Jonathan Niemela
Manchester,TN
Summary
Proven expertise in automotive repair, both frontline and management. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives with an emphasis on customer retention proven by exceptional survey scores consistently.
Overview
26
26
years of professional experience
Work History
Service Advisor
Boro Nissan
Murfreesboro, TN
08.2023 - Current
- Greeted customers and addressed their needs in a professional manner.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Maintained records of customer interactions and transactions.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Explained the features and benefits of products or services offered by the dealership to customers.
- Prepared invoices for services rendered and collected payments from customers.
- Resolved customer complaints in an efficient and courteous manner.
- Ensured that all customer inquiries were handled promptly and accurately.
- Tracked customer requests, comments, problems, issues and resolutions within designated systems.
- Developed strong relationships with customers by providing exceptional customer service.
- Upsold additional products or services when appropriate.
- Participated in ongoing training activities related to automotive technology advancements.
Service Manager
Beaman CDJR
Murfreesboro, TN
06.2022 - 07.2023
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Created detailed reports on service activities for senior management review.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Ensured compliance with applicable laws and regulations related to services provided.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Created standard operating procedures for all service functions.
- Performed root cause analysis on recurring problems encountered by customers.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Hired and trained service department staff to drive performance.
- Created employee work schedules to keep shifts properly staffed.
Service Advisor
Walnut Creek
Walnut Creek , CA
08.2021 - 07.2022
Assistant Service Manager
Acura of Concord
Concord , CA
01.2018 - 08.2021
- Provided oversight for staff of technicians, ensuring productivity and quality standards were met.
- Monitored technician performance and provided feedback on areas needing improvement.
- Developed new processes to improve efficiency and effectiveness of services offered by the organization.
- Assigned tasks to technicians based on their skill level and experience.
- Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
- Created training plans for new employees entering the service department.
- Guided department employees on changes from management.
- Pitched in to complete various duties during peak periods or employee absences.
- Motivated and supported employees to maintain low turnover.
- Monitored employee performance through key metrics analysis.
- Created employee work schedules to keep shifts properly staffed.
- Hired and trained service department staff to drive performance.
Assistant Service Manager
Honda of Oakland
Oakland, CA
01.2012 - 01.2018
Service Advisor
Winter Honda
Pittsburg, CA
01.2008 - 01.2012
IT Support Engineer
State Of California Government
Lafayette, CA
01.2005 - 01.2008
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Developed and maintained user accounts, permissions, and access rights.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Assisted with network infrastructure design and implementation.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Created technical documentation for internal use by IT staff members.
- Monitored server performance metrics to identify areas of improvement or optimization.
- Implemented security measures to protect organizational data from unauthorized access.
- Conducted research on emerging products, services, protocols, and standards in support of system development efforts.
- Managed daily backup processes for all servers using enterprise-level backup and recovery software solutions.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
Service Advisor
Concord Honda
Concord, CA
08.1998 - 01.2005
Education
POST Certified Level 2 - Law Enforcement
Las Medanos College
Pittsburg, CA11-2012
GED -
Martinez Adult Education Center
Martinez, CA02-2001
Skills
- Customer Retention
- Documentation and Reporting
- Service Estimates
- Price Quoting
- CRM Software
- Computer Skills
- Tech-Savvy
- Reynolds, CDK/ADP, DealerTrack, Xtime
- Technical Support
- Complaint Resolution
References
References available upon request.
Timeline
Service Advisor
Boro Nissan
08.2023 - Current
Service Manager
Beaman CDJR
06.2022 - 07.2023
Service Advisor
Walnut Creek
08.2021 - 07.2022
Assistant Service Manager
Acura of Concord
01.2018 - 08.2021
Assistant Service Manager
Honda of Oakland
01.2012 - 01.2018
Service Advisor
Winter Honda
01.2008 - 01.2012
IT Support Engineer
State Of California Government
01.2005 - 01.2008
Service Advisor
Concord Honda
08.1998 - 01.2005
POST Certified Level 2 - Law Enforcement
Las Medanos College
GED -
Martinez Adult Education Center