Professional with 31 years with of Service/Parts management experience
Resume:
MARK C. KLEIN
Raleigh, NC 27609
Home Phone: 630-***-****
Cell Phone: 336-***-****
Fax: 775-***-****
Email: **********@*****.***
SUMMARY: Professional with 31+ years with Franchise Dealerships and Retail Service Facilities Service Management, Store Management, Inventory Management and Parts Management experience including an in-depth knowledge of the buy/sell process for 2 dealerships. The understanding of success in terms of the whole team to accept economic challenges while constructing compelling development plans to meet company goals; A Proven history of successful management expertise and meeting or exceeding monthly company and personal goals; Extensive experience in leadership, motivational ability, time management, organizational skills, people management, training, coaching, counseling, staff development and team building skills.
Experience:
Merchant's Tire & Auto Centers, Greensboro, NC: Service Manager
10/10 to 01/11
Directed all service department activities of the store and engaged in the selling of tires, related automotive parts, mechanical services and repairs. I was responsible for developing and directing a team of General Service Technicians, Sales Associates and Mechanics to exemplify the highest level of quality and customer service. Responsible for assuring compliance to all Merchant’s Tire & Auto Centers’ policies and procedures for automotive services.
Accomplishments:
Performed an in-depth analysis of the operation's staff, processes and procedures and made several changes to effect and improve customer service, sales, profits and efficiency.
Developed and initiated a training program to improve the staff's telephone, verbal and written communication skills to insure strong customer service that demonstrated the highest level of professional integrity.
Developed several customer retention and follow-up programs to insure the growth of the business and repeat business.
I conducted weekly meetings with the staff conveying performance, expectations, goals, training, and safety.
Initiate an aggressive tire campaign in an effort to increase tire sales and profits which had been a missed opportunities in the past.
Set the tone for daily operations expectations primarily by leading by example.
Carolina Automotive Group, High Point, NC: Fixed Operations Manager
03/10 to 06/10
I was retained as a contract consultant to improve under-performing parts and service operation. On the parts side, developed and initiated several programs to address each issue such as parts inventory controls, obsolescence reduction, front counter retail business, outside wholesale business, parts supply to the service department and internal business growth. On the service side, developed and initiated many new processes and procedures to improve customer satisfaction; improved Service Advisor and Technician performance and efficiency and clearly defined warranty controls for this multi-franchise/multi-store dealership operation. Responsible for supervising and assist in training and development of the Service Manager, Parts Manager, as well as all of the service and parts staff. Worked closely with the Parts Manager on the parts inventory to maximize inventory turns and support customer service with ultimate accountability to improve departmental and company profits. Obtained profitable levels of inventory of automotive parts to support the operations of all departments and customers; recruited, hired and assisted in the development of several new Technicians to support the needs of the growth in business and optimize the overall performance of this multi-franchise dealership's fixed operations; supervised a staff of 2 managers, 12 employees and 5 contract workers.
Accomplishments:
I improved the performance of both the Parts and Service Departments by working closely with the management teams to develop programs to increased sales, profits, parts inventory performance service efficiency and customer satisfaction.
Developed and initiated a parts and service menu after conducting an in depth competitor market survey.
I initiated several customer retention and marketing programs to insure the growth of the business.
I worked closely with the company Internet Manager to incorporate parts and service specials on both of the company's websites. Also participated and managed an online parts ordering and service appointment program from both company websites.
Conducted weekly meetings with the Service Advisors and Parts personnel to outline and train them on any newly developed programs prior to launch.
Conducted monthly meetings with the Technicians to evaluate and discuss progress made in the shop and identify opportunities for improvement.
I partnered with a tire supplier to initiate an aggressive tire campaign in an effort to increase tire sales and profits which had been a missed opportunity in the past.
I successfully completed the contract initiatives ahead of schedule on June 4, 2010.
Ciener-Woods Ford/Crossroads Ford, Kernersville, NC: Parts Manager
04/05 to 02/10
I was retained to improve an under-performing parts operation. I initiated several programs to address each issue such as inventory obsolescence, front counter retail business, outside wholesale business and internal business growth. I was responsible for managing the parts inventory to maximize inventory turns and support customer service with ultimate accountability to improve departmental and company profits. We obtained profitable levels of inventory of automotive parts to support the operation of a mid-size Ford dealership. I supervised a staff of four employees.
Accomplishments:
I revived an under-performing Parts Department by working closely with the management team to develop programs to improve sales, profits and the parts inventory performance.
Initiated an outside wholesale solicitation/sales program which resulted in a net average annual sales increase of 18.2% and accounted for over 7% of total sales volume of the department.
We achieved an average increase in retail counter sales of 3.9% resulting in a combined annual increase in gross profit and total sales of 15.6%.
I assisted with the Buy/Sell process when the Crossroads organization acquired the company in October of 2007. Prepared and successfully completed a Termination Parts Return valued at more than $98,000 and received full credit for all parts returned.
I reduced idle capital to 0%. Improved off-the-shelf fill rates to 97% or greater and achieved true inventory turn ratios of 4.7% on a monthly basis.
I launched an aggressive tire campaign with the Ford “Around the Wheel" program resulting in a significant increase in tire sales and profits. This campaign improved customer retention by more than 80% in the first two years. As a result, we broke the all-time tire sales record in 2009 with annual tire sales reaching nearly 1,000 units.
Developed and coordinated a Crossroads Customer Appreciation event in August of 2009 that resulted in more than 280 new, potential customers being added to our database.
Held the elected the position of President of the Piedmont/Triad Ford Parts & Service Club from 2007 to 2010.
Regal Ford, Inc., Winston Salem, NC: Parts Manager
08/99 to 04/05
I was responsible for the maintenance of profitable levels of inventory of automotive parts to support the operation of a mid-size Ford dealership. I also was responsible for managing the parts inventory to maximize inventory turns and support customer service with ultimate accountability to improve departmental and company profits. I supervised a staff of five employees. Additional responsibilities included: Training and “Distance Learning Center" Coordinator, Web-based Training Coordinator, STARS 2 Coordinator, Dealer Site Administrator for FMCDealer.com, Marketing, Advertising and Sales Events Coordinator, Fixed Operations Special Programs and Incentives Director, Wholesale and Fleet Business Development Center.
Accomplishments:
I initiated an outside wholesale sales program which resulted in a net average annual sales increase of 78.6% over a five year period and accounted for over 22% of total sales volume of the department.
We achieved an average increase in retail sales of 26.7% resulting in an annual increase in gross profit and an annual increase in total sales of 26.9% over a five year period.
Worked closely with Ford during the 2000/2001 Ford/Firestone Tire Recall, volunteering to be the regional supply point for direct tire shipments from Canada to receive, store and distribute tires to all dealerships in the region. Ford awarded the parts department a 10% handling allowance for our participation in the program. This allowance netted the parts department an average monthly increase of $10,000 gross profit.
Foothill Ford, Inc., Pilot Mountain, NC: Parts and Service Director
12/97 to 08/99
I was responsible for supervising 6 Technicians, 1 Tire & Lube Technician, 2 Service Advisors, a Warranty Administrator, Parts Department Manager, and Parts Department staff. Monitored the scheduling and dispatching of all service work performed. I managed the inventory levels in the parts department while maximizing inventory turns and profitability of parts and service. I supervised the condition and maintenance of all shop equipment, including electronic diagnostic equipment, heavy equipment, specialty tools, etc. I initiated the start-up of the Quality Care Maintenance Program and the Customer Reminder System. Coordinated and oversaw the annual parts inventory. Monitored daily/weekly /monthly parts and service sales and profit levels as well as expenses for all fixed operations. I, along with my support staff and technicians were responsible for the maintenance and repair of emergency vehicles for Surry County and all surrounding counties 24/7.
Accomplishments:
I put into place a parts and service program that resulted in a 111% increase in customer parts and labor sales.
I developed a customer relations program to become proactive to customer input and concerns.
I redesigned the service drive to become more presentable and customer friendly as well as more comfortable and efficient for the service advisors.
Developed, staffed, and equipped a used car prep department.
Awards: Carolina’s Best Quality Business Growth Award, 1998, Atlanta District
Michael Jordan's RPM Lincoln Mercury, Durham, NC: Parts Manager
07/96 to 12/97
I was held accountable for the start-up of the parts and service departments for this new dealership. I conducted a "buy/sell" parts return to Ford Motor Company. Designed and supervised development of the parts department floor plan and inventory storage including the addition of a second floor mezzanine and conveyor system. Developed and supervised an outside wholesale parts sales program including delivery and routine sales visits. I supervised the training for all departments and personnel as the Fordstar Training Coordinator. I assisted in training and the daily operations of the service department and the body shop working closely with each department manager. Initiated and maintained the ADMI Inventory Management System.
Accomplishments:
Prepared monthly forecast and consistently achieved or exceeded all sales and profit goals.
Consistent sales and profit growth over the period of my employment.
Achieved an 18% market share of the overall area wholesale business
I supervised in the valuation of the parts inventory, fixtures, shop tools and equipment for the Buy/Sell agreement.
Educational &Special Training:
Precision Tune & Auto Care Service Manager Training
Tire Kingdom (Merchant's tire) Service Manager Development Certification
Mitchell and Alldata Estimating/Quote System
Hyundai/Kia Motors, Service, Parts, Warranty Policies and Procedures
Hyundai/Kia Service and Parts Management Certification
Ford Motor Company, Service and Parts Manager Certification
ADP Dealer Services Group, Service Merchandise Certification
Extensive experience with R&R, UCS, ADP, AS400 and ASI Dealer & Retail Management Systems
Ford Customer Service Division, Quality Parts Inventory Management Certification (ADMI program)
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