Service Mananger / Directori

DANIEL L JOFFE

AUTOMOTIVE SERVICE EXPERT

SUMMARY: Fourteen years experience in the automotive industry, graduating from UTI with a degree in Automotive Technology and working as a Certified Technician, Master Service Advisor, Master Service Manager, and Master Service Director. Extensive experience in customer retention, employee satisfaction, and dealership profitability. Expertise in: development and implementation of all service processes, staffing, scheduling, reporting, handling customer concerns, training, management of all day to day operations, and expense control. Experience in multiple brands including Toyota, Lexus, and Infiniti.

ACHIEVEMENTS/CERTIFICATIONS:

·President’s Award 6 years in a row since I was promoted to ASM at World Toyota

·SET Top Performer each year

·#1 ASM in the nation for Group 1’s synthetic oil contest

·Master Certified Service Advisor

·Master Certified Service Manager

·Master Certified Service Director

·#2 Import Service Department in Group 1 Automotive

·#2 Infiniti Tire seller in Nation for 2017

·Group 1 Top Performer in Tire sales each year in management

·Winner of Infiniti’s Leadership bonus 6 of 7 fiscal quarters

·Classically trained in time, RIM process, and multiple sales courses to increase CP service gross

·Graduate of Toyota Financial College, using financial statement/MIS in CDK/Qlikview

·Certified in Reynolds & Reynolds, CDK, Autopoint, Xtime, ASR, Qlikview, WSA, TechCheck, Eroute, MPI

PROFESSIONAL EXPERIENCE:

BEAVER TOYOTA. Cumming, GA - November 2019 - Present

Assistant Service Leader

•Manage day to day service operations with advisor staff, valets, express team, and main shop

•Train and assist advisors on sales techniques and product knowledge

•Help with overflow and write repair orders when needed or short staffed

•Assist Fixed Director with process development and improvements

•Streamlined write up process with Reynolds representative to decrease write up times

•Handle heat case issues head on and resolve in solutions fair to both the customer and the store

•Re-certified the ASE C1R Service Consultant test

•Proficient in Reynolds & Reynolds software in creating/billing repair orders as well as reporting tools

•Lead service team that produced double digit percentage total gross increase each month year over year before covid19

ASBURY AUTOMOTIVE GROUP. Atlanta, GA

NALLEY TOYOTA ROSWELL - March 2018 - October 2019

Service Manager

·Manage day to day operations in service overseeing 73 employees and averaging 170 ROs per day

·Maintain a high level of CSI by being involved in any customer concern and resolving the issue to a fair outcome to the customer and the dealership, above district average every month of tenure

·Increase CP labor gross 5% YOY even with drastic decline in manufacturer recalls from previous year

·Increase CP RO count and overall service retention by 3% with targeted marketing and social media posts

·Responsible for increases in CP hours per RO and CP ELR by working directly with advisor team

·Maintain the Toyota Express Maintenance Program to the highest level

·Train all advisors on new sales techniques, computer programs, and processes to increase sales and CSI

NALLEY INFINITI MARIETTA - June 2016 - March 2018

Service Manager

·Department Head brought in to create and implement processes for each aspect of the service department, increase fixed gross, increase retention, and increase CSI scores

·Update service drive and lounge area to create a better and more modern customer experience

·Build creative schedule for a team of technicians to perform a massive backlog of timing chain recalls, including afterhours parties to make immediate impact

·Designed a shop structure with a foreman and team leaders to manage shop workload and technician accountability which drastically improved cycle times decreasing wait times by over 40%

·Manage day to day operations in service overseeing 48 employees and averaging 80 ROs per day

·Set record months in CP labor gross, CP parts gross, overall fixed gross, and fixed absorption

·Maintain a high level of CSI by being involved in any customer concern and resolving the issue to a fair outcome to the customer and the dealership

·Analyze reports and review ROs on a daily basis holding employees accountable to process, while coaching toward improvement

·Increase CP RO count by 10% and overall retention by 5% with targeted marketing and social media posts

·Maintain the Infiniti Express Maintenance program to highest level by building a new dedication detail shop location specifically for express maintenance

·Worked cross functionally with other department heads to resolve interdepartmental issues and improve internal processes

·Train all advisors on new sales techniques, computer programs, and processes to increase sales and CSI

·Perform yearly warranty labor rate increases

NALLEY LEXUS ROSWELL- August 2015 - June 2016

Service Manager

·Manage day to day operations in service overseeing 65 employees and averaging 90 ROs per day

·Maintain a high level of CSI by being involved in any customer concern and resolving the issue to a fair outcome to the customer and the dealership, above district average every month of tenure

·Immediate increase in CP labor gross by more than 10% due to sales training directly with advisor staff and technician process, setting records in sales gross and YOY increase percentages

·Maintain the Lexus Express Maintenance Program to its highest level

·Train all advisors on new sales techniques, computer programs, and processes to increase sales and CSI

GROUP 1 AUTOMOTIVE. Atlanta, GA

WORLD TOYOTA - June 2006 - August 2015

Service Director

·Department Head in charge of growing the business by driving CP sales and minimizing expenses while maintaining high CSI

·Develop and implement new processes for advisors and technicians to reduce wait times as well as provide quality inspections to the customer in time

·Analyze reports and review holding employees accountable to the process and providing coaching and training

·Initiate monthly spiff programs and contests for service employees to drive key products and employee competition, making it fun to sell

·Create aggressive marketing strategy to target retention with multiple marketing firms, including live phone calls, email campaigns, and traditional mail

·Handled and resolved all customer relations concerns with factory contacts as well as social media alerts

·Worked with other department heads in weekly meetings to resolve any interdepartmental issues as well as revise and improve internal processes such as used car recon

·Conduct yearly warranty labor rate increases

·Organize factory training for advisors and technicians to maximize certification statuses and progress staff with increased product knowledge

Service Manager

·Managed day to day operations in service overseeing 63 employees and averaging 180 ROs per day

·Maintained a high level of CSI by being involved in any customer concern and resolving the issue to a fair outcome to the customer and the dealership

·Implemented the Toyota Express Maintenance Program

·Trained all ASMs on new sales techniques, computer programs, and processes to increase sales and CSI

·Provided innovative ideas to utilize social media and other outlets to drive business

Assistant Service Manager

·Managed a team of 4 technicians, providing them with ample work to obtain daily and monthly goals set by the Service Manager

·Obtained Master ASM status with Toyota by passing all tests, training modules, and ASE requirements

·Held a high level of CSI while leading the department month to month in CP labor and CP parts sales

·Displayed 100% utilization of all processes laid out by management

·Built role as a leader on the service drive to promote teamwork and healthy competition

Service Technician

·Provided quality service and repairs to customer vehicles, with efficiency and little to no comebacks

·Obtained Expert Technician status with Toyota by passing all tests, training modules, and ASE requirements

·Extensive knowledge of diagnostic equipment and Techstream utilization

EDUCATION:

·Universal Technical Institute Florida 2004-2006 - Technical Degree in Automotive Technology

·University of Georgia 1998 -2004 - Bachelor’s Degree

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