Brad Demott
Grand Rapids,MI
Summary
Accomplished Service Manager with a proven track record at Comodo Motors and Dykstra's Automotive, enhancing operational efficiency and customer satisfaction. Expert in team leadership and problem-solving, successfully negotiated cost reductions and optimized resource allocation. Demonstrated excellence in customer service management and multitasking, achieving significant improvements in service quality and parts availability. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Service Manager
Comodo Motors
09.2021 - 11.2024
- Managed a team, ensuring timely completion of projects and high-quality workmanship.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Monitor quality control
- Check in all new vehicles
- Diagnose and inspect all incoming vehicles
- Ordered and organized vehicle parts
- Processed return orders and billing
- Monitored service staff performance and provided feedback for improvement.
- Addressed customers concerns in a professional manner
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Scheduled and monitored vehicles at repair facilities
Service Manager
Dykstra's Automotive
04.2017 - 09.2021
- Evaluate and assign repair orders to the technicians
- Address any concerns the customer may have
- Ensure that all repair orders are done properly and in a timely order
- Evaluate the performance of the technicians and service advisor
- Hold daily morning briefings to ensure that the shop runs smoothly
- Communicate with upper management with day to day business operations
- Schedule courtesy shuttle to and from the airport
- Evaluate and monitor technicians efficiency and profits
- Evaluate any warranty concerns
- Monitor shop to ensure it effective and safe
- Met with customers to discuss service needs and develop effective and practical solutions.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
Service Advisor
Toyota of Grand Rapids
12.2015 - 04.2017
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Kept customers updated of vehicle repair progress
- Ensure vehicles were completed on time
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
Sales
Frontier Truck Parts
06.2014 - 12.2016
- Increased online sales revenue by developing and implementing effective sales strategies through Facebook, eBay, and YouTube
- Placed sales calls and handled sales for incoming customer calls.
- Boosted sales revenue by developing and implementing effective sales support strategies.
- Inventoried incoming stock, making sure the products were properly entered into the system for future sales
- Monitored the showroom inventory and appearance
Automotive Service Advisor
Tony Betten and Sons Ford
08.2013 - 06.2014
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
Automotive Service Advisor
Grand Buick
07.2012 - 08.2013
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Explained estimates and determined repair timelines to manage customer expectations.
- Coordinated with parts department to determine availability of necessary components.
Automotive Service Advisor
Betten Imports
04.2007 - 07.2012
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Investigated customer complaints to identify cause of malfunctions.
- Explained estimates and determined repair timelines to manage customer expectations.
Education
Automotive Vocational Program - Automotive Repair
Grand Rapids Community College
Grand Rapids, MI2002
Skills
- Team Leadership
- Problem-Solving
- Critical Thinking
- Customer Service Management
- Conflict Resolution
- Goal-Oriented
- Team Collaboration and Leadership
- Quality Assurance
- Employee Supervision
- Operational Efficiency
- Work Planning and Prioritization
- Service Documentation
Certified by Elite Worldwide
Spent 4 days at a Elite Worldwide training program in San Diego. Learning team building, sales techniques, and effective communication.
Special Training by Dale Carnegie
Spent 6 months developing public speaking skills and effective communication. Won several weekly participant voted awards for my accomplishments.
Timeline
Service Manager
Comodo Motors
09.2021 - 11.2024
Service Manager
Dykstra's Automotive
04.2017 - 09.2021
Service Advisor
Toyota of Grand Rapids
12.2015 - 04.2017
Sales
Frontier Truck Parts
06.2014 - 12.2016
Automotive Service Advisor
Tony Betten and Sons Ford
08.2013 - 06.2014
Automotive Service Advisor
Grand Buick
07.2012 - 08.2013
Automotive Service Advisor
Betten Imports
04.2007 - 07.2012
Automotive Vocational Program - Automotive Repair
Grand Rapids Community College
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