Doug Boggs

Leadership & Team Management

• Managed a team of 17 including 2 Service Advisors, 11 Certified Ford Technicians, 3 Parts employees, 1 Warranty Administrator, and multiple hourly employees overseeing daily scheduling, workflow, and performance reviews.
• Recruited, trained, and mentored staff on manufacturer diagnostic procedures and customer service excellence.
• Enforced safety protocols and maintained a clean, organized, and efficient shop environment.

Operations & Workflow

• Oversaw daily repair order (RO) flow from initial customer drop-off through diagnostics, parts coordination, and final billing.
• Partnered with the Parts Department to track inventory, minimize repair wait times, and ensure smooth job completion.
• Utilized Dealer Management Systems (such as Automate) to track labor efficiency, productivity, and repair metrics.

Warranty & Ford Compliance

• Administered and processed Ford Factory and extended warranty strictly according to manufacturer policies and retention guidelines.
• Ensured all technicians maintained up-to-date Ford factory certifications and completed mandatory ongoing technical training.
• Acted as the primary liaison between the dealership and factory representatives.

Customer Service & Profitability

• Resolved escalated customer concerns quickly and professionally to protect the dealership’s Customer Satisfaction Index (CSI) scores.
• Monitored departmental financial performance, driving labor sales, parts gross profit, and overall cost control

Developed leadership programs to enhance team skills and performance.

• Recruited, led, and trained high-performing team of Co-Managers, Inventory Coordinators, Yard Foremen, and Delivery Drivers across multiple locations.
• Mentored team members through 84 Lumber’s career advancement paths, promoting internal candidates into management and sales roles.
• Fostered a safety-first workplace culture by conducting regular safety meetings and ensuring 100% compliance with corporate risk management policies.

Managed customer accounts to ensure accurate and timely billing.

• Resolved complex issues for major commercial accounts related to delivery timelines, material quality, and special orders, enhancing customer satisfaction.
• Collaborated with the corporate credit department to manage customer accounts receivable, evaluate credit risks, and minimize bad debt