Responsible for the overall operation of the dealership’s Service Department including financial performance, merchandising, production management, personnel development, owner relations, facility and equipment maintenance, and inter-departmental support.
Skills
Customer service
Data evaluation
Conflict mediation
Service estimates
Experience
Parts & Service Director, 10/2017 to Current Rv Retailer – Buda, TX,
Be aware of and positively impact the current financial performance and customer satisfaction rankings of the department.
Develop a consistent and effective plan to merchandise the products and services offered by the department.
Implement and manage a labor pricing strategy to allow both competitive pricing and retain the maximum labor gross profit.
Control effective cost of sale through the proper design of compensation plans and the appropriate distribution of work within the shop.
Monitor and put in place measures to control operating expenses.
Manage the production process using individual production objectives. This should include the providing of daily performance feedback to all technicians and the proactive counseling of any technician having trouble meeting his objective.
Monitor all sales and production performance reports to head off potential difficulties.
Ensure adequate training and development of all departmental personnel to satisfy both operational and franchise requirements.
Strive to have at least one person in the department cross trained for each position to handle unexpected personnel shortages.
Recruit and hire within dealership guidelines the necessary personnel to staff the department.
Review with management any personnel or logistical issues impacting the department’s performance.
Serve as an example to other departmental staff in the conduct of
business and handling of customers. Assist as required in the resolution of disputes between customers and the service sales staff and ensure that gratitude is expressed to all customers for their business.
Parts Manager, 10/2005 to 10/2017 H&H Chevrolet – Springfield, MO,
Generate gross profit in the parts department through the sales of parts and accessories.
Manage departmental expenses so a net profit is earned monthly.
Establish and maintain a consumer relations policy regarding wholesale customer follow-up, material return, complaint handling, etc.
Use personnel management systems that incorporate dealership policies on recruiting, hiring and orientation.
Establish and maintain programs designed to train, develop and motivate department employees.
Set clear standards for customer handling.
Establish and maintain an inventory control system that meets the
dealership's internal, warranty, retail, and wholesale customer’s needs.
Establish and maintain purchasing policies including purchase orders, inventory guide figures, order code status, etc.
Establish and maintain warranty scrap and core handling procedures including storage, documentation, material returns, designated personnel, etc.
Establish and maintain an inventory storage system to include bin
locations, bin numbering, in tags, etc.
Establish and maintain the shipping/receiving policy with wholesale routes, delivery timetables, check-ins and inspection, etc.
Use inventory control system processing procedures and management reports that permit prompt, complete, and accurate feedback of the inventory condition (turnover, obsolescence, part aging, guide quantities, lost sales, etc.).
Establish and maintain a relationship with the factory that results in a sound working arrangement.
Establish and maintain good working relations with other departments.
Prepare for and participate in meetings with management and other
department heads.
Service Advisor, 06/2000 to 10/2005 Windward Auto Sales Inc – City, STATE,
Maintain a high level of cleanliness, grooming, and uniform appearance.
Conduct all business with sincerity, honesty, and genuine concern for customers.
Promptly meet and greet every service customer in a friendly and courteous manner. Acknowledge customers who are waiting and inform them that you will take care of them as soon as possible.
Listen to customers' reason(s) for bringing their vehicle to the service department.
Offer logical diagnostic services or repairs to satisfy the customers' concerns.
Provide accurate estimates for all the services or repairs recommended.
Handle minor customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate problems.
Personally, turn customers over to the service manager or other designated management representatives with complaints that cannot be satisfied at the advisor level.
Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller's inquiry.
Strive to make sure that every customer is very satisfied with the level of service offered by the dealership. Maintains CSI AND FFV ratings at or above manufacture's average.
Education and Training
Bachelor of Science: Business Administration And Management, Expected in 06/2020 Strayer University - Washington, DC GPA:
High School Diploma: , Expected in 06/1997 President Theodore Roosevelt High School - Honolulu, HI GPA:
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