Rob Davie Email and Phone Number

Serve as a process and behavioral coaching expert through on-site consulting and process implementation in Retail, Service, & Parts Departments in order to maximize Customer Satisfaction, Service and Parts process efficiency and revenue growth. Achievement of MBUSA Customer Satisfaction goals by using corporate tools, programs, and initiatives, to develop the dealerships After-Sales processes/business. Serve as "trainer" to develop Dealership personnel's abilities with regard to above objectives. Serve as the subject matter expert in the Dealer Business Development department with regards to service and parts process development/implementation of programs, policies and processes to support MBUSA Customer Satisfaction goals and objectives, process efficiency, profitability and Mercedes-Benz Operations Guidelines for Service & Parts. Develop Dealership Service and Parts personnel as it relates to these objectives.(As of 11/2012 no longer active due to brain/health issue).

Provided Mercedes-Benz dealership personnel professional training with emphasis on Sales and Fixed Operations to enhance the performance of the dealer with the goal of profitability and excellent customer service in mind. Serve as "trainer" to develop Dealership personnel's abilities with regard to above objectives. Serve as the subject matter expert in the Dealer Business Development department with regards to sales and fixed operation service process development/implementation of programs, policies and processes to support MBUSA Customer Satisfaction goals and objectives, process efficiency, profitability and Mercedes-Benz Operations Guidelines for Service, Develop Dealership Sales and Fixed Operations Service personnel as it relates to these objectives.

Provided Mercedes-Benz dealership personnel professional training to enhance the performance of the dealer with the goal of excellent customer service in mind. Provide Mercedes-Benz dealership personnel professional training with emphasis on Sales and Fixed Operations to enhance the performance of the dealer with the goal of profitability and excellent customer service in mind. Serve as "trainer" to develop Dealership personnel's abilities with regard to above objectives. Serve as the subject matter expert in the Dealer Business Development department with regards to sales and fixed operation service process development/implementation of programs, policies and processes to support MBUSA Customer Satisfaction goals and objectives, process efficiency, profitability and Mercedes-Benz Operations Guidelines for Service, Develop Dealership Sales and Fixed Operations Service personnel as it relates to these objectives.

Provided Mercedes-Benz dealership personnel professional training with emphasis on Technical training for technicians to enhance the performance of the dealer with the goal of excellent customer service in mind. Provide Mercedes-Benz dealership personnel professional training with emphasis on Fixed Operations to enhance the performance of the dealer with the goal of profitability and excellent customer service in mind. Serve as "trainer" to develop Dealership personnel's abilities with regard to above objectives. Serve as the subject matter expert in the Dealer Business Development department with regards to fixed operation service process development/implementation of programs, policies and processes to support MBUSA Customer Satisfaction goals and objectives, process efficiency, profitability and Mercedes-Benz Operations Guidelines for Service, Develop Dealership Fixed Operations Service personnel as it relates to these objectives.

Provided Mercedes-Benz dealerships Technical Assistance Center (TAC) technical assistance/troubleshooting via call center and on site assistance as intermediary with assistance of Service Engineering support. Additional duties included accident/fire investigation, intensive customer interaction, coaching/instruction of dealership and technician processes. Support MBUSA Customer Experience journey by providing direct technical support in diagnosing vehicles which dealer technicians are having difficulty to repair. This includes on-line, phone or on-site support as well as coaching of dealer personnel to address any customer satisfaction improvement opportunities identified (ie; CSI, FFV, JDP, etc...). Guide/instruct dealer technicians in the proper diagnostic and repair procedures. Protect the brand and corporate interests of both MBUSA & DAG by providing technical support to investigate product liability, legal and customer retention claims that may cause a negative impact on brand image. Appear as an expert or fact witness in depositions, hearings and trials by supporting corporate console in litigation cases brought forth to MBUSA & DAG.

Provided Mercedes-Benz dealership personnel professional training with emphasis on Technical training for technicians to enhance the performance of the dealer with the goal of excellent customer service in mind. Provide Mercedes-Benz dealership personnel professional training with emphasis on Fixed Operations to enhance the performance of the dealer with the goal of profitability and excellent customer service in mind. Serve as "trainer" to develop Dealership personnel's abilities with regard to above objectives. Serve as the subject matter expert in the Dealer Business Development department with regards to fixed operation service process development/implementation of programs, policies and processes to support MBUSA Customer Satisfaction goals and objectives, process efficiency, profitability and Mercedes-Benz Operations Guidelines for Service, Develop Dealership Fixed Operations Service personnel as it relates to these objectives

Coached/Developed 20 +/- automotive service department personnel and directly responsible for Mercedes-Benz and Porsche customer service, manufacturer representative contact, sales/service department interaction, parts/service department interaction.Directed and coordinated activities concerned with acquisition of automotive equipment and operation and maintenance of automotive repair and storage by performing the following duties personally. Coordinated activities of personnel conducting research and testing program on automotive equipment considered for acquisition based on such factors as operational performance, costs of operation and maintenance, operational safety, and compliance with environmental laws and regulations. Directed procurement of all types of company owned and operated automotive equipment and materials, supplies, and parts required to maintain automotive equipment. Coordinated automotive repair and maintenance services to obtain maximum utilization of automotive equipment and prevent operational delays in other departments. Managed total of 20 +/- employees in the Automotive Department. Carried out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities included interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Provided direct coaching/development/technical support for 20 +\- automotive technicians on Mercedes-Benz, Porsche, Nissan, Infiniti, and Volvo. Was dealership contact liaison for manufacturer technical support centers, maintained special tools and literature, monitored training and performance of technicians.Shop Foreman must be articulate, enthusiastic, and a self-motivated team player with outstanding communication skills (both written and verbal), a positive attitude, and an excellent work ethic. Diagnose problems and perform basic repairs on all dealer supported vehicles. Perform diagnosis and advanced electrical repairs on all dealer supported vehicles. Communicate to the appropriate Service Advisor information regarding any job that will not meet the Service Advisor's promised time. Work with Team Leaders to complete in-house training. Perform maintenance and routine cleaning of shop and equipment. Train and assist other Technicians. Must complete all training requirements set forth by Mercedes-Benz, Porsche, Volvo, Nissan, and Infiniti. Maintain a clean and safe work area.

As Automotive Technician, was articulate, enthusiastic, and a self-motivated team player with outstanding communication skills (both written and verbal), a positive attitude, and an excellent work ethic. Diagnosed problems and performed basic repairs on MB vehicles. Performed diagnosis and advanced electrical repairs MB vehicles. Communicated to the appropriate Service Advisor information regarding any job that will not meet the Service Advisor's promised time. Performed maintenance and routine cleaning of shop and equipment. Trained and assist other Technicians. Maintain a clean and safe work area.

Provided direct automotive coaching/development/technical support for 15 technicians on Mercedes-Benz, Nissan, and Volvo. Was dealership contact liaison for manufacturer technical support centers, maintained special tools and literature, monitored training and performance of technicians.Shop Foreman must be articulate, enthusiastic, and a self-motivated team player with outstanding communication skills (both written and verbal), a positive attitude, and an excellent work ethic. Diagnose problems and perform basic repairs on dealer supported vehicles. Perform diagnosis and advanced electrical repairs of dealer supported vehicles. Communicate to the appropriate Service Advisor information regarding any job that will not meet the Service Advisor's promised time. Work with Team Leaders to complete in-house training. Perform maintenance and routine cleaning of shop and equipment. Train and assist other Technicians. Must complete all training requirements set forth by MBUSA, Volvo, and Nissan.Maintain a clean and safe work area.

Mercedes-Benz technician '85-'88As Shop Foreman '88-'90, I provided direct supervision/technical support for 12 technicians on Mercedes-Benz, Datsun/Nissan, and Peugeot. Was dealership contact liaison for manufacturer technical support centers, maintained special tools and literature, monitored training and performance of technicians '88-'90As Technician/Shop Foreman, I was articulate, enthusiastic, and a self-motivated team player with outstanding communication skills (both written and verbal), a positive attitude, and an excellent work ethic. Diagnose problems and perform basic repairs on dealer supported vehicles. Perform diagnosis and advanced electrical repairs on dealer supported vehicles. As Shop Foreman, communicated to the appropriate information regarding any job that will not meet the Service Advisor's promised time. Perform maintenance and routine cleaning of shop and equipment. Train and assist other Technicians. Maintained a clean and safe work area.