Ken Fricker
Edmonton,AB
Overview
27
27
years of professional experience
Work History
Service Manager
Vison Rv
Edmonton, Alberta
03.2024 - Current
Service Manager
Yellowknife Motors
Yellowknife, Northwest Territories
08.2023 - 03.2024
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Pitched in to complete various duties during peak periods or employee absences.
Service Manager
Penticton Honda
Penticton, BC
04.2022 - 08.2023
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Adhered to customer service standards to foster satisfaction and retention.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
- Created employee work schedules to keep shifts properly staffed.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Reviewed completed work to verify consistency, quality and conformance.
Service Manager
Revolution Ford
High Prairie, Alberta
08.2021 - 01.2022
- Prepared staff work schedules and assigned team members to specific duties.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Fixed Operations Manager
Legacy Dodge
Fort McMurray, Alberta
08.2016 - 04.2021
- Opened an offsite location to handle commercial and fleet customers.
- Marketing the new fleet shop and built a solid customer base that exceeded financial expectations in less than three months.
- Marketed the main dealership to increase parts and service volume.
- Active in the community to increase the dealership reputation.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
- Managed pre-inspections, site supervision, site measurements, scheduling and equipment management.
Fixed Operations Manager
Hanna Chrysler
Hanna, Alberta
10.2015 - 08.2016
- Developed and managed annual operating budgets and forecasts for the fixed operations department.
- Reduced aged inventory in the parts department.
- Implemented a more efficient shipping and receiving area.
-
Designed and implemented a new service drive through.
Assistant Service Manager
Varsity Chrysler
Calgary, Alberta
03.2015 - 10.2015
- Oversaw the day to day activities of the service department.
- Ensured that customer expectations were met and concerns were resolved.
- Ensured daily financial goals were met in an ethical manner.
- Dispatched and booked work orders.
- Monitored technicians productivity and efficiency.
- Monitored Service Adviser daily activities.
Assistant Service Manager, Service Manager
Northstar Ford Lincoln SVT
Fort McMurray, Alberta
11.2010 - 03.2015
- Oversaw the day to day activities of the service department.
- Resolved customer concerns
- Prepared and submit daily reports to upper management and dealer principal.
- Ensured that Ford warranty policies are adhered to.
- Dispatched and booked of work orders
- Review technicians estimates and adjust as required.
- Flat rated and submitted warranty claims.
- Prepared and submitted warranty prior approvals.
- Monitored technicians productivity and efficiency.
- Monitored service adviser daily activities.
Branch Manager
SMS Rents
North Bay, Ontario
02.2007 - 09.2010
- Responsible for multi million dollar budget.
- Managed current inventory of rental equipment valued at over 4 million dollars.
- Ensured sales and profit targets were met.
- Ensured payroll was accurate and up to date.
- Responsible for hiring and training of new employees.
- Ensured the shop ran in a safe and efficient manner.
- Challenged sales staff to increase revenues.
- Ensured that all equipment was safe and reliable.
- Resolved customer complaints.
- Negotiated with suppliers to ensure contract pricing was met.
- Negotiated pricing on new equipment purchases.
- Ensured that all company policies were followed.
Service Coordinator
RHM Equipment/Miller Technology
North Bay, Ontario
05.2006 - 02.2007
- Front line customer service and support.
- Offered advice for customers mechanical problems.
- Provided job estimates.
- Handled equipment rentals.
- Assigned jobs to mechanics and tracked progress.
Service Adviser
Sturgeon Sturgeon Falls Auto Sports and Marine
Sturgeon Falls, Ontario
05.2005 - 05.2006
- Front line customer service and support.
- Offered advice for customers mechanical problems.
- Maintained contact and kept customers informed about issues and progress of work completed.
- Created work orders and assigned jobs to mechanics.
- Ensured that mechanics completed jobs in a timely manner.
- Completed invoices and warranty claims.
Customer Sales and Service Representative
Air Canada Jazz
Timmins, Ontario
05.1997 - 01.2005
- Passenger ticket sales and air cargo sales.
- Maintained communications with aircraft, security, and ground crews to ensure safe flight operations.
- Ensured that Government and company policies are adhered to.
Education
West Ferris Secondary School
1992
Skills
- Procedure development
- Analytical
- Personable
- Dedicated
- Team building
- Multi-site operations
- Staff retention
- Relationship building
- Motivating
- Budget Building
Timeline
Service Manager
Vison Rv
03.2024 - Current
Service Manager
Yellowknife Motors
08.2023 - 03.2024
Service Manager
Penticton Honda
04.2022 - 08.2023
Service Manager
Revolution Ford
08.2021 - 01.2022
Fixed Operations Manager
Legacy Dodge
08.2016 - 04.2021
Fixed Operations Manager
Hanna Chrysler
10.2015 - 08.2016
Assistant Service Manager
Varsity Chrysler
03.2015 - 10.2015
Assistant Service Manager, Service Manager
Northstar Ford Lincoln SVT
11.2010 - 03.2015
Branch Manager
SMS Rents
02.2007 - 09.2010
Service Coordinator
RHM Equipment/Miller Technology
05.2006 - 02.2007
Service Adviser
Sturgeon Sturgeon Falls Auto Sports and Marine
05.2005 - 05.2006
Customer Sales and Service Representative
Air Canada Jazz
05.1997 - 01.2005
West Ferris Secondary School