Dedicated automotive service manager with 20+ years of experience. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of under performing operations. Ability to use my motivational skill to create a team environment where CSI and ESI lead to an award-winning service department. Respected builder and leader of customer-focused teams - instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.
Toyota - Team Princeton
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Service ManagerToyota - Team Princeton Jan 2010 - PresentACHIEVMENTS:2017 - TOP 10 IN VOLUME AND CSI (Customer Service Index) OUT OF 100+ IN REGION2016 - TOP 10 IN VOLUME AND CSI (Customer Service Index) OUT OF 100+ IN REGION2015 - TOP 10 IN VOLUME AND CSI (Customer Service Index) OUT OF 100+ IN REGION2014 - TOP 10 IN VOLUME AND CSI (Customer Service Index) OUT OF 100+ IN REGION2013 - TOP 10 IN VOLUME AND CSI (Customer Service Index) OUT OF 100+ IN REGION2012 - TOP 10 IN VOLUME AND CSI (Customer Service Index) OUT OF 100+ IN REGION2011- TOP 10 IN VOLUME AND CSI (Customer Service Index) OUT OF 100+ IN REGION2010 - TOP 10 IN VOLUME AND CSI (Customer Service Index) OUT OF 100+ IN REGION• Responsible for 37 bays/technicians (12 in express lube)• Lead by example to ensure the execution of all safety, security, quality and service operations policies.• Substantial improvement of month-after-month service sales and gross profit, while driving interest from new and repeat customers • Modification of work distribution to technicians which increased department net profit YOY • Main liaison between Toyota representatives and vendors, while managing the promotion of cooperation within the workplace between service advisors and technicians
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Senior Service ManagerCherry Hill Toyota Jan 1983 - Jan 2010Cherry Hill, NjACHIEVEMENTS:2006 - TOP 10 IN SERVICE OUT OF 100+ IN REGION2005 - TOP 10 IN SERVICE OUT OF 100+ IN REGION2004 - TOP 10 IN SERVICE OUT OF 100+ IN REGION• Grew service department from 8 to 16 bays/technicians• Boosted the customer satisfaction index (CSI) scores by organizing department plans to improve overall service delivery• Substantial improvement of month-after-month service sales and gross profit, while driving interest from new and repeat customers• In collaboration with GM, drove uniform and competitive pricing structure in maintaining service menus based on other after markets which helped increase sales and gross profit• Modification of work distribution to technicians which increased department net profit YOY • Developed and integrated business approaches and processes for the improvement of the overall customer experience• Full responsibility in organizing, mentoring, and preparing service advisors on strategies to gain greater revenues from new and existing customers• Main liaison between Toyota representatives and vendors, while managing the promotion of cooperation within the workplace between service advisors and technicians
Frequently Asked Questions about James Pilla
What company does James Pilla work for?
James Pilla works for Toyota - Team Princeton
What is James Pilla's role at the current company?
James Pilla's current role is Senior Automotive Service Manager.
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James Pilla
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JAMES PILLA
United States
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