MICHAEL MCCARTHY
Columbia,SC
Summary
Dynamic leader with a proven track record at Cumberland International Trucks, enhancing revenue and customer satisfaction. Expert in automotive service management and team motivation, achieving top balance scorecard positions multiple times. Skilled in both technical diagnostics and relationship building, consistently exceeding financial objectives through strategic planning and quality assurance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Truck Service Manager
Travel Centers of America
Vero Beach, Florida
02.2024 - Current
- Communicated with customers in person and by phone to promote issue resolution and good customer service.
- Delegated tasks to employees to effectively complete projects.
- Provided exceptional customer service to ensure satisfaction and loyalty.
- A servant leader and inspire your team to meet and exceed company performance standards and improve the Truck Service department (i.e. fast and friendly customer service, good product knowledge, up-beat atmosphere, etc.)
- Develop a trusting atmosphere that is conducive to receiving feedback from team members and guests; coach and performance manage team members according to company policy
- Recruit, hire, train and retain highly motivated employees according to company guidelines and create a culture where employees feel respected and recognized for their achievements
- Coach team in troubleshooting, diagnosing, and repairing heavy-duty trucks and trailers in a professional and accommodating manner
- Conduct visual inspections to ensure that all products and services are available
- Responsible for achieving financial objectives of the business through effective management of people, product, service and facility processes, including a focus on the revenue and profit components
- Lead all aspects of payroll, accounting, inventory and personnel documentation procedures to ensure accuracy and timeliness in reporting and compliance with state and federal laws
- Adhere to safety standards and abide by standards of operation. Follow company guidelines on vendor
Service Manager
Cumberland International Trucks
US
11.2021 - Current
- Managing day to day facility and Service operations & staff
- Staffing: interviewing and hiring Service department personnel
- Overseeing all aspects of the facility and Service department work, ensuring they adhere to company and safety policies
- Manage warranty processing and collections
- Supporting and training technicians and facility staff, monitoring all service work, turnaround times and quality control
- Monitoring P&Ls, statements, and regular reports; continually improving efficiency
- Communicating directly with customers related to problems, quotes, and project management
- Attending training seminars and management meeting as needed; leading regular staff meetings with facility and service teams
- Yearly performance reviews
- Created a culture where employees feel respected and recognized for their achievements
- Maintain facilities offering a welcome and clean appearance (i.e restrooms, signage, lighting, parking lot condition, air conditioning, heating etc
- Responsible for achieving financial objectives of the business through effective management of people, product, service, and facility processes
- Oversee all payroll, accounting, inventory, and personnel documentation procedures to ensure accuracy and timeliness in reporting and compliance state and federal laws
- Adhere to safety standards, comply with standards of operation, and follow company guidelines on vendor relationships
- In 2021 Cumberland International of Palm Bay was losing about $20,000 in gross revenue per month
- In 2022 under my Management, the store met or exceeded Gross Margin goals every month that year putting the store back on the profile of stores that are generating revenue each month
Parts and Service Zone Manager
Ford Motor Company
US
05.2019 - 11.2021
- Build Customer Satisfaction with both the Parts and Service departments
- Help keep dealers in line with their warranty perimeters
- Improve profitability in the Parts department and Service department by having monthly consultations with the Dealer Principle on the performance in each department
- Number two on balance Score Card for Month of January 2021, May 2021 and August 2021
- Number one on balance Score Card for Month of March 2021, and July 2021
Service Manager
Greenway Ford
US
01.2017 - 05.2019
- Ensure that customers receive prompt, courteous, and effective service
- Serve as a liaison between technicians, service advisors, and customers
- Keep up to date on availability for required repairs
- Knowledge of the Ford Product and answer characteristic and operational questions
- Prioritize and monitor repairs daily as they progress though the shop
- Quality control on all vehicle repairs to eliminate returns resulting in a 16% improvement rate in first six months
- Supervise technicians, advisors, porters and cashiers to ensure job quality and performance, and compliance with laws and regulations
- Develop ideas and refine department processes as it relates to flow and efficiency
- Ensure that all departments are compliant with all manufacturer warranty and policy processes and procedures
- Recruit, hire, train, and continuously evaluate the productivity of the staff to ensure efficiency and knowledge of the position
- Turnover decreased by 4%
- Accounts payable and accounts receivable sign offs
- Monitor financial statements to ensure productivity, efficiency, and profit
- Directly responsible for a staff of 50 plus employees
- Conduct weekly meetings with staff members to improve quality
- Supervise that all duties to ensure efficiency, profit and customer satisfaction
Customer Operations Manager
Ford Motor Company
US
01.2014 - 01.2017
- Duties include Monitor and drive improvement in key performance metrics to achieve goals, Meeting Service Level Agreements Identify trends in team performance
- Drive superior dealer satisfaction as measured by accessibility and problem resolution
- Produce superior customer handling as measured by voice of customer surveys
- Customer participation in surveys increased 11% with positive ratings
- Deliver superior support to OEM Field Personnel as measured by surveys
- Achieve high employee satisfaction as measured by Percepta Employee Satisfaction Surveys which resulted in an increase in quality and understanding of positions
- Review Customer Service Manager performance metrics and develop improvement action plans
- Monitor calls and coach Customer Service Managers to ensure excellent service
- Average satisfaction measured at 4.2 on scale of one to five vs 3.1 in previous year
- Responsible to ensure all Customer Service Managers have an individual training plan
- Provide feedback to OEM Field Personnel and Dealership Personnel on dealer, market and zone customer satisfaction performance
- Completed annual performance evaluations and monthly scorecards
- Monitor process and policy issues that impact satisfaction and engage CRC Management, Field, Dealers and Customer Service Managers to drive process change identify process improvement opportunities
- Conducted new hire and recurrent training as required
- Achieve program certification and attend all training as required
- Worked directly with Field and Dealers to resolve difficult customer issues and general administrative duties as required
- Build team morale to support agent retention
- Support agent interview selection process
- Administer disciplinary actions if necessary
Technical Consultant
Ford Motor Company
US
07.2012 - 01.2014
- Primary responsibility involved resolving CSM, COM, dealer, fixed operations, and repair technician concerns; utilizing experience, diagnostic processes, problem solving techniques, contact and case handling
- Spoke with customers to better ascertain understanding of technical direction and explanations of how and why
- Supported repair technicians on the automotive diagnostic hotline
- Resolved concerns for over 60 customer service managers
- Worked with field service engineers for theory and support
- Supported training department and educated the lead techs with re-occurring automotive training and new hire training
- Worked with production vehicle team on; focus, c-max product lines and relayed the information to the Ford Client and Percepta Management and fellow technical consultants, to obtain a better understanding for the CSM's to service our customers
- Insured all aspects of daily functions were provided at the highest level of customer satisfaction
Technician
Dick Smith Ford
US
08.2008 - 06.2012
- Performed routine maintenance on vehicles, as well has brakes and light line repairs
- Moved into diesel shop and assisted diesel mechanic in all repairs from small diesel engines to large engines, air brake systems
- Initiating automotive services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage.
- Enforced warranty and policy manual and submitted claims for service department
Education
Automotive Technology and Ford FACT - Automotive Technology, NASCAR Engines I and II, Ford FACT
NASCAR Technical Institute
Mooresville, NC10.2010
high school diploma - FFA Vice President, JV and Varsity Lacrosse letters
Blythewood high school
05.2007
Skills
- Automotive Engines
- Professional Service Writing
- Automotive Undercar
- Automotive Powertrains
- Brakes
- Drivability
- Steering & Suspension
- Diesel Engine Performance
- Electronic Fundamentals
- Electronic Technology
- Climate Control
- Fuel & Ignition Systems
- Automatic Transmissions
- Manual Transmissions & Drive Axles
- Diesel Diagnosis
- Basic & Advanced Electrical
- Crew leadership
- Upselling
- Preventive Maintenance
- Outgoing and energetic
- Conflict resolution
- Service scheduling
- Time management
- Supply ordering
- Policy and procedure enforcement
- Positive attitude
- Inventory management
- Goal setting
- Estimating and quoting
- Staff management
- Coaching and mentoring
- Workflow management
- Analytical thinking
- Employee training and development
- Service and parts teams management
- Relationship building
- Goal oriented
- Schedule management
- Team leadership
- Customer service management
- Employee supervision
- Work Planning and Prioritization
- Mechanical diagnostics
- Trustworthy and honest
- Client retention strategies
- Quality control
- Critical thinking
- Reliable and responsible
- Workplace safety
- Leadership development
- Business development
- Quality assurance
- Culture development
- Risk management
- Service quality management
- Customer satisfaction measurement
- Staff supervision
- Flexible schedule
- Shift scheduling
- Sales support
- Team collaboration and leadership
- Financial controls
- Data analytics
- New employee hiring
- Continuous improvement
- Maintenance planning
- Service documentation
- Proficient in [software]
- Performance evaluations
- Office administration
- Regulations compliance
- After-sales support
- Technical support
- Staff training and development
- Operational efficiency
- Cost estimates
- Service order flow
- MS office
- Forecasting
- Project management
- Budget control
- Documentation and reporting
- Process optimization
- Rapport building
- Contract management
- Compliance enforcement
- KPI monitoring
- Process implementation
- Service delivery optimization
- Employee relations
- Interpersonal relationships
- Resource allocation
- Vendor sourcing
- Project planning
- Heavy equipment operation
- Regulatory compliance
- Data management
- Strategic business planning
- Multiple priorities management
- ASE certification
- Revenue generation
- Verbal and written communication
- Reporting and documentation
- Supply procurement
- Cost reduction strategies
- Team scheduling
Certification
- Ford Master Certification
- Ford Service Advisor Certification
- Service Manager Master Certification
- FCSD Certification of Excellence
- Reynolds & Reynolds Certification
- EPA 609
Timeline
Truck Service Manager
Travel Centers of America
02.2024 - Current
Service Manager
Cumberland International Trucks
11.2021 - Current
Parts and Service Zone Manager
Ford Motor Company
05.2019 - 11.2021
Service Manager
Greenway Ford
01.2017 - 05.2019
Customer Operations Manager
Ford Motor Company
01.2014 - 01.2017
Technical Consultant
Ford Motor Company
07.2012 - 01.2014
Technician
Dick Smith Ford
08.2008 - 06.2012
Automotive Technology and Ford FACT - Automotive Technology, NASCAR Engines I and II, Ford FACT
NASCAR Technical Institute
high school diploma - FFA Vice President, JV and Varsity Lacrosse letters
Blythewood high school