- Regularly contact dealership , communicate, implement and administer parts and service department programs, policies and procedures with dealers including attainment of objectives and adherence to the dealer agreement - Monitor and advise zone management of dealers’ adherence to policies and procedures in such area of : * Parts sales * Parts inventory control * Service training * warranty administration * Customer satisfaction * Customer loyalty * Consumer relation - Provide recommendations for operational improvements to dealership managers which maximize and increase customer satisfaction, operational effectiveness, market penetration and dealer parts and service profitability - Provide guidance and training to dealership personnel in inventory control, service training, warranty administration, consumer relations ..- Provide automotive technical guidance / recommandations to dealership service personnel - Provide written and verbal communication to zone and corporate management on dealer’s performance - Process, resolve and close customers inquiries - Monitoring parts and accessories sales achievements towards objectives - Monitoring customer satisfaction results achievement toward objectives - Develop actions for each dealership to achieve objectives - Is main dealer support person for all communications between dealers and manufacturer- Monitors level of achievements towards training objectives for all after sales dealer personnel - Encourage dealers to actively participate in all Mitsubishi Canada programs - Monitor dealers warranty cost - Monitor dealer goodwill costs and achievement toward objective - Support customer relations department as required

AUDI ANJOU Québec. New Car Dealership & Mechanical Service Dept. SERVICE MANAGER December 2017- Present Overseeing the largest AUDI service department in Canada. Responsible for controlling costs, building a loyal clientele, maintaining good employee relations, setting and obtaining sales and profit objectives and maintaining service records. • Ensuring processes are in place for new dealership to meet AUDI Manufacturing standards. • Hiring all technicians and service personnel and ensuring all are appropriately trained. • Reading and analyzing financial statements and improving accordingly • Providing support, resources and guidelines to technicians • Monitoring performance to ensure work is completed on time • Managing warranty claims and closing customer pay repair orders. • Coordinating with Marketing department, on monthly and seasonal advertising.

- Analyze Statistics to improve sales and push weak products- Eliminate waste in all forms (times, processes, personnel ...) - Implement strategies to increase sales based on statistics and coach staff - Manage Lost time and technicians efficiency- Read financial statement and improve expenses accordingly - Coordinate with sales and used car and parts department - Prepare documentation for CSST and give training to staff - Prepare monthly and seasonally advertising - Study each process and write a routine process to eliminate waste and make sure it’s applied - Coordinate with BDC to manage and organise the appointments versus capacity- Built strategies to improve customer retention - Follow up work shop using daily, weekly, and monthly reports and meet staff to communicate reports - Build strategies to improve customer satisfaction, according to statistics of customer’s answers and weak points - Manage warranty claims documents to meet manufacturer/s politics- Meet Nissan parts and service manager for brain storming - Responsible for optimal utilization of Resources- Maximize efficiency and productivity of my department- Write and implement procedures to improve the processes- Enforce measures for occupational safety and health- Responsible for the occupational safety of workers- Manage Customer relations issues- Provide coaching and reinforce positive actions- Review work orders and technicians stories are precise

- Responsible for optimal utilization of Resources- Maximise efficiency and productivity of my department- Write and implement procedures to improve the each process- Enforce measures for occupational safety and health- Responsible for the occupational safety of workers - Manage the inventory (lost sales, inventory movement) - Parts return, and inventory - Manage the emplacement - Eliminate/diminish non-moving items

- Oversee the quality of CNC machining - Establish and analyze records of quality assurance - Identify, analyze and solve machining problems- Establish production strategies in order to reduce non-conforming products - Coordinate drawings with customers and solidify business relationships- Led a team of ten technicians- Defined solutions to reduce the risk of error - Analysis of different processes with Six Sigma DMAIC - Established LEAN (lean management) on production lines - Reduce product return rate