MANOJ KUMAR SINGH

Mob: 09412269270
E mail ID: jastora1984@rediffmail.com Alt ID: jastora1984@yahoo.co.in

Middle level assignments in Customer Service/Service Operations in a growth oriented organisation

of repute, preferably in the Automobile/Automobile Allied Industry

Professional Summary

6.5 Years of experience in various field as Customer Service/ Dealer Management /Development. Production
planning in-house quality department, presently associated with Escorts Ltd, Faridabad as Territory
Service Manager. Resourceful at maintaining good relationships with clients to achieve quality product and
service norms. Abilities in motivating workforce in enhancing their efficiencies & assisting them to deliver
quality services to clients. Strong relationship management, analytical & communication skills.

Areas of Expertise

Service Operations/Dealer Management

Ÿ Implementing services policies for the organisation.
Ÿ Appointing authorized dealers, modern workshop, service cum spare parts & lube oil points, in order to
provide valuable services to customers within a short duration.
Ÿ Conducting meetings at dealers premises to discuss the product failures and to update the changes needed
to the product for it’s better efficiency
Ÿ Managing Service Operations with focus on implementing policies & procedures; developing / streamlining
systems; handling Workshop Operations, Warranty etc.
Ÿ Adhering to service procedures with focus on optimising operational effectiveness of equipment and
reducing breakdowns / downtime to minimum.
Ÿ Focusing on generation of revenue through sales of Parts & lube oil.

Client Servicing
Ÿ Monitoring the post service activities like follow up with the customers, service reminders and handling
customer grievances for superior customer service.
Ÿ Enhancing customer satisfaction matrices through on-time delivery of spare parts & monitoring customer
complaints & warranty issues.
Ÿ Organizing Customer Meets, Free service camps, Krishi Melas, Door to door Service, Product feedback
Programme for handling customer grievances and enhancing their contentment levels.

Team Management
Ÿ Supervising and monitoring the performance level of the service staff for ensuring superior customer
service and accomplishment of service and spare parts targets.
Ÿ Organizing regular periodic meetings & trainings for service staff, dealers and sales staff for discussing
current work issues and devising solutions for enhanced operations.

Career Highlights

Since Jan’06 with Escorts Ltd., Faridabad as Territory Service Manager

Notable Accomplishments
 Currently handling Domestic tractors Service responsible for western-up regions.
 Instrumental in organizing Free service camps, Krishi Melas, Door to door Service, Product feedback
Programme as per the target given by H.O
 Pivotal in conducting in depth warranty Audit, PDI and PDI Audit, Installation /re-installation at customer
End.
 Spearheaded operations for conducting training to dealer’s representatives on new products, service &
repair, fault diagnosis & rectifications, factory standard & manufacturer’s specifications & on the user of
special tools & instruments designed to reduce repair down time.

 Appointing authorized dealers, modern workshop, service cum spare parts & lube oil points, in order to
provide valuable services to customers within a short duration.
Feb’04 – Dec‘05 with Mahindra & Mahindra ltd, Rudrapur as Quality Officer.

Notable Accomplishments
 Implementation of QC tools in shop floor quality check points to reduce defect in products.
 Monitoring Iqs Audit, Product Audit, 5s Audit, Torque Audit, Process Audit.
 Root cause analysis of all concern regarding man, machine, and material and solve them from
quality end
 Provide better working methods to prevent defects in working to shop floor manpower.
 Responsible to dispatch zero defect products from company end.
 Provide immediate feedback to respective vendor for their end quality.
 Provide feedback of initial quality of products & final product quality to shop floor manpower

July’03 to Feb‘04 with Honda Siel power products, Rudrapur as technical trainee.

Notable Accomplishments
 Final inspection of final product.
 In-house quality Audits
 In-line Quality Inspection.

Qualification Highlights

2000 Intermediate from Up Board Garur.

2003 Diploma in Mechanical Engg, from Up Board of Technical Education, Kashipur – Nainital.

Currently Pursuing BTech 5th semester.

Trainings Attended

 Stress Management, Fire Fighting, First Aid, BS 7799, Poka-yoke, & 5s Conducted by M & M Ltd, at
Rudrapur.
 Quality Management Training (ISO/TS 16949) conducted by M & M Ltd, at rudrapur.
 Farmtrac Domestic & Export model tractors training conducted by M/s Escorts Ltd., Faridabad, in 2006.
 Farmtrac & Powertrac Domestic model tractors training conducted by Escorts Ltd., at EIFM, Bangalore in
2006 & 2007.

Personal Details

Date of Birth : 1st April 1984

Language Known : English, Hindi, Punjabi

Present Address : C/o Mr. Mahesh Gupta, Mansarover Colony, Moradabad

Permanent Address : S/O SH. Mohan Singh, V.P.O – Kashipur, Distt. U.S.Nagar) Pin – 244713

Present CTC : 4.7 LAC /Annum

Expectation CTC : 6.0 lac /Annum

Place MANOJ KUMAR SINGH