Multiple DMS software platforms CDK, Reynolds, Mitchell
Paul Fay
Service and Parts Management
Beachwood,OH
Summary
My background is in Automotive Information technology and business administration. I also have previous dealer and retail service experience with different manufacturers.
My management experience varies from retail sales and service operations of different segments of the business world. I have supervised a 20 plus team member crew in a full service automotive wash detail center. I also ran the store operations in the Assistant Managers absence.
My family background was in auto repair store and gas station in the 70's and 80's to Five Star dealers in Texas and Ohio. I have what it takes to work with and run a department of mulitple team member staff and crews.
I have worked as a Manager for independent repairs and for corporate chain stores in a Store leader/service manager position. Responsible for maintaining profit margins while keeping labor costs down.
My education is in business and communications, I also studied computer sciences and network operations with a focus on business and accounting. I have applied that knowledge in every field I have encountered and have used those skills to succeed at every level of experience I have achieved
Continue to learn new and upcoming things like the LEV market and a who's who in the leaders of the electric vehicle service and research and development.
Overview
20
20
years of professional experience
5
5
Certification
Work History
Assistant Service Manager
SPITZER AUTOWORLD MOTORCITY CDJR
CLEVELAND , OH
03.2025 - Current
- Trained new, less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
- Met with customers to discuss service needs and offer available solutions.
- Followed up with customers during and after installations to verify satisfaction.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Implemented strategies to increase customer service satisfaction ratings.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Launched quality assurance practices for each phase of development
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Service Advisor
Nick Mayer Ford Lincoln
Mayfield Heights, OH
01.2022 - 01.2025
- Provided exceptional customer service by promptly greeting customers, assessing their automotive needs, and recommending appropriate services
- Answered a high volume of incoming calls and inquiries, addressing customer concerns and scheduling appointments in a timely manner
- Utilized extensive knowledge of automotive parts and services to accurately estimate costs for repairs and maintenance
- Process warranty claims from various service contract companies
- Addressed customer inquiries via email, phone, in-person, providing accurate information and resolving issues promptly
- Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while maintaining attention to detail
- Proven expertise in analyzing diagnostic reports enabling accurate identification of complex vehicle issues
- Created detailed estimates for repairs, including labor costs, parts pricing, and timeframes
- Acknowledged customer complaints or concerns promptly and effectively, ensuring complete satisfaction with the resolution
- Maintain customer service index scores and monthly department and individual profit goals set by department director
- Certified Service Advisor Ford and Lincoln Level 3.
- Maintained updated knowledge through continuing education and advanced training.
SERVICE MANAGER
Conrad's Tire Express and Total Car Care
Cleveland Heights, OH
06.2023 - 10.2023
- Provide excellent customer service and advise customers on mechanical repairs and estimates
- Quote customers the best prices for tires and maintenance
- Communicate with technicians and staff, research parts and pricing with vendors and company services
- Open and close store, make bank deposits, supply orders, tire and parts inventories, daily accounting reports, and filing
- Reported to District Manager all information for store operations
Service Advisor/Parts Inventory
GANLEY CHRYSLER, JEEP AND RAM
Bedford, OH
03.2020 - 12.2021
- Process repair order for each vehicle coming in for service
- Communicate customers' needs to tech and dispatcher
- Explain repairs and possible costs to the customer
- Work with warranty admins and extended warranty companies to process claims
- Use of tablet Wi advisor and CDK ADP billing systems
- Transfer to part department in March 2021 in a inventory control position
- Process and receive incoming parts orders and all freight receivables
- Process all vendor returns and adjustments
- Maintain inventory counts and pick ticket adjustments
- Pull current orders and stage for delivery to our customers
- Process all core returns and material authorization returns for FCA Chrysler
- Use of CDK ADP billing and inventory control software
- Assist front counter and techs with parts advisor duties to locate and bill out parts on customer invoices and service repair orders
- Certified Parts and Service Advisor FCA USA
Service Advisor
ADVENTURE LLC AND LAKE AUTO LLC
Willoughby, OH
01.2018 - 01.2020
- Originally started as a Parts Advisor, and was added to the Service department as an advisor
- Greet customer and inspect each vehicle for write-up process, mandatory factory training and level 3 certified parts and service
- Communicate customer needs with technicians and management
- Process and close complete repair orders and finish the process with customer at time of pickup
- Assist with everyday operations of shop as needed and maintain communication with customers and technicians during repair process
- Certified Parts and Service Advisor FCA LLC
CAREGIVER
AT HOME
Beachwood, OH
09.2011 - 01.2018
- Providing at home care for family member after major heart surgery
- See to her everyday needs and provide help when needed for her home and her private business
- Schedule her appointments, drive her to and from needed service dates and visits
- Clean and cook as needed
- Be available during day in case of emergency and continued care
- Worked part time self employed during this period providing find a ride services and doing odd jobs for hire when time afforded
- The family member is now very strong but occasionally has to follow up with specialty doctors that I will be available for as needed
Customer Care Representative
Universal Electronics
Twinsburg, OH
06.2009 - 08.2011
- Provide technical support to cable TV and internet customers in a live call center
- Ensure company-provided equipment is in use and at the current software level
- Assist customers with technical issues to avoid tech visit
- Provide feedback and technical data to IT and security departments
- Work as a team to maintain goals of corporate standards
- Company Certified Tier 3 Tech Support Agent
Education
Certificate - Health Administration, Business Administration
Mansfield Business School
San Antonio, TX07.1991
Certified Software Anaylist - Computer And Information Systems Communications
Dickinson Business School
San Antonio, TX06-1988
Skills
- Supervising experience
- Technical support
- Auto service management
- Hotel experience
- Phone etiquette
- Retail sales
- HR sourcing
- Freight
- CRM software
- Computer Operations
- Dealership experience
- Order entry
- Hospitality
- Communication skills
- Auto estimating
- Communications
- General office
- Upselling
- POS
- Quickbooks
- Service writing
- Night audit
- Customer support
- Research
- Mechanical knowledge
- Typing
- Organizational skills
- Accounting software
- Bookkeeping
- Inventory control
- Cash handling
- Microsoft Office
- AccountinG
- ASCRM DATA
Certification
Driver's License
Ford Certified Service Advisor Level 3
FCA LLC Certified Service and Parts Advisor
FCA LLC Certified Parts Collision Specialist
Certified Tier 3 Tech Support Cable Internet Communication
Personal Information
Work Permit: Authorized to work in the US for any employer
Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved service complaint which led to positive experience.
- Collaborated with team of parts in the development of DMS software integration.
- Documented and resolved damage claims which led to returns of parts for credit toward budget goals and sales.
- Achieved warranty claims paid through effectively helping with parts and services warranty administrator to close unpaid or un approved claims to resolved and paid.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Use of inventory control software and microcomputer devices
Microsoft and Microsoft Office
ASMA ASA AND CRP ERP SOFTWARE CODING LOTUS AND PLATFORM LEVEL NETWORKING
Timeline
Assistant Service Manager
SPITZER AUTOWORLD MOTORCITY CDJR
03.2025 - Current
SERVICE MANAGER
Conrad's Tire Express and Total Car Care
06.2023 - 10.2023
Service Advisor
Nick Mayer Ford Lincoln
01.2022 - 01.2025
Service Advisor/Parts Inventory
GANLEY CHRYSLER, JEEP AND RAM
03.2020 - 12.2021
Service Advisor
ADVENTURE LLC AND LAKE AUTO LLC
01.2018 - 01.2020
CAREGIVER
AT HOME
09.2011 - 01.2018
Customer Care Representative
Universal Electronics
06.2009 - 08.2011
Certificate - Health Administration, Business Administration
Mansfield Business School
Certified Software Anaylist - Computer And Information Systems Communications
Dickinson Business School
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