 Oversee all new and used boats to ensure a delivery ready state to the customer. Quality control check all work upon completion. Manage used boat reconditioning work flow, while coordinating with other departments, to ensure quality and efficiency. Communicate with Sales, Parts and Service departments to convey needs and status of all inventory. Schedule and plan all tasks immediately upon request. Communicate with customers regarding resolution for internal and manufacturer warranty concerns. Schedule and plan daily and weekly work for detailing department consisting of 7-8 detailers and general repair department consisting of 3-4 technicians. Assist, as needed, with general repair work. Train and assist detailing department with cleaning, detailing, buffing and waxing of all inventory. Move boats around facility with tractor, lift truck or pickup truck to place in proper location for work being performed. Trailer boats and launch at ramp for showings, sea trials or customer deliveries. Operate boats safely and professionally for the purposes of storage deliveries/pick up, customer sea trials, new and used sales deliveries, survey sea trials. Provide set up, tear down and sales support at boat shows and marketing events. Completed Dale Carnegie Course for Effective Communications and Human Relations.

 Analyze and adjust processes to increase productivity and profit. Identify customer’s concerns and needs for work required. Monitor work load and coordinate schedule to complete work in promised time frame. Interact with customers and co-workers to resolve conflict and concerns. Aid in screening of prospective new employees and identify most qualified candidates. Oversee Service Department appearance for cleanliness and professionalism.

 Prepare repair orders for distribution to shop technicians. Calculate technician hours and productivity. Monitor technician performance for optimal productivity. Dispatch work to technicians while complying with warranty and industry standards. Follow up with customers to ensure results of work performed are satisfactory. Identify and actively sell service and maintenance needs to customers for their vehicles.

 Serve as a liaison between sales, service technicians and customers to ensure that all vehicles are repaired properly in a timely manner. Resolve customer concerns on service issues for both individual and fleet customers. Schedule and maintain work for shop and personal team of technicians, ensuring that production stays at maximum potential. Extensive training in customer relations, warranty processes, and service department productivity. Training includes: Social Media Responsibilities and Marketing, Customer Handling to Ensure Satisfaction, Managing a Quick Lane for Profitability, Warranty Administrator Fundamentals, Team Leading for Success, Managing Service Department Performance, People Management, Shop Management, Phone Skills Management, Marketing and Merchandising, Selling Needed Service, Customer Concern Resolution, Communicating Effectively with Customers, Focus on Women and Youth Customers, Building Satisfaction, Outperforming the Market, and 37 Ford Product specific training modules. Demonstrated the ability to annually increase sales and profitability. Maintain customer satisfaction scores above group average per Ford Motor Co. survey standards. Implement and utilize procedures for service department policy and standards. AutoNation Dealerships District Service Drive Process Award winner for May 2007, January 2007 and June 2006 (Program was in place from April 2006 to July 2007).