PATRICIA PIETSCH
Cumming,GA
Summary
Automotive aftersales and dealer development leader with a record of improving retention, growing wholesale parts sales, and strengthening retailer profitability. Ranked #1 nationally in customer retention and key performance metrics, with field leadership that turns operational gaps into measurable gains.
Overview
33
33
years of professional experience
Work History
Dealer Development Manager
Mercedes-Benz USA
Atlanta, GA
01.2017 - Current
- Improved owner retention by an average of 8% across consulted retailers.
- Increased parts sales by 5 to 10% through development of retailer wholesale business.
- Reviewed customer experience, workshop throughput, parts inventory, and profitability gaps; developed and executed retailer action plans.
- Evaluated dealership operations and delivered actionable recommendations for performance enhancement.
- Collaborated with field teams to ensure dealership facility compliance and uphold brand image standards.
- Supported factory and Mercedes-Benz retailers on sales and fixed operations strategy to help meet internal performance targets.
Aftersales Operations Manager
Mercedes-Benz USA
Atlanta, GA
01.2017 - Current
- Launched mobile service at 8 retailers in Florida and Georgia.
- Maintained top standings across all key metrics (parts sales, customer satisfaction)
- Addressed customer complaints promptly, achieving high levels of customer satisfaction.
- Standardized procedures to support compliance with corporate operational guidelines.
- Identified employee development needs and offered constructive feedback on progress toward goals.
- Acted as factory liaison to retailers in Fixed Operations for Commercial Vans, facilitated implementation of national programs at retail level.
Region Customer Experience Manager
Nissan North America
Herndon, VA
01.2015 - 01.2017
- Led regional sales and service initiatives to enhance customer satisfaction, retention, and loyalty, collaborating with field managers and retailers on targeted improvement plans.
- Increased Mid-Atlantic region scores through direct engagement with field managers during retailer visits.
- 2014 to 2017
Fixed Operations Manager
Nissan North America
Richmond, VA
01.2014 - 01.2015
- Ranked #1 nationally in customer retention; improved CSI from 899 to 921.
- Surpassed retail parts sales objectives consistently, contributing to revenue growth.
- Oversaw fixed operations for 11 retailers in Richmond/Norfolk market, enhancing overall performance.
Fixed Operations Manager
Infiniti USA
Los Angeles, CA
01.2012 - 01.2014
- Oversaw fixed operations performance for 11 luxury brand retailers in Los Angeles, ensuring alignment with brand standards.
- Boosted district service customer retention by 2 points in FY2013, enhancing overall customer loyalty.
- Facilitated retailer engagement in wholesale parts and accessory sales, contributing to increased profitability.
District Service and Parts Manager
Kia Motors America
New York, NY
01.2010 - 01.2012
- Increased district parts and accessory sales by 30% within 4 months, driving revenue growth.
- Reached #1 nationally within 8 months, including #1 in customer satisfaction.
- Consulted 17 retailers on aftersales strategies, enhancing parts, service, and customer satisfaction.
Area Marketing Manager (previously Region After-Sales Manager)
Porsche Cars North America
New York, NY
01.2007 - 01.2009
- Developed comprehensive marketing plan for 61+ retailers across 12 states, enhancing budget allocation and effectiveness.
- Led marketing initiatives for Northeast luxury retailers, overseeing media planning, budget management, CRM strategies, and brand image development.
- Planned and executed 15+ large-scale events generating 35 vehicle sales and attracting hundreds of qualified leads.
Dealer Marketing Manager, Product Manager, Regional After Sales Manager, Fixed Operations Manager
Audi of America
Auburn Hills, MI
01.2001 - 01.2007
- Managed development of two car lines for U.S. market, restructuring vehicle options to optimize dealer and port inventory turnover.
- Coordinated launch of retailer advertising website with Tier One agency, improving marketing strategy alignment.
- Raised southeast customer satisfaction to best in the nation and cut buybacks 20% year over year.
- Consulted with Southeast retailers and field managers to enhance aftersales performance.
Service Manager
Freedom Nissan
Burlington, VT
01.2000 - 01.2001
- Led team of 7 technicians and 2 advisors; increased monthly sales by $10,000 and enhanced shop productivity by 30%.
- Managed Nissan service department schedules, repair orders, and customer appointments.
- Coordinated advisor, technician, and parts communication for Freedom Nissan service workflow.
- Reviewed repair orders for accuracy, approvals, and dealership service policy compliance.
District Service Manager
Chrysler
Auburn Hills, MI
01.1997 - 01.2000
- Managed service and technical operations for 21 New England dealers, ensuring compliance with Chrysler standards and enhancing dealer performance through completed management, technical, and warranty training.
- Assisted Chrysler dealership service operations and field procedures.
- Reviewed dealer performance reports and service department records.
- Guided advisors on warranty claim processing and documentation.
Assistant Branch Rental Manager
Enterprise Rent-A-Car
Syracuse, NY
05.1993 - 04.1995
- Guided customers in vehicle selection, rental agreements, and coverage options to enhance rental experience.
- Managed check-outs, returns, and contract updates in branch systems to ensure smooth transactions.
- Facilitated branch rental operations by adhering to Enterprise Rent-A-Car service standards and policies.
- Supported branch rental operations using Enterprise reservation systems and customer service standards.
Education
MBA - Marketing
University of Phoenix
01-2006
BA -
LeMoyne College
01-1993
Skills
- Aftersales operations
- Customer retention
- KPI attainment
- Retailer profitability
- Wholesale growth
- Retailer planning
- Program implementation
- Performance evaluation
- Warranty management
- Field staff development
- Dealer presentations
Timeline
Dealer Development Manager
Mercedes-Benz USA
01.2017 - Current
Aftersales Operations Manager
Mercedes-Benz USA
01.2017 - Current
Region Customer Experience Manager
Nissan North America
01.2015 - 01.2017
Fixed Operations Manager
Nissan North America
01.2014 - 01.2015
Fixed Operations Manager
Infiniti USA
01.2012 - 01.2014
District Service and Parts Manager
Kia Motors America
01.2010 - 01.2012
Area Marketing Manager (previously Region After-Sales Manager)
Porsche Cars North America
01.2007 - 01.2009
Dealer Marketing Manager, Product Manager, Regional After Sales Manager, Fixed Operations Manager
Audi of America
01.2001 - 01.2007
Service Manager
Freedom Nissan
01.2000 - 01.2001
District Service Manager
Chrysler
01.1997 - 01.2000
Assistant Branch Rental Manager
Enterprise Rent-A-Car
05.1993 - 04.1995
MBA - Marketing
University of Phoenix
BA -
LeMoyne College