Service Manager
Resume:
ROBERT S. HODGE
BETHEL, OHIO ****6
CELL# 513-***-**** or EMAIL : **********@*****.***
Multiple/Single Store : SERVICE MANAGER/DIRECTOR OF OPERATIONS/FIXED OPS.
Work History:
(Currently Employed but wish to remain Confidential at this time thanks for understanding)
FROM: 11-4-13 to Present
DUTIES: Assit in the Managing,coaching & training of 26 service department employees in all aspects of
service department operations, including CSI, labor & parts sales,gross profits,net profits, (HPR)hours
per ro,(ELR) effective labor rate improvement, (QC) quality control, Customer retention plans &
business growth while building a productive and fun working environment for everyone.
RECENT ACCOMPLISHMENTS: Implemented new CSI processes to improve the dealerships CSI
issues they had been struggling with over the past 16months,had the dealership over the district standard
scores within my 2nd month, and now currently over the district standards in there 3mth rolling indv. &
blended metrics scores, resulting in attainment of the dealerships incentive payments from the
manufacture. Also within my 3rd month the department set the “New” dealership service & parts
department record for most labor sales,parts sales, service gross, parts gross, along with the highest hours
per ro and effective labor rate within any previous month in history.
JAKE SWEENEY CHRYSLER-JEEP-DODGE-RAM STORE & JAKE SWEENEY MAZDA STORE
TITLE: SERVICE MANAGER/DIRECTOR OF OPERATIONS FROM : 11-1-2006
to 8-8-2013
Reason for Leaving:
My General Manager ( Supervisor) Tom Rohling had sudden heart attack and unfortunately passed away.
Then new management took over the two stores I was in charge of and they started making several
departmental changes and I was informed my services would no longer be needed and that my position
was being eliminated .
DUTIES:
Managed all service department operations for both stores which included,service department sales,39
service department employees,coaching & training departmental positions,hiring for all departmental
positions,CSI,CPS,CEI index’s,Gross and Net profits,Warranty schedules,Financial statements and all
month end reports.
ACCOMPLISHMENTS:
When I took over operations at Jake Sweeney C-J-D-R there customer satisfaction score was at 72%, after
some coaching, training and implementing good customer handling processes for customer retention it
was improved to a consistent 93-96% average. Also implemented a Express Lane Service System for
maintenance type work for customer convenience & customer retention . Also after restructuring the
department we were able to net an additional 100k in the 1st year, and continued to make positive net
profits every year. On 4-1-13 I was Promoted to also manage the service department operations over the
Jake Sweeney Mazda store, to improve their CSI, Gross and Net profit issues . After improving the
process operations and some proper training and coaching techniques were applied. The department was
able to increase Gross Profit to 111k within the first 6mths resulting in positive record breaking Net profit
numbers,while also breaking the stores past Customer satisfaction and Retention records.
KINGS MAZDA-SUZUKI-KIA FEB 01-SEPT 05
TITLE: SERVICE MANAGER
DUTIES:
Managed all service department operations, which included customer satisfaction, service department
sales, 20 service department employees, hiring for all departmental positions, CSI index, Gross and Net
profits, Warranty schedules, Financial statements and month end reports.
ACCOMPLISHMENTS:
When I took over Kings Mazda-Suzuki-Kia service department operations, their CSI scores were in the
60s and they had never made a positive net profit in the 2yrs they were in business. Within three months I
had the department in the Black and showing a positive net profit. When I left, the department was
Grossing five times the amount it was in labor sales alone, not counting the additional sales in parts. Their
CSI scores were all above the district standards. My service department was ranked # 1 out of 15 other
service departments in 2005 within the Kenwood Dealer Group Organization.
KINGSWOOD CHRYSLER FEB 96- FEB-01
TITLE: ASSITANT SERVICE MANAGER
DUTIES:
Assisted service manager in all service department operations, from CSI index, to quality control,
department sales, also managed technicians and trained other service advisors, and handled customers
with the repair and maintenance process of their vehicles.
ACCOMPLISHMENTS:
Received Gold Certification Award for Outstanding Automotive Service. I was ranked #1 service advisor
within the Kenwood Dealer Group Organization out of 30 Service Advisors, based on advisor sales, repair
order average, effective labor rate, and CSI scores.
( I was promoted from this position to the Service Manager position at Kings-Mazda-Suzuki-Kia, within
the same company.)
TRAINING & SKILLS:
I Specialize in increasing Gross Profit,Net Profit, CSI & Customer Retention Growth, Reducing &
Managing Exspenses . Skilled in computers DMS SYSTEMS for ADP&ADP Drive and REYNOLDS &
REYNOLDS Programs for service,parts, accounting, web based training, technical support, and CSI,
CPS, CEI web sites. OBD II & Wi-Fi Technical Diagnostic Equipment, Hunter Alingment Machine &
Check Systems, Mazda Certified service manager (2000, 2001, 2002, 2003, 2004, 2005, 2012). Mazda
performance champion, Certified in Warranty Administration Processes, Certified in Fixed 1st visit
Process, Customer handling, and Professional Selling Skills training, Certified with Society of Service
Excellence for Automotive Management in the Seven Controllables of Service & Parts Operations.
Chrysler Certified Service Manager (2006, 2007, 2008, 2009, 2010, 2011, 2012). Completed Atcon
business operations training, Completed 2013 Grow your Business to the Limit Service & Parts
Department Training. Completed Disney Institute Customer Service Training Mar 2014.
I have 22 yrs of dealership experience working with the following vehicle brands
Chrysler,Jeep,Dodge,Ram,Mazda,Kia,Suzuki,Chevrolet,G.M,Ford & Bmw.
REFERENCES:
Joe Spaw 513-***-**** (Service Manager)
Todd Newton 513-***-**** (District Service Manager)
Jude Rose 513-***-**** (a former employee)
Todd Marksberry 859-***-**** (a former employee)
Jim Walker 513-***-**** ( G.E. Aviation)
Dale Shiffman 513-***-**** (Parts Rep)
Tim Edwards 937-***-**** (Reynolds & Reynolds Rep)
Linda Hansen E-mail *******@***************.*** (Co worker )
Additional References Available if needed upon request.
PERSONAL INTERESTS:
Enjoy Being a Great Husband & Father of two wonderful and talented teenagers. I also enjoy going to
Church, Hunting, Fishing, Muscle and Classic Cars Shows, Basketball, Football, Baseball Games and out
to Dinner and the Movies.
Thanks for your consideration and time
Sincerely, Robert S Hodge
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