Expert Technician & Workshop Foreman

• Dec 2000 - Present

Experience:KEY SKILLS: • Consulting : offering helpful advice to colleagues and customers • Adjudication of warranty repairs • Financial data analysis • Operation code analysis • Communication and Reporting • Complex NVH diagnosis and repairs • Electrical CAN, MOST, FLEXRAY diagnosis and repair • High Voltage diagnosis & repairs RESPONSIBILITIES AND ACCOUNTABILITY: • Establishing customer handling practices to instill faith and confidence in customer • Ensuring superior customer care and repeat business • Maintaining/enhancing customer satisfaction • Establishing departmental goal, objectives and marketing plans • Maintaining and analyzing financial data and reporting systems to measure performance against objectives • Ensuring smooth operation of retailer's aftersales departments • "Fix It Right First Time" • Maintaining warranty index • Determining and developing training requirements and plans • Directing activities to all departmental employees • Liaising with third party vendors (such as extended warranty/protection companies) • Is a leader in aftersales department and mentors and supports struggling employeesACCOMPLISHMENTS: • Achieved "Dealer of Excellence" award from Volvo Cars of Canada • Achieved highest score for "Fixed Right First Time" in Canada • Maintained warranty processes and ensured accuracy of all repair and warranty work orders • Warranty coding and achieved highest warranty receivables • Developed corrective action plans to receive maximum warranty payment • Identified opportunities in parts and service business sales and achieved above expectation objectives • Adjudicated in a buy-back decision and reverted a buy-back

Service Manager

• Jun 1995 - Jul 2000

Engineering Apprentice

• Jun 1994 - Jun 1995