Revenue Growth Service Director

Kenneth J. Hocter

Parts & Service Director Profile

********@*****.*** • 925-***-****

Bay Area CA 94513

Seasoned and outcome-driven executive with robust history of elevating operations, profitability, and customer satisfaction for leading automotive dealerships, while optimizing service operations and driving revenue growth.

Proven expertise in strategic planning, process implementation, and team development to achieve operational excellence and surpass profit targets. Demonstrated success in rebuilding departments, negotiating contracts, and implementing performance-based pay structures, culminating in increased efficiency and morale. Adept at building strong customer relationships, improving CSI scores, and maximizing gross profit margins. Recognized for elevating service standards across multi-manufacturer dealer groups and delivering exceptional financial outcomes. Stellar track record of developing and executing innovative strategies to boost efficiency, service quality, and team performance. Pioneered process enhancements and introduced new selling techniques, improving Hours per Repair Order, Effective Labor Rate, and customer service indices. Innate ability to lead large teams and multiple franchises, ensuring cohesive policy implementation and operational excellence.

Areas of Expertise

Parts & Service Operations

Customer Satisfaction (C.S.I.)

Business Development & Marketing

Negotiations & Communications

Strategic Sales Processes

Customer Retention & Support

Gross Margin & Expense Control

Strategic Planning & Reporting

System & Process Optimization

Team Leadership & Training

Cross-functional Collaboration

Regulatory & Standards Compliance

Professional Experience

Fixed Operations Director Toyota of Oakland Dec 2020 – Present

Govern operation to upsurge Parts and Service department profits, achieving increase in gross and net profits through strategic pricing and sales initiatives. Implement new service menus and an optimized sales process, resulting in increase in Hours per Repair Order (RO) and strengthened Effective Labor Rate (ELR). Actively refine processes to sustain growth in profits, with ongoing initiatives projected to further increase overall service department revenue.

•Boosted overall profits by implementing strategic sales processes and optimizing service operations, increasing revenue.

•Elevated Customer Satisfaction Index (CSI) scores through improved customer engagement practices and service delivery.

•Enhanced staff sales techniques by conducting targeted training sessions, improving ability to overcome objections, leading to boost in sales conversion rates.

•Boosted team morale by fostering positive work environment, implementing recognition programs, and offering ongoing professional development, leading to increase in staff retention.

Fixed Operations Director CA Car Group Dec 2018 – Dec 2020

Directed all facets of Parts and Service operations, implementing best practices to enhance workflow and drive increase in revenue across new locations. Developed and implemented processes, set performance expectations, and established policies, resulting in streamlined operations. Utilized forecasting and reporting to identify growth opportunities, increasing profitability.

•Appointed as Fixed Ops Director for group expansion, successfully overseeing acquisition of seven new stores and rebuilding staff and customer base, resulting in improvement in operational efficiency.

•Opened multiple new service points, expanding market reach and increasing annual revenue.

Parts & Service Director Toyota of Walnut Creek – Walnut Creek, CA April 2015 – Dec 2018

Introduced new processes, structures, and accountability measures, resulting in improved operational efficiency and reduction in service delays. Structured Business Development Center (BDC) team, implementing advanced appointment scheduling system, customer retention tools, updated service menus, and grid pricing, which increased customer engagement and appointment conversion rates.

•Reorganized Parts and Service operations for team of 48 technicians and 15 advisors in unionized environment, enhancing overall workflow and productivity.

•Elevated store to top five in regional Parts & Labor sales through strategic menu design, increased Hours per Repair Order (HPRO), and strengthened Effective Labor Rate (ELR).

•Achieved top five rankings in service efficiency and retention, with Customer Service Index (CSI) scores placing in the top 10 out of 58 regional dealers.

•Upgraded facilities with state-of-the-art equipment and technology, improving operational efficiency.

•Bolstered Hours per Repair Order (HPRO) and Effective Labor Rate (ELR) by 32%, driving net profits to 25% of net-to-gross ratio.

Fixed Operations Director VP Fairfield Auto Mall – Fairfield, CA Oct 2011 – April 2015

Devised strategic plan and structured staff training on service fundamentals, including meet and greet, vehicle walkarounds, Multi-Point Inspections (MPIs), service menus, and techniques to increase Hours per Repair Order (HPRO) and improve Effective Labor Rates (ELR). Transitioned pay plans to a performance-based model, incentivizing staff productivity and driving better service outcomes.

•Doubled gross profit from $650,000 to $1million over three-year period through process improvements, strategic planning, and enhanced staff training.

•Standardized policies across 14 franchises, streamlining operations and reducing procedural discrepancies, leading to more consistent customer experience.

•Successfully negotiated eight-year exemption from union contract renegotiations, mitigating potential operational disruptions and securing more flexible work environment.

•Spearheaded rebuilding and implementation of policies and procedures for new dealer group representing 17 different manufacturers, resulting in streamlined operations and enhanced service standards.

Additional Experience

Service And Parts Director Dublin Volkswagen, Hyundai & Toyota – Dublin, CA

Fixed Operations Director Tracy Chevrolet, Buick – Oldsmobile Tracy, CA

Service Manager Val Strough Chevrolet – Antioch, CA

Service Manager Crown Chevrolet, Buick – Dublin, CA

Certifications & Professional Development

GM Certified in all phases of Dealership Operation

Hyundai Certified Platinum

Volkswagen Certified Service Director

Fiat Certified Service Director

General Motors University of Automotive Management

NCM Dealer 20 Group Graduate

NADA Parts, Service Fixed Operations and Dealer Candidate Training

Joe Verde Sales Training

Jeff Sacks Service Manager Training

Jeff Sacks GSM and GM Training

NCM 20 GROUPs

(Over 300 hours of continuing training): Training the Trainer - Sexual Harassment in the work place - Operational Controls - Computer Operations - Work Place Diversity - Customer Service and Satisfaction - Sales & Up-selling - Project Management - Certified VW Platinum Service Manager - Certified Hyundai Platinum Service Manager, Certified Chevy, Buick, GMC Service Manager, Certified Fiat Service Manager, Nissan Certified Manager.

Professional Affiliations

Appointed to the Chevrolet Professional Service Council Regional Advisory Board

Member: Chevrolet Professional Service Council

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