Oscar Medina
Riverside,CA
Summary
Versatile Automotive Service Manager with 20 years of experience. Proven expertise in automotive repair, vehicle maintenance, and customer satisfaction. Skilled in strategic planning, budgeting, and sales. Possesses certifications as a Volkswagen Master Certified Advisor and a VW Master Service Manager.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Automotive Service Advisor
Walters’s Mercedez Benz
10.2024 - Current
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
Automotive Service Manager
Riverside Volkswagen
02.2021 - 08.2024
- Oversaw daily operations of auto service department, ensuring efficient workflow and timely completion of repairs
- Managed a team of 12 technicians, providing guidance, training, and performance evaluations
- Implemented new scheduling system to optimize technician productivity and reduce customer wait times
- Increased customer satisfaction ratings through improved communication and resolution of service issues
- Developed and maintained relationships with key vendors to ensure availability of parts and supplies for repairs
- Collaborated with sales team to identify opportunities for upselling additional services or products to customers
- Monitored inventory levels and implemented inventory control measures to minimize waste and maximize profitability
- Performed quality inspections on completed repairs to ensure adherence to industry standards and customer expectations
- Mentored junior technicians, providing technical guidance and support for complex repair tasks
- Served as point of contact for escalated customer complaints or concerns, resolving issues promptly and effectively
- Achieved monthly revenue targets through effective management of labor costs, pricing strategies, and upselling efforts
- Pioneered implementation of digital record-keeping system for all vehicle maintenance records
- Liaised with dealership management team on strategic planning initiatives related to the auto service department's growth objectives
- Cultivated a positive and collaborative work environment, fostering teamwork and employee engagement
- Developed and implemented standardized procedures for vehicle inspections, ensuring compliance with safety regulations
- Managed warranty claims process, coordinating with manufacturers to ensure timely resolution of customer issues
- Implemented performance metrics tracking system to monitor technician productivity and identify areas for improvement
- Collaborated with marketing team on promotional campaigns to increase service department revenue
Automotive Service Advisor/ assistant service manager
Riverside Volkswagen
06.2004 - 02.2021
- Volkswagen Master Certified Advisor
- Assistance Service Manager
- Greet customers and scheduling service appointments
- Catalogue customers concerns and comments
- Write service orders and descriptions of problems and repairs
- Translate customers' repair problems into standard repair terminology
- Explain repairs to customers
- Estimating the cost and time needed for repairs
- Handle customer complaints
- Keep a high CSI score
- Measure and evaluate KPI reports
- Assist management with service staff schedules
- Keeping customer satisfaction is of high priority and establish good customer rapport
Service Technician
Exclusively Volkswagen
06.2000 - 06.2004
- Perform maintenance on vehicles
- Perform repair and diagnosis
- Use vag 1551 and other diagnostic equipment to diagnose and repair
- Vw certified technician from 05/2000 - 12/2004
Education
Volkswagen Specialty Training - Automotive Technology
Universal Technical Institute
Glendale Heights, IL06.2000
Associate - Automotive repair
Universal Technical Institute
Rancho Cucamonga, CA12.1999
some college - general studies
Mt San Antonio College
Walnut, CA12.1998
Skills
- Training
- Budget
- Strategic Planning
- Retail sales
- Sales
- Management
- Automotive Repair
- Vehicle Maintenance
- Service Technician Experience
- Auto Service Management
- Mechanic Experience
- Mechanical Knowledge
Certification
- VW Master Service Manager, 04/01/21, 12/31/24
- Driver's License, 09/01/22, 08/31/26
- Motorcycle License, 09/01/22, 08/31/26
Languages
Spanish
Native or Bilingual
Timeline
Automotive Service Advisor
Walters’s Mercedez Benz
10.2024 - Current
Automotive Service Manager
Riverside Volkswagen
02.2021 - 08.2024
Automotive Service Advisor/ assistant service manager
Riverside Volkswagen
06.2004 - 02.2021
Service Technician
Exclusively Volkswagen
06.2000 - 06.2004
some college - general studies
Mt San Antonio College
Volkswagen Specialty Training - Automotive Technology
Universal Technical Institute
Associate - Automotive repair
Universal Technical Institute
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