William S Asaro
Temecula,CA
Summary
Strategic service director with 31+ years in fixed operations, leading 150 employees across nine departments to improve gross profit by 57%. Manage budgets exceeding $14.8M while driving warranty cost control and service quality. Raise customer satisfaction to 95% and maintain warranty errors below 1% through compliant, efficient service teams.
Overview
1
1
Certification
33
33
years of professional experience
Work History
Avionics Technician
Department of Navy
04.2026 - Current
- Performed flight critical repairs to Navy & Marine aircraft per repair instructions, ensuring operational readiness
- Oversaw maintenance activities to uphold safety and performance standards. and repairs in accordance to Naval requirements
- Troubleshot navigation, communication, and flight control equipment using technical manuals.
Service Manager / Service Director
Penske Automotive Group
05.2016 - 04.2026
- - Helped lead company acquisition and lifted gross profit 57% over 16 months.
- - Supported BMW and MINI fixed operations across both franchises, managing personnel, service performance, profitability, customer retention, workflow, and brand-specific manufacturer requirements.
- - Managed daily operations for Penske Automotive Group service department.
- - Directed service advisors, technicians, and dispatch workflow.
- - Addressed and resolved customer concerns with service department staff to enhance satisfaction. with service department staff.
- - Scheduled shop capacity around retail and internal repairs.
- - Trained advisors on dealership service standards and processes.
- - Worked with the parts department to support repair timelines.
- - Resolved customer complaints quickly and professionally.
- - Built and maintained customer, vendor, and supplier relationships.
- - Improved customer satisfaction ratings by listening to complaints and identifying solutions.
- - Led service staff to support customer satisfaction and company policy compliance.
- - Reviewed inventory levels and ordered supplies to keep products available.
- - Prioritized and assigned daily tasks to meet project goals.
- - Held regular team meetings to discuss customer feedback, process improvements, and operational goals.
- - Motivated and supported employees to maintain low turnover.
- - Hired and trained service department staff to improve performance.
- - Managed parts inventory needed to support customer service needs.
- - Created employee schedules to keep shifts properly staffed.
- - Set clear benchmarks to support team productivity and quality goals.
- - Implemented QA processes to reduce repair errors and improve fixed right the first time, with Shop Foreman.
- - Created monthly program specials and budgeting for Senior Management.
- - Maintained accurate records for service requests, resolution times, and costs.
- - Followed customer service standards to support satisfaction and retention.
- - Kept customer satisfaction at 95% for brand.
- - Ranked among top 2 dealers in employee satisfaction for western region.
- - Directed 9 departments with 150 employees.
- - Monitored KPI performance data and key metrics to improve production flow and cycle time.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Coordinated with the warranty department to process claims and provide customer support.
- - Implemented cost-saving initiatives, achieving a 20% reduction in expenses year-over-year.
- - Maintained customer retention at 45% overall.
- - Led training programs and kept staff in top 10 of 350 dealers in training.
- - Maintained strong partnerships with the OEM; BMW North America, BMW Germany, MINI USA, and vendors.
- - Developed business programs to attract 100 new clients monthly.
- - Managed departmental budget of 14.8 million in sales, balancing labor, parts, and equipment costs to enhance gross profit margins.
- - Established and monitored end-to-end audit processes for OEM warranties, maintaining a flawless accuracy standard with sustained error rate below 1%.
Service Advisor
Mercedes-Benz of Temecula
10.2014 - 04.2016
- Coordinated client business to achieve average personal sales of $2.8 million yearly gross
- Implemented processes that secured personal sales ranking in top 99% nationwide
Service Advisor
Mercedes-Benz of San Diego
07.2010 - 10.2014
- Followed up with clientele, achieving customer satisfaction rating of 95%, exceeding national average.
- Advised Mercedes-Benz service customers on maintenance and repair needs.
- Prepared repair orders and documented vehicle concerns accurately.
- Coordinated technician updates with service lane and shop team.
Director of Operations / Fixed Operations Director
Saturn of Kearny Mesa, West 78, Escondido, National City and Temecula
01.1994 - 07.2010
- Bolstered gross sales from $360,000 to $2,000,000 through strategic initiatives
- Analyzed personnel and fixed expenses, increasing retention rates from 35% to over 70%
- Spearheaded customer service retention programs, achieving 67% customer retention
- Managed 6 Dealerships with Staffing of 131 Personnel
- Maintained Customer Service Satisfaction of 100% for over 2 years
- Managed Parts Inventory of $200,000
- Successfully promoted New Product Launch for General Motors Platforms
Skills
- Microsoft Excel and Word
- Typing speed 93 WPM
- PowerPoint presentations
- ADP and CDK systems
- Power BI analytics
- Microsoft Office Suite proficiency
- Outlook email management
- Data entry accuracy
- Windows operating systems
- Adobe software skills
- X-Time scheduling
- Dealer Central operations
- Reynolds and Reynolds expertise
- Technician manuals knowledge
- Govee technology familiarity
- Inventory management strategies
- Technician Manuals
- Govee
- Inventory Management
Certification
- First Aid & CPR
- AED Certified
- TMSI Certified Service Director
- TMSI Certified Warranty Administrator
- Ranked Top 4 Service Managers BMW North America
- NADA Certification
- General Motors Quality Control Task Force
- Ranked 117 Mercedes Sales Laureates
Timeline
Avionics Technician
Department of Navy
04.2026 - Current
Service Manager / Service Director
Penske Automotive Group
05.2016 - 04.2026
Service Advisor
Mercedes-Benz of Temecula
10.2014 - 04.2016
Service Advisor
Mercedes-Benz of San Diego
07.2010 - 10.2014
Director of Operations / Fixed Operations Director
Saturn of Kearny Mesa, West 78, Escondido, National City and Temecula
01.1994 - 07.2010