Manager Service
Resume:
Jonathan Jordan
Duluth, Georgia 30096
***********@*****.***
Objective: To increase sales and profit in a demanding work environment while maintaining the highest level of customer service.
Work Experience
Jefferson Motor Company, March 2020-Current
Service Director
As a Ford Certified Service Manager I forecasted goals and objectives for the department and strived to meet them.
Increased customer pay hours 22% first month by implementing inspection based selling process, and MPI processes.
Monitored expenses and maintained industry standard expense structure.
Made customer satisfaction a department priority, ensuring that service personnel are courteous and respectful in their interaction with customers.
Developed dealership service pricing plans based on the market.
Increased Adjusted Selling Gross by 38% within first 2 months.
Hennessy Ford Lincoln, August 2017-March 2020
Service Manager
●As a Ford Certified Service Manager I forecasted goals and objectives for the department and strived to meet them.
●Increased Gross Profit from $220,000 in August of 2017 to $540,000 in 2019.
●Maintained a 10-15% increase in customer pay hours each month.
●Monitored the performance of the service department.
●Fostered professional employee development and coordinated with department managers to determine need for advanced training.
●Worked closely with team leads to ensure high-quality service repairs and minimized comebacks by conducting periodic spot checks of completed jobs for thoroughness and quality.
●Made customer satisfaction a department priority, ensuring that service personnel are courteous and respectful in their interaction with customers.
●Handled customer complaints immediately and according to the dealership's guidelines.
●Administered warranty claims, reviewed warranty policy adjustments, understood and applied warranty guidelines, ensured correct processing of claims, and communicated warranty information and clarifications to customers.
●Developed dealership service pricing plans based on the market.
●Worked with the Fixed Operation Director to find ways to improve the overall profitability of the dealership.
●Increased tech efficiency from 32% to 95% within the time that I was Service Manager
●Implemented new advisor and technician procedures for more sustainable growth.
Gwinnett Place Ford May 2015-Aug 2017
Service Manager
●As a Ford Certified Service Manager I forecasted goals and objectives for the department and strived to meet them.
●Increased Gross Profit from $215,000 in 2015 to $460,000 in 2017.
●Increased customer pay hours on average 10% each month.
●Hired, trained, monitored growth of employees while tenured at the dealership.
●Maintained technician efficiency at 108% while employed at Gwinnett Place Ford.
●Monitored and tracked trends for business and forecast needs.
●Implemented new procedures for employees to follow to have more structure.
Sandy Springs Ford, June 2011- 2015
Service Lane Manager
●Part of the service team that implemented new process to achieve the highest level of sales.
●Increased service department labor gross from $75,000 gross to $230,000 in three years.
●Lead team of service advisors in daily meetings to cover sales objectives for day, current month and customer viewpoint responses.
●Assist Service Manager with tracking of loaners and sales as well as dispatching new repair orders.
●Average $172,000 in monthly sales in parts and labor. Maintain an above group customer viewpoint score.
●Average over 400 repair orders a month while maintaining the highest level of customer service.
●Train new employees on Sandy Springs Ford processes which include greeting the customer, performing walk around with customers, advising customers of necessary services, and closing of the sale.
●Stayed in the top 5% of all peers in penetration level for the group.
Education:
Bachelor of Science in Business Management
Wingate University, Wingate, North Carolina (2008)
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