Prajith P P

A results-driven Service Manager with over 11 years of supervisory experience in automotive workshop operations across commercial and passenger vehicle service departments. Proven expertise in P&L management, business planning, and driving service performance to achieve higher customer satisfaction standards. Experienced in coordinating overall activities of Service Department (Workshop and Reception), managing multi-branch operations, and implementing marketing initiatives to maximize business revenue. Strong background in OEM communication, warranty management, and leading teams to achieve annual business objectives while ensuring compliance with manufacturer guidelines and industry standards.

POPULAR MEGA MOTORS PVT LTD – Kerala, India

Service Manager / Regional Operations Manager | Jul 2019 – May 2025

• Business Planning & Strategy: Prepared annual service department business plans and strategies aligned with organizational objectives, setting individual business targets to meet agreed annual plans
• P&L Management: Assumed full Profit & Loss responsibility for service department operations, implementing cost-control strategies and monitoring profitability across multiple branches
• Workshop & Reception Coordination: Controlled and coordinated overall activities of Service Department, ensuring seamless communication flow between service reception and workshop regarding repairs, warranty claims, and work in progress
• Target Management: Assigned and monitored targets for multiple branches including Gross Profit, Labour Revenue, number of vehicles serviced, CSI, Productivity, Efficiency, and Retention rates
• Customer Satisfaction: Achieved regional leadership in Customer Satisfaction Index (CSI), implementing corrective actions to minimize customer complaints and maximize satisfaction
• OEM Communication: Maintained regular communication with Tata Motors (OEM) for compliance, warranty policies, and technical updates, ensuring adherence to manufacturer guidelines
• Process Development: Developed, reviewed, and implemented all service department processes, monitoring performance and revising procedures periodically for continuous improvement
• Workshop Management: Managed workshop floor operations by monitoring efficiency, productivity, and utilization levels, identifying improvement areas and developing contingency plans
• Audit & Compliance: Carried out periodic audits across all branches to ensure operations aligned with standard operating procedures, policies, and occupational health and safety compliance
• Inventory Management: Ensured availability of spares and consumables in coordination with parts department and suppliers for smooth workshop operations
• Quality Control: Monitored repeat repairs and initiated corrective actions to improve CSI, resolving escalated customer complaints and implementing preventive measures
• Key Account Management: Took initiative in managing key account services, providing customized solutions and timely support to major customers
• Insurance Coordination: Led liaising and finalizing deals with insurance companies to improve footfall and business opportunities in workshops
• Team Leadership: Monitored, coached, and counseled operational teams to improve performance, providing technical support and necessary tools for efficient task completion
• Reporting: Prepared and communicated monthly reports detailing all key performance figures to management for progress monitoring against plans and targets
• Work Instructions: Ensured proper implementation of work instruction procedures for quick turnaround time while maintaining full adherence to manufacturer guidelines

T V SUNDARAM IYENGER & SONS PVT LTD – Muvattupuzha, India

Service Manager | Sep 2018 – Jun 2019

• New Facility Setup: Led complete service department establishment including facility layout, workshop construction, and resource planning
• Team Development: Hired and trained technical and support staff from ground up, establishing operational readiness
• Budget Management: Managed budgeting, tool procurement, and operational setup ensuring cost-effective establishment
• Marketing Implementation: Developed and executed local marketing initiatives and customer acquisition strategies to capitalize on market potential
• Cross-Department Coordination: Supported sales and delivery teams to streamline post-sales operations and enhance customer experience

SAI SERVICE PVT LTD – Fort Kochi, India

Workshop Manager / Service Operations Manager | Jan 2014 – Sep 2018

• Customer Satisfaction Management: Improved customer satisfaction ratings as MSIL-trained manager, implementing quality control analysis and service improvements
• Technical Training: Conducted frequent technical training and team diagnosis sessions, applying education and training principles for skill development
• Business Development: Increased service volumes through targeted field marketing, tele-calling campaigns, and strategic business initiatives
• Operations Monitoring: Operated dedicated service call center, monitoring operational performance and ensuring quality service delivery
• Process Implementation: Performed internal audits and implemented new systems and processes, ensuring compliance with industry standards
• Specialized Operations: Gained bodyshop handling experience and managed insurance-related operations, coordinating with multiple stakeholders
• CRM & Warranty Management: Implemented OEM KPIs, CRM systems, and warranty coordination practices for improved operational efficiency

EDUCATION

• 2017 – MBA – Bharathiyar University, India.
• 2013 – B.Tech in Aerospace Engineering – IGNOU, India