Robert J. O'Neil
Reading
Summary
A highly motivated Service Manager with over 25 years’ experience in continually achieving a competitive dealership advantage with proven CSI strategies to deliver excellence in customer satisfaction. A high-caliber, passionate strategist who rises above challenges to improve the bottom line and attain winning outcomes, quickly adapting to evolving scenarios via knowledge of current automotive applications. An award-winning communicator who stays up to date on advancing automotive industry trends, along with gaining buy-in among teams to promote brand loyalty and developing relationships with decision-makers. A hands-on Manager who leads by example, promoting ethics, integrity, and professionalism. Seeking a Service Manager role within a thriving organization in need of a dedicated professional. Career Highlights Include: Gaining customer trust with the delivery of world-class service. Driving dealership profitability by implementing strategic new CSI approaches. Actively controlling costs and attaining continuous process improvements. Effectively training, coaching, and mentoring service teams to maximize profitability.
Overview
18
18
years of professional experience
Work History
Service Manager
McGovern Auto Group
11.2024 - Current
- Managed daily operations to ensure efficient service delivery and customer satisfaction.
- Implemented staff training programs to enhance team performance and service quality.
- Developed processes to streamline service procedures and reduce response times.
- Coordinated with cross-functional teams to resolve customer issues promptly and effectively.
Service Director
Seacoast VW
05.2022 - 05.2024
- Director of production team focused on operational excellence and quality customer service.
- Hire, manage and train team members, oversee daily working functions, and act as subject matter expert for all service activities.
- Use deep industry knowledge to quickly resolve customer needs while maintaining strict budgeting.
- Maintain data reporting and inventory planning needs, presenting to company owners and stakeholders as needed.
- Deliver performance feedback in diagnosing service improvement opportunities.
Assistant Service Manager
Mercedes Benz of Burlington
05.2019 - 05.2021
- Leveraged broad scope of industry knowledge toward directing profit-generating luxury automotive service operations, including proactively monitoring progress of vehicles throughout the repair process.
- Successfully developed new methods to resolve service challenges.
- Built a synergistic rapport with customers via responsive service techniques.
- Optimized MB services’ efficiency and productivity to deliver exceptional customer service.
Service Director
IRA Audi and Porsche
01.2011 - 2019
- Applied strong leadership talents toward directing all facets of Service Center operations, including contributing interpersonal relations and negotiations skills to continually exceed repairs satisfaction.
- Quickly identified, responded to, and resolved diverse issues for customers.
- Cost-effectively managed procurement of equipment, materials, supplies, and parts.
Service Director
Nissan 24
01.2009 - 01.2011
- Strategically steered goal-focused workflow optimization by planning and prioritizing job assignments while managing technicians to maximize service work completed per individual job skills and abilities.
Service Director
Herb Chambers Audi and Porsche of Burlington
01.2008 - 01.2009
- Spearheaded customer-centric Service and Parts Department operations, including mentoring and managing a top-performing team of 18 tech advisors and valet personnel in exceeding core objectives.
- Compiled key forecasts and upheld high CSI scores.
- Trained, coached, and mentored staff to increase gross profits.
- Implemented critical systems required to meet established monthly quotas.
Education
High School Diploma -
Woburn High School
Woburn, MA05-1984
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Workflow management
- Trustworthy and honest
- Team collaboration and leadership
- Outgoing and energetic
- Employee supervision
- Service scheduling
- Staff motivation
Section name
Previous experience includes Field Service Manager at JM&A (2001 to 2002), Service Manager at Bonnell Ford (1991 to 2001), Service Manager at Woburn Foreign Motors (1996 to 1998) and Service Manager at Infiniti of Norwood (1994 to 1996).
Timeline
Service Manager
McGovern Auto Group
11.2024 - Current
Service Director
Seacoast VW
05.2022 - 05.2024
Assistant Service Manager
Mercedes Benz of Burlington
05.2019 - 05.2021
Service Director
IRA Audi and Porsche
01.2011 - 2019
Service Director
Nissan 24
01.2009 - 01.2011
Service Director
Herb Chambers Audi and Porsche of Burlington
01.2008 - 01.2009
High School Diploma -
Woburn High School