Pheeraphong Hathayawat
Regional Manager
Bangkok
Summary
Expertise in service management / technical engineering / sales engineer / MBA graduation for in business / perspective (finance and marketing) / fruitful of experience in customer journey management, business development and marketing / project owner of E-Commerce transformation / Luxury goods customer services experience / Team & People Management
Overview
22
22
years of professional experience
21
21
years of post-secondary education
Work History
Business Resolution Manager
Tesla
11.2023 - 04.2024
- Company Overview: Tesla is an American electric vehicle and clean energy company
- Analyze customers/business issues occur between parties to find out the root cause
- Find out the root cause of issue, evaluate the impact to all aspects which related to company and customers
- Generate and optimize the most efficient solution to resolve business issues including review and maintain the processes
- Collaborate with related departments for resolving issues (legal,business counsel,operating BUs)
Service Manager
Tesla
01.2023 - 11.2023
- Company Overview: Tesla is an American electric vehicle and clean energy company
- Build up service facilities, team and establish all of after-sales processes from scratch
- Coaching and improve service team members :- technician, service advisor, customer support specialist and part advisor
- Customer satisfaction development and also maintain to highest level
- Manage all after-sales activities and subordinates
- Co-ordinate with all service related parties, body and paint authorized workshop, insurance companies, service chemical vendors, warehouse and logistic, etc
- Take full responsibility in PDI process beginning from yard until finishing at customer delivery process
- Look after for merchandise products sale to customers (wall chargers, emergency chargers and other accessories)
- Customer complaint cases handling and negotiation also consider for customer goodwill approval
Customer Service Manager
Swatch Group
01.2022 - 12.2022
- Company Overview: Swatch Group is a Swiss manufacturer of watches and jewelry
- Be responsible in each customer service process:- service advisor, spare part, administration and technician team
- Be responsible in watch's service of every brand under Swatch group's business umbrella, all of the brand ranges starting from Basic, Middle, High and Prestige range, 18 brands in total
- KPI of department
- TAT (Turn-Around Time) ; objective to get the customer's watches, finish repairing and return finished watches to customers within standard time period
- Productivity ; objective to push the repairing job done within each job standard time and also to complete jobs in overall service process
- Training ; evaluate and check the watchmakers repairing skill to propose the training program to suitable person in order to bring up overall watchmakers team skill
- Project Management ; to analyze and find out the gap in system, create and launch the projects in order to close the gap and increase the overall service efficiency
- Customer Service Satisfaction ; communicate directly with customers to get their feedback and feeling, also to sooth some serious customer complaint cases which are hardly to solve by the team
- Customer relationship system management ; communicate with customer and clear out the customer's query by using CRM tool systems (Salesforce, Calleo, MS Dynamics)
Regional Manager
Shanghai Automotive Industry Corporation Motor (SAIC)-CP
05.2019 - 01.2022
- Company Overview: SAIC Motor Corporation Limited is a Chinese automotive manufacturing company
- Set up incentive scheme to dealer and set the sale target
- Follow up the progress of business achievement
- Stimulate dealer to meet the sale target
- Set up dealer operation standard
- Coaching dealer to be correct in operation procedure
- Consult to dealer in order to improve to be align with standard
- Audit operation standard at dealer and implement judgment including follow up the audit result
- Analyze the CSI score and seek for improvement points
- Provide action plan
- Coach the dealer employees for CSI development
- Analyze and improve each service processes to ensure the customer satisfaction
- Advice the dealer's owner to improve the workshop business
- Instruct the dealer's service employees to practice the service processes with the best quality
Senior Manager (Product Management)
Mercedes-Benz (Thailand)
11.2017 - 04.2019
- Company Overview: Mercedes-Benz is a German global automobile marque and a division of Daimler AG
- Automatic web-based program launching for dealers to sell extension warranty to customer
- Business improvement and marketing activities in order to boost up business
- Re-manufacturing part marketing improvement and communication
- Management of service contract for customer to extend warranty and maintenance package
Dealer District Manager (After-Sales)
Mercedes-Benz (Thailand)
03.2013 - 11.2017
- Company Overview: Mercedes-Benz is a German global automobile marque and a division of Daimler AG
- Working processes improvement, monitoring and improve all related processes
- KPI improvement (Productivity, Efficiency and Effectiveness) by dealer management system and other systems analysis
- CSI Coaching and development by regular visit at dealer site with analysis report
- CSI incentive scheme, incentive trip, rewards and target planning
- Implement at dealer site to dealer's employees in order to ensure the success of dealer standard audit
- After-sales Part and oil business development - monitor, encourage and give advice to dealers in order to achieve part and oil target
- Provide opinion of new dealer selection and preparation of dealer MOU and sign-off readiness check in view of after-sales readiness
- Marketing campaign and activities support for successive implementation
- Special project support by assignment, Salesforce , SOL (Service Online booking system) , Xentry Pro (integration system for all customer requirements and information)
Dealer Manager
Tata Motors (Thailand)
01.2010 - 03.2013
- Company Overview: Tata Motors is an Indian multinational automotive manufacturing company
- Establish all service systems for car workshop from ground till full operation
- Motivate and keep dealerships to generate profit from parts and service businesses
- Consulting to dealer for smooth service operation and operation problem solving for dealers
- Warranty consideration in frontline operation by the HQ guideline including entry period technic problem analysis and report
- Service campaign arrangement and ISO standard internal auditor & auditee implementation
Technical Engineer
Tri-Petch Isuzu Sales
03.2002 - 12.2009
- Company Overview: Tri-Petch Isuzu Sales is a distributor of Isuzu vehicles in Thailand
- Analyze Isuzu car technical issues and report to head of service department
- Join meeting with factory team to find out problem countermeasure
- Generate and apply technical problem countermeasure to dealer's nationwide
- Statistical monitoring to problem occurrence after countermeasure applied
- Warranty cases consideration from Lotus Notes system with on-field investigation
- Special job ; compare, purchase and control special measurement tools used for vehicle investigation
Education
Master degree - MBA (dual major, marketing & finance)
National Institute of Development Administration (NIDA)
03.2007 - 06.2009
Bachelor degree - Mechanical Engineering
King Mongkut's University of Technology North Bangkok (KMUTNB)
05.1998 - 06.2001
High school - Math-Science
Saint Gabriel's College
03.1985 - 11.1996
Courses - AI Deep Learning Specialization
Google (Coursera.org)
05.2021 - Current
Skills
Microsoft Office Excel
Microsoft PowerPoint
Editing Video
Adobe Photoshop
Digital Photography
Accomplishments
- Promotion, MERCEDES-BENZ (THAILAND) LTD., 12/01/17, Get promoted from Manager (After-Sales Dealership Management) to be Senior Manager (Product Management) in after-sales department.
- ACES president award, TATA MOTORS (THAILAND), 03/01/13, Received from TATA Motors (global)'s Managing Director in 2013 according to outstanding performance (save cost for company in millions).
Timeline
Business Resolution Manager
Tesla
11.2023 - 04.2024
Service Manager
Tesla
01.2023 - 11.2023
Customer Service Manager
Swatch Group
01.2022 - 12.2022
Courses - AI Deep Learning Specialization
Google (Coursera.org)
05.2021 - Current
Regional Manager
Shanghai Automotive Industry Corporation Motor (SAIC)-CP
05.2019 - 01.2022
Senior Manager (Product Management)
Mercedes-Benz (Thailand)
11.2017 - 04.2019
Dealer District Manager (After-Sales)
Mercedes-Benz (Thailand)
03.2013 - 11.2017
Dealer Manager
Tata Motors (Thailand)
01.2010 - 03.2013
Master degree - MBA (dual major, marketing & finance)
National Institute of Development Administration (NIDA)
03.2007 - 06.2009
Technical Engineer
Tri-Petch Isuzu Sales
03.2002 - 12.2009
Bachelor degree - Mechanical Engineering
King Mongkut's University of Technology North Bangkok (KMUTNB)
05.1998 - 06.2001
High school - Math-Science
Saint Gabriel's College
03.1985 - 11.1996
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