Richard (Clay) Caruthers

214-***-****

ad4ykq@r.postjobfree.com

Objective To obtain a Service Operations Manager position while offering exceptional skills in managing and coordinating the activities of auto service personnel to ensure delivery of outstanding customer service

Core Qualifications

Excellent customer service skills

Able to manage, motivate, and develop a team

Experience with Reynolds & Reynolds and CDK

Proven track record to exceed service and profitability goals

Achieved record high shop hours and gross profit month after month

Proficient at managing in a fast-paced work environment

Professional Level Certified Service Manager with Jaguar Land Rover

Master Level Certified Service Manager for Mercedes-Benz

Master Level Certified Service Manager for Volvo

Pinnacle award recipient for multiple years

Top selling tire dealer year after year

Work Experience

2023 - Current Group 1 Auto Group Shreveport, La

Fixed Operations Director

Lead and manage all service and parts operations at Mercedes-Benz Shreveport with a servant-leadership, hands-on mindset

Effectively manage the WIP reporting

Responsible for the hiring, performance management, and development planning in the service and parts department

Encourage employees to perform at their best and work towards company goals

Promote teamwork within the service department and other areas of the dealership

Collaborate with cross functional teams to improve operations

Conduct service department meetings to discuss efficiency and department tracking metrics

Preserve excellent working relationships with clients to promote customer retention

Resolve issues tactfully, promptly, and with concern for the client

Ensure employees follow safety policies and processes

Continuously strive to improve the service department and develop employees

2021 - 2023 Qvale Auto Group Lakeland, FL

Service Director

Lead and manage all service operations at Audi Lakeland with a servant-leadership, hands-on mindset

Effectively manage the WIP reporting

Responsible for the hiring, performance management, and development planning in the service department

Encourage employees to perform at their best and work towards company goals

Promote teamwork within the service department and other areas of the dealership

Collaborate with cross functional teams to improve operations

Conduct service department meetings to discuss efficiency and department tracking metrics

Preserve excellent working relationships with clients to promote customer retention

Resolve issues tactfully, promptly, and with concern for the client

Ensure employees follow safety policies and processes

Continuously strive to improve the service department and develop employees

Work Experience 2020 - 2021 Fields Auto Group Jacksonville, FL

Service Director

Lead and manage all service operations at Jaguar Land Rover with a servant-leadership, hands-on mindset

Effectively manage the WIP reporting

Responsible for the hiring, performance management, and development planning in the service department

Encourage employees to perform at their best and work towards company goals

Promote teamwork within the service department and other areas of the dealership

Collaborate with cross functional teams to improve operations

Conduct service department meetings to discuss efficiency and department tracking metrics

Preserve excellent working relationships with clients to promote customer retention

Resolve issues tactfully, promptly, and with concern for the client

Ensure employees follow safety policies and processes

Continuously strive to improve the service department and develop employees

2017 - 2020 Holmes European Motors Shreveport, LA

Service Director

Director of the service department for multiple brands, including Jaguar Land Rover, Mercedes-Benz, Volvo, and Sprinter

Coordinate the work of the service personnel, comprising of 1 service manager, 8 service advisors, 1 dispatcher, 2 shop foremen, 22 technicians, 8 valets, 3 detailers, and 6 BDC agents

Responsible for the hiring and discipline decisions in the service department

Motivate, counsel, and monitor employees to perform at their best and work towards company goals

Clearly define employee responsibilities and track performance

Manage employee schedules and pay plans

Oversee gross profit and related departmental expenses

Forecast objectives and inspire team to achieve key goals and performance expectations

Organize daily meetings to get the staff prepared for the day

Resolve issues quickly with concern for the client

Ensure high profit margins for the department by improving service qualities, controlling expenses, and ensuring customer satisfaction

Analyze the business to determine shortfalls and action plans to improve performance

Ensure quality control for all work being completed

Reward, recognize, and hold the department accountable

2015 - 2017 Jaguar Land Rover Dallas Dallas, TX

Service Manager

Leader of the service department, including 22 technicians, 5 service advisors, 5 valets, 8 detailers, and 2 cashiers

Oversee the body shop department, including 3 estimators, 10 body technicians, and 2 painters

Hire, train, develop, and motivate the service staff

Clearly define employee responsibilities and track performance

Manage employee schedules and pay plans

Process weekly payroll for service department and body shop

Forecast goals and objectives for the department

Work closely with parts manager and shop foreman to ensure efficient operations for timely repair process

Attend manager meetings and conduct service department meetings

Develop and monitor budgets for the service department

Handle customer complaints immediately

Maintain above market CSI

Improved technician productivity by 35%

2007 - 2015 Jaguar Land Rover Dallas Dallas, TX

Service Advisor

Set, confirm, and prepare appointments to expedite the customer service experience

Greet customers and assist them with any inquiries they may have

Perform vehicle walk around and document customer concerns to enable the technician to properly diagnose and service the vehicle

Communicate with technicians and parts associates

Follow-up with customers regarding repair needs and status of vehicles

Upsell recommended / additional services

Inspect repair quality and ensure all work is complete

Review / explain repairs along with associated costs

Keep service manager informed of all problems and potential problems

Remain involved with the delivery of vehicle to customer upon completion

Maintain customer satisfaction while building relationships

Maintain exceptional product knowledge in order to answer characteristic and operational questions regarding the customer’s vehicle

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