Austin Shepard
Bennington,VT
Summary
Communicative Customer Service Executive experienced in solving problems and building great client rapport. An enthusiastic team player. Pursuing a new position where hard work and honesty will be valued. Boost customer satisfaction by analyzing and improving procedures to capitalize on emerging trends and integrate new approaches. Proactive in updating training programs and policies to prevent lags and maintain industry-leading service levels. Highly analytical and objective with methodical approach. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Service Director
Toyota and Ford of Greenfield
Greenfield, MA
08.2023 - Current
- Created policies and procedures to ensure compliance with industry standards and regulations.
- Organized workshops and seminars for employees aimed at enhancing their understanding of best practices in providing excellent customer experience.
- Identified opportunities for cost savings through process optimization initiatives while ensuring quality levels remain high.
- Established weekly team meetings to discuss progress on current projects, review trends in customer feedback, and brainstorm solutions for any identified problems or challenges.
- Evaluated employee performance based on criteria such as accuracy and speed in responding to queries, ability to upsell and cross-sell products and services.
- Analyzed customer feedback to identify areas of improvement in product design and services provided.
- Maintained accurate records of service calls, repairs, and parts used.
- Diagnosed problems and determined solutions for various customer issues.
- Answered phone calls and responded to questions and concerns.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Greeted customers and addressed their needs in a professional manner.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Explained the features and benefits of products or services offered by the dealership to customers.
- Followed up with existing customers regarding past services performed on their vehicles.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Researched coverages under warranties and determined requirements for coverage.
- Tracked customer requests, comments, problems, issues and resolutions within designated systems.
- Maintained records of customer interactions and transactions.
- Participated in ongoing training activities related to automotive technology advancements.
- Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
- Hired, trained, and supervised a team of automotive service technicians.
- Monitored worker skills and training to correctly delegate assignments for maximum performance.
- Assisted in resolving warranty claims between customers and manufacturers.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Delegated work to staff, setting priorities and goals.
- Assigned work and monitored performance of project personnel.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Proposed or approved modifications to project plans.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Reviewed completed work to verify consistency, quality and conformance.
Service Manager
Nissan Of Pittsfield
Pittsfield, MA
03.2023 - 08.2024
- Hired, trained, and supervised a team of automotive service technicians.
- Advised customers on proper vehicle care techniques after completion of repairs.
- Resolved customer disputes by listening attentively to their concerns and finding appropriate solutions.
- Assisted in resolving warranty claims between customers and manufacturers.
- Monitored worker skills and training to correctly delegate assignments for maximum performance.
- Evaluated customer complaints and took corrective action when necessary.
- Performed daily inspections of service technicians' work to ensure quality assurance.
- Ensured compliance with all applicable safety regulations while performing automotive repairs.
- Monitored shop productivity reports to determine if goals were being met or exceeded.
- Scheduled preventive maintenance services for customers according to manufacturer's recommendations.
- Provided customers with repair estimates and advised them on additional services that may be needed.
- Developed and maintained effective relationships with vendors to ensure cost-effective repairs for customers.
- Analyzed repair orders to identify trends in vehicle issues, parts usage, and labor costs.
- Maintained accurate records of all inventory levels, including ordering parts when necessary.
- Designed training programs for new hires based on their skill level and experience.
- Implemented processes to improve customer satisfaction and retention.
- Conducted performance appraisals for staff members and provided feedback on areas of improvement.
- Identified opportunities for process improvement within the service department.
- Organized special events to promote the company's automotive services.
- Answered phone calls and responded to questions and concerns.
- Handled telephone inquiries regarding appointments and work in process.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
Shop Foreman
Brattleboro Ford
Brattleboro, VT
08.2023 - 03.2024
- Performed complex diagnostic tests on vehicles to identify and resolve mechanical, electrical and computer-related issues.
- Answered customer questions and discussed options face-to-face, over telephone and via email.
- Disassembled engine components to inspect for wear or damage then reassembled them correctly following manufacturer's instructions.
- Diagnosed, repaired and maintained automotive systems such as engines, transmissions, brakes, steering and suspension.
- Developed in-depth understanding of automotive systems and components to complete fast and accurate repairs.
- Tested engine, safety and combustion control standards to comply with state vehicle requirements.
- Welded, soldered and fabricated parts to complete skilled services.
- Reviewed work orders and discussed with supervisors.
- Tested components and systems using infrared engine analyzers, compression gauges and computerized diagnostic devices.
- Repaired engines and transmissions, providing labor and parts cost breakdowns for work performed.
- Monitored shop equipment to maintain safe working condition.
- Performed factory scheduled maintenance services according to manufacturer guidelines.
- Utilized advanced diagnostic equipment such as scan tools and oscilloscopes when troubleshooting electrical problems.
- Trained [Number] new employees in effective diagnostic and repair procedures.
- Verified that emission control systems were operating properly before releasing vehicles back into service.
- Repaired various types of engine failures including head gaskets, timing belts, water pumps and fuel injectors.
- Researched technical bulletins issued by manufacturers in order to stay up-to-date on current technologies.
- Provided detailed estimates of labor costs for customers prior to repair work commencing.
- Communicated with parts department personnel regarding availability of needed parts in order to complete repairs in a timely manner.
Master Technician
Marchese Ford
New Lebanon, NY
04.2021 - 08.2023
- Performed complex diagnostic tests on vehicles to identify and resolve mechanical, electrical and computer-related issues.
- Answered customer questions and discussed options face-to-face, over telephone and via email.
- Disassembled engine components to inspect for wear or damage then reassembled them correctly following manufacturer's instructions.
- Diagnosed, repaired and maintained automotive systems such as engines, transmissions, brakes, steering and suspension.
- Developed in-depth understanding of automotive systems and components to complete fast and accurate repairs.
- Tested engine, safety and combustion control standards to comply with state vehicle requirements.
- Welded, soldered and fabricated parts to complete skilled services.
- Reviewed work orders and discussed with supervisors.
- Tested components and systems using infrared engine analyzers, compression gauges and computerized diagnostic devices.
- Repaired engines and transmissions, providing labor and parts cost breakdowns for work performed.
- Monitored shop equipment to maintain safe working condition.
- Performed factory scheduled maintenance services according to manufacturer guidelines.
- Utilized advanced diagnostic equipment such as scan tools and oscilloscopes when troubleshooting electrical problems.
- Trained [Number] new employees in effective diagnostic and repair procedures.
- Verified that emission control systems were operating properly before releasing vehicles back into service.
- Repaired various types of engine failures including head gaskets, timing belts, water pumps and fuel injectors.
- Researched technical bulletins issued by manufacturers in order to stay up-to-date on current technologies.
- Provided detailed estimates of labor costs for customers prior to repair work commencing.
- Communicated with parts department personnel regarding availability of needed parts in order to complete repairs in a timely manner.
Certified Technician
Lithia Ford
Bennington, VT
10.2020 - 04.2021
- Diagnosed complex mechanical issues using specialized diagnostic equipment.
- Ordered necessary replacement parts from suppliers as needed.
- Replaced worn or defective parts with new components or rebuilt parts.
- Researched technical service bulletins to find solutions to repair issues.
- Documented all completed repairs according to company policies.
- Performed preventive maintenance tasks, such as oil changes and tire rotations, on vehicles.
- Performed scheduled inspections to identify potential issues before they arose.
- Inspected brake systems for proper operation and safety compliance.
- Rebuilt engines, transmissions, axles and other major vehicle components.
- Tested electrical systems including wiring harnesses, relays, switches, and sensors.
- Repaired vehicle components according to manufacturer specifications.
- Adjusted steering mechanisms for optimal performance and alignment accuracy.
- Used power and hand tools to assemble and align component parts.
- Troubleshot systems and equipment and ran tests to make effective recommendations.
- Used bolts, rivets and screws to fasten parts.
- Operated various diagnostic tools to determine repair plans.
- Disassembled and repaired damaged sections and fabricated replacements.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
- Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.
Certified Technician
Haddad Nissan
Pittsfield, MA
12.2019 - 10.2020
- Diagnosed complex mechanical issues using specialized diagnostic equipment.
- Ordered necessary replacement parts from suppliers as needed.
- Replaced worn or defective parts with new components or rebuilt parts.
- Researched technical service bulletins to find solutions to repair issues.
- Documented all completed repairs according to company policies.
- Performed preventive maintenance tasks, such as oil changes and tire rotations, on vehicles.
- Performed scheduled inspections to identify potential issues before they arose.
- Inspected brake systems for proper operation and safety compliance.
- Rebuilt engines, transmissions, axles and other major vehicle components.
- Tested electrical systems including wiring harnesses, relays, switches, and sensors.
- Repaired vehicle components according to manufacturer specifications.
- Adjusted steering mechanisms for optimal performance and alignment accuracy.
- Used power and hand tools to assemble and align component parts.
- Troubleshot systems and equipment and ran tests to make effective recommendations.
- Used bolts, rivets and screws to fasten parts.
- Operated various diagnostic tools to determine repair plans.
- Disassembled and repaired damaged sections and fabricated replacements.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
- Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.
Technician
Beddard Brothers
Cheshire, MA
10.2018 - 12.2019
- Repaired or replaced worn parts such as brake pads and wheel bearings using hand tools and power tools.
- Performed preventive maintenance services such as oil changes and tune-ups on cars and trucks.
- Assisted fellow mechanics when necessary during complex repairs.
- Organized tools and supplies neatly within the workspace for easy access during maintenance tasks.
- Examined loose bolts and specified safety devices on vehicles and made adjustments.
- Replaced faulty wiring harnesses in order to restore proper functioning of electrical systems.
- Performed maintenance inspections, tune-ups, oil changes and other key services.
- Conducted test drives before and after repair services.
Technician
Johnson Ford
Pittsfield, MA
08.2017 - 09.2018
- Repaired or replaced worn parts such as brake pads and wheel bearings using hand tools and power tools.
- Performed preventive maintenance services such as oil changes and tune-ups on cars and trucks.
- Assisted fellow mechanics when necessary during complex repairs.
- Organized tools and supplies neatly within the workspace for easy access during maintenance tasks.
- Examined loose bolts and specified safety devices on vehicles and made adjustments.
- Replaced faulty wiring harnesses in order to restore proper functioning of electrical systems.
- Performed maintenance inspections, tune-ups, oil changes and other key services.
- Conducted test drives before and after repair services.
Entry Level Technician
Braytonville Garage
North Adams, MA
09.2014 - 07.2016
- Repaired or replaced worn parts such as brake pads and wheel bearings using hand tools and power tools.
- Performed preventive maintenance services such as oil changes and tune-ups on cars and trucks.
- Assisted fellow mechanics when necessary during complex repairs.
- Organized tools and supplies neatly within the workspace for easy access during maintenance tasks.
- Examined loose bolts and specified safety devices on vehicles and made adjustments.
- Replaced faulty wiring harnesses in order to restore proper functioning of electrical systems.
- Performed maintenance inspections, tune-ups, oil changes and other key services.
- Conducted test drives before and after repair services.
Education
High School Diploma -
McCann Technical School
North Adams, MA08-2015
Skills
- Performance Tuning
- Engine repair
- Automatic transmissions
- Suspension Systems
- Vehicle inspections
- Diesel engines
- Parts Ordering
- Electrical Systems
- Brake Systems
- HVAC Systems
- Parts Replacement
- Inspecting vehicles
- Engine overhauls
- Tire mounting and balancing
- Calibration understanding
- Bay maintenance
- Job Scheduling
- Alignments experience
- Issue Resolution
- Preventive Maintenance
- Vehicle Inspection
- Changing Oil
- Customer Service
- System repairs
- Problem-Solving
- Relationship Building
- Diagnostic Assessment
- Preparing Work Orders
- Remote service
- Service Scheduling
- Quality Standards
- Employee Retention
- Dealership management
- Scheduling
- Customer Relations
- Customer Satisfaction
- Process Improvement
- Team building
Certification
- ASE Certified
- Automotive HVAC Certified
- Master Ford Certified
- EV Certified
- Nissan Service Management Certified
- Valid Driver License
- Master Electrical Certified Including Hybrids and EV Battery services.
Languages
English
Professional
Timeline
Assistant Service Director
Toyota and Ford of Greenfield
08.2023 - Current
Shop Foreman
Brattleboro Ford
08.2023 - 03.2024
Service Manager
Nissan Of Pittsfield
03.2023 - 08.2024
Master Technician
Marchese Ford
04.2021 - 08.2023
Certified Technician
Lithia Ford
10.2020 - 04.2021
Certified Technician
Haddad Nissan
12.2019 - 10.2020
Technician
Beddard Brothers
10.2018 - 12.2019
Technician
Johnson Ford
08.2017 - 09.2018
Entry Level Technician
Braytonville Garage
09.2014 - 07.2016
High School Diploma -
McCann Technical School
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