Customer Service Manager

Daniel McEntee

Business Professional

Zion, IL **099

************@*****.***

+1-312-***-****

Professional Summary

Skilled Field Service Manager with 15+ years of experience in the automotive industry, specializing in inspection processes and customer service excellence. Proven track record in managing dealership operations, enhancing customer retention, and implementing service strategies that drive profitability. Adept at leveraging technology to streamline operations and improve efficiency, with strong leadership capabilities demonstrated through effective team management and training initiatives. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Field Service Manager

Alliance Inspection Management-Remote

October 2024 to April 2025

• Documented inspection findings accurately and comprehensively, including photographs and written reports

• Leveraged technology tools such as mobile applications or specialized software systems to streamline inspection processes and improve efficiency

• Developed and maintained a database of inspection records, ensuring accurate and accessible documentation for future reference or analysis

• Conducted floor plan audits for FMCC and NMAC to accurately report inventory levels and appropriate payments.

Field Technician

Southern Cross LLC-Milwaukee, WI

May 2024 to September 2024

● Manage daily assigned tasks for safety, quality, and efficiency to exceed customer expectations.

● Schedule and plan work efficiently

● Follow all safety rules, organizational policies, and procedures.

● Interact with the public, client’s customers, and client’s personnel professionally, respectfully, and cordially.

● Accurately complete task reports and work-related reports in a timely manner

● Protect, inspect, and maintain assigned equipment and vehicle. Parts Coordinator

Caljan Inc-Menomonee Falls, WI

April 2023 to February 2024

• Manage all facets of parts order fulfillment in Microsoft Dynamix AX (ERP).

• Assist customers in identifying items and provide quotes that reflect accurate/realistic pricing and lead times.

• Report Key Performance Indicators (KPI’s) to the National Service Manager in a timely and efficient manner.

PDL Experience Coach

MSX International-West Allis, WI

June 2022 to November 2022

• Design and maintain a consistent Pickup & Delivery Experience for customers from appointment to delivery

• Become a subject-matter expert on technology – Redcap, Ford pass, CRM, BDC Appointments, in-house scheduling tools, and DMS

• Provide best practices on how to track and monitor progress through DMS -ROs, BDC, CRM, and CXOne

• Hands-on software application training

• Face-to-face interactions in dealership settings with all customer-facing dealership employees

• Counsel dealership management on leveraging the Ford PDL to grow sales in both fixed and variable departments

• Counsel dealership management on leveraging Ford PDL to improve customer satisfaction scores and increase customer loyalty. Retaining customers is always a less expensive proposition than conquest new customers

• Communication and documentation after each contact with the dealership.

• Meet defined metric goals for assigned dealers within a set geographic area

• Ensure proper Business Development Center (BDC) service department integration

• Interface with Regional Sales, Service, Parts, and Zone management to ensure cross-communication of dealer process changes underway and any opportunities for improvement District Manager Aftersales Remote

MSX International-West Allis, WI

November 2021 to June 2022

• Interface with approximately 30 – 40 assigned dealerships to proactively consult and provide support

• Build strong relationships with dealer operators, dealer managers, regional offices and zone teams

• Dealership contacts utilizing various communication devices and technologies (phone, text, email, screen share, Facetime and IM)

• Thoroughly prepare for each remote standardized dealer contact by identifying dealer priorities/ needs, reviewing relevant reports, and preparing an agenda that addresses GM’s and the dealer’s sales, retention and revenue priorities.

• Consult with dealerships to increase the fixed operations overall customer retention/profitability and identify follow-up or action items for next contact

• Achieve sales objectives for district by consulting with dealerships on how to grow their fixed operations and maximize the Part and Service Excellence (PASE) program

• Focus one’s efforts on evaluating the parts department inventory management processes to eliminate waste, increase parts loyalty and profitability and improve efficiencies

• Coordinate resolution to warranty and customer related issues by working with the Warranty Support Center, Regional Warranty team and Customer Assistance following GM policies & procedures

• Focus one’s efforts on evaluating the dealership’s service customer experience based on customer data and observations and assist in continuous improvements / problem resolution to build customer loyalty, including CSI performance, service lead close rates, etc.

• Work with dealership and digital district manager (if applicable) to analyze marketing and merchandising plan, including dealership’s digital presence, against GM brand direction, current market trends and dealership’s customer needs to identify business opportunities

• Set priorities to execute assigned responsibilities independently, and willingly takes on any task to grow fixed operations (adoption of SAVI, Tekion, or eAdvisor for example) by acting as the dealerships trusted advisor

• Stay abreast of changes in General Motors and industry to adapt quickly. Evaluate processes, systems and tools to make alterations

• Integrate and communicate with all representatives that call on the dealership on behalf of GM to offer outstanding and cohesive support. For example: Work with your sales counterpart to create a dealer business plan and monitor progress to plan throughout the year

• Efficiently and effectively deal with customer needs and issues as they arise. Determine key issues and resolutions

• Maintain a working knowledge of the competitive service environment within assigned markets

• Effectively manage time and projects and measure/prioritize work with limited supervision

• Use knowledge of marketing fundamentals (Product, Price, Place, Promotion) to develop and execute retail marketing plans

• Implement strategies - with MSXI Field Team to grow the business, increase efficiency customer satisfaction, and customer service retention.

• Meet defined metric goals

• Share best practices, ideas, success stories and analysis techniques

• Travel as necessary, including overnights

• Complete other special assignments if necessary

Service Development Specialist

MSX International-Milwaukee, WI

September 2021 to November 2021

• Implement service strategies with dealership service department strategies to grow the business, increase dealer profitability, customer satisfaction, and customer service retention

• Implement, train and monitor dealers on service lane processes

• Become a center of expertise with OnStar and the following service lane tools:

• Service Workbench (SWB)

• Online Service Scheduling (OSS)

• Work cooperatively with decision-makers at all levels of dealership management to increase objectives, including but not limited to:

• Service Lane processes

• Inclusion of OnStar activations

• Customer Retention

• Dealer profitability

• Provide face-to-face sales and technical training

• Assist dealers with OnStar reactivation within the service lane

• Assist dealers with improving LOF/MPVI cycle times to under 60 mins

• Meet defined metric goals for assigned dealers within a set geographic area

• Track metric progress of assigned dealers within a geographic area of responsibility, while qualifying and evaluating new dealerships for service strategy implementation

• Ensure dealer processes are in place to gather local competitive data

• Ensure proper Business Development Center (BDC) service department integration

• Interface with District Sales, Service, Parts and Zone management to ensure cross communication of dealer process changes underway and any opportunities for improvement

• Share best practices, ideas, success stories and analysis techniques via the SDM forum

• Travel as necessary, including overnights

• Attend regional and national training and special events

• Complete other special assignments if necessary

• Utilize and maintain company provided vehicle

• Complete and submit weekly expense reports

• Document daily dealership interaction/activities in MSX proprietary system Parts Specialist

CNH Industrial-Racine, WI

April 2021 to August 2021

• Professional calls and emails with customers to resolve issues

• Log in orders through the company database

• Provide complete and accurate part(s) identification information for corrective actions

• Research dealer issues and track down updates

• Identify errors, propose suggested changes, and escalate to Global Parts Publishing Team.

• Submit issues to Depots for inspection and corrective action to ensure good part shipped.

• Complete forms with suggestions for corrective actions necessary Education

Bachelor of Arts in Business Management

University of Cincinnati - Cincinnati, OH

May 1995

High school diploma or GED in General Studies

Whitney Young High School - Chicago, IL

September 1987 to June 1991

Skills

• Supply chain

• Shipping & receiving

• Climbing

• Mechanic Experience

• Microsoft Office

• Blueprint Reading

• Dealership Experience

• Succession planning

• Administrative Experience

• Automotive diagnostics

• Mechanical knowledge

• Administrative experience

• Adjudication (3 years)

• Data entry

• Construction

• Microsoft Outlook

• Mechanical Knowledge

• Basic Math

• CRM software

• Communication skills

• Negotiation

• Warehouse management system

• Manufacturing

• Oil Change

• Microsoft Word

• Statistics

• Typing

• IT

• Customer relationship management

• Sales

• Oracle

• Time management

• Computer skills

• Filing

• Management Experience

• Auto Service Management

• Human resources

• Project management

• MRP

• Computer Networking

• Training & development

• Pricing

• Inside sales

• English

• Supervising experience

• Forklift

• Loan origination

• Property management

• Recruiting

• Leadership Experience

• Adobe Acrobat

• Office experience

• Organizational skills

• Microsoft Excel

• Financial acumen

• Technical support

• Fundraising

• Customer Service

• Brake Repair

• Accounting

• Vehicle Maintenance

• Event planning

• Suspension

• Financial management

• Management

• Merchandising

• Leadership

• Inventory control

• Early childhood education

• Time Management

• Quality Assurance

• Automotive Repair

• Microsoft Dynamics Navision

• Continuous improvement

• Automotive Diagnostics

• Microsoft Powerpoint

• Photography

• Process improvement

• Automotive repair

• Credit Analysis

• Service Technician Experience

• Inventory management

• Inventory

• Cash Handling

• Computer science

• Intake Experience

• Automotive service

• Sales Management

• Grant writing

• Software implementation

• Tire Service

• Alignment

• Transmissions

• NetSuite

• Budgeting

• Mediation (3 years)

• Team Building

• Marketing

• Project management software

• Excel

• Loan officer experience

• Relationship management

• Service writing

• Procurement

• Logistics

• Phone etiquette

• Auto Estimating

• Analysis skills

• QuickBooks

• Finance & Insurance (3 years)

• training

• Customer service

• Childcare

Languages

• English - Expert

Awards

National Merit Scholar

June 1991

George Washington Carver Scholarship award for academic excellence. Certifications and Licenses

Basic Personal Lines Inspector

February 2025 to Present

Forklift Certification

ASE Certification

Driver's License

CFR

September 2023 to September 2025

First Aid Certification

September 2023 to September 2025

CPR Certification

September 2023 to September 2025

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