Marc Franco
Oakdale,CA
Summary
Dynamic Branch Manager with over 20 years of experience in Branch, fleet, dispatch and service operations driving team performance and overseeing financial operations. Proven track record in enhancing operational efficiency and leading high-performing teams. Skilled in strategic planning and program management, with a strong focus on achieving business objectives. Aiming to leverage extensive expertise in a challenging new role. Seasoned Service Operations Manager with strong background in managing effective teams and implementing service improvement strategies. Known for streamlining processes to optimize efficiency while maintaining high standards of customer service. Demonstrated ability to adapt to new technologies and techniques, always striving for continuous learning and development. Previously led operations resulting in improved productivity, increased satisfaction, and enhanced business growth.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Branch / Service Operations Manager
Pacific Material Handling Solutions
Modesto, CA
02.2017 - Current
- Oversee and manage all branch operations, fleet management, sales, service, shop, and mobile technicians, as well as parts operations.
- Manager over 40 field technicians and 10 office staff
- Management of all forklift and truck fleet and service contracts
- Prepare and manage all estimates for repairs
- Provide and maintain budgets for all branch operations
- Manage and maintain maintenance and replacement schedules
- AP and AR dispute resolution as needed
- Manage employee training certifications
- Responsible for all safety, DOT, Hazmat, propane certifications, disposal plan and execution for all hazardous or environmentally sensitive materials and equipment
- Vehicle and equipment maintenance scheduling, vehicle and equipment telematics, driver and operator management
- Life cycle analysis and equipment evaluations, depreciation schedules
- Negotiate supply chain contracts and incentives
- Manage equipment usage for highest utilization, fuel management
- Profit and loss schedules, purchasing management, branch payroll and dispatch
- Boosted branch sales and service productivity by developing and deepening customer loyalty
- Identified and capitalized on community business opportunities with effective networking and outreach
Shop Manager
Benton Machinery
Sonora, CA
01.2014 - 02.2017
- Fleet and shop manager for a small heavy equipment and truck fleet, sister company of a small construction company.
- The fleet consisted of 30-40 utility trucks, 40 pieces of heavy equipment including CAT, JD, Komatsu, and 20 trucks/trailers, as well as a shop.
- Vehicle maintenance scheduling and management.
- Vehicle and equipment telematics, driver, and operator management.
- Life cycle analysis and equipment evaluations, depreciation schedules.
- Negotiated supply chain contracts and incentives.
- Managed equipment usage for highest utilization, fuel management, formulation and forecasting of cash flow, DMV and CARB program management, small tools management, purchasing management, and dispatch.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Monitored equipment and tool inventory for consistent replenishment in alignment with demand.
- Headed efforts in identifying trends, finding errors, and developing turnaround strategies for support equipment.
- Maintained clean and organized facilities. Removed worn or faulty components for replacement or repair.
- Maintained meticulous records of all repair work that was made to machines and equipment.
Lead Service Advisor
Sierra Motors
Sonora, CA
08.2011 - 02.2017
- Continuous, above-average CSI (95%-100%), managing all functions of a large automotive service department.
- Oversee and coordinate the diagnosis and repair of automotive problems and services by listening to the customer's description of symptoms, clarifying the description of problems, conducting inspections, checking vehicle maintenance records, examining service schedules, verifying warranty and service contract coverage by examining records and contacting warranty centers, and explaining provisions and exclusions. Develop estimates by costing materials, supplies, and labor, and calculate the customer's payment.
- Prepares and review all repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required and recommended
- Obtaining customer and warranty approval Entering RO into service database system (Renolds and Quorum)
- Maintains customer rapport by following up with and handling all difficult or complex cases on a one-to-one basis.
- Train new and existing staff on day-to-day operations and specific job duties
- Review applications, conduct interviews, and reviews.
- Produce staff and shop schedules.
- Create and implement compensation plans based on overall department financials. Handle all BAR compliance and complaints. Develop marketing strategies for customer acquisition and retention.
- Suggested add-on services that would be helpful to customers and improve the bottom line.
- Led process improvement and problem-solving efforts to create standard procedures and an escalation policy for the customer support team.
- Developed documentation and logs of implemented solutions, and generated and submitted a report.
Service Manager
Haidlen Ford
Oakdale, CA
01.2008 - 07.2011
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Managed over 20 service technicians and 10 advisors.
- Monitored safety compliance to maintain strict standards and protect team members from harm. Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Organized ongoing maintenance schedules to boost system performance.
- Optimized supply levels to keep stock within ideal parameters for expected needs.
- Met with customers to discuss service needs and offer available solutions.
- Developed written plans and obtained customer consent to proceed.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Set and administered department budgets for expenditures, materials, and labor.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Monitored priorities and liaised between the maintenance team and management, delegating tasks to complete on time.
- Contributed to the development, implementation, and execution of maintenance programs.
- Kept a watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
Service Writer
Haidlen Ford
Oakdale, CA
01.2004 - 01.2008
- Details available upon request
Service Technician
Haidlen Ford
Oakdale, CA
02.1997 - 01.2004
- Details available upon request
Education
Automotive Technology And Service Management -
WyoTech - Laramie
WY, WY01.1997
High School Diploma -
Oakdale High School
CA, CA04.1996
Skills
- Rental fleet management
- Service management
- Branch management
- Contract Management
- Maintenance Planning
- Performance monitoring
- Financial Management
- Customer Service
- Inventory Management
- Business Development
- Customer Relationship Management (CRM)
- Policy and Procedure Enforcement
- Service Quality Management
- Cost Reduction Strategies
Certification
- 07/2017, OSHA 30/Competent Person
- 01/2019, CPR
- 05/2016, GM Master Certification
- 01/2011, Ford Master Certified
- 09/2017, Hyster/Yale/Clark/Fuzo Certified
Timeline
Branch / Service Operations Manager
Pacific Material Handling Solutions
02.2017 - Current
Shop Manager
Benton Machinery
01.2014 - 02.2017
Lead Service Advisor
Sierra Motors
08.2011 - 02.2017
Service Manager
Haidlen Ford
01.2008 - 07.2011
Service Writer
Haidlen Ford
01.2004 - 01.2008
Service Technician
Haidlen Ford
02.1997 - 01.2004
Automotive Technology And Service Management -
WyoTech - Laramie
High School Diploma -
Oakdale High School
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