Sulaiman Abdul rahman

Results-driven automotive service expert with extensive experience in multi-brand workshop management, technical troubleshooting, and customer satisfaction enhancement. Proven track record in leading teams, optimizing service operations, and delivering top-tier aftersales service in dynamic environments across India and the Middle East.

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.

EDUCATION

Bachelor of Engineering (Mechanical)

Akshaya College of Engineering & Technology, Tamil Nadu, India

Graduated: Apr 2014 | GPA: 8.4/10