Robert Gaudio
NJ - Hillsdale,NJ
Summary
Experienced service manager with over a decade in the automotive industry, specializing in staff mentoring, workflow optimization, and communication. Proven track record in enhancing customer retention and operational efficiency. Skilled in maintaining high-quality service repairs and minimizing comebacks. Strong team player with expertise in coaching and task delegation.
Overview
27
27
years of professional experience
Work History
Service Manager
Sansone Auto
Avenel, New Jersey
04.2018 - Current
- Direct the daily operations of a high-volume Hyundai dealership service department, including technicians, service advisors, support staff, scheduling, and workflow.
- Manage shop loading, technician assignments, appointment capacity, and repair timelines to maximize efficiency and ensure vehicles are completed as promised.
- Recruit, train, coach, and evaluate service personnel while promoting teamwork, accountability, professionalism, and continuous development.
- Established departmental goals for sales, gross profit, productivity, customer retention, and expense control, monitoring performance against monthly and annual forecasts.
- Review repair orders, labor sales, effective labor rate, hours per repair order, technician productivity, warranty activity, and other key performance indicators.
- Maintained high customer satisfaction by addressing escalated concerns, communicating repair status, reviewing charges, and resolving service-related issues.
- Ensure accurate repair documentation, estimates, billing, warranty submissions, and authorization of repairs in accordance with dealership and manufacturer requirements.
- Oversee Hyundai warranty procedures, recalls, service campaigns, technical bulletins, special tools, and required manufacturer training.
- Collaborate with the parts department to maintain parts availability, reduce repair delays, control inventory-related costs, and improve first-time repair completion.
- Partner with sales and management teams to coordinate pre-delivery inspections, used-vehicle reconditioning, internal repairs, and dealership-wide customer-service objectives.
- Maintain compliance with OSHA, environmental, hazardous materials, workplace safety, and dealership policies.
- Manage vendor relationships and oversee the maintenance, cleanliness, security, and safe operation of service facilities, tools, and equipment.
- Prepared and presented performance reports, forecasts, action plans, and operational updates to senior dealership management to inform strategic decisions.
Service Manager
Route 4 Auto Group
Paramus , NJ
09.2014 - 03.2018
- Managed operations of service department to ensure efficient workflows and high customer satisfaction.
- Oversaw scheduling of service appointments, optimizing technician availability for peak efficiency.
- Resolved customer complaints through active listening and effective solutions, enhancing satisfaction ratings.
- Trained and mentored staff on best practices, improving overall performance and service standards.
- Implemented training programs for new employees to ensure consistent delivery of services.
- Cultivated relationships with customers, vendors, and suppliers to strengthen service delivery.
- Evaluated service processes regularly to pinpoint areas for improvement.
- Maintained compliance with company policies and industry regulations throughout operations.
Auto Center Manager
Sears
Paramus, New Jersey
07.2009 - 09.2014
- Developed service appointment schedules, optimizing technician productivity and enhancing workflow.
- Resolved customer inquiries and complaints promptly to ensure satisfaction and loyalty.
- Conducted regular equipment inspections, maintaining functionality and adherence to safety standards.
- Collaborated with corporate teams to align operational goals with strategic initiatives.
- Facilitated weekly staff meetings to discuss project updates and address job-related concerns.
- Analyzed financial data to formulate strategies aimed at increasing profits.
- Established vendor relationships, securing competitive pricing on essential materials to reduce overhead costs.
- Created monthly performance reports to analyze sales figures, labor costs, and profit margins for strategic decision-making.
Roadshop Manager
Circut City
West Nyack, New York
06.1999 - 03.2009
- Supervised daily store operations to maintain high customer service standards.
- Managed inventory levels and ordered stock to maximize product availability.
- Provided leadership support during peak hours, motivating staff to meet targets.
- Monitored sales activities, ensuring quality goods and satisfactory service for customers.
- Delegated assignments based on team strengths to optimize coverage and service.
- Created promotional campaigns that increased brand awareness and attracted customers.
- Analyzed sales data to identify trends, adjusting strategies to improve performance.
- Conducted walk-throughs to identify and address issues impacting store appearance.
Education
Associate of Applied Science - Accounting And Business Administration
Westchester Community College
Valhalla, NY06-1999
Skills
- Warranty procedures
- Shop management
- Order management
- Data analysis
- Customer satisfaction
- Customer loyalty initiatives
- Performance evaluation
- Staff mentoring and coaching
- Team building
- Problem solving
- Talent acquisition
- Communication skills
Timeline
Service Manager
Sansone Auto
04.2018 - Current
Service Manager
Route 4 Auto Group
09.2014 - 03.2018
Auto Center Manager
Sears
07.2009 - 09.2014
Roadshop Manager
Circut City
06.1999 - 03.2009
Associate of Applied Science - Accounting And Business Administration
Westchester Community College