Drew Mullery
Neptune City
Summary
Dynamic Lead Service Advisor with over five years of experience in automotive troubleshooting, diagnosis, and repair. Expertise in customer escalation management and team supervision, effectively leading a team of advisors while optimizing shop throughput in fast-paced environments. Strong commitment to accuracy, efficiency, and exceptional customer service drives success in every interaction. Open to relocation and authorized to work in the US for any employer, bringing a versatile skill set to enhance operational performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Lead Service Advisor
Tesla
Eatontown, NJ
05.2024 - Current
- Coordinated service appointments and managed schedules to optimize workshop efficiency and minimize wait times.
- Collaborated with technicians to relay accurate vehicle information, ensuring effective repairs and maintenance solutions.
- Analyzed customer feedback to identify trends and implement improvements in service delivery processes.
- Mentored junior staff on best practices for customer interaction, fostering a collaborative team environment.
- Developed training materials for new hires, streamlining onboarding processes and enhancing team performance consistency.
Technician
Tesla
Springfield, NJ
02.2021 - Current
- As a technician my responsibilities included thorough diagnosis and repair of all mechanical and electrical systems in accordance with standards outlined by Tesla. Verify repairs, troubleshoot problematic vehicles, and delivery quality products to customers. After a time, I moved into Service Advisor role to assist and bolster technical acumen of front of house staff all while delivering the highest standards of quality and customer satisfaction.
- Implemented preventive maintenance protocols, enhancing vehicle reliability and performance.
- Collaborated with engineering teams to refine assembly processes for improved efficiency.
- Trained junior technicians on best practices and safety procedures for equipment usage.
- Conducted root cause analysis on recurring failures, proposing solutions to minimize downtime.
Technician
BMM North America
Woodcliff Lake, NJ
08.2016 - 02.2021
- As a technician for BMW NA I was able to focus on quality repair and documentation of various systems both mechanical and electrical.
- Streamlined parts inventory management, reducing delays in repair processes significantly.
- Led quality assurance initiatives ensuring adherence to Tesla's stringent manufacturing standards.
- Mentored team members on technical skills and operational procedures to foster continuous improvement.
Technician
Ray Catena Audi of Freehold
Freehold, NJ
06.2015 - 07.2016
- Diagnose and repair high level systems in accordance with manufacturer repair quality standards and document each repair as per the standards and procedures set forth by manufacturer specifications.
Technician
Volkswagen
Freehold, NJ
07.2014 - 06.2015
- Diagnose the cause of malfunctions using the ODIS diagnostic platform and repair a full range of service issues on all Volkswagen auto group vehicles in accordance to the highest quality standards. My focus is on completing each job on time, in a quality manner, without error or omission. I adapt well to rapidly changing technologies in the automotive industry. I follow all safety and environmental standards for maintenance/repair facilities and maintain a clean and safe work area.
Technician
Diesel Kraft
Monroe, NJ
05.2013 - 06.2014
- Diagnosed the cause of malfunctions and performed repairs of heavy duty applications, with a focus on complex engine overhauls. A core concentration in engine renovation services for all major brands of heavy duty diesel engines including Detroit, Cummins, Mack, Caterpillar and Mercedes for consumer, over the road and industrial trucks.
Education
Associate of Applied Science - Heavy Duty And Automotive Technology
Universal Technical Institute
01-2013
Business Administration (Associates) - undefined
Brookdale Community College
01-2011
Skills
- Service writing
- Electrical
- Diesel Engine Repair
- Brake Repair
- Microsoft office
- Automotive repair
- Mechanical Knowledge
- Employee training
- Staff development
- Client satisfaction
Certification
- ASE Certification
- Driver's License
Timeline
Lead Service Advisor
Tesla
05.2024 - Current
Technician
Tesla
02.2021 - Current
Technician
BMM North America
08.2016 - 02.2021
Technician
Ray Catena Audi of Freehold
06.2015 - 07.2016
Technician
Volkswagen
07.2014 - 06.2015
Technician
Diesel Kraft
05.2013 - 06.2014
Business Administration (Associates) - undefined
Brookdale Community College
Associate of Applied Science - Heavy Duty And Automotive Technology
Universal Technical Institute