Adam Macie
Folsom
Summary
Proven Service Director with expertise in driving process improvements and enhancing operational efficiency. Committed to employee development and strategic planning, consistently achieving increased service metrics and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Service Director
Euro Motorcars Devon
Devon, PA
08.2019 - Current
- Implemented process improvements, enhancing efficiency and reducing service response times.
- Developed employee incentive plans aligned with objectives and trends
- Analyzed service metrics to identify areas for improvement and drive operational excellence
- Implemented a technician development program to grow and develop technicians
- Restructured the service desk. Hired 5 new advisors, all of which have been employed with the company for at least 4.5 years
- Developed the Business Development Center with new processes and cross trained the team to be able to assist with multiple other roles when needed (loaner department, cashier, and various administrative tasks)
- Increased customer pay hours per RO each year.
- Oversee shop trends and productivity to ensure that we stay in compliance with MBUSA warranty guidelines
- Developed an efficient loaner vehicle process, which resulted in eliminating the expense of a third party company
- Have developed and promoted various employees from entry level positions to larger rolls
Assistant Service Manager
Euro Motorcars Devon
Devon, PA
09.2017 - 08.2019
- Assisted the service director with interviewing and hiring new employee's
- Worked with the service advisors on best practices to ensure targets and goals were made
- Reviewed open repair orders with each advisor to track progress, and offer guidance on what to do if needed
- Assisted with implementing a new multi-point program for technicians and service advisors
Service Advisor
Euro Motorcars Devon
Devon, PA
06.2009 - 09.2017
- Coordinated with technicians to streamline workflow, improving service turnaround times.
- Winner of the service advisor survey contest in 2011, which resulted in a trip to Las Vegas for the parts and service managers convention
- AMG brand selected advisor in 2013. Went to Stuttgart Germany for AMG training
- Maintained above market CEI, survey scores, as well as most returns each month. Worked hand and with technicians to maximize opportunities, resulting in high customer pay hours per RO averages, and increased gross each year (individually)
Skills
- Team leadership
- Training and mentoring
- Operations management
- Strategic planning
Timeline
Service Director
Euro Motorcars Devon
08.2019 - Current
Assistant Service Manager
Euro Motorcars Devon
09.2017 - 08.2019
Service Advisor
Euro Motorcars Devon
06.2009 - 09.2017