Daniel Joseph Lusk
Summary
A successful Customer-focused professional with over twenty five years career in the Automotive sector. Dynamic. successful applying knowledge and streamlining in a busy business environment.
Overview
47
47
years of professional experience
Work History
Workshop Controller / Service Adviser
Grand Motors Toyota
11.2023 - Current
- Led process improvement initiatives that resulted in increased operational efficiency and reduced overhead costs.
- Coordinated closely with other departments to ensure seamless workflow integration between the workshop, sales, and administrative teams.
- Enhanced workshop efficiency by implementing effective scheduling and resource allocation strategies.
- Delivered prompt service to prioritize customer needs.
- Conducted thorough walk-around inspections to accurately assess vehicle condition before initiating services or repairs.
Service Manager
Black Toyota Roma and Chinchilla Branch
03.2016 - 07.2023
- Managing a busy service department
- 30 – 35 repair orders per day
- 14 Technicians, one Workshop Controller, Two Service Advisors and Two Detailers
- Managing the team to ensure department meets and exceeds KPI's and GP and controlling spending to also return a good Net Profit
- Managing staff levels, interviewing new staff when required and disciplining staff that are not conforming to company polices
- Monitoring all activities in Service Department from appointments to post service follow up
- Maintaining all workshop equipment in good working order and within WH & S standards
- Ordering and maintaining correct level of oil stocks and supplies for workshop
- Responsible for all audits completed by Toyota Australia, Queensland Transport and Arctic
- Handling and resolving complaints from customers when required
- Responsible for reporting the Group Service Manager, Branch Manager, General Manager and Accountant
- Completing all monthly reports on time every month
- Managing booking to maintain high levels of Productivity and Efficiencies
- Checking premises is locked and secure at the end of business
- All cars stored correctly, and keys removed and lock in safe.
Assistant Service Manager
Mudgee Toyota
04.2014 - 02.2016
- Working closely with Service Manager 10 Technicians and Management team to ensure the workshop is run efficiently, profitable, and maintaining high CSI levels and customer retention
- Ensuring that workshop equipment, loan cars, oil stocks are maintained and repaired or serviced as needed
- Assisting the Service Manger with hiring new staff members, hiring apprentices, technicians, and vehicle detailers to carry out repairs and servicing of customers vehicles
- Carry out senior service advisor role and preparing job cards for costing-by-costing clerk
- Taking phone calls and bookings and allocating time in DMS booking for repairs
- Monitoring booking to make service department productive and maximise efficiency
- Meeting and greeting customers with vehicle issues
- Road testing with customers to confirm any abnormal issues with their vehicles
- Diagnosing repairs to vehicles with Toyota Scan tool and carrying smaller repairs to vehicles when required
- Advising technicians of customer reported symptoms and recommending checks needed and diagnostic codes found on initial testing of vehicles to streamline repair processes
- Follow up on part orders for repairs and rebooking customers back in the complete all repairs
- Processing TSA service plan claims, recall campaigns and ensuring all parts are pre picked the day before the appointment
- Monitoring open repair orders to minimize carry over repair orders at the end of month
- Check premises are secure at close of business and all vehicles and keys have been secured also
- Stepping in and taking on role of workshop controller, service advisor and service manager's role when they were on planned or emergency leave
Assistant Service Manager
Peter Kittle Motor Company
01.2013 - 03.2014
- Assisting Service Manager to run busy Toyota Nissan service department with 17 staff members
- Acting as Service Manager when Service Manager is off site or away from dealership
- Responsible for all service advisor's performance and ensuring all repair orders are processed daily and are accurate
- Responsible for service department meeting CSI targets set by Toyota and Nissan
- Working with Tune computer system, department processing 40 - 60 repair orders a day
- Responsible for the smooth day to day running of complete service department, making sure staff are working productively and premises are kept in a very high standard with cleanliness and keep health and safety requirements at a high level
- Directing and mentoring staff when required
- Responsible for monitoring open repair orders and repair orders waiting for parts to arrive
- Responsible for repairs to be finished on time and fix it right first time with assistance and working closely with workshop controller and foreman
- Responsible for security of dealership and service department vehicles and keys
- Reporting to management any improvements or recommendations that will increase productivity, KPI's and department profits.
Service Advisor
Grand Motors Prestige (Mercedes Benz)
06.2012 - 12.2012
- All service advisor duties from bookings to collection of payment at vehicle pick up
- Complaint handling and ensuring Prestige customer's needs are met and vehicles are ready on time
- Working with many staff within the Dealership
- Processing 10-15 repair orders a day, checking and ordering parts as necessary for ongoing repairs
- Using Reynolds and Reynolds computer system and reporting to the Service Manager.
Service Advisor
Grand Motors Toyota
02.2010 - 06.2012
- All service advisor duties from bookings to collection of payment at vehicle pick up
- Complaint handling and ensuring customers needs are meet and vehicles are ready on time
- Working at the largest Toyota Dealership on the Gold Coast with many staff
- Processing 20-25 repair orders a day checking and ordering parts as necessary for ongoing repairs
- Using Reynolds and Reynolds computer system and reporting to the Service Manager.
Mobile Mechanic
Self Employed
03.2009 - 12.2009
- Working from home and as a mobile mechanic
- Carrying out general car repairs and servicing all makes and models for retail customers
- Buying and selling cars that needing mechanical and paint repairs
- Repairing these cars, myself for resale
- All profits made went back into the business.
Service Advisor
Hinterland Toyota
07.2008 - 03.2009
- Caring for customers needs in a large Toyota franchise dealership and working with another two service advisors and 25 automotive technicians
- Reporting to the Service Manager
- Processing 15 to 25 customers per day
- Taking care of customer from reception at arrival, monitor repairs during the day, including updating customers and quoting any extra work needed and collecting payment when repairs are complete
- Use of Reynolds and Reynolds computer system.
Automotive Technician
Von Bibra, Tweed Heads
01.2005 - 01.2008
- Working in a large multi franchise dealership consisting of Holden, Honda, Kia, Suzuki, and Daewoo vehicles
- Carrying out warranty repairs, diagnosing faults and servicing on all five makes of vehicles
- Working in a team of twenty technicians
- My main role there was assessing, quoting, and reconditioning the used car fleet as they were traded
- This included assessing the vehicle and getting quotes for panel & paint, windscreen replacements, paint-less dent repairs, upholstery repairs
- Quoting and repairing all mechanical repairs required including tires, wheel alignments, windscreen chip repairs, alloy wheel repair as necessary to bring vehicles up to a good standard for resale
- I also carried out any warranty work required.
Automotive Technician
Kirra Vehicle Services
01.2004 - 01.2005
- General mechanical repairs and servicing a large range of different makes and models
- Carrying out Roadworthy repairs, engine swaps, transmission removal and replacement, brake and clutch replacement and repairs
- Also head gasket replacement and engine overhauls
- Carrying out full servicing requirements on new and older vehicles
- Diagnosing faults and recommending repairs as needed
- Working in a small team of four mechanics and owner.
Service Manager
Manukau City Toyota
01.1999 - 01.2003
- Full operational control of Service and Parts department with a total staffing level of 15
- Costing, client booking and related administration: Receives, quotes and books clients incoming service calls schedules all service department work allocating to technician team and monitors completion; customer relations / follow up and Departmental growth ordering stock control, payment and approval of all service department consumables, Monitoring and final costing of time, consumables, allocation to each job; Computer inquiry for job/ client history, parts pricing generation of repair orders and final job releases; closes and secure Service Department at end of day; responsible for staff recruitment / training and motivation.
Foreman - Service Advisor
Derbyshire (Toyota) Motor Group
01.1988 - 01.1999
- Responsible for all operations and scheduling costing, client booking related administration receives quotes and books clients incoming service calls schedules all service department work allocating to technician team and monitors completion
- Diagnosis & troubleshooting of difficult or irregular vehicle problems; Ordering, stock controls, payment & approval of all service department and consumables
- Monitoring and final costing of time, consumables, allocation to each job
- Computer inquiry for job/ client history, parts pricing generation of repair orders and final job releases; closes and secures Service Department at end of day; supports Service Manager with service, staff recruitment, training, and motivation.
Automotive Engineer
College Motors
01.1978 - 01.1988
- Commenced and completed Automotive Engineering Trade Qualification duties during and following Trade completion including Automotive service and repair, all makes
- Engine Transmission and some electrical work; CNG and LPG conversions and installations including one-off fabricating engineering work-welding, cutting etc; Forecourt casual customer service and sales Acting Workshop Manager over last 3 years for periods of time.
Welder and Machine Cutter
Aro Brothers and Newport
01.1977 - 01.1978
- Welding and machine cutting
- Medium to heavy engineering fabricating tow bars and bull bars.
Education
School Cert Level -
Penrose High School
Trade Certificate –Automotive Engineering
QLD Roadworthy Inspectors Licence -
Transport Main Roads
Queensland Government04.2017
Certified Service Adviser - Service Adviser
Toyota Australia
Toyota Australia02.2008
Skills
- Technical knowledge
- Staff Management
- Staff Development
- Employee Coaching and Mentoring
- Strong Work Ethic
- Workflow Management
- Customer Retention
- Warranty Claims
- Product Knowledge
Toyota Nz Training
- Master Service Advisor
- Service Advisor (stage one)
- Air Bag Training
- Emission Control Systems
- New Model Update Courses
- Customer Handling Skills
- Extra Care Warranty Training
Toyota Australia
- TSA1 Certified Service Advisor, 01/19/12
- Managing The Service department, 10/21/14
- Toyota For Life seminar, 05/02/15, 2016, 2017, 2018
- New Model Hilux and Prado training, 09/08/15
- Toyota Service Management training, 2016, 2022
- Customer Handling Skills, 2016, 2017
- Master Technician Common Rail Diesel Systems, 10/02/15
Other Education
- Warrant of Fitness
- Approved Road worthy examiner
- Electronic Fuel Injection Training
- Queensland Roadworthy: QLD roadworthy Licence holder
Health
Excellent – None-smoker. Fully vaccinated for Covid 19.
Personal Information
- Date of Birth: 01/26/62
- Nationality: New Zealand
References
- Jamie McCaw, Black Toyota, Ex Service Manager, +64272138683
- Craig McGrath, Mudgee Toyota, Service manager, 30 Burrundulla Ave, Mudgee, NSW, 02 6372 1799, Service.mudgee@mudgeetoyota.com.au
- Richard Dajka, Dutton’s Automotive Group, Group Service Manager, Mt Barker, Adelaide, 08 8393 8310, 0439508434, rdajka@duttons.com.au
- Peter Signorini, Grand Motors Toyota, 265 Ferry Road, Southport, Gold Coast, 07 5583 6888
Hobbies and Interests
Classic cars, motor sports, drag racing. Armature Golf player. Football and Rugby.
Timeline
Workshop Controller / Service Adviser
Grand Motors Toyota
11.2023 - Current
Service Manager
Black Toyota Roma and Chinchilla Branch
03.2016 - 07.2023
Assistant Service Manager
Mudgee Toyota
04.2014 - 02.2016
Assistant Service Manager
Peter Kittle Motor Company
01.2013 - 03.2014
Service Advisor
Grand Motors Prestige (Mercedes Benz)
06.2012 - 12.2012
Service Advisor
Grand Motors Toyota
02.2010 - 06.2012
Mobile Mechanic
Self Employed
03.2009 - 12.2009
Service Advisor
Hinterland Toyota
07.2008 - 03.2009
Automotive Technician
Von Bibra, Tweed Heads
01.2005 - 01.2008
Automotive Technician
Kirra Vehicle Services
01.2004 - 01.2005
Service Manager
Manukau City Toyota
01.1999 - 01.2003
Foreman - Service Advisor
Derbyshire (Toyota) Motor Group
01.1988 - 01.1999
Automotive Engineer
College Motors
01.1978 - 01.1988
Welder and Machine Cutter
Aro Brothers and Newport
01.1977 - 01.1978
School Cert Level -
Penrose High School
Trade Certificate –Automotive Engineering
QLD Roadworthy Inspectors Licence -
Transport Main Roads
Certified Service Adviser - Service Adviser
Toyota Australia
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