Roch Lessard Email & Phone Number

Canada

Markham, On, Ca

Markham, On, Ca

Markham, On, Ca

Markham, On, Ca

Markham, On, Ca

Mississauga, Ontario, Ca

Supervising, directing and leading is all aspects of operations for both Service & Parts departmentsImplement all systems, scheduling, policies and procedures for both departmentsPrepare and manage departmental objectives, marketing plans and annual operating budgets of both departmentsImplement a new customer focusing tool, with Tablets, based on manufacturer’s maintenance schedule Maintain high profitability and keep expenses under strict controlMaintain high customer satisfaction index (CSI) rating at all timesMonitor and maintain all A/P and A/R relating to both departmentsMonitor and maintain all manufacturer warranty programs for high profit and claim accuracyMaintain inventory control including negotiating, purchasing, stocking, selling, pricing and countingAdvise and maintain a top quality repair service, including verification, to strict quality standardsKeep abreast of pertinent federal and provincial regulations and municipal bylawsRecruit, train, discipline and dismiss employees as necessary, ensuring employee loyalty and performance

Mississauga, On, Ca

Responsible for managing the day-to-day operations for both Service & Parts departmentsResponsible for managing 7 employees and their schedulesResponsible for increasing customer retention & loyaltyAccountable for maintaining customer satisfaction at high levelsAccountable for cost control within Parts and Service departments as well as warranty costs for the manufacturerResponsible for marketing activitiesResponsible for hiring new staffResponsible for staff training to conform to company and manufacturer policies and procedures

Richmond Hill, Ontario, Ca

Develop and implement sales process and on-line product trainingCo-ordinate with Customer Service and Parts team to formulate and execute Fixed Operations trainingMonitor industry retail trends; recommend and develop initiatives to address opportunities for increasing Mazda’s businessConduct in-dealership training, utilizing a variety of delivery methods, including both classroom and practical sessionsDevelop weekly communication tips on both product and sales enhancement and issues to both Dealer network and MCI staffCoordinate and administer Peak Performers ProgramDevelop and communicate usage reports, analyse training programs and present findings regularly to Sr. Management and team membersCo-ordinate with Customer Engagement Program team to develop training initiatives to improve owner loyalty

Richmond Hill, Ontario, Ca

Direct Dealers and Parts and Service personnel in policies/procedures (including warranties)Direct and assist Dealers and Customer Relations departments (includes solving product problems, troubleshooting, representing Mazda Canada at arbitration hearings/small claims court and reviewing satisfaction reports with Dealer personnel)Direct Dealers in meeting parts and accessory targetsDirect Dealers in upgrades and review of evaluation and reward programs

Richmond Hill, Ontario, Ca

Provide support and guidance to DealersEnsure that Dealers attain objectives in regards to vehicle retail, wholesale, market share, profitability as well as customer satisfactionCoordinate and assist in various initiatives including training, market representation, promotions and advertisingEnsure that all policies/procedures outlined by MCI are respectedManage marketing budget within districtEnsure sales incentives are paid out in a timely manner

Richmond Hill, Ontario, Ca

Conduct warranty and sales operation audits to ensure compliance with MCI’s policies and procedures.Offer onsite training to Dealers and District Managers as requiredReport and present findings to Dealers with regional staff, dealership staff and Dealer Principals/General Managers.Develop new reporting and new training seminars

Richmond Hill, Ontario, Ca

Coordinate Service and Parts Manager and Service Advisor Certification and Parts Counter staff, including liaison with outside vendors concerning certification programMaintain CS Action Program (maintain data base of PDI, CRS Audits, RO Analysis, FIRTFT reports and Dealer Action Plan submissions and supplying monthly reports identifying underperforming dealers)Develop materials (comparisons with national, regional, territory and best practices for special projects (GAP analysis) and meetings etc)Conduct in-dealer meetings (review findings with Dealer and dealer staff to get commitment for improving customer handling procedures to increase profitability retention and repurchase intent)Dealer visits with DPSMLiaison with estimation system provider to maintain up-to-date MSPSDevelop material required for CS Action Dealer visits.Conduct in-house meetings reviewing CSI and CRS performancePrepare yearly maintenance schedule for distribution to Dealers

Richmond Hill, Ontario, Ca

Direct Dealers and Parts and Service personnel in policies/procedures (including warranties)Direct and assist Dealers and Customer Relations departments (includes solving product problems, troubleshooting, representing Mazda Canada at arbitration hearings/small claims court and reviewing satisfaction reports with Dealer personnel)Direct Dealers in meeting parts and accessory targetsDirect Dealers in upgrades and review of evaluation and reward programs

Richmond Hill, Ontario, Ca

Respond to all Dealer inquiries/requests in a timely manner by prioritizing and allocating resourcesPrepare and review reports on parts activities for various further analyses (backorder, gross profit variation, price change, impact, credit) and react to unusual situationsAssist all departments with parts related issues (including dissemination of relevant parts information and updates as well as warranty price reviews and ordering of parts for vehicles arriving at port)Supervise Parts Price specialist and Dealer Support specialistsResponsible for dealer obsolescence, parts warranty, core credit and bulk oil programs

Richmond Hill, Ontario, Ca

Respond to Dealer/internal technical parts inquiries and ETA requests/concerns (including corresponding with vendors/technical staff) regarding the MATE II and EPC systemsIssue credits and debits and filing proper formsPlace and review emergency ordersOnline file maintenance (pricing, ETAs, supersessions, part number creation) and filing of departmental correspondence

Responsible for placing, receiving and shipping all orders (including body shop orders)Client-dealer liaison (parts orders)

Responsible for administering warranty claims

NOTE: Approximately 1 year before the end of this period, the Parts Manager left and I stepped in as Acting Parts Manager until Nov. 1996Responsible for ensuring that stock answers the needs of all departments/clients in a fast and effective wayResponsible for shipping/receiving all orders (including promo orders)Responsible for order follow-up and inventory control

In training as a mechanic (main responsibilities included oil changes, pre-delivery inspections, small services, accessory instalments)

In charge of reconditioning (waxing, compounds, glazes, anti-rust treatment, engine washes, etc)Diploma of Car Brite Professional Automotive Recondition Training Program (obtained March, 1992)Also assumed the duties of shuttle bus driver as needed