SCOTT J. ALBERT
Montgomery
Summary
Experienced professional in fixed operations management, specializing in customer retention and process enhancement. Demonstrated success in developing and tracking KPIs, leading to improved vehicle uptime and sales growth. Strong analytical skills combined with effective team mentorship to foster operational efficiency.
Overview
27
27
years of professional experience
Work History
Fixed Operations Manager, Western Region
Isuzu Commercial Trucks of America
01.2015 - Current
- Manage and consult with dealership personnel to promote Lifecycle Business operations
- Mentor five District Service and Parts Managers to incorporate Lifecycle Business practices promoting customer retention through aftersales operations
- Implement Lifecycle Business Model, promoting customer retention and vehicle uptime within dealers through the activity of on-site Dealer Market Reviews
- Perform on-site analysis of Fixed Operations to develop, implement and track fixed operations KPI’s with the goal of increasing customer retention, vehicle uptime, labor sales, part (wholesale and retail) sales and product awareness
- Develop and implement fixed operations marketing strategies to increase regional, district and target market sales
- Traveled within region to identify opportunities, developed related programs, and collaborated with regional team and dealership personnel for implementation
- Consulted with dealership executive management monthly to ensure alignment with objectives.
- Reviewed dealership parts spend and investigated category trends and opportunities, collaborating with regional team and dealership personnel to identify specific insights
- Perform dealership on-site training to bring product awareness to service, parts, warranty and lifecycle operations
- Provided second level review and approval for complex, high cost warranty claims
- Review and approve co-op marketing funds submitted by dealership through District Service and Parts Manager
- Assisted with the achievement of a 95% CSI within Western Region
- Managed personnel changes to include providing performance improvement plans/letters, hiring and mentoring new hires
- Region consists of five Service and Parts Districts covering 23 states and 108 dealers
District Service and Parts Manager
Isuzu Commercial Trucks of America
01.2014 - 01.2015
- Managed and collaborated with dealership personnel to enhance service and parts operations
- Managed a district of 21 dealers in Illinois, Minnesota, and Wisconsin.
- Consulted with and held dealerships accountable for CSI, warranty spend, parts spend, training, tooling and marketing according to Isuzu dealer standards
- Achieved 91% district CSI
- Achieved 95% of dealership personnel trained in 2015, 10% above regional obtainment
- Conducted special tool audits to keep dealerships 100% compliant
- Consulted with and held dealership accountable according to service and parts policies and procedures
- Executed service and parts sales blitzes with dealership personnel to drive Isuzu product awareness and boost labor and parts sales
- Engaged dealership personnel to bring awareness to product and marketing programs
- Consulted with customers and dealerships on warranty and goodwill policy claims to ensure compliance and resolution
- Acted as voice of customer for both customer and dealership to bring closure to customer relation cases
Service Manager, Northern Illinois Mack/Mitsubishi
CIT Group, Inc
01.2013 - 12.2013
- Led a team of 17 mechanics, 2 foremen and 2 service writers within service department
- Managed employees including hiring, terminating, training, scheduling, dispatching and advancing
- Managed training initiative to achieve Mack’s standard of 100% from 0%
- Oversaw mechanic productivity and efficiency to consistently exceed individual goals
- Developed processes to improve efficiency of work through the service department
- Managed warranty operations with vehicle and engine OEMs
- Managed vendors to procure material, tooling and services with goal to streamline costs
- Increased safety compliance to 96% per OSHA standard through weekly audits
- Held monthly service meetings to ensure our employees are kept abreast of safety, company and OEM information
- Maintained excellent CSI; achieving 96% score
- Managed customer accounts and relationships by resolving problems, issues and concerns
- Assisted Parts Manager with stocking requirements to better serve our customers
Parts Product Support Manager
Navistar, Inc.
01.2011 - 12.2012
- Acted as the primary interface between the Parts Business Center and the Product Development Organization
- Managed strategy achieving 100% PDC stocking rate and optimal inventory levels for new service parts at program launch
- Monitored and communicated product development program direction and timing, ensuring successful product launches within service parts business center
- On average, managed eight development programs within bus, medium duty and specialty vehicle product lines
- Utilized software tools to analyze data and provide business recommendations to adequately support customer needs
- Managed vendors to set-up aftermarket service parts to meet customers’ expectations
- Led meetings with dealer principles to gather VOC, enhancing customer satisfaction with parts serviceability
- Assisted Parts Set-up Specialists with 2nd tier technical part customer inquiries
- Led a team of four Parts Product Support Managers on a continuous improvement project to develop departmental processes and standardized work procedures to ensure required output was achieved
Senior Corporate Compliance Auditor
Navistar, Inc.
01.2008 - 12.2011
- Conducted operational and compliance audits of Navistar owned operations and joint ventures, including dealerships, manufacturing plants, PDCs, and regional offices, to ensure adherence to policies and regulations
- Created environmental, health and safety audit program to ensure facilities were operating within policies and regulations
- Coordinated with facility management to schedule initial and follow-up on-site visits, enhancing communication and audit efficiency
- Educated facilities on compliance with company policy, federal, state, and local regulations, promoting adherence to best business practices across domestic and international operations
- Generated audit reports to reflect area violations and tracked audit reports to closure
- Performed follow-up audits to ensure area violations were properly addressed
- Developed and improved departmental processes to standardize work and ensure proper workflow was achieved
Engineering Operations Team Leader
Navistar, Inc.
01.2007 - 12.2008
- Led a team of 30 union mechanics supporting on prototype engine builds, rebuilds, tear-downs, vehicles, and test cell support
- Managed to support 37 programs on 3 platforms annually; Vee, Inline, Big Bore
- Increased utilization rate of mechanics by 75%
- Achieved 75% model status in lab by implementing daily organization process
- Optimized lab operations and daily priorities by interacting with program managers and engineering team leaders
- Created training and mentoring plan enabling mechanics to become 100% cross trained across all engine platforms
- Enhanced communication processes to foster teamwork and streamline operations
- Performed monthly safety audits decreasing EPA/Safety violations by 50%
Engineering Operations Prototype Build Leader
Navistar, Inc.
01.2005 - 12.2007
- Interfaced with engineering, purchasing, program management, and suppliers to develop prototype engines costing up to $300,000 each for lab, vehicle, and customer testing
- Coordinated mechanics, inspectors, and material handlers to schedule, stage, monitor, and execute prototype engine builds, rebuilds, and tear-downs efficiently
- Communicated build issues to design engineers and build team regarding part shortages and material rework to address challenges promptly
- Facilitated pre-build material inspection and documentation between development engineers and inspection department to ensure compliance and readiness
- Enabled effective maintenance by addressing failures and coordinating retrofits in off-site field test units, enhancing performance.
- Developed and maintained BOM for the I6 platform
Endurance/Mechanical Development Technician
Navistar, Inc.
01.2001 - 12.2005
- Monitored and analyzed engine data on production and prototype engines to identify performance trends
- Troubleshot and diagnosed engine and test cell issues to ensure optimal operational functionality
- Reported and tracked engine component failures, contributing to improved reliability and performance insights
- Utilized oscilloscopes, wiring diagrams, and voltmeters to perform diagnostics on engine systems.
- Collaborated with responsible engineer to set-up test and calibration parameters
Service Advisor
Schaumburg Honda Automobiles
01.1999 - 12.2001
- Managed service activities, aligning with sales goals to drive revenue growth
- Managed customer relationships, effectively resolving problems and concerns to improve satisfaction
- Evaluated customer feedback, implementing changes to enhance service experience
- Ensure long-term business growth with clientele in accordance with philosophies, policies and procedures
Education
Bachelor of Science - Automotive Technology
Southern Illinois University
Carbondale, IL05-1999
Skills
- Process Improvement
- Six Sigma Green Belt
- Safety Management
- Inventory Control
- Data Analytics
- Statistical Analysis
- SAP
- Oracle
- Microsoft Office
- Collaboration Tools
- Human Resources Management
- Visual Management
Timeline
Fixed Operations Manager, Western Region
Isuzu Commercial Trucks of America
01.2015 - Current
District Service and Parts Manager
Isuzu Commercial Trucks of America
01.2014 - 01.2015
Service Manager, Northern Illinois Mack/Mitsubishi
CIT Group, Inc
01.2013 - 12.2013
Parts Product Support Manager
Navistar, Inc.
01.2011 - 12.2012
Senior Corporate Compliance Auditor
Navistar, Inc.
01.2008 - 12.2011
Engineering Operations Team Leader
Navistar, Inc.
01.2007 - 12.2008
Engineering Operations Prototype Build Leader
Navistar, Inc.
01.2005 - 12.2007
Endurance/Mechanical Development Technician
Navistar, Inc.
01.2001 - 12.2005
Service Advisor
Schaumburg Honda Automobiles
01.1999 - 12.2001
Bachelor of Science - Automotive Technology
Southern Illinois University