Phillip Astumian
Automotive Management
Bakersfield,Ca
Summary
Performance-Focused Service Manager with a proven track record of improving service dept profitability through data-driven decision making, effective labor rate growth and technician productivity management. Utilize Financial Statement analysis to monitor labor gross profit margins, cost of sale ratios and lower departmental expenses to drive operational improvements and fixed operations growth. Core success by increasing avg dollars per work order (ARO), technician efficiency and service department absorption rate through advisor coaching, improved dispatch processes and maintenance menu utilization strategies. Excellent leader focused on aligning service, parts and BDC teams to increase customer retention and overall fixed operations contribution.
Overview
34
34
years of professional experience
Work History
Owner/Operator
Georgia Boy BBQ
Bakersfield, CA
10.2024 - Current
- Developed and implemented efficient food preparation processes to enhance service speed.
- Managed inventory and procurement, ensuring high-quality ingredients for menu items.
- Trained staff on safety protocols and operational standards to maintain compliance.
- Oversaw daily operations, ensuring seamless workflow during peak hours.
- Created innovative menu items based on customer feedback and industry trends.
- Conducted regular quality control checks to uphold food safety standards and consistency.
- Coordinated marketing efforts to increase local visibility and attract new customers.
Service Manager
Haddad Group
Bakersfield, CA
02.2023 - 09.2024
- Supervised daily activities of 6 Service Advisors and 22 Technicians including full line and express lane focusing on maximizing operational efficiency in a high demand fast paced domestic line repair facility.
- Cultivated a customer centric culture by identifying opportunities for growth within our service department starting with employee training in proper customer handling techniques as well as customer personality recognition/adaptation in order to maximize the customers experience resulting in increased customer retention, csi scores above district avg and overall labor dollars sold per repair order.
- Developed and executed strategies that accelerated vehicle processing and improved scheduling efficiency in the service department reducing vehicle down time.
- Fostered a vehicle quality control check process on finished vehicles in order to increase fixed right first visit csi scores, increase customer confidence in our shop and lower vehicle comebacks.
- Frequently reviewed service work orders for accuracy, warranty compliance, revenue opportunities on declined repairs as well as BAR compliance.
- Consistently managed individual advisor performance and technician productivity looking for opportunities in personal growth to increase technicians efficiency through training and accountability.
- Worked closely with service advisors identifying real time training opportunities and best practices in the service drive including missed sales opportunities daily.
- Set up and implemented SPG pricing guide in the service drive to streamline customers job pricing and help increase labor gross profit dollars.
- Used years of industry expertise, customer service skills and an analytical nature to resolve customer concerns and promote dealer loyalty by being a good listener and finding a resolution that is acceptable by both the customer and the dealership collectively.
- Assisted advisor team in setting aggressive individual performance sales and csi targets monthly in order to help drive success and strengthen employee confidence and motivation.
- Oversaw timely and accurate submissions of factory warranty repairs with the warranty clerk to ensure on time submission compliance and a clean warranty schedule.
- Leveraged data - analytics through monitoring service kpi metrics and financial statement while identifying areas for improvement and making changes needed to drive year over year labor sales growth while monitoring labor costs and increasing labor gross profit dollars to include 7 record labor gross profit $ months during my tenure.
- Increased work order count year over year by ensuring excellent customer service and brand/dealer loyalty.
- Fostered a positive work environment to encourage team member engagement and positive reinforcement while holding individual accountability.
- Managed comprehensive used car safety inspections and repair processes while coordinating approved repairs on used cars to ensure quality and compliance before the sale.
Service Manager
Bakersfield Mazda & Mitsubishi
Bakersfield, CA
02.2019 - 02.2023
- Supervised both locations daily operations of the Service Departments with a total of 14 technicians and 4 Service Advisors.
- Managed both stores detail departments including but not limited to inventory and scheduling to ensure coverage and efficiency.
- Increased year over year labor and parts gross profit dollars on work orders through service menu pricing and advisor sales techniques in both stores.
- Trained and mentored employees on best practices for service excellence.
- Monitored service metrics, identifying areas for enhancement and applying changes necessary for growth and shop efficiency.
- Consistently maintained above district avg csi scores at times #1 in district in both stores.
- Piloted X time appointment scheduler in our store for Mazda factory to monitor before roll out nationwide.
- Trained future service manager as requested by ownership to aid in company acquisitions of other dealers and fill the key position.
- Coordinated Reynolds and Reynolds to ADP transition for Sales Finance, Service and Parts set ups within our 3 dealer group including all 3rd party vendors in all departments.
- Performed local dealer labor rate survey and brought us in line with local like dealers.
- Increased factory warranty labor rate by $32 per flate rate hr that had not been performed since 2008.
Co Owner/operator
Detail Specialists of Bakersfield
Bakersfield, CA
01.2018 - 02.2019
- Joined a partner in growing a somewhat established automotive detailing business and attempting to add a wholesale side for dealers to the current retail detailing side.
Service Manager
Bakersfield CJ Fiat & Maserati
Bakersfield, CA
04.2012 - 12.2018
- Managed 3 dealers locations simultaneously while maintaining csi, increasing service revenue and ensuring warranty repair claim reimbursement consistency through employee training and empowerment and leading by example.
- Acquired state licensing, equipped shop, hired and trained service department staff for Fiat and Maserati locations.
- Analyzed service performance KPI metrics daily for opportunities to grow service profit revenue and lower costs.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Led team in delivering exceptional customer service and resolving customer concerns in a timely manner.
- Developed service menu maintenance pricing guide.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Spearheaded digital transformation initiative, introducing new software tools to improve service scheduling and customer communication including X time.
- Implemented process improvements that enhanced operational efficiency and reduced service downtime.
- Hired, trained and supervised team of service staff members to meet and exceed service goals.
- Coordinated technician training program for individual growth.
Service Manager
Lompoc Honda
Lompoc, CA
01.2010 - 04.2012
- Oversaw advisor performance, provided coaching and support to enhance employee skill development while increasing sales and csi.
- Managed daily operations of service department, ensuring efficient workflow, dispatching and additional sales opportunities.
- Performed work order audits daily for compliance and opportunities on missed sales.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Reduced service expenses by promoting talented techs to flate rate from hourly, ensuring they are productive and performed a labor rate survey to ensure service pricing was consistent with whats offered locally.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
Education
Certificate of Completion - Service Management
NADA Academy
Virginia2022
Certificate of Completion - Automotive Service Advisor
ASE Certification
Bakersfield, CA2004
Certificate of Completion - Professional Selling Ethics
Atcons Professional Selling Ethics
San Luis Obispo, CA1998
Associate of Arts - Business Management
Macon College
Macon, GA1994
Certificate of Completion - Sales & Customer Relations Training
Dale Carnegie Sales & Customer Relations Course
Macon, GA1994
Skills
- Personal Accountability
- Proficient in Reynolds & Reynolds and ADP Dealership Management Systems
- Service Department Operations Management
- Financial Statement Analysis
- Expense Control & Budgeting
- Pay Plan Development
- Dealership Management
- Technician Productivity & Efficiency Tracking
- Shop Capacity Planning
- Performance Management
- Advanced Selling Techniques
- Avg Repair Order Growth
- Labor Sales Penetration
- Excellent Communication
- Culture & Morale Building
- Team Leadership and Development
- Relationship and Team Building
- Analytical Thinking
- Managing Operations and Efficiency
- Fleet Account Management
- Warranty Submission
- Recruitment and Hiring
Affiliations
Bakersfield UEI College Automotive Advisory Board Member & Graduation Ceremony Key Note Speaker
Youth girls fastpitch Softball Coach Kern County Softball Association
Timeline
Owner/Operator
Georgia Boy BBQ
10.2024 - Current
Service Manager
Haddad Group
02.2023 - 09.2024
Service Manager
Bakersfield Mazda & Mitsubishi
02.2019 - 02.2023
Co Owner/operator
Detail Specialists of Bakersfield
01.2018 - 02.2019
Service Manager
Bakersfield CJ Fiat & Maserati
04.2012 - 12.2018
Service Manager
Lompoc Honda
01.2010 - 04.2012
Certificate of Completion - Service Management
NADA Academy
Certificate of Completion - Automotive Service Advisor
ASE Certification
Certificate of Completion - Professional Selling Ethics
Atcons Professional Selling Ethics
Associate of Arts - Business Management
Macon College
Certificate of Completion - Sales & Customer Relations Training
Dale Carnegie Sales & Customer Relations Course