JOHN S GLOVER
SPARTANBURG
Summary
Knowledgeable in Warranty Administration with a solid foundation in managing automotive service operations. Proven track record of improving customer satisfaction and streamlining shop processes. Demonstrated ability to lead teams efficiently and solve complex technical issues.
Overview
30
30
years of professional experience
Work History
Automotive Service Director
Mills Auto Group
12.2023 - Current
- Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
- Reduced wait times for customers by optimizing scheduling and resource allocation within the service department.
- Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
- Maintained accurate records of all repairs performed, ensuring proper documentation for warranty claims and future reference for clients.
- Maximized revenue generation by upselling additional services to customers based on vehicle needs and manufacturer recommendations.
- Conducted thorough evaluations of technician performance, providing constructive feedback and coaching to improve overall productivity.
- Achieved 21% increase in productivity in fixed operations, parts and service department.
- Ensured compliance with all relevant federal, state, and local regulations governing automotive repair facilities, maintaining necessary licenses and certifications.
- Increased customer satisfaction by implementing efficient service processes and streamlining communication between technicians and clients.
Service Manager
Vic Bailey Volkswagen
10.1995 - 12.2023
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
Education
High School Diploma -
South Point High School
Belmont, NC06-1983
Skills
- Service writing
- Customer satisfaction
- Automotive diagnostics
- Parts ordering
- Scheduling
- Quality standards
- Employee retention
- Employee evaluation
- Dealership management
- Positive attitude
- Teamwork
- Customer service
- Problem-solving
Served on Volkswagen National Service Advisory Council from 2019 to 2024. President 2023-2024
Collaborated with Subject matter experts from Volkswagen of America, identifying issues between the dealer and the OEM. Working to find solutions or suggesting ideas to resolve the issues.
Timeline
Automotive Service Director
Mills Auto Group
12.2023 - Current
Service Manager
Vic Bailey Volkswagen
10.1995 - 12.2023
High School Diploma -
South Point High School
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