Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Robert McGrath

Boca Raton,FL

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Recon leader

Al Hendrickson Toyota
09.2023 - 05.2025
  • Managed recon dept which included shop operations, bodywork and inventory control for a 400 to 500 a month sales dept
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Operations Manager

Off Lease Only
06.2017 - 09.2023
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Managed work flow for over 15 techs
  • Increased profit by streamlining operations.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Developed and maintained relationships with external vendors and suppliers.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Analyzed and reported on key performance metrics to senior management.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Assisted in recruiting, hiring and training of team members.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reported issues to higher management with great detail.
  • Processed over 900 cars thru recon a month to keep up with sales

Vice President - Toyota Master Service Director

Al Hendrickson Toyota
01.1989 - 06.2017
  • Management of Service Advisors, Service Technicians, Warranty Administrators, Cashiers, Receptionists, Auto Valets and Customer Shuttle Drivers. Approximately 60 to 70 employees.
  • Training of all service staff to promote customer satisfaction.
  • Handle customer complaints tactfully, promptly and with concern for the customer.
  • Generate and strive to increase labor sales while controlling expenses.
  • Determine staffing requirements; schedule and direct activities of staff.
  • Strive to maintain above average regional CSI scores (89.5% in 2013).
  • Ensure that proper service techniques are being used.
  • Ensure that all necessary shop equipment is in proper and safe working condition.
  • Hire, train and monitor the performance all service department staff.
  • Schedule and ensure that required ASE certifications of Service Technicians are up to date.
  • Interact with Toyota's T-10 school and assist with transitioning graduates into the outside workforce.
  • Liaison to factory representatives from Japanese Toyota Headquarters, Southeast Toyota and other necessary outside vendors required for daily operations.
  • Assure that all OSHA regulations and protocols for federal, state and local are met, as well as training for staff in the proper execution of safe operations.
  • Assist in developing the service operations budget.
  • Stay up-to-date on product changes, new products and recall issues.
  • Review and assist in determining marketing of Service Department products in the South Florida area.
  • Maintain reports and systems as needed by management.
  • Maintain good working relationship with Parts and Sales departments to deliver optimum customer service.
  • Collaborated with suppliers in development and implementation of improvement plans, promotional strategies, and customer services optimization.
  • Directed fixed operations of 80-member group, driving services excellence, implementation of new programs and attainment of sales objectives in alignment with market trends.

Master Service Manager

Al Hendrickson Toyota
01.2008 - 01.2010
  • Management of over 30 Service Technicians and Dispatch work to staff
  • Maintained staffing schedules to ensure proper coverage.
  • Handled customer complaints and 'road test' cars to determine repairs needed.
  • Ensure that all necessary shop equipment is in proper and safe working condition.
  • Liaison between management, factory representatives, parts and sales departments in regards to implementing any needed policies or changes.
  • Dispatched service tickets to technicians when necessary.
  • Help maintain a high CSI rating
  • Continued Growth of both cp and warranty numbers
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Met with customers to discuss service needs and offer available solutions.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Monitored service staff performance and provided feedback for improvement.
  • Negotiated with vendors to secure best prices for parts and supplies.
  • Analyzed service reports to identify areas of improvement.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Resolved customer complaints in professional and timely manner.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Shop Foreman

Al Hendrickson Toyota
01.2004 - 01.2008
  • Liaison to Management for Service Technicians
  • Ensure that all necessary shop equipment is in proper and safe working condition.
  • Service used cars while maintaining an ASE Master Technician level and attending Toyota Training School in Deerfield Beach and Jacksonville, FL.
  • Helped Maintain clean and safe environment for techs
  • Help service writer explain why repairs were needed and road test cars with customers to get a better understanding of their concerns

Master Technician

Al Hendrickson Toyota
09.1989 - 06.2004
  • Diagnose and service Toyota and Used Cars.
  • Attend necessary Toyota classes in order to excel in diagnosing and repairing all emerging models of the Toyota products.
  • Was always in top 3 in production of shop hours thru out my years as a tech
  • Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
  • Replaced damaged, missing, or defective parts with new and refurbished components.
  • Used specialized tools to detect leaks in gas and refrigerant systems.
  • Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
  • Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
  • Maintained accurate records of time and materials required to perform repairs and service.
  • Performed safety and emissions inspections.
  • Completed customer orders and warranty services according to manufacturer specifications.
  • Analyzed and located malfunctions in brakes, motors, switches, and control systems.
  • Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
  • Tested newly installed equipment to determine proper functionality and compliance with regulations.
  • Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.
  • Repaired and replaced worn and damaged components.
  • Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles.
  • Read and followed technical documentation to complete accurate repairs.

Education

High School Diploma -

Spotswood High School
Spotswood, NJ
06-1980

Skills

  • Regulatory compliance oversight
  • Quality management
  • Skilled in simultaneous task execution
  • Timetable coordination
  • Schedule management
  • Policy administration
  • Quality control
  • Employee training
  • Employee coaching and mentoring
  • Sales strategy
  • Teamwork
  • Cost control
  • Staff management
  • Continuous improvement

Certification

  • ASE Automobile Service Consultant Certification
  • ASE Certification
  • Driver's License

Timeline

Recon leader

Al Hendrickson Toyota
09.2023 - 05.2025

Operations Manager

Off Lease Only
06.2017 - 09.2023

Master Service Manager

Al Hendrickson Toyota
01.2008 - 01.2010

Shop Foreman

Al Hendrickson Toyota
01.2004 - 01.2008

Master Technician

Al Hendrickson Toyota
09.1989 - 06.2004

Vice President - Toyota Master Service Director

Al Hendrickson Toyota
01.1989 - 06.2017

High School Diploma -

Spotswood High School

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