Robert McGucken
Sarasota
Summary
Proactive and meticulous Service Manager with over 25 years of experience in automotive service industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
21
21
years of professional experience
Work History
Auto Dealership Service Manager
Encore Motors of Sarasota
05.2013 - Current
- Led service team to enhance customer satisfaction and loyalty through consistent quality improvements.
- Streamlined service operations by implementing efficient workflow processes, reducing service time and increasing productivity.
- Analyzed service performance metrics to identify areas for improvement, driving strategic initiatives that increased operational efficiency.
- Trained and mentored staff on best practices in customer engagement and automotive service standards.
- Established strong vendor relationships to optimize parts procurement, improving turnaround times for repairs and services.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
Assistant Service Manager at Auto Dealership
Palm Toyota of Punta Gorda
09.2004 - 10.2012
- Led service team to enhance customer satisfaction and operational efficiency.
- Implemented process improvements that reduced service response times significantly.
- Mentored junior staff, fostering skill development and teamwork within the department.
- Analyzed service performance metrics to identify trends and drive strategic initiatives.
Education
High School Diploma -
Sarasota High
Sarasota, FLSkills
- Positive attitude
- Customer service
- Critical thinking
- Problem-solving
- Multitasking and organization
- Team leadership
- Conflict resolution
- Goal oriented
- Workflow management
- Quality assurance
- Employee supervision
- Service scheduling
- Operational efficiency
- Estimating and quoting
- Technical troubleshooting
- Goal setting
- Quality control
- Mechanical diagnostics
- Analytical thinking
- Customer satisfaction measurement
- Service order flow
- Data management
- Upselling
- Task delegation
- Sales support
- Expert in Claims processing and Warranty Administration
- Proficient in All data, Mitchel Pro Demand, Identifix, and Auto mate shop
Timeline
Auto Dealership Service Manager
Encore Motors of Sarasota
05.2013 - Current
Assistant Service Manager at Auto Dealership
Palm Toyota of Punta Gorda
09.2004 - 10.2012
High School Diploma -
Sarasota High