Steven Marshall
Sherwood,AR
Summary
Results-oriented, strategic sales professional with 26 years in the management for several industries. Service and Parts Director with more than 20 years of experience planning, developing and implementing for automotive industry. Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team. Results-focused professional with strength in communications, customer driven, strategic-initiatives and employee mentoring and coaching. Proactive leader with strengths in communication and collaboration. Proficient in leveraging strategic-thinking individual experienced in turning a low-performing organizations into top revenue producers. and knowledge to promote. Able to promote efficiency and influence positive outcomes.
Overview
31
31
years of professional experience
Work History
Service and Parts Manager
Peltier Kia Longview
Longview, TX
04.2024 - 10.2024
- Coordinated with other departments to ensure that customers receive timely repairs on their vehicles.
- Monitored work performance to ensure compliance with company policies and procedures.
- Provided technical support for technicians when troubleshooting complex mechanical problems.
- Reviewed repair orders for accuracy prior to billing customers for services rendered.
- Negotiated contracts with vendors for parts, supplies, materials and equipment necessary for operations of the service department.
- Ensured that warranties were properly processed according to manufacturer guidelines.
- Conducted regular meetings with staff members to discuss upcoming projects, changes in policy or procedure, and any other pertinent topics related to job performance.
- Maintained relationships with manufacturers and distributors in order to stay informed of new products or services available.
- Researched competitive pricing strategies in order to remain competitive within the market.
- Developed standard operating procedures for all aspects of the service department's daily operations.
- Implemented employee incentive programs designed to motivate staff members towards achieving higher levels of productivity.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Managed customer inquiries and complaints regarding parts availability and pricing.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
Service and Parts Manager
Gorman Mccracken Volkswagenmazda
Longview , TX
11.2022 - 03.2023
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Maintained high service delivery quality and efficiency by monitoring service writer and technician performance.
- Developed and implemented a customer satisfaction survey to measure the quality of service provided by the department.
- Managed and supervised all service department personnel, including hiring and training new employees.
- Managed employee schedules and daily assignments.
- Maintained positive customer service ratings for 6 consecutive months by effectively delivering personable client relations.
- Increased productivity, effectively managing 30 employees and crew while coordinating dispatching activities and daily ordering processes.
- Motivated and supported employees to maintain low turnover.
- Created employee work schedules to keep shifts properly staffed.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Pitched in to complete various duties during peak periods or employee absences.
- Hired and trained service department staff to drive performance.
- Analyzed business performance data and forecasted business results for upper management.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed completed work to verify consistency, quality and conformance.
- Reduced process lags, managing daily parts operations such as fulfilling service requests, generating orders, tracking inventory and maintaining profit margins.
Parts and Service Director
Orr Cadillac
Longview, TX
12.2021 - 10.2022
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Produced thorough, accurate and timely reports of project activities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Service and Parts Manager
Hendershot Chrysler Dodge Jeep
Champaign, IL
05.2019 - 12.2021
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Reduced expense spending, securing low-cost inventory for customers to drive client retention.
- Enhanced sales by implementing merchandising and promotional improvements.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Taught junior employees how to meet operational and sales goals with proactive strategies.
- Established individual parts inventory levels to balance stock for maximum inventory turns.
- Reduced process lags, managing daily parts operations such as fulfilling service requests, generating orders, tracking inventory and maintaining profit margins.
- Maintained high service delivery quality and efficiency by monitoring service writer and technician performance.
- Mitigated financial discrepancies by managing claims processing, damaged goods, backorders, overages and shortages.
- Managed employee schedules and daily assignments.
- Increased productivity, effectively managing 40 employees while coordinating crew dispatching activities and daily ordering processes.
- Maintained positive customer service ratings for 9 consecutive months by effectively delivering personable client relations.
- Researched and identified alternative vendors with better prices to save company $1,200.00 over a month.
Chief Operating Officer
Terrific T's
Sherwood, AR
05.2013 - 05.2019
- Revitalized business plans and realigned company objectives to increase overall profits.
- Transformed departmental operations through aggressive process overhaul and attention to quality.
- Monitored business trend forecasts, adjusting budgets and operational plans to maximize growth and opportunities.
- Led organizational development changes, enabling organization to better respond and adapt to industry and market changes.
- Hired, trained, evaluated and retained high-performing, effective, and diverse team embodying organizational culture.
- Fostered proactive attitude and future-focused thinking among staff in fast-paced environment.
- Led employees to develop high-performing diverse teams and deliver on ambitious goals and objectives.
- Created new sales tools and processes to help staff members improve customer service offerings.
- Administered day-to-day operations, including accounting and budget management, business development, performance metrics and customer service.
- Recruited and hired talented professionals with drive and dynamic skills to build success within organization.
- Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
Service Director
Frank Fletcher Dodge Chrysler Jeep
Sherwood, AR
03.2012 - 05.2013
- Tracked inventory, conducted cycle counts and audits and resolved issues to maintain accurate records.
- Managed vendor relationships to support supply chain and maintain product quality.
- Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
- Performed site evaluations, customer surveys and team audits.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Improved operations by working with team members and customers to find workable solutions.
- Improved customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Earned reputation for good attendance and hard work.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Inspected completed work to assess quality and identify skill or ability issues.
- Coordinated efficient maintenance schedules to keep systems running at peak levels.
- Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
- Established and enforced clear safety policies to protect workers from injury.
- Monitored employee work levels and optimized performance with strategic approaches.
- Maintained optimal supply levels to meet expected demands without overreaching budget targets.
Service Director
North Point Toyota Ashbury Group
Sherwood, AR
05.2008 - 03.2012
- Established measures, outcomes and expectations to help personnel understand and meet service objectives.
- Collaborated with team members to identify and accomplish agency objectives.
- Identified and hired talented individuals bringing valuable skills and great experience to team.
- Adhered to customer service standards to foster satisfaction and retention.
- Defined department objectives and monitored performance to facilitate operations.
- Collaborated with customers to offer solutions to service needs.
- Hired, trained and developed service department staff to drive performance.
- Created and posted employee work schedules to keep shifts properly staffed.
- Motivated, led and supported employees to maintain low turnover.
- Monitored employee performance through effective analysis of key metrics.
- Forecasted department goals and objectives and enforced deadlines to encourage task progression.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Created written estimates and obtained customer consent to proceed.
- Pitched in to complete various duties during peak periods or employee absences.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Established and enforced clear safety policies to protect workers from injury.
- Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
Service Director
Frank Fletcher Dodge Chrysler Jeep
Sherwood, AR
07.1999 - 04.2008
- Established measures, outcomes and expectations to help personnel understand and meet service objectives.
- Adhered to customer service standards to foster satisfaction and retention.
- Defined department objectives and monitored performance to facilitate operations.
- Collaborated with customers to offer solutions to service needs.
- Hired, trained and developed service department staff to drive performance.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Created and posted employee work schedules to keep shifts properly staffed.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Motivated, led and supported employees to maintain low turnover.
- Monitored employee performance through effective analysis of key metrics.
- Forecasted department goals and objectives and enforced deadlines to encourage task progression.
- Researched and provided timely resolution to service discrepancies.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Created written estimates and obtained customer consent to proceed.
- Delivered positive reinforcement and constructive criticism for employee work efforts.
- Managed service department budget and investigated and resolved discrepancies.
- Pitched in to complete various duties during peak periods or employee absences.
- Informed and educated department employees on changes from management.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Troubleshot and performed testing to keep telephone and data lines functioning properly.
- Monitored employee work levels and optimized performance with strategic approaches.
- Coordinated efficient maintenance schedules to keep systems running at peak levels.
- Established and enforced clear safety policies to protect workers from injury.
- Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
- Maintained optimal supply levels to meet expected demands without overreaching budget targets.
- Inspected completed work to assess quality and identify skill or ability issues.
- Mitigated project downtime by effectively managing, scheduling and dispatching technicians for on-site repairs.
Area Manager
Management Cleaning Control, Inc.
Sherwood, AR
02.1996 - 03.1999
- Developed and administered budgets covering inventory, labor hours and overhead expenses.
- Supervised business functions, employee staffing, customer retention and financial accountability for all stores.
- Realigned procedures and daily protocols with changing business demands.
- Evaluated schedules, orders and forecasts to plan operational processes and meet timetables.
- Analyzed production, quality control and maintenance reports to detect and address production problems.
- Boosted team morale and overall revenues by creating and implementing sales contests.
- Coordinated regular preventive and predictive maintenance programs to maintain optimal equipment functionality.
- Authored and updated production reports and personnel records for use by senior managers in making accurate operational decisions.
- Boosted team morale and overall revenue by creating sales contests.
- Oversaw effective use of all department resources to maximize efficiency and achieve production targets.
- Implemented new processes and procedures tactfully and passionately.
- Conferred with technical and administrative staff to devise and implement corrective actions.
- Promoted positive customer service experiences by promptly resolving conflicts.
Team Leader
United States Army
Honolulu, HI
03.1994 - 03.1997
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Delegated daily tasks to team members to optimize team productivity.
- Conducted inspections of equipment before, during and after shifts to immediately resolve issues that could cause project delays.
- Fostered positive employee relationships through effective communication, training and development coaching.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service.
- Served as first responder for medical emergencies, search and rescue and fire suppression.
Security Officer
Safeguard Services Inc.
Honolulu, HI
02.1995 - 02.1996
- Investigated alarms and disturbances to maintain safety.
- Surveilled all areas within facility to identify suspicious behavior.
- Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.
- Operated scanning equipment to keep entrance lines moving efficiently.
- Patrolled and secured industrial and commercial premises to prevent intrusion.
- Circulated among patrons and customers to keep abreast of emergent security situations.
- Responded to emergency situations quickly to minimize risk and injury.
- Oversaw premises to identify security risks to promote employee and visitor safety.
- Enforced security regulations and escorted non-compliant individuals to private areas for processing.
- Investigated suspected incidents of fraud, employee theft and embezzlement and reported findings to law enforcement.
- Operated and maintained x-ray and metal detection devices at building checkpoints.
- Checked credentials and issued passes before allowing access to property.
- Guarded restricted areas to prevent unauthorized entry.
- Searched individuals and baggage for devices, weapons and other prohibited items.
Education
GM Master Certification
Texas2022
FCA Master Certification
Arkansas And Illinois2021
Infantry - US ARMY RANGER COURSE
Ranger School
Fort Benning, GA07.1995
Air Assault School
Schofield Barracks Hawaii1995
Combat Life Saver Medic
Hawaii1995
School of The Infantry
Fort Benning, GA1994
Air Borne School
Fort Benning, GA1994
High School Diploma -
Melbourne Senior High School
Melbourne, FL1992
Skills
- Problem resolution
- Team building
- Invoice generation
- Supervision
- Administrative support
- Insurance billing
- Inventory management
- Planning and coordination
- Team management
- Communications
- Business operations
- Relationship development
- Customer service
- Operational improvement
- Member service and support
- Parts and material ordering
- Product and service familiarity
- Outstanding customer service
- Automotive logistics and procedures knowledge
- Service quality standards
- Client service and assistance
- Product and service troubleshooting
- Parts and tools inspections
- Customer- and service-oriented
- Outstanding customer service skills
- Parts and tools acquisition
- Client service and rapport
- Customer service and retention
- Instituted intensive training programs to improve employees' understanding of corporate products and services
- Profit and loss accountability
- HR understanding
- File and records maintenance
- Standard operation procedures
Timeline
Service and Parts Manager
Peltier Kia Longview
04.2024 - 10.2024
Service and Parts Manager
Gorman Mccracken Volkswagenmazda
11.2022 - 03.2023
Parts and Service Director
Orr Cadillac
12.2021 - 10.2022
Service and Parts Manager
Hendershot Chrysler Dodge Jeep
05.2019 - 12.2021
Chief Operating Officer
Terrific T's
05.2013 - 05.2019
Service Director
Frank Fletcher Dodge Chrysler Jeep
03.2012 - 05.2013
Service Director
North Point Toyota Ashbury Group
05.2008 - 03.2012
Service Director
Frank Fletcher Dodge Chrysler Jeep
07.1999 - 04.2008
Area Manager
Management Cleaning Control, Inc.
02.1996 - 03.1999
Security Officer
Safeguard Services Inc.
02.1995 - 02.1996
Team Leader
United States Army
03.1994 - 03.1997
GM Master Certification
FCA Master Certification
Infantry - US ARMY RANGER COURSE
Ranger School
Air Assault School
Combat Life Saver Medic
School of The Infantry
Air Borne School
High School Diploma -
Melbourne Senior High School
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