BENCY LUKE OOMMEN
AGM SERVICE
TRIVANDRUM
Summary
28 years of successful customer service management experience within the automotive industry. Proven track record meeting challenges and creatively solving a myriad of problems. Extensive knowledge of automotive warranty policies and procedures. Decisive hands-on manager with an interactive management style able to lead several service teams and administrative staff. Ability to motivate employees' performance levels and develop rapport with diverse audiences; excellent employee relations. Developed excellent product and service knowledge throughout my career. Computer literate with experience in Microsoft Office. Broad-based responsibilities and knowledge
Overview
28
28
years of professional experience
Work History
AGM Service
Sleeba & Sons Automotive Pvt Ltd- Mahindra Dealer
Trivandrum
11.2023 - Current
- Hires, trains and motivates all dealership department managers
- Directs and monitors all dealership management or supervisory personnel functions and completes formal performance evaluations of all department managers at regularly scheduled intervals
- Plans dealership operations for the coming year and submits to the dealer for approval
- Meets with the comptroller/office manager monthly to review departmental forecasts for consistency with the annual forecast
- Meets with managers individually to develop monthly and annual goals and objectives, and to review actual performance
- Monitors the daily operating control (DOC), recommending improved courses of action where necessary
- Provides dealer with accurate weekly reports on the financial condition of the dealership
- Ensures that the monthly financial statement is complete, accurate and submitted on time to the factory
- Develops and maintains a good working relationship with lending institutions and manufacturer personnel
- Communicates management policies and procedures to all employees and ensures that they are understood and followed
- Provides enthusiastic leadership to help shape employees' attitudes and build morale
- Holds regularly scheduled managers meetings to ensure that every department is operating efficiently and profitably
- Reviews all requests for training, approves those which are appropriate and consistent with the dealership's goals for professional/technical ability and advancement, and monitors their effectiveness
- Reviews and approves compensation plans for all employees
- Coordinates with the business office to ensure that records and analyses are maintained accurately
- Develops merchandising strategies and assists in creating effective, cost-efficient advertising programs
- Resolves any customer complaints that department managers are unable to rectify.
Manager Service & Bodyshop
T V Mobility Private Limited(Renault Division)
08.2017 - 10.2023
- Overall responsibility for entire service delivery including planning, scheduling & execution, managing field & support resources & ensuring the highest levels of customer service
- Ensure service KPIs met, including response times to customers, on-time service delivery, first-time fix
- Support development of service packages, service pricing, spare parts procurement, and spare parts management
- Support service marketing/ business development activities as required
- Ensure safety at the workplace for technicians
- Update feedback reports from customers and weekly/monthly MIS reports to the GM Service.
Senior Manager Service and Bodyshop
DEEDI MOTORS PVT LTD
01.2010 - 04.2017
- Analyze current procedures and activities to identify and present opportunities for improvement of the workshop
- Ensure that the department is adequately staffed to achieve objectives and that technicians are aware of procedures for using new products and equipment
- Facilitate the orientation of new team members in collaboration with the Workshop Supervisor by familiarizing them with work surroundings, explaining work hours, procedures, use of equipment, and job expectations, and ensuring that new team members understand their respective duties
- Maintain good relationships with customers
- Ensure adequate maintenance of tools, equipment, and other materials in the Service Area
- Facilitate the training and development of team members in the department, by providing feedback and coaching to support improvements in their job performance
- Conduct annual Performance Appraisal for Workshop Personnel
- Provide advice and technical assistance to team members
- Evaluate the impact of work delays, interruptions, or changes in plans to develop an appropriate course of action
- Monitor workflow to anticipate the impact of delays due to team members being absent for leaves, holidays, or sickness
- Review customer service orders and inspect the quality of a technician's repairs before the release of vehicles
- Review work orders to ensure that all actions have been documented according to Service Workshop policies and procedures
- Plan and adjust the workloads of department personnel to match their skills and abilities
- Plan and prepare an annual budget for the department and facilities, scheduling expenditures, analyzing variances, and initiating corrective actions
- Follow up closely during implementation
- Coordinate with the sales department and arrange for delivery of cars to customers
- Maintain communication with CSIPL to obtain security information, report unusual concerns, and share new ideas that may contribute to improved Workshop operations.
Manager Bodyshop
DEEDI MOTORS PVT LTD
08.2008 - 01.2010
- Negotiating contracts with material suppliers
- Monitoring the efficiency of work and processes to ensure quality repairs
- Supporting team members when required
- Maintaining equipment used in the body shop and ensuring regular services and maintenance checks are monitored
- Recruiting personnel to ensure the body shop is adequately staffed
- Directing team members in handling day-to-day problems.
Assistant Manager (PDI and Accessories)
Anjaneya Motors
Trivandrum
03.2001 - 08.2007
- Sell automobile accessories to customers who visit the visit dealership
- Assist customers in selecting the right accessories according to their needs
- Answer and respond to customer inquiries regarding automobile accessories
- Explain the performance of the chosen accessory and its benefits to customers
- Suggest an alternative accessory in case the required accessory is not available
- Keep abreast of new and the latest automobile products and accessories
- Display automobile accessories in a store in an organized manner
- Maintain and manage automobile accessories and parts inventory control
- Coordinate and assist other salespersons in the store
- Provide follow-up services to customers to inspire repeat and referral business working of PDI section on a day-to-day basis to ensure delivery of zero error vehicles to customers
- Adhere to the highest levels of quality in line with GMI standards of 100% error-free vehicles
- Supervise servicing of pre-delivered vehicles for fitment of accessories and paint booth activities
- Ensure compliance of PDI employees to the prescribed security and safety standards
- Administer and review warranty claims for pre-delivery vehicles and serviced vehicles for details such as mileage, technical faults, delivery date, etc… to facilitate claims processing
- Design and implement appropriate workflow system after mapping the various PDI processes
- Assist in examining inventory levels of PDI in coordination with the Warehouse and PDI Manager and recommend necessary changes to maintain the inventory levels
- Assist in monitoring maintenance of accurate PDI records, documentation, and reports about pre-delivery inspections, technical errors, warranty claims, employee performance, etc
- Administer and maintain documentation procedures to retain manufacturer and customer records and preparation of relevant warranty claims reports.
Body Shop In Charge
Anjaneya Motors
Trivandrum
12.2002 - 03.2004
- Supervises activities of the automotive paint and body shop
- Plans, schedules, and assigns repair and automotive paint jobs of automotive bodyworkers/painters
- Supervises and participates in the repair and painting of damaged vehicles and equipment, including frame straightening and alignments
- Prepares estimates of damaged vehicles and maintains accurate records
- Supervises the purchase and inventory of necessary supplies and equipment and the maintenance and care of all tools and equipment
- Assists supervisor in personnel and other shop-related problems and makes suggestions and recommendations for their solution
- Performs other related work as required.
Service Supervisor
Anjaneya Motors
Trivandrum
02.2001 - 12.2002
- Supervise the repair and overhaul of all vehicular equipment and related components; oversee all shop operations
- Evaluate the work of mechanics to ensure that repairs meet the manufacturer's specifications and requirements of the Virginia Department of Education
- Check the status of maintenance and repair work on vehicles
- Coordinate incoming work with existing workload
- Help establish maintenance priorities
- Evaluate all maintenance work to ensure that work is performed within established time frames
- Instruct subordinates in the proper use of shop equipment and tools
- Assist with repairs when needed
- Make recommendations regarding maintenance procedures when requested
- Initiate and process maintenance work orders
- Answer telephone; respond to complaints from bus drivers
- Troubleshoot maintenance problems and recommend corrective action
- Perform related work as required.
Service Supervisor
St. Antony's Automobiles
04.2000 - 01.2001
- Supervise the repair and overhaul of all vehicular equipment and related components; oversee all shop operations
- Evaluate the work of mechanics to ensure that repairs meet the manufacturer's specifications and requirements of the Virginia Department of Education
- Check the status of maintenance and repair work on vehicles
- Coordinate incoming work with existing workload
- Help establish maintenance priorities
- Evaluate all maintenance work to ensure that work is performed within established time frames
- Instruct subordinates in the proper use of shop equipment and tools
- Assist with repairs when needed
- Make recommendations regarding maintenance procedures when requested
- Initiate and process maintenance work orders
- Answer telephone; respond to complaints from bus drivers
- Troubleshoot maintenance problems and recommend corrective action
- Perform related work as required.
Technician
Popular Vehicles & Services
Trivandrum
01.1997 - 03.2000
- Test parts and systems to ensure that they are working properly
- Identify mechanical problems, often by using computerized diagnostic equipment
- Follow checklists to ensure that all critical parts are examined
- Test and lubricate the vehicle’s engine and other major components
- Perform basic care and maintenance, including oil changes, tune-ups, and tire rotations
- Repair or replace worn parts, such as brake pads and wheel bearings
- Disassemble and reassemble parts
- Use testing equipment to ensure that repairs and maintenance are effective.
Education
Diploma - Automobile
03.1996
Skills
28 years of experience in the automotive industry
20 years of experience managing an automotive workshop, particularly attached to a dealership
Familiarity with American (GM), Korean, Japanese & European (Opel & Renault)
Automotive systems (vehicle layout, function, and location of parts)
Knowledge of mechanical issues, warranties, service, and general repairs
Organizational ability
Detail oriented
Technically competent with the ability to train others
Customer service ability
Energy and drive
High integrity and professionalism
Good communication ability both verbally and in writing
Strong interpersonal skills
Fluency in English
Computer skills: Microsoft Office Package
Leading & Supervising
Team Orientation
Customer & Quality Focus
Office Automation: MS Word, MS Excel, AUTOSERV
Operating Systems: Windows 9x, 2000, NT and XP
Majoraccomplishments
- Designed customized and supervised 150 Tavera vehicles for Kerala Highway Police
- Best performing Accessories Manager in terms of sales in GM India dealers for three years
- Second best Performing Body shop among GM dealers in South India for 4 yrs in south India during my tenure
- Got best customer satisfaction award among GM dealers in South India for 3 years during my tenure
- Got Best After Sales Operations Award GM dealers in South India for 2011,2012, and 2013 during my tenure
- Got best Employee award in Deedi Motors for 3 yrs
- Got award from GMI for retaining SSS score month on month
- Got award from GMI for best performing JDP Dealer in India
Personal Information
- Passport Number: G1187987/13-03-2007
- Father's Name: Mr. Oommen Luke
- Date of Birth: 05/20/74
- Gender: Male
- Nationality: Indian
- Driving License: Have a driving license for MC/LMV/HGV/HGV
- Marital Status: Married
- Religion: Christian, Marthomite
Academicprofile
St Mary's REMHS, Pathanamthitta, Kerala, 1991, 62%, Automobile Engineering, N I Polytechnic, Punkari, Kanyakumari District, Tamil Nadu, 1993, 1996, 67%, Kuttukaran Institute of Human Resources Development (A Division of Popular Automobiles), June 1996, December 1996
References
- Mr. Shaji Vamadevan, CEO, EVM Group, 974539700
- Mr. T C Paul, Managing Director, Deedi Motors Pvt Ltd, Trivandrum, 9447049400
Disclaimer
I hereby declare that the above-furnished information is true and correct to my knowledge and belief.
Timeline
AGM Service - Sleeba & Sons Automotive Pvt Ltd- Mahindra Dealer
11.2023 - Current
Manager Service & Bodyshop - T V Mobility Private Limited(Renault Division)
08.2017 - 10.2023
Senior Manager Service and Bodyshop - DEEDI MOTORS PVT LTD
01.2010 - 04.2017
Manager Bodyshop - DEEDI MOTORS PVT LTD
08.2008 - 01.2010
Body Shop In Charge - Anjaneya Motors
12.2002 - 03.2004
Assistant Manager (PDI and Accessories) - Anjaneya Motors
03.2001 - 08.2007
Service Supervisor - Anjaneya Motors
02.2001 - 12.2002
Service Supervisor - St. Antony's Automobiles
04.2000 - 01.2001
Technician - Popular Vehicles & Services
01.1997 - 03.2000
DIPLOMA IN AUTOMOBILE - Diploma, Automobile