David Grover
Carbondale,PA
Summary
Accomplished Service and Parts Manager with a proven track record, enhancing operational efficiency and customer satisfaction. Skilled in lean principles and fostering teamwork, I've driven significant performance improvements and revenue growth. Expert in shop and workflow management, my leadership has consistently achieved high customer satisfaction ratings and has resolved issues promptly and effectively.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Service and Parts Manager
Lighthouse Harbor Marina
05.2021 - Current
- Optimized scheduling procedures to maximize productivity while minimizing overtime expenses.
- Established effective communication channels with customers, enhancing their service experience and promoting repeat business.
- Boosted employee morale by recognizing exceptional work performance regularly which led to increased productivity.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and providing targeted coaching as needed.
- Achieved consistently high customer satisfaction ratings by maintaining strict quality control measures across all operations.
- Identified opportunities for upselling products and services, driving additional revenue growth for the department.
- Supervised a team of technicians, fostering a positive work environment and high-quality service standards.
- Managed day-to-day business operations.
Service and Parts Manager
Ken Pollock Mitsubishi
11.2018 - 04.2021
- Introduced data-driven decision-making practices, enabling more informed planning and resource allocation decisions.
- Optimized scheduling procedures to maximize productivity while minimizing overtime expenses.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and providing targeted coaching as needed.
- Maintained accurate records of all transactions, supporting financial reporting requirements and aiding in budgeting efforts.
- Improved sales results through close collaboration with the sales department on product promotions.
- Reduced turnaround time on repairs by optimizing workflow processes within the service department.
- Supervised a team of technicians, fostering a positive work environment and high-quality service standards.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Managed day-to-day business operations.
Service Advisor
Performance Kia
10.2014 - 08.2018
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
Automotive Master Technician
Performance Kia
02.2011 - 09.2014
- Streamlined repair processes for increased efficiency and faster turnaround times.
- Enhanced shop productivity by expertly utilizing diagnostic equipment and specialized tools for precise repairs.
- Assisted in inventory management, ordering parts as needed to maintain appropriate stock levels for efficient operations.
- Developed strong relationships with vendors for timely delivery of parts necessary for expedited repairs.
- Stayed current on industry trends, attending training workshops to expand technical knowledge and skills.
- Troubleshot electrical systems effectively, restoring functionality while minimizing costs for customers whenever possible.
- Mentored junior technicians, sharing knowledge of advanced diagnostic techniques and repair procedures.
- Contributed to a positive workplace culture, fostering teamwork among fellow technicians and staff members alike.
Transmission Shop Owner
Grover's Affordable Car Care
01.2006 - 01.2011
- Maintained accurate financial records, including sales reports, expense tracking, and budget management.
- Developed loyal customer base by consistently delivering high-quality products and personalized service.
- Addressed customer complaints effectively, resolving issues quickly to maintain overall satisfaction levels among clientele.
- Managed inventory levels efficiently, ensuring optimal stock availability and minimizing overhead costs.
- Established strong relationships with vendors, leveraging these connections for exclusive access to new products or preferential buying terms.
- Collaborated with suppliers to negotiate favorable pricing terms and ensure timely delivery of goods for sale in the store.
- Evaluated employee performance regularly, offering constructive feedback and opportunities for professional development when needed.
- Hired trained, and supervised a team of employees, fostering a collaborative work environment focused on achieving store goals.
- Coached, counseled and disciplined employees.
- Conducted regular market research to stay current on industry trends and align product offerings with consumer preferences.
- Trained and motivated employees to perform daily business functions.
- Managed day-to-day business operations.
Education
High School Diploma -
Lakeland Jr/Sr High School
Jermyn, PASkills
- Customer service
- Improving customer satisfaction
- Operational efficiency
- Shop and workflow management
- Service scheduling
- Cost reduction
- Employee evaluation
- Lean principles
Accomplishments
- Part of a team that produced service advisor certification program for Marine Retailers Association of America (MRAA).
- Part of a team that produced a service manager certification program for Marine Retailers Association of America (MRAA).
Certification
- Elite Certified Kia Service Advisor
- Master Kia Service Technician Certification
- PA State Safety and Emissions License
- Yamaha Outboard Certified Technician
- MRAA Certified Service Manager
- MRAA Certified Service Advisor
Elite Certified Kia Service Advisor
Maintained a high customer service index (CSI) score for over three years at Performance Kia.
Timeline
Service and Parts Manager
Lighthouse Harbor Marina
05.2021 - Current
Service and Parts Manager
Ken Pollock Mitsubishi
11.2018 - 04.2021
Service Advisor
Performance Kia
10.2014 - 08.2018
Automotive Master Technician
Performance Kia
02.2011 - 09.2014
Transmission Shop Owner
Grover's Affordable Car Care
01.2006 - 01.2011
High School Diploma -
Lakeland Jr/Sr High School
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