Summary
Overview
Work History
Education
Skills
Timeline
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Steven Gayton

Bloomington,IL

Summary

Results-driven professional with over a decade of experience in the automotive industry, specializing in leadership, sales, service management, and technical operations. Currently leading a team of 26 assembly technicians at Rivian Automotive and previously managing service operations at Mike Raiser Ford. Adept at improving processes, enhancing customer satisfaction, and leading high-performance teams.

Overview

13
13
years of professional experience

Work History

Team Leader

Rivian
Normal, IL
03.2022 - Current
  • Lead a team of 26 assembly technicians, ensuring timely and efficient assembly of electric vehicles in a high-volume production environment.
  • Streamlined operations and improved team performance by introducing process optimizations, reducing production downtime by 36%.
  • Conducted training sessions and skill development programs for team members, contributing to improved productivity and quality.
  • Acted as a liaison between the assembly team and senior management, ensuring smooth communication and prompt issue resolution.
  • Maintained a focus on safety, achieving 100% adherence to safety protocols, and reducing incidents on the production floor.

Service Manager

Mike Raisor Ford
Lafayette , IN
11.2017 - 03.2022
  • Managed a team of 16 service technicians and customer service staff, overseeing all aspects of service operations at a high-volume dealership.
  • Ensured customer satisfaction by maintaining quality standards for vehicle repairs, conducting regular staff evaluations, and handling escalated customer complaints.
  • Implemented scheduling processes that reduced customer wait times by 50%, while maintaining high service quality.
  • Increased service revenue by 27% by driving upselling of service packages, promoting seasonal maintenance, and enhancing customer loyalty programs.
  • Developed and led training programs for technicians on new repair procedures, technologies, and customer service protocols.

Automotive Service Advisor

Bob Rohrman Auto Group
Burns Harbor, IN
10.2011 - 11.2017
  • Consulted with customers to recommend service solutions and products, increasing department sales by 20%.
  • Utilized CRM tools to track customer interactions, follow up on service recommendations, and ensure timely completion of service appointments.
  • Built and maintained strong relationships with customers, contributing to repeat business and increased customer retention.
  • Provided in-depth product knowledge and service recommendations, increasing the overall average service ticket value.
  • Coordinated with service technicians to ensure the timely and accurate completion of customer repairs and maintenance.

Education

High School Diploma -

Portage High School
Portage, IN
05-2011

Skills

  • Leadership and Team Management
  • Sales Strategy and Customer Relationship Management (CRM)
  • Service Operations and Process Optimization
  • Project Management and Scheduling
  • Staff training, development, and mentorship
  • Strong communication and negotiation
  • Conflict Resolution and Problem-Solving
  • Remote work tools: Zoom, Slack, Google Workspace, and Microsoft Office
  • Client retention and customer satisfaction
  • Data Analysis and Reporting

Timeline

Team Leader

Rivian
03.2022 - Current

Service Manager

Mike Raisor Ford
11.2017 - 03.2022

Automotive Service Advisor

Bob Rohrman Auto Group
10.2011 - 11.2017

High School Diploma -

Portage High School

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Steven Gayton