Gary Gaines
Benton,Mississippi
Summary
Team-centered Certified Technician with excellent mechanical aptitude and top-notch customer service skills. Adept at dealing with irate customers and handling complaints and troubleshooting issues. Passionate about quickly responding to issues and finding effective solutions.
Overview
18
18
years of professional experience
Work History
Mercedes-Benz Certified Technician
Mercedes Benz Of Jackson
10.2018 - Current
- Performed all levels of repairs on various Mercedes-Benz models.
- Maintained a great relationship and communication with Management, Clients, Service Advisors, Shop Foreman, Parts Department, and other Technicians.
- Received repair orders from team leader and promptly analyzed the complaint(s), identified the cause, and performed the correction(s) accurately and in a timely manner.
- Maintained an extremely low come-back repair rate.
- Prepared detailed repair quotes with labor times for customer pay clients and internal repair orders.
- Requested parts for vehicles under warranty, labeled and turned in defective parts for warranty claim processing.
- Followed factory repair instructions on WIS program as well as verbal instructions, accessed factory labor times on ASRA, and found warranty damage codes for defective parts.
- Navigated Star Wiring and interpreted complex wiring diagrams for electrical diagnostics and repairs.
- Removed, disassembled, rebuilt, and reinstalled engines, transmissions, front/rear differentials, transfer cases, and all powertrain/drivetrain components.
- Maintained shop supplies and tools, special tools, my own personal tools and work area.
- Performed and stayed up to date with Mercedes-Benz bulletins and campaigns, including the recent Emissions Modification Programs for some diesel models.
- Performed four wheel alignments to factory specifications.
- Completed quarterly certification classes through Learning Link website, also completed numerous online and in-person training courses.
- Performed quick lube, A, B, and pre-paid maintenance services including thorough multi-point inspections during all services and prepared quotes for possible upsells.
- Performed Pre-Delivery Inspections on new vehicles delivered to the dealership.
- Cleaned and maintained designated areas of shop on weekly clean up days, trash removal, nightly floor mopping, toolbox and lift cleaning.
Systems Technician
Mercedes Benz Of Little Rock
07.2015 - 10.2018
- Performed all levels of repairs on various Mercedes-Benz models.
- Maintained a great relationship and communication with Management, Clients, Service Advisors, Shop Foreman, Parts Department, and other Technicians.
- Received repair orders from team leader and promptly analyzed the complaint(s), identified the cause, and performed the correction(s) accurately and in a timely manner.
- Maintained an extremely low come-back repair rate.
- Prepared detailed repair quotes with labor times for customer pay clients and internal repair orders.
- Requested parts for vehicles under warranty, labeled and turned in defective parts for warranty claim processing.
- Followed factory repair instructions on WIS program as well as verbal instructions, accessed factory labor times on ASRA, and found warranty damage codes for defective parts.
- Navigated Star Wiring and interpreted complex wiring diagrams for electrical diagnostics and repairs.
- Removed, disassembled, rebuilt, and reinstalled engines, transmissions, front/rear differentials, transfer cases, and all powertrain/drivetrain components.
- Maintained shop supplies and tools, special tools, my own personal tools and work area.
- Performed and stayed up to date with Mercedes-Benz bulletins and campaigns, including the recent Emissions Modification Programs for some diesel models.
- Performed four wheel alignments to factory specifications.
- Completed quarterly certification classes through Learning Link website, also completed numerous online and in-person training courses.
- Performed quick lube, A, B, and pre-paid maintenance services including thorough multi-point inspections during all services and prepared quotes for possible upsells.
- Performed Pre-Delivery Inspections on new vehicles delivered to the dealership.
- Cleaned and maintained designated areas of shop on weekly clean up days, trash removal, nightly floor mopping, toolbox and lift cleaning.
Systems Technician
Bmw Of Little Rock
05.2014 - 06.2015
- Used information in technical diagrams, schematics, and manuals to understand operations and make successful repairs.
- Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
Qualified Technician
Mercedes Benz Of Little Rock
03.2009 - 05.2014
- Maintained quality assurance and customer satisfaction objectives.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
Technician
Parker Audi
03.2008 - 03.2009
- Maintained quality assurance and customer satisfaction objectives.
- Completed job reports and logs immediately following service calls.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Organized work to meet demanding production goals.
Service Technician
Lauderdale Imports/Holman Automotive Group
03.2006 - 03.2008
- Explained diagnostic findings to customers and outlined repair or service options.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Evaluated systems according to predetermined checklist and noted issues.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
Education
High School Diploma -
North Little Rock High School
North Little Rock, ARAutomotive Service And Repairs-High Performance -
Nashville Auto-Diesel College (Now Lincoln Tech)
Nashville, TNSkills
- Customer service experience
- Ability to troubleshoot
- Ability to prioritize effectively
- Maintenance and repair
- Document preparation
- Deadline compliance
- Issue resolution
- Equipment maintenance
- Customer interaction
- Dial/Digital/Vernier Calipers
- Health and safety regulations
- Product inspections
Timeline
Mercedes-Benz Certified Technician
Mercedes Benz Of Jackson
10.2018 - Current
Systems Technician
Mercedes Benz Of Little Rock
07.2015 - 10.2018
Systems Technician
Bmw Of Little Rock
05.2014 - 06.2015
Qualified Technician
Mercedes Benz Of Little Rock
03.2009 - 05.2014
Technician
Parker Audi
03.2008 - 03.2009
Service Technician
Lauderdale Imports/Holman Automotive Group
03.2006 - 03.2008
High School Diploma -
North Little Rock High School
Automotive Service And Repairs-High Performance -
Nashville Auto-Diesel College (Now Lincoln Tech)
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