Assistant Service Manager

Glenn Dittmar

**** ********** ** **********, ** *8848

517-***-**** **********@*****.***

Profile

Results-driven and capable manager with 20 years successful experience in the automotive service field. A proven track record of reducing costs and improving company processes. Experienced in training, managing and motivating staff. Successful in both team-based and self-managed projects, with focus and commitment. A tactful and tenacious people-person. Meticulous and accurate attention to detail. Highly trustworthy, ethical and discreet with sharpened problem solving abilities. Displays dedication and determination in all endeavors, with diligent attention to key metrics for optimal end results.

Skill Summary

Team Training,Supervision & Leadership Automotive Expertise

Customer Service & Retention

Process Improvement Skills

Cost Control & Budget Management Verbal & Written Communication

Professional Experience

TOYOTA OF GRAND RAPIDS GRAND RAPIDS, MI 1996 - 2011

Assistant Service Manager

* Attained and maintained level of assistant service manager expert. Leveraged time management skills to maximize production within available hours in a fast-paced, intense environment. Maintained weekly production totals at a consistent 97% rate, based on allowable hours.

* Maximized problem-solving and decision-making skills to resolve all issues with superior results, which included customer satisfaction and reduced company expense.

* Improvements to customer service and retention increased sales, which resulted in top tier rating for monthly and weekly revenue totals. Systematic growth resulted in the need for building expansion and work force increases.

* Hired, trained, mentored and supervised employees, which included evaluations and dismissals. Prepared and submitted weekly payroll to accounting for processing. Formulated and established employee incentive programs.

* Designed and implemented a team system with select leaders and supporting personnel. Collaborated with team leaders to facilitate production schedules and part availability. This ensured consistent pace and timely completion. Liaison between departments to ensure maximized efficiency and customer satisfaction.

* Composed and established new department policies to reduce overhead and enhance efficiency. Tracked implementation and adjusted to achieve effective transition.

* Adapted superb written and verbal communication skills to articulate complex mechanical and electrical problems to consumers. This facilitated customer comprehension of the necessity and urgency for repairs and maintenance. Listened carefully to customer complaints to formulate an optimum resolution suitable to all parties. Maintained a customer satisfaction rating higher than 94%, which contributed to improved customer retention.

* Championed redirection from an outside source to the utilization of a dealership owned body shop. This captured a new revenue stream.

SPARTAN TOYOTA LANSING, MI 1992 - 1996

Service Advisor

* Greeted customers and performed vehicle inspections to determine necessary repairs and maintenance.

* Created parts and labor estimates accurately. Scheduled vehicle maintenance and repairs within time constraints. Verified parts availability and confirmed completion times.

* Maintained communication with all departments to ensure timely fulfillment, customer satisfaction and mitigate conflicts. Devised superlative resolutions, in relation to cost and effectiveness, for all parties involved.

BETTEN TOYOTA GRAND RAPIDS, MI 1990 - 1992

Warranty Administrator

* Verified standard repair times by analyzing data and speaking directly with service personnel. Developed advanced analytical and problem-solving skills. Communicated with superior verbal and written abilities, which facilitated warranty resolution.

* Developed and implemented procedures for submitting parts and labor warranty invoices to the factory for reimbursement. Tracked and updated warranty claims and cost avoidance figures. Offered recommendations to reduce company warranty labor expense and customer downtime.

* Audited parts and labor accounts bimonthly. Created and implemented journal adjustments to reconcile accounts. Responded to all accounting department questions.

Education

Bachelor of Science, Automotive & Heavy Equipment Management

Ferris State University, Big Rapids, MI - 1990

Associate of Applied Science Automotive Service Technology

Ferris State University, Big Rapids, MI - 1988

Continuing Education and Certification

Leadership Practices for Maximum Team Efficiency

The University of Toyota - 2003

Power of Communication

The University of Toyota - 2003

Computer Skills

DealerTrack Arcona DMS ADP payroll system software Reynolds and Reynolds DMS MS Word MS Excel

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