Summary
Overview
Work History
Education
Skills
Accomplishments
LANGUAGE
Hobbies and Interests
CORE COMPETENCIES
Service Manager of the Year 2023
Timeline
Generic

Anthony La Pierre

Summary

Hardworking, proactive, and high-performing automotive industry expert, with both mechanical and business credentials. Service Department Manager, skilled in growing revenue, retaining customers and improving business processes. Equipped through hands-on experience with developing and leading 64 staff and a practical understanding of how to apply personal skills and management experience in order to grow the business. Enjoys leading high performing teams and positively contributing to business outcomes, whilst ensuring high-level customer expectations are met and or exceeded.

Overview

18
18
years of professional experience

Work History

Service Manager

Mercedes-Benz Berwick
01.2021 - Current
  • Management of Service Department, ensuring the department operates in an efficient and profitable manner, whilst achieving OES Standards.
  • Maximise growth opportunities while not compromising customer retention and satisfaction or the professional image of Mercedes-Benz Berwick.
  • Management of the Service staff, in order to meet budget targets, while providing efficient and competent service to ensure the professional image of Mercedes-Benz Berwick is maintained.
  • Lead staff by example in terms of work practices, ethics and general conduct.
  • Organise staffing levels during times of sick leave & annual leave including Saturday roster. Manage complaint resolution by customers & immediate staff.
  • Ensure employees in areas of accountability are compliant with Mercedes-Benz Berwick policies and procedures.
  • Liaise with MBauP representatives in relation to complaint resolution and follow-up and work with technical department in relation to CLB & Eskulab resolution.
  • Key Achievement
  • National Service Manager of the year 2022
  • Circle of excellence award 2022
  • Workshop Process Consulting accreditation 2021

Assistant Service Manager

Mercedes-Benz Berwick
01.2019 - 01.2021
  • This role is responsible for supporting the Service Manager and the Aftersales Manager with the effective management of the Service Department front of house operations, both externally and internally to ensure the smooth operation of the department.
  • This role requires service advising whilst supporting the achievement of budget targets for unit and profit, through the motivation of service front of house staff and through forming relationships between both existing and potential customers.
  • Specific responsibilities include service advising, driving labour sales growth and customer service OES, involved with introducing and monitoring effective (WPC) workshop process consulting, maximising service department profitability without compromising customer service satisfaction or retention, always providing professional and timely service to external and internal customers to enhance the professional image of Mercedes-Benz Berwick.
  • Focus on retail sales by way of monitoring appointments, follow-up no shows, checking for internal work opportunities, ensuring service phone calls are answered in a timely manner. Constantly monitor car park availability. Manage loan car availability and changeover.

AMG Service Advisor

Mercedes-Benz Berwick
01.2017 - 01.2019
  • Build rapport and relationships with existing and potential customers with the aim of growing both the Service Department revenue & customer awareness of other dealership services & products.
  • Ensure that all technical fault rectification is communicated to customers in a manner which can be easily understood & ensure that after servicing vehicles have been cleaned prior to customer collection.
  • Always maintaining company reputation and credibility through ethical practices & procedures when dealing with customers.

Service Advisor

Mercedes-Benz Toorak & Brighton
01.2013 - 01.2017
  • Generate financial growth by means of labour and parts sales.
  • Provide excellent after-sales support to all dealership customers in a polite, friendly & professional manner equal to that expected to maintain the professional image of Mercedes-Benz.
  • Book customer service orders using dealership booking software, achieving challenging time and cost restraints with consideration of workshop capability & staff rostering while at times maintaining consistently high levels of customer satisfaction & retention and not compromising customer service.

Automotive Technician

Mercedes-Benz Melbourne
01.2008 - 01.2013
  • Service and repair all Mercedes-Benz vehicles consistent with the standards and procedures of Mercedes-Benz.
  • Perform maintenance, fault diagnosis, mechanical and electrical rectification and accessory/component installation on various vehicles and equipment.

Education

Mercedes-Benz Certified Management Training -

MBauP Training Academy
01.2023

Mercedes-Benz Certified Service Advisor Training - undefined

MBauP Training Academy
01.2014

Mercedes-Benz Light Vehicle Automotive Certification - undefined

MBauP Training Academy
01.2012

Cert III in Light Vehicle Automotive Technology - undefined

Kangan Institute
01.2012

Skills

  • Customer Centric
  • Customer service management
  • Goal oriented
  • KPI monitoring
  • Business Optimisation
  • Clear Communication
  • Process Development
  • Team Development and Leadership
  • Conflict Resolution
  • Positive attitude
  • Multitasking and organization
  • Critical thinking

Accomplishments

Achieved Service Manger of the Year 2023 by achieving highest national KPI's.

LANGUAGE

English

Hobbies and Interests

Automotive, Basketball, AFL

CORE COMPETENCIES

  • Encourage innovation – Inspire and encourage my team of new ways to approach a challenge.
  • Keen sense of professionalism, proactive nature and ensure the completion of all assigned responsibilities in a timely, safe, and quality assured manner.
  • Valuing diversity – recognise and leverage the diverse perspectives and talents of my team.
  • Ability to adapt to high pressured environments whilst offering dedication, flexibility, and commitment to the skilled team.
  • Identify what motivates my team and focus on feedback in their strengths, recognising weaknesses and working on support and development.

Service Manager of the Year 2023

2023

Timeline

Service Manager

Mercedes-Benz Berwick
01.2021 - Current

Assistant Service Manager

Mercedes-Benz Berwick
01.2019 - 01.2021

AMG Service Advisor

Mercedes-Benz Berwick
01.2017 - 01.2019

Service Advisor

Mercedes-Benz Toorak & Brighton
01.2013 - 01.2017

Automotive Technician

Mercedes-Benz Melbourne
01.2008 - 01.2013

Mercedes-Benz Certified Service Advisor Training - undefined

MBauP Training Academy

Mercedes-Benz Light Vehicle Automotive Certification - undefined

MBauP Training Academy

Cert III in Light Vehicle Automotive Technology - undefined

Kangan Institute

Mercedes-Benz Certified Management Training -

MBauP Training Academy
Anthony La Pierre