Jeff Gorenflo
Maryville,TN
Summary
Automotive technical expert and seasoned leader with over 30 years of experience in vehicle diagnostics, warranty analysis, and dealer support across Saab, GM, and Saturn brands. Proven track record of driving service excellence through data-driven insights, technical training, and direct engagement with engineering teams and dealerships. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Saab Technical Assistance Manager
Hedin Parts and Logistics
01.2022 - 01.2025
- Authored/maintained multi-level, 112 Course Saab Academy training portal for Saab technicians.
- Managed incoming Technical Assistance Call Center (TAC) for 150 stores.
- Provided direct dealer support via phone, email, text, IM and on-site visits.
- Maintained Access/CRM database for call center tracking and TREAD Act reporting.
- Maintained a Service Bulletin reference database for streamlined case research.
- Authored and published Saab Service Bulletins and Warranty Announcements.
- Monitored dealer warranty claims, identifying trends and implementing corrective actions.
Saab Technical Assistance Manager
Orio Parts North America
01.2012 - 01.2022
- Managed incoming Technical Assistance Call Center (TAC) for 150 stores.
- Warranty tracking/reporting emerging dealer service issues to After-sales/Warranty leadership.
- Analyzed warranty claims to identify waste, fraud, and excessive repair costs.
- Maintained Access/CRM database for call center tracking and TREAD Act reporting.
- Maintained a Service Bulletin reference database for streamlined case research.
- Authored and published Saab Service Bulletins and Warranty Announcements.
- Provided direct dealer support via phone, email, and on-site visits to expedite vehicle repairs.
- Performed dealer warranty audits, identifying trends and implementing corrective actions.
Saab Technical Assistance Manager/Warranty Analyst
Saab Cars North America
Detroit, MI
01.2010 - 01.2012
- Relaunched Saab Technical Assistance in house.
- Managed incoming Technical Assistance Center (TAC) for 150 stores.
- Daily warranty processing, analysis, and auditing claims.
- Co-Authored Saab Cars North America Warranty Policy and Procedure Manual.
- Authored technical bulletins and preliminary information documents.
- Worked closely with engineering teams to expedite vehicle repairs.
- Maintained Access/CRM databases for warranty and call center tracking.
- Provided dealer support and training for new product launches.
SAAB – Saturn – Ecotec Engine Liaison
Minacs/Morley/GM Tier-1
01.2004 - 01.2010
- Served as technical liaison between GM Technical Assistance Center, MPG Engineering, and dealers for SAAB and Saturn products to over 300 stores.
- Developed and implemented training programs for 40 TAC consultants.
- Authored over 500 technical bulletins and preliminary information documents.
- New car launch of the Saturn Astra provided hands-on dealer support.
- Reported emerging issues and best practices to After-sales/Warranty leadership.
Education
University of Tennessee
Knoxville, TN01.1982
Skills
- Microsoft Excel
- Word
- Outlook
- PowerPoint
- Interpersonal skills
- Automotive Diagnostics
- Automotive Repair
- Data collection
- Data management
- Decision making
- Verbal communication
- Written communication
- Organizational skills
- Planning skills
- Listening skills
- Problem-solving skills
- Technical assistance management
- Warranty analysis
- Service bulletin authoring
- Call center management
- Dealer support
- Data analysis
- Database management
- Training program development
- Customer service
- Project management
- Trend identification
- Problem solving
- Effective communication
- Team building
- Process improvement
- Marketing
- Technical proficiency
Certification
- ASE Master Technician, 01/01/92 - Present
- EPA A/C Refrigerant Recycling 609 Certification
- L-1R Advanced Engine, 01/01/96 - 12/31/22
- SAAB Master Technician
- USAF/Tennessee Air National Guard – Ground Radio Electronic Repair (304XX), Honorable Discharge, 1989
References
References available upon request.
Timeline
Saab Technical Assistance Manager
Hedin Parts and Logistics
01.2022 - 01.2025
Saab Technical Assistance Manager
Orio Parts North America
01.2012 - 01.2022
Saab Technical Assistance Manager/Warranty Analyst
Saab Cars North America
01.2010 - 01.2012
SAAB – Saturn – Ecotec Engine Liaison
Minacs/Morley/GM Tier-1
01.2004 - 01.2010
University of Tennessee
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