Jonathan Sitler

• Oversee the daily operations of the service department, consisting of 19 direct report employees.
• As the Service Manager I am responsible for forecasting weekly,monthly and annual productivity projections, monitoring the efficiency of a staff on a daily, weekly, monthly basis to make sure they are achieving their goals
• Consistently maintain an average per RO sales of 2.0 hrs, ELR of $183/RO and maintenance sales of 50%/RO
• Other duties include making sure all technicians are up to date on all manufacturers training requirements, holding a daily morning round up meeting and a recap meeting every Friday morning, overseeing the maintenance of all shop equipment, loaner cars, scheduling of personnel and time records for payroll.
• Communication a consistency are critical for success.
• Getting the team to buy into my vision
• Monitor CSI on a daily,weekly, monthly basis to ensure th highest of customer satifaction.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Trained lube techs how to be highly efficient, mentor them so they can progress to main shop tech.
• Defined clear targets and objectives and communicated to other team members.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Encouraged departmental employees to present positive, exemplary image to customers.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Supervised staff of nineteen personnel by implementing company policies, protocols, work rules and disciplinary action.

Oversee the daily operations of an independent repair shop consisting of me and four (4) A level techs. The owner was pretty much hands off.

Write 20-25 RO's on a daily basis. Dispatch RO's to the appropriate tech. Produce quotes for repairs, order needed parts, enter parts into inventory and post to the RO's as they came in. Input technician repair notes into the RO. Collect payment. Finalize RO. Reconcile cash drawer and credit card machine at the end of each day and prepare for the next day.

My team of four techs and I produced an annual GP of just over $1 million. I accomplish results thru clear communication, consistency, accountability and a positive work environment.

• Oversee all daily operations of the Service department consisting of the main shop and the quick lube shop
• This includes three separate teams; the technicians, the service advisors and the quick lube team, a total of 23 people
• Daily responsibilities include tracking shop performance and profitability, reviewing all warranty claims and approving them for submission, reviewing daily work schedule and communicating with the schedulers, interacting with customers that have specific concerns and reaching a mutually agreeable resolution
• Hold monthly reviews with employees to build a strong cohesive team
• Perform payroll duties every other week, calculating commission and bonuses based on performance.

• Maintain very high levels of EFL, sales per R.O., hours per R.O., etc
• Gold level certified Volvo service advisor with all training kept up to date
• Always top CSI scores
• Schedule appointments and loaner cars
• Review all tech recommendations and relay to the customer what was needed and recommended
• Finalize all R.O.'s and apply appropriate labor ops., customer pay, warranty and internal
• Cashier out and review customer's R.O
• Review SOP list and contact customers to complete repairs as needed
• Maintained a large and loyal customer base

• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Suggested add-on services that would be helpful to customers and improve bottom line.
• Developed estimates by costing materials, supplies and labor.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Cross-trained and backed up other customer service managers.
• Processed 100+ invoices each weeks and mailed documentation to clients.