Tommy Budiarto

• Development and establishment of fundamental business processes in the four-wheeler auto industry.
• Creates a service program to obtain aftersales business revenue, as well as profit margin.
• Keeping aftersales business sustainability through continuous improvement and dealer process improvement.
• Sharp in reading market analysis to maintain competitiveness among the brands.
• Creates business objectives, delivers business objective numbers, and ensures dealers can be implemented.
• Work through aftersales service operations into several sections:

Service Development:

• Planning and creating an aftersales dealer end-to-end service process and customer journey.
• Customer services establishment: Contact Centre, Emergency Roadside Assistance, and Pick-Up Delivery Service (Creating workflow and hiring to live operation).
• Pooling service candidates, service partners, and hiring to become GWM service partners.
• Day-to-day monitoring involves the operation of CCC, ERA, and PUDS operations.
• Accessories Development (Sourcing, Testing, Bidding in liaison with procurement and acquisition processes).
• Local Parts Development (sourcing, testing, bidding in lease with procurement and acquisition processes).
• Supporting ad hoc projects such as the Telematics Project.
• As the Aftersales PIC in developing GWM's new dealer:

- Review the workshop layout.

- Opening preparation in order to fulfill the initial stock parts supply, Special Service Tools, and standard requirements.

- Readiness assessment prior to launch.

- On-site non technical manpower training.

• Support the new product launch and marketing events.
• Mobile service development and implementation.

Customer Satisfaction:

• Development, Dealer CS workflow, and customer handling.
• Monitoring contact center performance and customer experience.
• Daily involves handling and concluding customer complaint resolutions.
• Compile the dealer sample size for the CS survey on a monthly basis.

Business Performance & Operations:

• Creating a business plan both nationwide, by area, and for each dealer's revenue projection.
• Monitoring the dealer business plan and actively reviewing achievements.
• Monitoring and supporting day-to-day aftersales dealer operations.
• Develop a dealer assessment program and conduct an onsite assessment.
• Collecting monthly dealer report performance.
• Monthly basis reporting performance to management.

Service Marketing:

• Planning and executing service campaigns.
• Supporting special marketing events as needed, such as GIIAS and IIMS.
• Seeking a mutualism program over external partnerships.

• Manage day-to-day supervision of operational team activities (OtoAcademy, service excellence, parts supply and demand, area manager, and service operation support).
• Plan and direct all service operations activities to achieve business goals.
• Conduct financial analysis, including forecasting, estimating, monitoring, and recovery planning.
• Implement promotional programs and best practice plans/programs.
• Manage the services business in conjunction with stakeholders to ensure support for customer business strategies.
• Ensure superior account management, including sales, customer satisfaction, and other business goals.
• Direct involvement in the new outlet establishment (establishment plan, tools and equipment supply plan, parts supply readiness, and manpower allocation plan).
• Work collaboratively and partner with different departments to ensure that efforts to maintain customer satisfaction are consistent.
• Development of internal and external service workflows to be standardized.
• Improving operational management systems, processes, and best practices.
• Regular operational reporting to management.

• Enhancement of sales and aftersales business performance
• Creating an attractive program and maintaining customer relations through thematic and CRM programs.
• Development of digital marketing and communication to raise new customer leads.
• New dealer establishment
• Development, fundamental, basic sales, and aftersales operations.
• Continuous business improvement implementation.

• Regularly contact dealers to communicate, implement, and administer Hyundai's principal programs, policies, and procedures.
• Monitor and advise management on dealers' performance adherence to policies and procedures in such areas as:

- Unit Entry

- Parts Ordering.ering

- Manpower Training

- Warranty process.

- Technical Issues.ssues

- Dealer Management Systems.

- Customer Satisfaction

• Communicate Hyundai's principal assigned objective, and work with the dealer to ensure progress towards the attainment of objectives.
• Provide recommendations on operational improvements to dealer and dealership management, which maximize customer satisfaction, customer retention, operational effectiveness, and dealer parts and service profitability.
• Ensure consistent training attendance and participation for aftersales service manpower.
• Work through dealers to manage the resolution of customer complaints.
• Analyze technical concerns as needed, and authorize repair Hyundai policies and procedures for both warranty and goodwill expenses.
• Supporting special project as assigned :
  - Dealer Management System Development
  - Mobile Service Car
  - Mobile Service Charging Car for Electric Vehicle
  - Assessment and Advising New Dealer Establishment
  - Standardized the Aftersales Service Requirements
• Regularly conduct dealer audits, and work with the dealers to achieve continuous improvements and maximize dealer profitability.

• Convey and implement the policy from Nissan Motor Indonesia, covering Nissan, Datsun, and Infiniti.
• Support dealers in achieving Part and Service shop sales, and help maintain and expand dealer profit.
• Control and monitor dealer business planning related to aftersales, including continually educating dealers on the importance of the aftersales business.
• Collect and analyze the dealer's monthly report, give feedback to the dealer, and discuss the additional activities for improvement.
• Monitor, review, and improve the Customer Satisfaction Index by implementing kaizen activities and other dealer standardization.
• Support and guide the dealer to improve workshop performance (business, customer service, and service process).
• Handle any inquiry from the dealer related to aftersales activities.
• Support service marketing project/event related to increasing aftersales performance.
• Set up a strategy to increase unit entry service, part sales, and customer service.
• Lead and manage the aftersales area manager to achieve the aftersales business objectives.

• Develop and enhance the effectiveness of job and service processes in the authorized dealer workshop.
• Auditor of Quality Care Service, the purposes are proceeding, monitoring, and sustaining job and service processes following standard operational procedures in the workshop to reach expected performance and business profit.
• Develop a Quick Service Program; the purpose is to enhance unit entry productivity, efficiency, and deliver brand awareness to customers.

• Develop and enhance business processes in the scope of after-sales service.
• As the auditor of DSM (Daihatsu Customer Service Management), I assess the accreditation for authorized dealers and level their achievements based on business and assessment results.
• Develop an after-sales marketing program to increase revenue and maintain the customer retention rate.
• Develop an after-sales marketing campaign to enhance brand awareness and keep "peace of mind" customers.
• Develop a service cost and special service package to maintain the competitive cost of services in the market.
• Develop and establish new service standard operational procedures for all dealer workshop personnel, and continuous improvement.
• Trainer for new dealer workshop personnel to establish fundamental service flow and process knowledge.
• Prepare and coordinate with related parties (technical service and spare parts division) regarding necessities for the new product launch.