Bradley Smillie
Pocatello,ID
Summary
Dynamic and results-oriented manager with over 20 years of leadership experience, including 12.5 years of dedicated service in the US Army. Expertise in warranty management for GM and Stellantis, along with proficiency in CDK and X-Time systems, ensures operational excellence. Proven track record in team rebuilding and retraining, combined with strong capabilities in tracking, planning, and preparing for future projections. Ready to embrace a challenging leadership role or manage a larger store to further enhance skills and drive organizational success.
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Service Manager
Lithia CJDR of Pocatello
Pocatello, ID
10.2025 - Current
- Service Staff Recruiting, Training and Development as I oversee 25 direct reports
- Staff Department to optimize customer opportunities and productivity. Currently the used cars TTL is less than 5 days, new cars is 2 days. I have already restructured the service schedule to allow each vehicle to be diagnosed within a 48–72-hour period.
- Train Service Advisors daily using role-play, evaluation, checklists, and quizzes to ensure they are well versed in the service process & have already passed the national average in CSI in first 6 months.
- Ensure technical staff are properly trained and have the breadth of experience necessary to cover customer needs. Successfully increased technician count from 4 to 8 in 90 days. Flat rate hours this April 2026 is +38%.
- Developed staff by setting and communicating performance/production expectations, monitoring performance, identifying and development needs, coaching and mentoring.
- Customer engagement
- Resolve customer requests, questions and concerns in a professional, friendly, and prompt manner
- Inspect repair orders daily for legibility, accuracy and legality
- Ensure that all manufacturer policies and procedures are followed
- Managed the administration, tracking and follow-up required to stay current on warranty, receivables and service contracts by putting processes in place to ensure advisors are submitting for payment requests from ESC companies, while ensuring that the warranty administrator was submitting the warranty repairs the same day and tracking all pending and rejected submissions. All Stellantis warranty are currently less than submitted & approved in less than 2 days.
- Read, understand and take action on MIS to generate maximum revenue and control expenses
- Inspect and maintain the cleanliness, organization and appearance of all service areas in accordance with state and federal OSHA laws to ensure a professional, safe environment for customers and employees
- Administrative Functions
- Hold daily, weekly and monthly staff meetings as required/needed covering key information.
- Serve as liaison between the store and Support Services Fixed Operations. Receive, communicate and hold staff accountable to policy and procedure requirements and updates
- Complete service department reporting and month-end procedures on time. Review pay plans, twice monthly for accurate pay for technicians, express techs, advisors & support staff.
Service Manager Chevrolet-GMC
Lithia & Driveway
Montana
04.2023 - 09.2025
- Service Staff Recruiting, Training and Development
- Staffed Department to optimize customer opportunities and productivity. The monthly labor cost was at 35% (including technicians bonuses & benefits) and we were retaining 52% of gross on average.
- Successfully trained Service Advisors daily using role-play, evaluation, checklists, and quizzes to ensure they are well versed in the service process. I used the next man up mentality and ensured each of them were prepared for the next level of experience.
- Ensure technical staff are properly trained and have the breadth of experience necessary to cover customer needs
- Developed this staff by setting and communicating performance/production expectations, monitoring performance, identifying and development needs, coaching and mentoring. This entire service support staff was has less than 2 years experience and I successfully taught them how to perform bringing the average service monthly gross from $130K to $240K. That team is still in the running for the annual LPG award and on pace to be YOY +55% if thry keep pace with thier current projections.
- Customer engagement
- Resolve customer requests, questions and concerns in a professional, friendly, and prompt manner and completely changed the culture internally and eith the customer base. Successfully, resurrected the service department CSI from a -65% to a 8% over the Zene in an 18 month period.
- Inspected repair orders daily for legibility, accuracy and legality & ensured they were completed properly with proper time punches required by GM.
- Ensure that all manufacturer policies and procedures are followed
- Managed the administration, tracking and follow-up required to stay current on warranty, receivables and service contracts by putting processes in place to ensure advisors are submitting for payment requests from ESC companies, while ensuring that the warranty administrator was submitting the warranty repairs the same day and tracking all pending and rejected submissions.
- Read, understand and take action on MIS to generate maximum revenue and control expenses
- Inspect and maintain the cleanliness, organization and appearance of all service areas in accordance with state and federal OSHA laws to ensure a professional, safe environment for customers and employees
- Administrative Functions
- Hold daily and monthly staff meetings as required covering key information.
- Serve as liaison between the store and Support Services Fixed Operations. Receive, communicate and hold staff accountable to policy and procedure requirements and updates
- Complete service department reporting and month-end procedures on time
Auto Service Manager
Santone Automotive, LLC
San Antonio, TX
02.2016 - 03.2023
- Responsible for counseling/coaching, training, writing estimates, closing deals, conducting follow up calls, managing books, managing money, ordering parts, verifying work is completed in a timely manner and to the ASE standard. Ensure customer satisfaction!
- Possess proven skill at managing and motivating people, strong administrative ability, and automotive service knowledge.
- I have the character and the ability to grow in a changing environment.
- I have references available to supporting your character, work performance, and work ethic.
- Bachelor's of Business Administration, Associates of Applied Science (Auto technology) at St. Philip's College.
- I'm looking for a new opportunity to continue to build my resume and my portfolio. I'm loyal and dedicated, punctual and have high expectations.
- Completed performance reviews
- Responsible for budget management
- Achieved sales goals
- Handled customer inquiries and complaints
- Provided store management and scheduling
- Developed a productive team environment
Education
Bachelor's Degree - Business Administration
AIU
Schaumburg, IL05-2013
Associate's Degree - Automotive Technology of Applied Science
St. Philip's College
San Antonio, TX05-2013
High School Diploma - General Studies
Pampa High School
Pampa, TX05-1993
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
Certification
General Motors Certified Training
Stellantis/Mopar Certified Training
Timeline
Service Manager
Lithia CJDR of Pocatello
10.2025 - Current
Service Manager Chevrolet-GMC
Lithia & Driveway
04.2023 - 09.2025
Auto Service Manager
Santone Automotive, LLC
02.2016 - 03.2023
Associate's Degree - Automotive Technology of Applied Science
St. Philip's College
High School Diploma - General Studies
Pampa High School
Bachelor's Degree - Business Administration
AIU
Army Draper Leadership Award
The Draper Leadership Award — now officially known as the Armor & Cavalry Leadership Award (ACLA) — is an annual U.S. Army competition that recognizes the best armor or cavalry unit in the Army for excellence in leadership, training, and operational readiness
Profile
- Preferences
- Resume
Army Draper Leadership Award
The Draper Leadership Award — now officially known as the Armor & Cavalry Leadership Award (ACLA) — is an annual U.S. Army competition that recognizes the best armor or cavalry unit in the Army for excellence in leadership, training, and operational readiness