Maron Chbat
Tallahassee,FL
Summary
Highly-motivated Service Department expert with over 17 years experience and a desire to take on new challenges! Candidate is well-acclimated to a high-stress work-environment and is accompanied by a history of success in working both individually and as part of a team. As an employee, candidate carries a very strong work ethic, adaptability, and exceptional interpersonal skills. As a producer, candidate takes a great deal of pride and care in completing work correctly and completely. Candidate is also adept at working effectively unsupervised and at quickly mastering new skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant Service Manager
RideNow Powersports
Tallahassee, FL
03.2023 - Current
- 2nd in command behind the Service Manager
- Oversees smooth operations of service department functions, including personnel movement, dispatch of technician's daily work, coordinating shop truck schedule, and choreographing movement of units around the lot.
- Developed processes for improved efficiency and effectiveness of services offered by the organization.
- Improves technician productivity. Assigns tasks to technicians based on work flow, skill level and experience. Motivates and supports techs to maintain low turnover.
- Reviews completed work to verify consistency, quality and conformance.
- Monitors technician's performance through key metrics analysis.
- Resolves customer inquiries and complaints requiring management-level escalation.
- Implemented safety protocols designed to protect both customers' property as well as technicians’ wellbeing during repair work.
- Conducts regular meetings with technicians to discuss progress, performance issues, and customer feedback.
- Pitches-in with wrenching to complete various duties during peak periods or during cases of employee absences.
Technical Warranty Administrator
Red Hills Powersports
Tallahassee, FL
06.2012 - 03.2023
- The "HUB" for all warranty-related happenings in the dealership. Obtained Manufacturer approval for all warranty jobs and filed all warranty claims with Manufacturers.
- Alerted the Sales Department of any active or pending Recalls and Stop-Sale conditions. Took necessary actions to address those Recalls prior to sale.
- Served as subject matter expert for non-standard warranty questions, involving unusual failures, property damage, water intrusion, fires and collision.
- Maintained up-to-date knowledge of current industry regulations pertaining to warranties from the 12 different manufacturers we sold and serviced.
- Maintained heavy involvement in guiding service technicians with technical diagnosis and pinpointing warranty-related failures with a particular focus on "Root-Cause Analysis".
- Utilized deep technical expertise and understanding to communicate new technical issues with Manufacturers and to identify never-before-seen warranty related failures.
- Challenged Manufacturers with technical findings to assist with obtaining warranty approval from them.
- Assisted with getting techs paid for all labor time associated with warranty jobs.
- Discussed technical hardships and difficulties with Manufacturers to get technicians reimbursed for additional labor time required during diagnostic procedures.
- Utilized a strong background as a technician to negotiate total reimbursement for all parts and labor used during repairs covered under warranty.
- Was well-liked and respected by technical hotline departments and model specialists across the country for being professional and courteous.
- Investigated customer complaints regarding product defects and non-compliance with warranties.
- Provided affective technical support to customers by phone and in person regarding product functionality and warranty concerns.
- Evaluated existing policies and procedures for processing warranties and identified areas for improvement.
- Improved upon warranty department standard practices in order to cut expenses and identified areas for further cost savings opportunities.
- Created standard operating procedures for processing warranty requests from customer complaint to claim submittal.
- Created detailed records of all customer interactions related to warranties and product concerns.
- Stayed up-to-date on factory announcements and recalls from 12 different Manufacturers.
- Analyzed data from previous repair jobs to identify trends in common malfunctions that could be addressed proactively. This has lead to identifying what would become future Manufacturing Recalls.
Service Manager
Florida Motorsports
Tallahassee, FL
08.2011 - 06.2012
- Single point-of-contact for all service department functions.
- Managed technicians and service staff to ensured customer satisfaction and compliance with company policies.
- Developed and maintained relationships with business owners, employees, customers, vendors, and suppliers.
- Resolved customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Implemented quality assurance protocols to ensure timely completion of repairs according to customer demands.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Ensured compliance with applicable laws and regulations related to services provided.
- Adhered to customer service standards to foster satisfaction and retention.
- Reviewed customer billing statements for accuracy prior to release.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Prioritized and Assigned daily work to meet anticipated project goals and monitored performance of service personnel through completion.
- Motivated and supported employees to maintain low turnover.
- Reviewed completed work to verify consistency, quality and conformance.
- Trained new employees on the use of dealer management software systems.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Service Advisor
Polaris of Gainesville
Alachua, FL
10.2010 - 02.2011
- Greeted customers and addressed their needs in a professional manner.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Inspected vehicles for needed repairs or preventative maintenance services and advised customers accordingly.
- Used service experience and technical knowledge to provide accurate estimates of repair costs, labor times and parts prices to customers.
- Used mechanical knowledge and knowledge of services to recommend additional products or services when appropriate.
- Presented existing and prospective customers with valuable service and product information to aid in decision-making.
- 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 customer expectations and dealership standards.
- Developed strong relationships with customers by providing exceptional customer service.
- Maintained detailed records of customer interactions and transactions.
Service Technician
Gatorland Toyota/All Pro Imports BMW, VW, Porsche
Gainesville, FL
10.2007 - 10.2010
- Diagnosed problems and determined solutions for various customer issues.
- Implemented troubleshooting tactics to identify causes of poor machine performance in electrical circuits using schematics and diagrams.
- Repaired faulty components such as motors, pumps, valves, bearings and switches.
- Resolved software-related issues by troubleshooting programs and applications and by submitting service reports, performing software updates, recalibrations and relearn procedures.
- Replaced external fabric convertible tops and interior headliners for cars covered under warranty
- Replaced worn or damaged parts with OEM replacements as necessary.
- Consulted blueprints and manufacturer manuals to plan appropriate and effective repair work. Installed components to manufacturers specifications.
- Took measurements and evaluated dimensions of surrounding area to correctly install new components.
- Tested repaired items to ensure proper functionality before returning them to customers.
- Conducted preventive maintenance on a variety of machines and systems and identified potential problems during routine inspections in order to prevent future breakdowns.
- Completed work orders, repair logs and other documentation promptly, logging services performed in the service ticket system - Enabling service requests to be properly recorded and tracked in an efficient manner.
- Followed all safety protocols while performing work in potentially hazardous environments including industry established safety rules, OSHA guidelines and company policies and procedures.
- Wore protective gear when using presses, power drills, cut-off wheels, impact tools and other power tools.
- Always maintained a tidy working bay and common tools area.
- Calibrated instruments to maintain accuracy within specified tolerances.
- Maintained certifications and completed training on systems and components.
Education
Associate of Science - Service Management Technology (A.S.)
Santa Fe College
Gainesville, FL05.2008
High School Diploma -
Lincoln High School
Tallahassee05.2004
Skills
- Technical Troubleshooting and Root-Cause Analysis
- Problem Solving
- Mechanical Theory
- Electrical Theory
- Systems Analysis
- Repair Order Accuracy
- Database Administration: Reporting and Documentation
- Multiple Priorities: Scheduling and Workflow Management
- Resource Allocation
- Policy and Procedure Adherence
- Process Implementation and Workplace Safety
- Quality Service
- Customer Service
- ASE Certification
- Goal-Oriented, Positive Attitude, Trustworthy and Honest
Affiliations
- Mechanical Endeavors
- Motorcycles
- Superbikes / Road Racing
- Trackdays
- Motorcross
- Kayaking
- Fishing
- Beach
- Gym
- Music
- College Football
- Console Gaming
Accomplishments
- Consistently ranked "Superior" 1st part Trumpet player in high school Marching and Symphonic band
- Juggled a full-schedule of academic and extra-curricular activities throughout high school and college years in school.
- Routinely regarded by colleagues as a hard worker and a go-getter
- Regularly commended for displaying effectiveness and professionalism by various manufacturer's headquarters, model specialists and dealer reps.
- Prided on operating dealership's Warranty Department at 100% accuracy and effectiveness. "If we don't get it covered - its because it can't be covered."
Certification
Additional to AS Degree and Automotive Repair certificate through Santa Fe College, supplemental training acquired:
- ASE certification in Steering/Suspension and brakes
- Honda "Service Pro" training
- Kawasaki "K-Tech" trained
- Yamaha "YMU" trained
- Suzuki "FAST" trained
- Polaris University trained
- Club Car Learning trained
- Various additional training through a multitude of other manufacturers and aftermarket companies
Timeline
Assistant Service Manager
RideNow Powersports
03.2023 - Current
Technical Warranty Administrator
Red Hills Powersports
06.2012 - 03.2023
Service Manager
Florida Motorsports
08.2011 - 06.2012
Service Advisor
Polaris of Gainesville
10.2010 - 02.2011
Service Technician
Gatorland Toyota/All Pro Imports BMW, VW, Porsche
10.2007 - 10.2010
Associate of Science - Service Management Technology (A.S.)
Santa Fe College
High School Diploma -
Lincoln High School
Additional to AS Degree and Automotive Repair certificate through Santa Fe College, supplemental training acquired:
- ASE certification in Steering/Suspension and brakes
- Honda "Service Pro" training
- Kawasaki "K-Tech" trained
- Yamaha "YMU" trained
- Suzuki "FAST" trained
- Polaris University trained
- Club Car Learning trained
- Various additional training through a multitude of other manufacturers and aftermarket companies
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