Maserati North America, Inc. Resume Example

• Manage, lead and execute the operations, staff, technical strategy activities and technical service operations for Maserati North America,
• Oversee the Maserati North America warranty departments and technical training centers, manage the service and warranty team deliverables, and improve exiting service and warranty procedures.
• Create and implement KPI's for the team; improve and implement installations and manage customer escalations on complex customer requests.
• Collaborate on the technological vision, implementing technology strategies, with critical stakeholders and senior leadership.
• Drive the creation of the system and product configurations, and technical solutions and generate future growth.
• Directed training improvements to reduce knowledge gaps and eliminate workforce performance inefficiencies.
• Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and goals.

AfterSales Technical Support Manager | Jan. 2009 - 2019

• Performed a dual role for Senior Engineer, NA, and AfterSales Technical Support Manager for the newly So Cal regional office.
• Developed, and executed a plan for developing and improving the effectiveness of the Dealer network requirements and capabilities.
• Managed customer support escalations and issues contributing to overall increased efficiency service level agreement metrics.
• Troubleshot legal cases and inquiry's under the Sr. council for breach of warranty, California lemon law, and consumer litigations.
• Collaborated with the support team to assist client stakeholders with emergent technical issues and develop effective solutions.
• Established continuous improvement initiatives to achieve KPIs and served as a liaison between Maserati SpA and Maserati North America to acclimate North American dealerships and staff with updates and technical information from Maserati SpA in Italy.