Steve Mendoza

• Serve as the primary liaison between clients and the service department, delivering an exceptional customer experience consistent with the Mercedes-Benz brand.
• Accurately document vehicle concerns, communicate technical information in a clear and customer-friendly manner, and provide status updates throughout the service process.
• Conduct vehicle walk-arounds and consultations to assess client concerns and ensure complete and accurate repair orders.
• Collaborate with technicians to identify vehicle issues, explain diagnostic results, and recommend appropriate repair or maintenance services.
• Educate clients on required and preventative maintenance, warranty coverage, and service promotions, ensuring transparency and trust.
• Maintain high CSI (Customer Satisfaction Index) scores through proactive communication, professionalism, and personalized service.
• Coordinate scheduling, parts availability, and timely completion of service, ensuring minimal inconvenience to clients.
• Utilize dealership systems (e.g., CDK, Xtime) to manage appointments, track repairs, and process payments efficiently.

• Acted as a trusted advisor to customers by clearly explaining vehicle service needs, ensuring a smooth and professional experience aligned with the Norm Reeves Auto Group’s commitment to customer satisfaction.
• Performed detailed write-ups of customer concerns and coordinated repair orders based on technician diagnostics and manufacturer guidelines.
• Conducted vehicle walk-arounds, gathered detailed information from clients, and ensured accurate documentation of symptoms and service history.
• Provided transparent explanations of recommended repairs, maintenance schedules, warranty coverage, and cost estimates to help customers make informed decisions.
• Collaborated with service technicians and parts personnel to expedite repair timelines and maintain efficient workflow in a high-volume service environment.
• Maintained strong CSI (Customer Satisfaction Index) ratings through proactive communication, follow-up calls, and consistent customer service excellence.
• Managed daily appointment scheduling using dealership systems (e.g., Reynolds & Reynolds, Xtime), ensuring optimal time management and shop productivity.
• Promoted additional services and preventative maintenance based on vehicle condition and mileage, contributing to increased service department revenue.

Master Technician

• Performed advanced diagnostics, troubleshooting, and repair of complex vehicle systems, specializing in engine and transmission replacement, electrical issues, and drivability concerns.
• Recognized as a Master Technician by Honda, with deep knowledge of manufacturer systems, tools (e.g., i-HDS, HondaLink), and repair procedures..
• Executed heavy line repairs including complete engine and transmission overhauls, timing belt jobs, and powertrain replacements on both gas and hybrid models.
• Maintained high levels of repair accuracy and efficiency in a fast-paced environment, consistently meeting or exceeding flat-rate performance standards.
• Communicated directly with service advisors to assist in accurate diagnostics, repair explanations, and customer satisfaction.
• Ensured compliance with Honda warranty guidelines and documentation procedures, contributing to reduced claim rejections and faster repair authorizations.
• Contributed to maintaining shop cleanliness, safety compliance, and continuous improvement of processes and technician performance.

• Began career as a Line Technician, performing routine maintenance, brake jobs, tire rotations, and basic mechanical repairs.
• Quickly advanced skillset through hands-on experience and factory training, leading to Honda Master Technician certification in November 2013.
• Diagnosed complex drivability issues, electrical faults, and performed in-depth troubleshooting using Honda’s diagnostic systems (e.g., i-HDS, HondaLink).
• Performed heavy-line repairs including complete engine replacements, transmission overhauls, timing jobs, hybrid system repairs, and more.
• Promoted to Team Leader, responsible for supervising and mentoring a group of technicians to ensure high-quality repairs, shop efficiency, and compliance with manufacturer standards.
• Worked closely with service advisors to provide accurate diagnostics and repair recommendations, improving customer communication and satisfaction.
• Maintained detailed repair documentation and followed all Honda warranty processes to ensure proper claims and accountability.
• Committed to continuous learning through Honda factory training and staying up to date on the latest automotive technology and service procedures.