Wallace Cucinello
Wasilla
Summary
Dedicated experienced Service Manager with over 25 plus years of Fixed Operations knowledge. Looking to work for an organization that is in need of growth, leadership and profitability.
Overview
18
18
years of professional experience
Work History
Service Manager
Swickard GMC of Palmer
08.2023 - 02.2025
- Demonstrating a high 'HQ' (Hospitality Quotient) consisting of kindness & optimism, intellectual curiosity, work ethic, empathy, self-awareness, and integrity
- Assist all subordinate service and sales personnel in all phases of their job descriptions
- Properly document employee behavior that may result in punitive job actions such as termination
- Report to management any circumstances that compromise the integrity of the dealership
- Work with the parts department to ensure proper stocking of high-use parts
- Collect accounts receivable for service work
- Obtain competitive bids on all tools, equipment, sublet repairs, supplies, etc
- Ensure that service department employees follow safety policies and practices and that they report all accidents immediately
- Ensure that all required technical publications, periodicals, bulletins, etc
- Are obtained, kept up-to-date, and properly maintained
- Quality check completed jobs
- Ensure that all the necessary shop equipment is in proper working condition
- Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly
- Ensure proper service sales techniques are being used
- Meet with fixed operations director and general manager at least once a month to review current service department performance, set future performance objectives, promotional activities, or any other matters
- Communicate with customers before issues arise and get involved in escalated customer issues
- Maintain accurate records and ensure warranty parts retention as outlined, following all manufacturer requirements as outlined in manufacturer and company policy and procedures manuals
- Serve as liaison with factory representatives in the absence of fixed operations or service director
- Establish and maintain a good working relationship with customers to encourage repeat referral business
- Monitor staffing levels, compensation levels, and department turnover
- Assure proper repair order flow to satisfy warranty/dealership/business office requirements
- Maintain reporting systems required by the general manager, company, and manufacturer
- Establish and maintain a good working relationship with vocational and technical schools to enhance recruitment activities
- Hire, train, motivate, counsel, and monitor the performance of all service department staff
- Understand and comply with federal, state, and local regulations that affect service and parts operations, such as hazardous waste disposal, OSHA right-to-know act, etc
- Assist in the development of annual service budget for use in connection with annual sales forecast
- Maintain customer satisfaction index rating above that of manufacturer or dealership average
Commercial Business Manager (service)
FORD
12.2020 - 12.2021
- Interact directly with a group of thirty-two Ford Commercial Vehicle Center Dealers in the Phoenix/Denver/Salt Lake/Boise regions
- Ensure that Dealer Principles and Management understand the expectations set by Ford Motor Company, and the requirements set forth in Commercial Vehicle Dealership Agreements
- Provide critical support and 'subject matter expertise' to dealership personnel in key areas
- Be viewed as a valued partner focusing on increasing Fixed Operations Gross Profits
- Create and assist Dealership Fixed Operations Managers with the implementation of marketing plans that focus on expanding service capacity, as well as generating additional parts sales
- Introducing and educating Parts Managers and outside sales personnel, to both the Ford Fleet National Parts Pricing Program, and the National Fleet Parts Pricing Program
- Educating them on how these plans are designed to increase parts sales by providing specialized pricing to commercial and fleet accounts
- Presenting to Dealership Principles business cases showing evidence that offering these programs in conjunction with the establishment of Mobile Service capabilities increases their dealerships competitive edge
- Introducing dealerships to the idea that a separate 'off site' facility catering to the needs of commercial and fleet clientele would diversely affect dealership profitability
- Develop and implement 'action plans', that provide for clear avenues to continued growth of commercial and fleet parts and service sales, focusing on the following: robust service process providing 'best in class' service during Dealership visits, maximizing vehicle uptime, and excellent service follow-up procedures
- Conduct quarterly meeting to review key metrics, with the focus on areas that need improvement
- Illustrate the advantages of expanding service and parts operating hours to capture more market share furthering organizational goals
- Provide direct support with the following: down vehicle reporting, back ordered parts support, service up fit support, product quality and durability identification, technician training, along with identifying new and emerging concerns
Service Director
MEDVED CHEVROLET BUICK GMC
02.2019 - 10.2020
- Service Director of a multiline General Motors dealership consisting of Chevrolet, Buick and GMC product lines
- Supervise a team consisting of: One assistant service manager, two service consultants, one warranty administrator, six service technicians, three technician apprentices, five express lube technicians, and two service valets
- Oversee and set forecasting goals and directives monthly, to align with organizational objectives
- Hired, trained, and counseled the performance of all service staff
- Maintained accurate reporting systems required by General Motors and dealer principle
- Developed and implemented marketing strategies focusing on promoting new and repeat business
- Understands, keeps abreast of, and maintains shop compliancy with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc
- Understands and ensures compliance with manufacturer warranty and policy procedures
- Monitoring of technicians' daily productivity reports and corresponding payroll records
- Ensure high-quality service repairs, that uphold the requirements set by General Motors to avoid unnecessary shop comebacks
- Establish fair pricing guides and maintenance menus for frequent labor operations, to stay competitive in the market area
- Addressed the handling of all customer concerns, complaints and issues that arose during a vehicle repair
- Consistently achieved above zone CSI scores
Customer Service Manager
ALASKA SALES & SERVICE
10.2008 - 02.2019
- Ensure the daily operations of a multiline General Motors dealership service department, consisting of both Buick and GMC product lines
- In charge of three service consultants, one warranty administrator, two service porters, and seven service technicians
- Duties included meeting and greeting customers, addressing any customer inquiries or concerns about vehicle repair, and maintaining shop competency levels to meet all training requirements
- Oversee the processing of all warranty claims to insure they are meet or exceed manufacture and dealership standards
- Assist warranty administrator in claim submission to eliminate the possibility of rejected claims prolonging payment to dealership
- Oversee all remote warranty repairs for out of area customers, including claim preparation, vehicle repair, mailing of needed parts to local repair facility, and customer reimbursement
- Service as a liaison between Fixed Operations and Sales Departments ensuring the continued prosperity of the organization
- Maintained above average CSI scores at dealer and regional levels
Service Manager
FORD
10.2006 - 10.2008
- Duties included scheduling all repair work into shop, meeting and greeting customers, generating repairs orders for needed repairs
- Process and file all warranty claims for each product line, securing all financial arrangements with customer on needed repairs, upselling of additional recommend repair work
- Assisted in warranty repairs for out of area customers, including claim preparation and customer reimbursement
- Train and provide necessary support for new employees
- Manage work flow in shop to ensure deadline are met
- Consistently achieved above average CSI scores at dealer and regional levels
Education
Business Administration And Management
FLORIDA STATE UNIVERSITY
Albrook Air Force Station Republic Of PanamaSkills
- Certified Cadillac Service Manager
- Certified GMC Service Manager
- Master Certified Ford Service Manager
- Master Certified Ford Commercial Business Manager
- District Service Manager General Motors
- Warranty Administration General Motors
- Parts and Service Director General Motors
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
One of 300 Soldiers awarded the US Army Soliders Medal for Valor & Bravey
Awarded August, 1991 In the Republic of Panama. While swimming in the Pacific Ocean at San Carlos beach. Observed a rescue swimmer out to assist 3 people clinging to an inner tube while being pulled away by the riptide. I swam out to sea unassisted by rescue skills or swim fins, to perform the rescue of the physically exhausted and frightened non swimmers, and the now exhausted rescue swimmer. I had to pull the rescue swimmer approx. 200 yards past the force of the riptide and through turbulent surf line to safety of the shore.
Timeline
Service Manager
Swickard GMC of Palmer
08.2023 - 02.2025
Commercial Business Manager (service)
FORD
12.2020 - 12.2021
Service Director
MEDVED CHEVROLET BUICK GMC
02.2019 - 10.2020
Customer Service Manager
ALASKA SALES & SERVICE
10.2008 - 02.2019
Service Manager
FORD
10.2006 - 10.2008
Business Administration And Management
FLORIDA STATE UNIVERSITY
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