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Training & Mentoring ~ Feedback ~ Leadership
Project & Program Management ~ Customer Service Excellence
Offer 10 years experience in delivering high-level automotive diagnostic support.
Possess vast technical knowledge of automotive components and systems encompassing electrical, motor control, PLC, fluid power, mechanical, failure analysis, and robotics.
Highly skilled at connecting with and supervising people from diverse cultures and backgrounds.
Exemplary mechanical, supervisory, strategic planning, and managerial expertise.
Adept at developing, motivating, coordinating, and leading unified, customer-oriented, and quality-focused teams.
Able to anticipate and promptly resolve problems to avoid negative impact on operations, quality, and cost.
Display a collaborative work ethic and a superior level of focus and initiative.
Hyundai Motors America, Fountain Valley, CA, 2007 to Present
Manager, Special Service Tools , FAST & National Service Garage 2014 to Present
Spearhead Field Access to Service Technology (FAST) program, and concurrently oversee design, layout, and equipment installation of National Training Centers and National Service Garage.
Directly work with NASTF to swiftly resolve Hyundai-related complaints.
Cost-effectively administer multimillion dollar budget for acquisition and distribution of Special Service Tools.
Validate, test, and research potential tools for inclusion in Special Service Tool program.
Generate forecasts, evaluate and select vendors, closely monitor supplier quality, and ensure service repairs are performed correctly.
Collaboratively create tools and equipment which enable dealers to accurately and efficiently diagnose and service customer vehicles.
Orchestrate regional training equipment and tool procurement, including coordinating budget-compliant and timely delivery and installation.
Monitor billing for dealers and vendors, supervise customer service operations, and perform strategic planning for National Service Garage to achieve revenue targets.
Apply solid managerial skills toward coaching, counseling, mentoring, motivating, and evaluating performance of Technical Operations Specialists.
Promoted from initial roles as Assistant Manager, Special Service Tools (2012 to 2014) and Assistant Manager, Techline Assistance (2011 to 2012).
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Volt Workforce Solutions (Hyundai Motor America), 2006 to 2007
Administrator, Techline Assistance
Provided highly knowledgeable technical service and diagnostic guidance via telephone to Hyundai dealers and field technicians to rectify broad-based automotive malfunctions.
ATK North America, Santa Ana, CA, 2005 to 2006
Diagnostic Technician / Claims Adjuster / Legal Dispute Resolution
Analyzed and diagnosed engine performance issues via telephone, and contributed to maintaining outstanding customer relations by handling escalated calls, adjusting claims, and negotiating legal settlements.
Snap-On Diagnostics/ADS, Garden Grove, CA, 2000 to 2004
Diagnostic Technician Supervisor 2001 to 2004
Applied dynamic leadership talents toward supervising, coaching, and mentoring automotive hotline technicians in diagnosing technical issues for numerous automotive makes and models.
Prepared, organized, and delivered comprehensive training to new hires.
Identified and documented emerging diagnostic trends to anticipate and effectively respond to customer issues.
Meticulously tracked technician time and attendance to control labor expenses, and held accountability for ensuring staff aligned with performance expectations.
Diagnostic Technician 2000 to 2001
Methodically identified and inputted technical trends, repair conditions, and relevant diagnostic information in company database.
Troubleshot and proficiently diagnosed multiple makes and models of vehicles via telephone for Snap-On Tech-Center, CarQuest Tele-Diagnostics, Shell Auto Care, and Automotive Data Solutions.
As Team Lead for Mitchell Repair Product Support, handled incoming calls for Mitchell and Shop Key products, assisted field representatives in delivering product presentations, and tactfully mediated customer claims to maximize satisfaction.
Additional experience includes role as Technical Communications Representative at KIA Motor Cars America, Irvine, CA.
Associate of Arts in Management (in progress)
Golden West College, Huntington Beach, CA
Member of Automotive Technology Advisory Committee
ASE Certified Master Automotive Technician
ASE Certified L-1 Advanced Engine Performance
ASE Certified G1 Auto Maintenance and Light Repair
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