Service Manager with CSI-driven Leadership and Operations

SCOT HAYES

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CONCORD NH *****

Cell 603-***-****

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Experience:

Bob Mariano Chrysler Dodge Jeep Ram Concord, NH

Service Manager 06/2017 to Present

HIRE AND SUPERVISE ALL SERVICE AND RECON. DEPT. PERSONNEL.

DISPATCH WORK TO TECHNICIANS ACCORDING TO THEIR QUALIFICATIONS

ADDRESS CUSTOMERS CONCERNS AND COMPLAINTS TO MAINTAIN A HIGH CUSTOMER SERVICE INDEX (CSI) RATING

OVERSEE BUILDING MAINTENANCE AND UPKEEP

DIRECT AND ASSIST SERVICE CONSULTANTS WITH WRITING REPAIR ORDERS, UPSELLING REPAIRS AND SERVICE ALONG WITH SETTING APPOINTMENTS

PREPARE DEPARTMENT PAYROLL, BUDGET, P&L REPORTS AND CREATE DEPARTMENT GOALS AND OBJECTIVES

PURCHASE DEPARTMENT SUPPLIES AND TOOLS

CODE AND SUBMIT

MANUFACTURERS WARRANTY REPAIR CLA

POULIN CHRYSLER JEEP DODGE RAM ROCHESTER NH

SERVICE MANAGER 03/2010 to 06/2017

HIRE AND SUPERVISE ALL SERVICE AND RECON. DEPT. PERSONNEL.

DISPATCH WORK TO TECHNICIANS ACCORDING TO THEIR QUALIFICATIONS

ADDRESS CUSTOMERS CONCERNS AND COMPLAINTS TO MAINTAIN A HIGH CUSTOMER SERVICE INDEX (CSI) RATING

OVERSEE BUILDING MAINTENANCE AND UPKEEP

DIRECT AND ASSIST SERVICE CONSULTANTS WITH WRITING REPAIR ORDERS, UPSELLING REPAIRS AND SERVICE ALONG WITH SETTING APPOINTMENTS

PREPARE DEPARTMENT PAYROLL, BUDGET, P&L REPORTS AND CREATE DEPARTMENT GOALS AND OBJECTIVES

PURCHASE DEPARTMENT SUPPLIES AND TOOLS

CODE AND SUBMIT MANUFACTURERS WARRANTY REPAIR CLAIMS LAKE'S CHRYSLER,JEEP LTD. BELMONT NH

SERVICE & PARTS DIRECTOR 01/06 to 03/2010

HIRE AND SUPERVISE ALL SERVICE, PARTS AND RECON. DEPT. PERSONNEL.

DISPATCH WORK TO TECHNICIANS ACCORDING TO THEIR QUALIFICATIONS

ADDRESS CUSTOMERS CONCERNS AND COMPLAINTS TO MAINTAIN A HIGH CUSTOMER SERVICE INDEX (CSI) RATING

OVERSEE BUILDING MAINTENANCE AND UPKEEP

DIRECT AND ASSIST SERVICE CONSULTANTS WITH WRITING REPAIR ORDERS, UPSELLING REPAIRS AND SERVICE ALONG WITH SETTING APPOINTMENTS

PREPARE DEPARTMENT PAYROLL, BUDGET, P&L REPORTS AND CREATE DEPARTMENT GOALS AND OBJECTIVES

PURCHASE DEPARTMENT SUPPLIES AND TOOLS

PURCHASE PARTS AND MONITOR INVENTORY TO ENSURE IT IS CURRENT AUTOSERV OF CONCORD, KIA CONCORD NH

SERVICE MANAGER 12/03 to 01/06

DISPATCH WORK TO AUTOMOTIVE TECHNICIANS

ADDRESS CUSTOMERS CONCERNS AND COMPLAINTS

CODE AND ENTER WARRANTY CLAIMS FOR PROCESSING

COORDINATE AND DIRECT DAILY RECONDITIONING DEPARTMENT ACTIVITY

OVERSEE BUILDING MAINTENANCE AND UPKEEP

PREPARE SERVICE DEPARTMENT PAYROLL

WRITE AUTOMOTIVE REPAIR ORDERS AND MONITOR THEM FROM START TO FINISH TO ASSURE ALL WORK WAS COMPLETED PROPERLY

ADVISE AND UPSELL NECESSARY REPAIRS AND SERVICES TO CUSTOMERS

SET APPOINTMENTS FOR CUSTOMERS

CARLSON'S CHRYSLER MOTOR SALES CONCORD NH

ASSISTANT SERVICE MANAGER 05/00 to 12/03

SET APPOINTMENTS FOR CUSTOMERS

WRITE AUTOMOTIVE REPAIR ORDERS AND MONITOR THEM FROM START TO FINISH TO ASSURE ALL WORK WAS COMPLETED PROPERLY

ADVISE AND UPSELL NECESSARY SERVICES AND REPAIRS TO CUSTOMERS

ADDRESS CUSTOMERS CONCERNS AND COMPLAINTS

DISPATCH WORK TO THE AUTOMOTIVE TECHNICIANS ACCORDING TO THEIR ABILITY LEVELS

CONCORD LINCOLN MERCURY CONCORD NH

LEAD AUTOMOTIVE SERVICE CONSULTANT 06/96 to 05/00

SET APPOINTMENTS FOR CUSTOMERS

WRITE AUTOMOTIVE REPAIR ORDERS AND MONITOR THEM FROM START TO FINISH TO ASSURE ALL WORK WAS COMPLETED PROPERLY

ADVISE AND UPSELL NECESSARY REPAIRS AND SERVICES TO CUSTOMERS

DISPATCH WORK TO AUTOMOTIVE TECHNICIANS ACCORDING TO THEIR ABILITY LEVELS

ADDRESS CUSTOMERS CONCERN AND COMPLAINTS

CODE AND ENTER WARRANTY CLAIMS FOR PROCESSING

CLEAR DIFFERENCE AUTOBODY LOUDON NH

OWNER/OPERATOR/TECHNICIAN 09/94 to 06/96

PERFORM AUTOBODY REPAIRS AND REFINISHING

WRITE REPAIR ESTIMATES AND PERFORM CUSTOMER SERVICE

PERFORM ALL ASPECTS OF SMALL BUSINESS MANAGEMENT Education: NEW HAMPSHIRE TECHNICAL COLLEGE NASHUA NH ASSOCIATES DEGREE 1994

APPLIED SCIENCE / COLLISION REPAIR TECHNOLOGY

Training:

CERTIFIED CHRYSLER AUTOMOTIVE SERVICE MANAGER

MASTER CERTIFIED FORD MOTOR COMPANY AUTOMOTIVE SERVICE ADVISOR

KNOWLEDGE OR REYNOLDS & REYNOLDS, ADP, UCS, MPK AND AUTOMATE AUTOMOTIVE DEALER COMPUTER SYSTEMS

References: Available upon request

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