Kevin Hicks Email & Phone Number

Ontario, Ca, Us

United States

Cleburne, Texas

Valencia, California

➤ Managed the day-to-day operations of a high-volume Service Center within a fast-paced, deadline driven environment, constantly looking for new and better methods to enhance the customers' RV and outdoor experience.➤ Delivered the highest level of internal/external customer satisfaction throughout a growing Service Center by providing dynamic leadership and team coaching, while driving through increased sales, gross profit, P&L management, and labor cost control.➤ Oversaw the parts sales, warranty, installation, detailing, and timely repairs of RVs for the location, including providing direct advice on valid work order quality content to substantiate claims prior to work order finalization.➤ Initiated and processed requests for warranty repair services, determining repair requests to be covered under Manufacturer of vendor warranty guidelines and providing administrative support to the Service department as well as kept Manufacturers apprised of work progress.➤ Built a high performing team of Technicians, Service Advisors, Parts Associates, Warranty Administrators, Porters, and Detailers through continual associate development and best hiring practices, while fostering a culture that promoted employee retention and philanthropy.➤ Adjusted staffing levels depending on production rates, recruiting, hiring, and motivating 1,283 employees to meet and exceed business expectations, including managing 12 Supervisors and 18 Team Leads.➤ Designed training programs and personally trained 132 Instructors to deliver employee workshops on safety compliance, management, product knowledge, and harassment, which in turn reduced injury rate by 21%.➤ Studied and implemented additional Kaizen Lean Manufacturing training, reducing budget by $1.2MM annually, as well as collaborated daily with 12 Sales department personnel to match production to sales, adjusting accordingly.

➤ Managed all daily service work, including scheduling external work on a timely basis, while growing the volume of service work and managing the profitability of the department.➤ Ensuring a high degree of customer satisfaction by instilling trust and confidence, calmly supporting and defusing customer complaints in order to maintain customer loyalty, while monitoring billing, warranty, and internal/external repair orders.➤ Adjusted staffing levels depending on production rates, hiring, terminating, and disciplining up to 960 Production employees, as well as the proper number of internal and external Service Writers, Detailers, Technicians, and Lead Techs to meet the demands put on the department.➤ Coordinated timely deliveries by working closely with the Sales and F&I departments, and monitored open ROs to established benchmarks, while consistently meeting determined CSI requirements.➤ Worked with the Technicians and supported the team for the achievement of customer satisfaction, revenue generation, and long-term service and parts sales goals in line with company vision and values.➤ Managed the Warranty Department to established benchmarks, attending daily pending meetings and verifying the service status report each day, as well as tracked and verified Technician hours, maximizing productivity levels.

Eugene, Or.

➤ Increased production by 50% over 2 years by introducing new products, managing a budget of $750K for product development, while supervising Design Engineers and monitoring code submittal and approvals through State agencies.➤ Prepared and managed the annual operating budget, as well as implemented a dynamic marketing plan, with the aim of increasing Body Shop sales.➤ Prospected for customers to ensure an adequate sales volume, and achieved a reasonable operating profit for the department and maintained customer satisfaction standards, while containing expenses.➤ Reviewed repair cost estimates with the Body Shop Foreman and obtained the Insurer's approval and agreement to the estimates, while also managing and drawing up the work plan for all body shop employees.➤ Provided a high-quality repair service, verified the quality of the completed work, and reduced returns to the shop, while checking how work on the vehicles in the shop was progressing.

General Manager / Director, Service & Parts – Cousin Gary's RV – 2006 to 2008President – Majestic Koncepts – 2005 to 2006Regional Service Manager – La Mesa RV – 03/2005 to 03/2011Production & General Manager – Safari Motor Coaches – 1989 to 2001