaints on cars and giving regular feedback to Head Quarters for improvement. Monitoring and improving key performance parameters of Dealerships such as Repeat complaints, Re visits and Repair quality. Implementation and monitoring of Kaizen activities at Dealerships Initiated Diagnostic Experts meet across the Region. Initiated SKILL TEST for Diagnostic Experts up to the National Level. Implemented Kaizen at 5 Service centers in Karnataka and AP

1) Implementation of Service policies at dealership as per the company norms.2) Ensure Customer satisfaction by adhering to Workshop processes and high delivery standards.3) Provide technical support to Customer complaints.4) Audit the dealerships in the areas of Warranty, Service process, Spare parts and Infrastructure.5) Network expansion based on Volume growth and changing market dynamics.6) Service Marketing7) Dealer Manpower Training

1)Understanding the Used car market , preparing strategies to enhance the sale of New cars through the exchange protfolio of used cars. 2) Ensure Dealer profitablity by maximizing the resources at minimum running costs.3) Ensure Customer satisfaction through stringent Quality checks and Certification