Robert Schiller
Pasadena,MD
Summary
Automotive Service Manager with 13 years of experience in the automotive industry, specializing in customer service and needs assessment. Proven ability to identify solutions and foster teamwork, consistently achieving high customer satisfaction and sales targets. Recognized as a top performer with a strong track record of exceeding objectives.
Overview
13
13
years of professional experience
Work History
Porsche Service Advisor & Brand Ambassador
Porsche Annapolis
Annapolis, MD
09.2023 - Current
- Coordinated service appointments and managed customer communications effectively.
- Assisted customers with vehicle inquiries and service scheduling.
- Explained service recommendations and provided detailed estimates to clients.
- Collaborated with technicians to ensure timely vehicle repairs and maintenance.
- Maintained accurate records of customer interactions and service history.
- Addressed customer concerns and resolved issues promptly to enhance satisfaction.
- Promptly responded to customer inquiries via phone, email or in person.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Resolved customer complaints in an efficient and courteous manner.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Prepared invoices for services rendered and collected payments from customers.
- Greeted customers and addressed their needs in a professional manner.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Maintained records of customer interactions and transactions.
- Participated in ongoing training activities related to automotive technology advancements.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Compiled reports detailing sales volumes, product performance metrics, customer satisfaction ratings.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Averaged 5.5+ hours and $2,450+ in customer pay sales per repair order.
- Averaged $245,000+ in total sales per month.
- Maintained a customer satisfaction index score of 97.9/100.
- Maintained an up-to-date knowledge base on current industry developments.
- Collaborated closely with several outside vendors, such as collision centers, wheel repair technicians, insurance companies, and dent repair technicians.
- Attended various training events for new vehicle releases and brand ambassador training.
Assistant Service Manager/Service Lane Manager
Ourisman Volkswagen of Laurel
Laurel, MD
10.2017 - 08.2023
- Managed scheduling and assignment of incoming work orders for four Service Writers.
- Trained subordinate Service Writers on shop procedures and software programs.
- Achieved customer satisfaction index score of 4.6 out of 5.0 stars.
- Maximized shop efficiency through X-Time Automotive Platform software.
- Prepared thorough repair orders using Reynolds & Reynolds Auto Repair Software.
- Averaged $137,000+ in total monthly sales and $675.00+ per repair order.
- Coordinated with dealership departments to enhance customer satisfaction and service quality.
- Conducted monthly safety inspections, ensuring compliance with OSHA standards.
Service Advisor
Walt Eger’s Service Center
Severn, MD
10.2016 - 04.2017
- Executed initial assessments of customer vehicle issues and generated repair orders and estimates.
- Prepared and delivered accurate cost estimates for repairs and maintenance services.
- Updated customers regularly on vehicle status to ensure transparency.
- Analyzed work orders and issued invoices utilizing YES Prime Auto Repair Software.
- Conducted safety inspections of shop facilities to ensure compliance with OSHA standards.
- Scheduled maintenance and repairs through shop facility assessments and inspections.
- Coordinated shuttle services or loaner vehicles for customer convenience.
- Road tested vehicles to guarantee quality assurance and enhance customer satisfaction.
Service Manager
Patriot Auto Services
Edgewater, MD
11.2014 - 10.2016
- Executed vehicle diagnostics to identify essential repair parts.
- Analyzed work orders and generated invoices via All Data Shop Management.
- Coordinated tow truck dispatch for emergency responses, including Anne Arundel County Police.
- Built management trust through responsible keyholding and efficient shop operations.
- Facilitated customer interactions for scheduling maintenance and providing status updates.
- Managed 1-acre complex with 5,000 square foot facility, overseeing repairs and maintenance.
- Maintained inventory of high-demand parts to ensure repair availability.
- Oversaw HAZMAT storage and disposal, ensuring compliance with safety regulations.
Service Writer/Shop Assistant
Quality Care Automotive
Annapolis, MD
07.2014 - 11.2014
- Provided estimates and repair orders to customers
- Assisted service department with intake and delivery of customer's cars
- Assisted shop mechanics as necessary to optimize shop output
- Responsible for shop HAZMAT Storage and disposal compliance
- Completed minor vehicle service and repairs (oil changes, tire rotations, transmission services, brake system services, etc.)
- Ensured shop environment was clean & organized
Lot Attendant/Service Porter
Brown’s Toyota of Glen Burnie
Glen Burnie, MD
04.2014 - 07.2014
- Prepared vehicles for customer deliveries, ensuring quality and presentation standards.
- Maintained organization of new car lot and showroom, securing incoming vehicles and supporting sales team.
- Assisted service department with vehicle intake and delivery processes.
- Cleaned and detailed cars for staging and delivery on the lot.
- Verified vehicle inventory on sales lot to ensure accuracy and availability.
Automotive Parts Specialist/Customer Service Representative
Autozone
Pasadena, MD
09.2012 - 12.2013
- Delivered exceptional service by supplying auto parts and accessories to customers.
- Answered customer inquiries via telephone, resolving issues related to parts and inventory.
- Discussed product offerings to inform and assist customers effectively.
- Shipped and received parts, managed stocking, and updated store displays and inventory.
- Installed minor replacement parts including light bulbs, wiper blades, and batteries.
- Conducted OBD II readings and diagnostics to address customer vehicle needs.
- Greeted customers upon entry to determine specific requirements and preferences.
Education
Certificate of completion: Service Advisor Training Course -
Automotive Training Institute
Linthicum Heights, MD01.2017
High School Diploma -
Broadneck High School
Annapolis, MD06.2012
Skills
- Strong client relations
- Goal-oriented
- Exceptional communication skills
- Positive and friendly
- Strategic sales knowledge
- Excellent planning and scheduling skills
- Strong interpersonal skills
- Strong Inspection and Quality Control skills
- Exceptional time management skills
- Attention to detail
- Extensive automotive knowledge
- Computer Proficient
Timeline
Porsche Service Advisor & Brand Ambassador
Porsche Annapolis
09.2023 - Current
Assistant Service Manager/Service Lane Manager
Ourisman Volkswagen of Laurel
10.2017 - 08.2023
Service Advisor
Walt Eger’s Service Center
10.2016 - 04.2017
Service Manager
Patriot Auto Services
11.2014 - 10.2016
Service Writer/Shop Assistant
Quality Care Automotive
07.2014 - 11.2014
Lot Attendant/Service Porter
Brown’s Toyota of Glen Burnie
04.2014 - 07.2014
Automotive Parts Specialist/Customer Service Representative
Autozone
09.2012 - 12.2013
Certificate of completion: Service Advisor Training Course -
Automotive Training Institute
High School Diploma -
Broadneck High School