EXPERIENCE
SENIOR SERVICE ENGINEER May 2024 – Present
Elite Car Care LLC, Oman
- Directed daily workshop operations including job scheduling, workflow planning, and resource allocation to maximize efficiency.
- Supervised and supported service advisors and floor supervisors to ensure consistent productivity and adherence to service quality standards.
- Conducted root-cause analysis and resolved technical issues to minimize vehicle downtime and improve first-time fix rate.
- Oversaw inventory management, ensuring availability of critical spare parts and tools to avoid service delays.
- Maintained accurate service records, job cards, and reports in compliance with company and regulatory standards.
- Delivered ongoing technical training and professional development to workshop staff to enhance team capabilities and ensure compliance with OEM standards.
- Championed continuous improvement initiatives to optimize service delivery and enhance customer satisfaction index (CSI).
SENIOR SERVICE ENGINEER
Apr 2022 – Jan 2024
Opal Marketing and Industry LLC, Oman
- Managed end-to-end service center operations, driving revenue growth, operational efficiency, and customer satisfaction.
- Analyzed and verified daily technician logs, service reports, and job progress to ensure timely resolution and service accuracy.
- Prepared and submitted detailed departmental reports and KPIs to senior management in line with company procedures.
- Ensured compliance with SOPs, facility standards, and quality assurance protocols across all service operations.
- Oversaw spare parts inventory, procurement, and stock rotation to reduce lead time and optimize inventory cost.
- Handled customer escalations, enhancing loyalty and promoting repeat business through proactive communication.
SENIOR SERVICE ADVISOR
Sep 2017 – Feb 2022
Saud Bahwan Automotive LLC, Oman
- Acted as the primary liaison between customers and workshop, delivering exceptional customer service through accurate problem diagnosis and service consultation.
- Scheduled service appointments, recorded customer complaints, and generated repair orders with clear cost and time estimates.
- Recommended maintenance services and upsold additional repair work using a consultative sales approach.
- Conducted vehicle walk-around inspections and identified potential service needs.
- Verified invoice accuracy and coordinated with workshop teams to ensure on-time delivery.
- Boosted Customer Satisfaction Index (CSI) from 65% to 87% through consistent follow-ups and high-quality service delivery.
- Promoted long-term service contracts and enhanced customer retention by emphasizing value-added services.
BODYSHOP SUPPORT STAFF
Mar 2015 – Aug 2017
Saud Bahwan Automotive LLC, Oman
- Facilitated communication between customers, workshop, and insurance companies throughout the accident repair lifecycle.
- Handled booking and administration of repair documentation, including claims processing and LPO tracking.
- Ensured all customer interactions were handled with professionalism, contributing to high customer service ratings.
- Supported the bodyshop in meeting service delivery targets and maintaining workflow efficiency.
SERVICE ADVISOR
Mar 2015 – Mar 2015
Maruti Suzuki – Jaikrishnaa Autosales, Coimbatore, India
- Recorded detailed customer complaints, created service job cards, and collaborated with technicians to resolve vehicle issues.
- Provided accurate repair estimates, obtained approvals, and maintained clear communication with clients.
- Ensured timely vehicle delivery and minimized repeat repairs through stringent quality checks and proactive follow-ups.
SERVICE TECHNICIAN
Jul 2014 – Mar 2015
Maruti Suzuki – Jaikrishnaa Autosales, Coimbatore, India
- Performed preventive maintenance and complex mechanical repairs in line with manufacturer guidelines.
- Utilized diagnostic equipment to identify and fix engine, transmission, and electrical faults.
- Conducted final quality checks and test drives to verify repair accuracy and ensure vehicle safety.
