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Maserati North America, Inc. Resume Example

Resume Score: 80%

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MASERATI NORTH AMERICA, INC.
Summary

Driven automotive post-sales Operations Director successful at implementing strategic approaches to drive profitability, sales, and service success. Recognized for performance excellence in operations, and customer care. Strong ability to drive profits, control costs, and achieve continuous process improvement. Successful at motivating, training and developing team members to drive profitability to maximize efficiency and balance with operational requirements.

Skills
  • Technical & Commercial Project Management
  • Product Lifecycle
  • Design, Test & Development
  • Automotive Diagnostics Analysis
  • Leadership Management
  • Global Automotive Service Management
  • Auditing & Compliance
  • Training and Coaching
Experience
Maserati North America, Inc.01/2009 to CurrentDirector, Technical OperationsCosta Mesa, CA
  • 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.
Ferrari/Maserati North America, Inc.08/2007 to 12/2009Senior Engineer - Department of After SalesEnglewood, NJ
  • Represented Maserati North America and Maserati SpA in Italy for technical support operations between the dealership staff and engineers on vehicle production and quality issues.
  • Coordinated within the Technical Training team and conducted consistent content delivery across Maserati North America.
  • Ensured a high-quality customer experience between the customer and within the dealership environment to build brand loyalty through the full-cycle customer experience.
  • Managed proactive relationships with key customers and internal stakeholders.
  • Assisted in the development of technician and dealer training under corporate guidelines and coaching on industry best practices.
Engine Power-Train Systems, Ferrari SpA08/2001 to 02/2006Engineering Associate, SoftwareMaranello, Italy
  • Developing all vehicle controls “performance relate” software across
    all Ferrari and Maserati V8 and V12 engines under the power train team.
  • Managed the development of engine software process from the concept stage to production; modified existing software to enhance performance.
  • Successfully launched the system Sofast; integration of calibration and development Software between Marelli gearbox control unit and the Bosch engine control unit.
  • Represented OBD diagnostic systems and emissiontracking software for engine systems to meet all exhaust emission standards and requirements for the USA market.
  • Documented all technical specifications and testing methods for detailed procedures for future reference and training.
  • Identified issues in software processes and implemented optimization techniques increasing productivity.
Education and Training
MBA: International BusinessBrandman UniversityIrvine, CA
BBA: Business Administration, Emphasis in Computer SysBrandman UniversityIrvine, CA
Associate of Science: Computer Technology Chapman UniversityOrange, CA
Associate of Applied Science: Electrical TechnologyIstituto Tecnico Industriale Statale, G. Gatta.
Military Experience

Italian Army Military Police, Campana, Italy

Private, Campana Carabinieri Regiment Sept. 1998 - Nov. 1999

Technical Skills

Bosch Training: Programming ETAs | Engine Systems Software

MS Office Suite: Advanced Outlook, Excel, and Word | Weebly | Chrome OS | AutoCAD

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Resume Overview

Companies Worked For:

  • Director, Technical Operations
  • Senior Engineer - Department of After Sales
  • Engineering Associate, Software

School Attended

  • Brandman University
  • Chapman University
  • Istituto Tecnico Industriale Statale, G. Gatta.

Job Titles Held:

  • Maserati North America, Inc.
  • Ferrari/Maserati North America, Inc.
  • Engine Power-Train Systems, Ferrari SpA

Degrees

  • MBA : International Business
    BBA : Business Administration, Emphasis in Computer Sys
    Associate of Science : Computer Technology
    Associate of Applied Science : Electrical Technology

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