CHRISTOPHER NORTON
Commerce City
Summary
Professional shop management professional with extensive experience in overseeing daily operations and team dynamics in fast-paced environment. Strong focus on team collaboration, problem-solving, and achieving results. Skilled in inventory management, diagnostics, and workflow optimization. Reliable, adaptable, and committed to maintaining high standards and fostering productive work environment.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Assistant Service Manager
Mile High Acura
08.2023 - Current
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Followed up with customers during and after installations to verify satisfaction.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Developed written plans and obtained customer consent to proceed.
- Analyzed trends in customer feedback data to identify areas for improvement in service offerings or internal processes.
- Collaborated with sales staff to provide comprehensive support for new vehicle purchases and ongoing maintenance needs.
- Monitored budgetary constraints closely to ensure cost-effective management of labor, parts inventory, and other resources.
- Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
- Ensured compliance with industry regulations by staying informed about changes in legislation or standards related to automotive repair services.
- Increased overall efficiency within the department by optimizing workflow processes and eliminating bottlenecks in service delivery.
- Trained less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
- Implemented training programs for new employees to quickly familiarize them with company policies, procedures, and safety guidelines.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Launched quality assurance practices for each phase of development
- Managed senior-level personnel working in marketing and sales capacities.
Shop Forman/Automotive Service Technician
Holman Honda
12.2001 - 08.2023
- Performs work as outlined on repair order with accuracy & efficiency.
- Communicates with Service Consultant and/or customers to obtain further clarification when necessary.
- Identifies and diagnoses the cause of any malfunction and performing repairs within a specified field.
- Communicates with parts department to obtain needed parts.
- Obtains necessary approval before completing additional work or exceeding initial estimate.
- Clearly, legibly and accurately documents all work performed.
- Safely road test all vehicles.
- Frequently attended factory sponsored training classes; kept up to date with factory bulletins.
- Adhered to all safety policies and appropriately utilized safety equipment.
- Effectively understands and follows Federal, State and local regulations pertaining to the use and disposal of hazardous materials equipment.
- Supervised employees, participates and instructs technicians in the repair and reconditioning of automobiles.
- Maintains accurate work records using the computer based Equipment Management Information System.
- Performs inspection of completed repairs to ensure thorough and quality of repair and suitability of vehicle for return to service.
- Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
- Repairs shop equipment when necessary.
- Used hand and power tools, equipment, and instruments accurately.
- Oversaw maintenance and repair of shop equipment.
- Trained and coached employees to improve performance and skills.
- Verified safe and proper operation of wide range of power tools, equipment and instruments.
- Directed daily operations of team of twenty three technicians and shop professionals.
- Conducted thorough inspections of completed work, ensuring all projects met or exceeded company and client expectations before final delivery.
- Managed materials inside shop and at job locations.
- Coordinated with other departments to ensure timely completion of projects and smooth communication between teams.
- Maintained open lines of communication with upper management regarding shop updates, challenges faced, and potential opportunities for growth or improvement.
- Reduced machine downtime by performing regular maintenance checks and addressing issues promptly.
- Supervised all aspects of project completion from initial planning stages through final execution, meeting or exceeding client expectations consistently.
- Safeguarded workplace safety through strict adherence to safety protocols and conducting regular training sessions for staff.
- Assisted in the recruitment process by interviewing potential hires and selecting qualified candidates to join the team.
- Implemented inventory control measures, ensuring proper stock levels were maintained for efficient operations.
- Enhanced team skill levels through regular training sessions and workshops.
Education
Honda Master Technician -
Honda Technical Training Center
Associate's - Automotive Technology
Westwood College of Technology
01.2001
High School Diploma - undefined
Horizon High School
01.1998
Skills
- Customer service focus
- Staff training and development
- Service planning
- Schedule coordination
- Operation Monitoring
- Positive attitude
- Customer service
- Problem-solving
- Reliable and responsible
- Multitasking and organization
- Time management
- Crew leadership
- Verbal and written communication
- Maintenance planning
- Estimating and quoting
- Technical troubleshooting
- Service and parts teams management
- Mechanical diagnostics
- Quality assurance
- Continuous improvement
- Preventive Maintenance
- Project management
- Service scheduling
- Financial controls
- Policy and procedure enforcement
- Upselling
- Service documentation
- Cost estimates
- Proficient in CDK/ MyKaarma
- Service order flow
Certification
- Honda Master Certification Issued: 2009-12
- Refrigerant Recycling Certificate #1002090
- A-1 Engine Repair
- A-2 Automatic Transmission
- A-3 Manual Drive Train & Axles
- A-4 Steering & Suspension
- A-5 Brakes
- A-6 Electrical/Electronic Systems
- A-7 Heating & Air Conditioning
- A-8 Engine Performance
Timeline
Assistant Service Manager
Mile High Acura
08.2023 - Current
Shop Forman/Automotive Service Technician
Holman Honda
12.2001 - 08.2023
Associate's - Automotive Technology
Westwood College of Technology
High School Diploma - undefined
Horizon High School
Honda Master Technician -
Honda Technical Training Center
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