BRIAN LEIER
Fremont,CA
Summary
Accomplished Service Manager with over 30 years in the automotive industry, recognized for leading customer-focused teams and implementing impactful service strategies. Proven track record of enhancing customer satisfaction and streamlining operations while maintaining a positive work environment. Expertise in team leadership, problem-solving, and multitasking under pressure ensures high-quality service delivery. Career objectives include further advancing service excellence and operational efficiency within dynamic automotive settings.
Overview
30
30
years of professional experience
Work History
Service Manager
Gilroy GMC
Gilroy, CA
07.2024 - Current
- Facilitated the ownership transition and established a new business location.
- Assessed former employees and identified employment needs for the new store.
- Coached and trained key staff members to support business growth.
- Implemented proven processes to ensure a successful transition.
- Developed and implemented a positive work culture fostering open idea sharing and team collaboration.
Service Manager
Gilroy Chevrolet Cadillac
Gilroy, CA
06.2024 - Current
- Revitalized store operations by enhancing key positions such as shop foreman, dispatcher, advisors, and technicians.
- Coached and trained key staff members, aligning their efforts with overall department goals.
- Enhanced profit margins by simultaneously assessing and reducing necessary expenses.
- Established and implemented a positive and productive culture.
- Coached staff on the importance of Customer Satisfaction Index (CSI) and fostering a positive hospitality mindset.
Service Manager
Hyundai/KIA/Nissan
San Leandro, CA
02.2022 - 06.2024
- Managed 50+ staff members (Service Advisors, Technicians, Porters, Detailers, BDC, and Cashiers)
- Managed 3 different brands (Hyundai, KIA, Nissan)
- Improved department productivity and efficiency
- Transformed company culture and attitude to be customer focused and customer first
- Took Hyundai and KIA brands from being in last place & un-ranked in CSI to #1 in the district and #1 overall 3-month rolling
- Flipped income intake from 80/20 warranty to 70/30 Customer pay
- Oversee the work of automotive service technicians to ensure they are working in sync with company protocols and guidelines
- Understand technician training requirements and ensure that appropriate training plans are created and implemented accordingly
- Create and maintain effective liaison with equipment vendors and suppliers to ensure timely and accurate deliveries and that they conform to company standards
Service Director
Luxury Cars Los Gatos
Los Gatos, CA
10.2020 - 11.2021
- Manage 18 staff members (Service Advisors, Service Technicians, and Porters/Detailers
- BDC, and Parts Department)
- Managing 5 different brands (Aston Martin, Bentley, Lamborghini, Lotus, and Rolls-Royce)
- Solve product issues for both departments while working with company representatives and senior management
- Improve department productivity, efficiency, and warranty issues
- Monitor and set departmental budgets, while monitoring income and expenses
- Oversee the development and implementation of team efficiency and utilization of shop and work in process
- Oversee the work of automotive service technicians, advisors, and parts personnel to ensure they are working in sync with company protocols and guidelines
- Understand technician training requirements and ensure that appropriate training plans are created and implemented accordingly
- Create and maintain effective liaison with equipment vendors and suppliers to ensure timely and accurate deliveries and that they conform to company standards
Service Manager
Porsche of Livermore
Livermore, CA
02.2018 - 10.2020
- Direct reports include 15 staff (Service Advisors, Service Teams, Cashiers, Receptionists, Lot attendants and Detailers)
- Managing Service Departments while supervising service advisors and administering client issues; ensure customer satisfaction
- Solve product issues for both departments while working with company representatives and senior management
- Improve department productivity, efficiency, and warranty issues
- Monitor and set departmental budgets, while monitoring income and expenses
- Oversee the development and implementation of team efficiency and utilization of shop and work in process
- Substantially increased service revenues and volume by 24% during each fiscal year
- Oversee the work of automotive service technicians to ensure they are working in sync with company protocols and guidelines
- Understand technician training requirements and ensure that appropriate training plans are created and implemented accordingly
- Create and maintain effective liaison with equipment vendors and suppliers to ensure timely and accurate deliveries and that they conform to company standards
Service Advisor / Assistant Service Manager / Lane Manager / Service Manager
Jaguar Land Rover San Jose
San Jose, CA
03.2015 - 02.2018
- Managed own work in process and provided excellent customer service
- Provided a complete and accurate written cost estimate for labor and parts
- Test driving the vehicle with customer
- Implementing and maintaining a service marketing program
- Managed telephone inquiries regarding appointments
- Contacting customers regarding any changes in the estimate or promised time
- Responding to all open repair orders
- Served customers on several different platforms, worked directly with technicians to maintain high repair and maintenance standards, managed the shop schedule as well as meeting of repair maintenance deadlines
- Created clear and concise work order, completely describing the customers concerns and vehicle operation symptoms
- Performed multiple job task, sometimes at the same time, to maintain overall work efficiency
Service Advisor
Beshoff Mercedes
San Jose, CA
08.2014 - 03.2015
- Scheduling service appointments by obtaining customer and vehicle data prior to arrival when possible
- Greet customers in a timely and friendly manner
- Determining vehicle needs based on customer information and a vehicle walk-around
- Write up customer’s vehicle problem accurately and clearly on repair order
- Refer to service history, inspect vehicle, and recommend additional needed service
- Advise customers on the care of their cars and value of maintaining their vehicles in accordance with manufacturers, while assisting customers in planning for on-going required maintenance of their vehicle
- Check on progress of repair throughout the day by communicating frequently with Technicians and Parts Associates to ensure timely completion of work
- Contact customers regarding any changes in the estimate or promise time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed
- Explain completed work, multi-point inspections, and all charges to customers, establish customer(s) method of payment, and obtain signature on repair order
- Review repair order to ensure that work is complete and additional work and authorization is noted
- Close repair order as appropriate and follow up with Customers to ensure satisfaction
- Kept abreast of factory technical bulletins and participating in factory-sponsored training classes as appropriate
Master Service Advisor (Assistant to Service Manager)
Land Rover Redwood City
Redwood City, CA
04.2007 - 08.2014
- Seven (7) years of experience within a high volume fast paced automotive dealership with high end service, vehicles and clients while maintaining a strong Customer Service Index (CSI) with a proven track record
- Average workload is Twelve (12) to Eighteen (18) vehicles per day, with an average of 600-800 hours per month
- Primary Duties include but not limited to: Scheduling service appointments by obtaining customer and vehicle data prior to arrival when possible
- Greet customers in a timely and friendly manner
- Determining vehicle needs based on customer information and a vehicle walk-around
- Write up customer’s vehicle problem accurately and clearly on repair order
- Refer to service history, inspect vehicle, and recommend additional needed service
- Advise customers on the care of their cars and value of maintaining their vehicles in accordance with manufacturers, while assisting customers in planning for on-going required maintenance of their vehicle
- Check on progress of repair throughout the day by communicating frequently with Technicians and Parts Associates to ensure timely completion of work
- Contact customers regarding any changes in the estimate or promise time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed
- Explain completed work, multi-point inspections, and all charges to customers, establish customer(s) method of payment, and obtain signature on repair order
- Review repair order to ensure that work is completed, and additional work and authorization is noted
- Close repair order as appropriate and follow up with Customers to ensure satisfaction
- Kept abreast of factory technical bulletins and participating in factory-sponsored training classes as appropriate
Journeyman Service Technician
Land Rover Redwood City
Redwood City, CA
04.2001 - 04.2007
- Six (6) years of experience performing vehicle repair and maintenance as assigned, in accordance with Land Rover dealer and factory standards, with efficiency and accuracy
- Conducted multi-point inspections, made appropriate recommendations, and diagnosed the cause of any malfunction
- Worked with parts department and service advisors to manage repairs and obtain customer satisfaction
- Performed repair, if authorized by the customer and documented work performed on each vehicle on the repair order
- Kept abreast of factory technical bulletins and participating in factory-sponsored training classes as appropriate
Journeyman Service Technician
Stanford European
Palo Alto, CA
01.1998 - 04.2001
- Performed vehicle repair and maintenance as assigned in accordance with dealer and factory standards for BMW, Lamborghini, Porsche, and Ferrari
- Conducted inspections, made appropriate recommendations, and diagnosed the cause of any malfunction
- Perform repair, if authorized by the customer and documented work performed on each vehicle on the repair order
- Kept abreast of factory technical bulletins and participating in factory-sponsored training classes as appropriate
Apprentice Service Technician
Mt. View BMW
Mt. View, CA
01.1995 - 01.1998
- Performed vehicle repair and maintenance as assigned, in accordance with dealer and factory standards for BMW
- Conducted inspections, made appropriate recommendations, and diagnosed the cause of any malfunction
- Perform repair, if authorized by the customer and documented work performed on each vehicle on the repair order
- Kept abreast of factory technical bulletins and participating in factory-sponsored training classes as appropriate
Education
General Business & Automotive -
DeAnza College
Cupertino, CASkills
- Team Leadership
- CSI
- Skills Development
- Financial Reporting
- CDK
- Team Coaching
- Warranty Compliance
- Team Development
- Regulatory Adherence
- Excel
- Leadership Development
- Quality Assurance
- Audits
- Forecasting
- Word
- Axcessa
- Dealer Socket
- AutoPoint
- Single Thread
- Slack
- Microsoft Teams
- Car Film App
- TSD Loaner
- KPA
- Tekion
- Productivity monitoring
- Culture development
- Strategic business planning
- After-sales support
- Time management
- Schedule management
- Employee supervision
- Customer service
- Performance evaluations
- Trustworthy and honest
- Cost reduction strategies
Demonstratedachievements
- Hyundai Certified Platinum Master Certified Service Manager
- KIA Certified Service Manager
- Nissan Certified Service Manager
- Rolls Royce Certified Service Manager
- Bentley Certified Service Manager
- Aston Martin Certified Service Manager
- Lamborghini Certified Service Manager
- Lotus Certified Service Manager
- 2019 Porsche JD Power Award
- Porsche Certified Brand Ambassador Service Manager
- 2018 & 2019 Top growing Porsche Dealership in current market (11)
- 2013 Jaguar Land Rover Master and Guild Journey to Excellence Finalist
- Annually Ranked (Land Rover), TOP 20 in North America Customer Service Index (CSI) Excellence
- TOP 4% (TOP 12) for Land Rover Service Advisors in North America
- Land Rover Gold Certified
- Land Rover Master Guild Member
- Land Rover Master Service Advisor
- Journeyman Technician, Land Rover & BMW
Affiliations
- Enjoy attending and watching all bay area sports
- played and coached soccer at various high levels
- enjoy weekend staycations and exploring the vast areas of Nother California
- enjoys model building
- classic car and hot rod building
- home improvements and enhancements
- Enjoy all types of racing from Sprint cars all the way up to F1
References
References available upon request.
Timeline
Service Manager
Gilroy GMC
07.2024 - Current
Service Manager
Gilroy Chevrolet Cadillac
06.2024 - Current
Service Manager
Hyundai/KIA/Nissan
02.2022 - 06.2024
Service Director
Luxury Cars Los Gatos
10.2020 - 11.2021
Service Manager
Porsche of Livermore
02.2018 - 10.2020
Service Advisor / Assistant Service Manager / Lane Manager / Service Manager
Jaguar Land Rover San Jose
03.2015 - 02.2018
Service Advisor
Beshoff Mercedes
08.2014 - 03.2015
Master Service Advisor (Assistant to Service Manager)
Land Rover Redwood City
04.2007 - 08.2014
Journeyman Service Technician
Land Rover Redwood City
04.2001 - 04.2007
Journeyman Service Technician
Stanford European
01.1998 - 04.2001
Apprentice Service Technician
Mt. View BMW
01.1995 - 01.1998
General Business & Automotive -
DeAnza College
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