Abin Cherian
India
Summary
Automotive Service Manager with 14 years of experience in dealership aftersales operations, customer service, workshop management, warranty administration, and team leadership. Proven expertise in improving customer satisfaction, increasing workshop efficiency, and driving business growth. Proficient in SAP CRM, Microsoft Excel, and automotive service management systems.
Overview
5
5
Languages
1
1
Certification
18
18
years of professional experience
Work history
SERVICE MANAGER
AL HASHAR AUTOMOTIVE SAOC
Ibri, Az Zahirah
08.2024 - Current
- Manage overall service department operations to ensure maximum productivity and profitability.
- Lead and motivate service advisors, technicians, and support staff to achieve performance targets.
- Monitor workshop efficiency, labor utilization, and service quality standards.
- Ensure high levels of customer satisfaction and effective resolution of customer concerns.
- Develop and implement strategies to increase service revenue and customer retention.
- Oversee warranty administration and compliance with manufacturer guidelines.
- Maintain workplace safety standards and ensure compliance with company policies.
- Supervise and support a team of service advisors and technicians.
- Allocate work efficiently and monitor job progress to meet delivery commitments.
- Coach, train, and mentor team members to improve performance and skills.
- Ensure adherence to service processes, quality standards, and customer service policies.
- Handle escalated customer complaints and provide effective solutions.
Senior Service Advisor
Suhail Bahwan Automobile
Sohar, OMAN
10.2012 - 05.2020
- Welcomed customers on arrival and engaged with concerns promptly.
- Opened and managed job cards for reported issues under set processes.
- Provided initial repair estimates and communicated likely charges for scheduled work.
- Monitored non-attendance reports and followed up with the service team.
- Communicated promised delivery times and dates to customers consistently.
- Secured approvals for pending estimates on customer vehicles before work.
- Obtained consent for additional estimates and coordinated revised delivery schedules.
- Streamlined vehicle delivery steps to improve efficiency and customer satisfaction.
- Scheduled routine service and maintenance appointments with accurate timing.
- Submitted warranty approvals and monitored cases awaiting daily confirmation.
- Managed extended and goodwill warranty approvals with correct quotation details.
- Submitted extended warranty quotations and processed job card submissions efficiently.
- Allocated work to technicians and monitored output through regular check-ins.
- Applied improvement actions to boost technician performance when required.
- Closed job cards accurately, recording service details without errors.
- Maintained a full list of customers who had not approved estimates.
Service advisor
Popular Vehicles & Services Ltd
Cochin
10.2008 - 08.2012
- Expertly managed vehicle intake, accurately documenting customer concerns on job cards.
- Conducted thorough road tests with customers to pinpoint specific issues.
- Proactively communicated additional service requirements, providing revised timelines and cost estimates.
- Promoted value-added services to enhance customer satisfaction and loyalty.
- Efficiently allocated jobs to technicians, ensuring a smooth workflow.
- Kept customers informed of any new findings during service, maintaining transparency.
- Provided comprehensive cost breakdowns to customers prior to vehicle delivery.
- Conducted final road tests with customers to confirm resolution of concerns.
- Ensured a satisfactory handover of replaced parts to customers, demonstrating accountability.
Education
Diploma in Automobile engineering -
EICT Polytechnic College
ErodeMRTTW - undefined
VHSE Adimaly
Idukki TownshipSSLC - undefined
St. Sebastian's High School
Skills
- Autoline
- SAP CRM
- Customer Relationship Management
- Management Training
- Photo Shop
- Video Editing
- Microsoft Excel
- Leadership
- Communication skills
- Upselling
- Complaint handling procedures
Certification
- Driving license category
- Oman Driving license
LANGUAGES
English
Arabic
Hindi
Tamil
Malayalam
Affiliations
- reading
- driving
HOBBIES
Reading books, Cooking and agriculture
PERSONAL DETAILS
- Date of birth: 1987-10-31
- Nationality: Indian
- Marital status: married
Timeline
SERVICE MANAGER
AL HASHAR AUTOMOTIVE SAOC
08.2024 - Current
Senior Service Advisor
Suhail Bahwan Automobile
10.2012 - 05.2020
Service advisor
Popular Vehicles & Services Ltd
10.2008 - 08.2012
SSLC - undefined
St. Sebastian's High School
MRTTW - undefined
VHSE Adimaly
Diploma in Automobile engineering -
EICT Polytechnic College