Service Manager

Tony Knight

** ****** ***** ***** **********, GA 30117

770-***-**** ************@*****.***

Management Qualifications

A versatile, highly motivated professional with extensive operations management experience combined with outstanding technical, customer service, and analytical problem solving skills. Adept at working within challenging, high-pressure, and global environments; collaborating with culturally diverse teams and all levels of staff and management; while driving improvements in performance, efficiency, and inventory/cost control. A proven team player/leader who is able to build, train/mentor, and motivate teams to succeed.

Core Competencies

General Management Project Management Policy/Procedure Development Fleet Management

Resource/Asset Management Implementation Quality Control Scheduling Technical Consulting/Support

P/L Responsibility Risk Mitigation Safety/Regulatory Compliance Presentations Training/Development

Key Accomplishments

Maintained customer satisfaction rating well above KIA’s national average in 2014.

Achieved KIA Service Elite Status for 2013, 2014, and 2015.

Created programs that drive Service Retention. Currently, Service retention is 20 points above the national KIA average.

Increased customer satisfaction rating from well below minimum standards to excellent standards in 120 days.

Increased average customer pay labor sales an average of $10,000 per month over 9 months by implementing standardized procedures and setting up training for technical staff.

Provided site managers with solutions to problems that involved a diverse (Toyota heavy), 300-vehicle fleet in Iraq. Performed service and field technical support as well as training for mechanics and managers.

Promoted to manage a newly commissioned site, which represented $703K of a $1.4M joint project site. Completed site startup activities on time, within budget, and to scope; created an inventory management system, an employee training program, and a maintenance schedule for the customer’s end user.

Selected to operate the department’s largest and second-highest profile facility in Iraq, which represented $1.8M of a $3M project site. Recognized, assessed, and mitigated large amounts of exposure to risk by ensuring compliance with contract scope, government regulations, and company policy. Improved processes that led to project-wide implementation of best practices, technical bulletin distribution, and training programs.

Saved hundreds of thousands of dollars by implementing training programs that significantly reduced the cost of parts and downtime of assets.

Successfully implemented and distributed “best practices” procedures for new vehicle models. Designed, tested, and established improvements to various assets that increased customer and end user satisfaction.

Implemented a safety program, a material control program, and an environmental program for the site along with document control processes, work flow processes, maintenance schedules, and employee training and appreciation programs.

Promoted to Fleet Manager during project closeout; oversaw the turn-in activities for the remaining 140 vehicles to the leasor; coordinated a turn-in schedule with the customer and their end user; organized, packaged, and shipped hard copy documentation for archive purposes.

Was recognized by four Commanders for excellence in execution as well as on five occasions by customer representatives with Certificates of Commendation.

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Tony Knight

770-***-**** ************@*****.***

Professional Background

Riverchase KIA (Pelham, al) 2013- 2015

Service Manger

implement direct process improvements, and refocus the scope of service operations to be 100% customer oriented. Leading this team to achieve its first Elite certification in over three years. Leading the district in Service Retention and performing in the top 10 in the nation for Service Retention. Growing the customer base and gross profit by program implementation and cleverly targeted direct marketing tactics.

Thornton Road KIA (Lithia Springs, GA) 2012-2013

Service Manger

implement direct marketing campaigns, process improvements, and refocus the scope of service operations, including detail services, to provide amazing customer service. realized an average of $15k in increased gross profit monthly, over the previous year, for the last 11 months. created schedules for two departments that were designed to keep customer traffic moving seamlessly.

Conyers Kia (Conyers, GA) 2011- 2012

Service Manager

Train service and technical staff, Manage daily operations of the service department. developed and Implemented standard procedures for the service lane and shop. created a workflow process that increased customer satisfaction ratings and fixed right the first time percentages

Fluor Corporation (Greenville, SC) 2008 -2011

Fleet Manager, Fluor Government Group

Provided multisite operations management; traveled to various sites as required. Scheduled and coordinated maintenance tasks for workshops. Oversaw materials management, including inventory receipt, accountability, and warehousing. Supervised mechanics as well as administrative and warehouse personnel. Ensured compliance with all project-specific policies/procedures and practices.

Coordinated demobilization activities for 22 internal and subcontractor employees, including travel arrangements, final payroll facilitation, and personal shipping requirements.

Site Operations Manager, Vehicle Services Centers (VSC)

Prepared complex reports; ensured reporting accuracy and timely delivery. Provided technical support to the VSC team; managed vehicle inventory for 15 sites across Iraq. Conducted small-group sessions on safety and security and trained mechanics. Quickly learned and mastered all aspects of management responsibilities specific to assigned discipline; and completed a computer-based test offered by company for project management. Managed schedules and payroll information for all sites assigned.

Eliminated inventory losses and obtained 100% accountability after implementing effective warehouse and inventory access and accountability controls. Achieved audit scores of ‘excellent’ and compliance scores that were perfect after 65 days on site.

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Field Service & Technical Support Representative

Conducted site assessments and prepared reports and other required documentation for both the company and the client. Completed new asset induction inspections and documentation reports. Prepared and distributed technical service bulletins. Prepared tools and procedures lists. Performed technical instruction as required; designed and fabricated tooling to assist company service centers in performing steering adjustments. Produced and distributed presentations of all applicable technical data and procedures for repair and maintenance facilitation.

Was given responsibility for four level-one sites; oversaw the production of a maintenance schedule, inspected assets and ordered parts to coincide with repair schedules, conducted a site inspection for a project that was up for bid, and commenced site startup activities.

Conyers Toyota (Conyers, GA) 2005 to 2008

Expert Certified Technician

Trained junior technicians in the dealership culture and the Toyota way of service. Performed maintenance and repair on customer vehicles. Ensured accurate warranty documentation and execution of the highest quality service and repairs. Oversaw detailed diagnostic procedures and warranty repairs. Coordinated with Southeast Toyota technical representatives to resolve undocumented problems. Became a Team Leader after one year and was recognized as production leader for 38 consecutive weeks.

Thomasville Toyota (Thomasville, GA) 2004 to 2005

Service Technician

Performed inspections, provided repair recommendations, and repaired vehicles. Promoted to full service technician and Toyota Certified Technician; obtained Automotive Service Excellence (ASE) Certification

From 1998 to 2004,

employed as a General Manager at Papa John’s Pizza and Store Manager at Radio Shack. Increased sales and profits by 12% and 9%, respectively, over three years at Papa John’s. Led three Radio Shack stores to achieve significant store performance, sales, and profit margin improvements.

Previously served in the United Stated Marine Corps.

(Sergeant of Marines, 1994 to 1998; Plane Captain AH/UH, 1995; CDI AH/UH, 1996; Work Center 310 Supervisor, 1997 to 1998).

Education & Credentials

Certified KIA Service Elite - 2015

B.B.A., American Intercontinental University – August 2011

A.A. in Business Administration, American Intercontinental University

Minor in Automotive Technology

Certified Master Automobile Technician (ASE)

Automotive Technology Training & Diplomas from University of Toyota / Southwest Georgia Technical College

Accomplishments/Recognitions: Letters of Recommendation (4); Commander’s Coins (4); Certificates of Commendation (2); PE100/PE101/PE105 Completed; 65 Skill Soft Courses Completed; 5 Contract Management Modules Completed; consistently earned excellent reviews

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