Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Craig Tracey

Lake Panasoffkee,Florida

Summary

I have been in the Automotive business since 1986. Started as tire changer for Firestone Tire and Rubber Company. I have moved through the ranks and have been a very successful Service Manager for 25 years. I pride myself on the ability to build and maintain great teams . I have always had a very good relationship with the manufacturers. That has served my career well through the years. I have had the privilege of working with some great sales teams through my career and have always praised our service departments for their close relationships and team atmospheres store wide. For one department to be truly successful, all departments need to be successful working together for common goals. I have walked into several severely lacking service departments and with time, patience, installation of process, procedure and training have been able to build the teams that turned mediocrity into very successful departments.

Overview

27
27
years of professional experience

Work History

Service Manager

Hoffman Lexus
09.2010 - 03.2023
  • Manage team of 36 employees in a busy service department that repairs and maintains highline vehicles. .
  • Maintain team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Guided techs on automotive repair, tool usage and equipment operation.
  • Hire and trained new employees to improve efficiency of department and cultivate productive work atmosphere.
  • Maintain clean warranty schedules as well as excellent relationships with all factory employees.
  • Enhance customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
  • Contributed to development, implementation and execution of maintenance programs.
  • Improved both gross profit and customer pay numbers as well as maintaining a steady warranty repair flow.
  • Won multiple awards from Lexus to include four Crown Jewel National Awards and one Best of the East award.
  • Created and hosted Technology Events for our guests after hours. Our department had the highest turnout in the entire Eastern Region.
  • Participated in Lexus' Service Performance Group for many years. The group was comprised of the top Service Managers in the Eastern area. We met 3 times a year to share and created best practices.
  • Met with customers to discuss service needs and offer available solutions
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
  • Coordinated with other departments to maintain streamlined and productive workflow
  • Analyzed service reports to identify areas of improvement
  • Resolved customer complaints in professional and timely manner

Service Manager

Hoffman Toyota
02.2008 - 09.2010
  • Managed team of 24 employees in a very busy Toyota service department. .
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Guided techs on automotive repair, tool usage and equipment operation.
  • Hired and trained new team members to improve efficiency of department and cultivate productive work atmosphere.
  • Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
  • Contributed to development, implementation and execution of maintenance programs.
  • Maintain clean warranty schedules as well as a very good relationship with the factory.
  • Increased gross profit and CP labor to previously unprecedented levels.
  • I took a badly damaged service department and turned it completely around in the midst of an extensive renovation.
  • Our department was honored with The Toyota Presidents Award twice in my 2 1/2 years as the service manager.

Service Manager

Hoffman Audi
03.2003 - 02.2008
  • Managed team of 20 employees in busy German high line service department.
  • Implemented processes, implemented training programs, promoted as well as replaced staff members, created clear cut guidelines and rewarded good behavior. Turning a mismanaged department into a three year in a row Audi Magna Society winner.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
  • Organized ongoing maintenance schedules to boost system performance.
  • Improved gross profit, CP labor while maintaining a steady warranty repair flow.
  • Created and acted as President of The Audi Service Managers Council.
  • I was a member of The Audi Service Manager Performance Group meeting quarterly with Audi Service Managers from across the country to discuss and create " Best Practices"

Service Manager

Liberty Honda
05.1996 - 03.2003
  • Managed team of 24 employees in very busy downtown Honda service department.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Guided techs on automotive repair, tool usage and equipment operation.
  • Created and Managed an in house detail department for customer vehicles as well as all sales department deliveries.
  • Managed the snow removal crew every winter.
  • Hired and trained new Team Members to improve efficiency of department and cultivate productive work atmosphere.
  • Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
  • Contributed to development, implementation and execution of maintenance programs.
  • Participated in a manufacturer audit.
  • Developed and ran Saturday Car Care Clinics.
  • Developed and ran Monthly New Owners Clinics.
  • Managed the Service department through an unsuccessful union take over.
  • Improved Gross Profit, CP labor and substantially increased net profit, while maintaining a smooth flow of warranty repairs.
  • Created and Maintained an excellent relationship with the factory.

Education

Some College (No Degree) - Accounting

Tunxis Community College
Farmington, CT

Skills

  • Team Collaboration
  • Policy and Procedure Writing
  • Decision Making
  • Corrective Action Implementation
  • Personnel Skill Assessments
  • Personnel Management
  • Dependable and Consistent
  • Customer Relations
  • Professional Communication
  • Employee Motivation

Additional Information

Member of The United States Air Force

January 1982- September 1986

Honorably discharged with the rank of E4

Timeline

Service Manager

Hoffman Lexus
09.2010 - 03.2023

Service Manager

Hoffman Toyota
02.2008 - 09.2010

Service Manager

Hoffman Audi
03.2003 - 02.2008

Service Manager

Liberty Honda
05.1996 - 03.2003

Some College (No Degree) - Accounting

Tunxis Community College

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Craig Tracey