Frank Trocano

Results oriented Mercedes Benz services manager with over 40 years of experience in the automotive service environment. Diverse background in management and customer service dedicated in providing excellent service in excelling at customer satisfaction while maintaining client retention while continuously making operational and procedural improvements.

Bells Service Inc Service Manager, CDL Class B Licensure
Paramus, NJ
Oct 1998-Present
•Forecasts goals and objectives for the department and strives to meet them
•Trains, motivates, counsels, and monitors the performance of all service department staff
•Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations,such as hazardous waste disposal, OSHA Right-to-Know
•Understands and ensures compliance with manufacturer warranty and policy procedures
•Accounts for all documents; ensures none are missing and all are processed correctly
•Monitors technicians' daily productivity
•Monitors and follows up on parts orders to ensure availability
•Establishes and maintains good working relationships with customers to encourage repeat business
•Informs repair technicians of time allowances on each repair order
•Maintains high-quality service repairs and minimizes comebacks
•Conducts periodic spot checks of completed jobs for thoroughness and quality
•Directs and schedules the work of the employees
•Keeps abreast of new equipment and tools available and recommends purchases
•Ensures the proper care, storage, and inventory of special tools
•Ensures customers' service files are up-to-date and readily available for reference
•Ensures all customers are greeted and given fair estimates on costs and time required for repairs
•Prepares pricing guides and maintenance menus for frequent labor operations
•Handles customer complaints immediately
•Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service
•Facilitates and/or conducts training on proper techniques, policies, regulations, and best practices and recommendsemployees to appropriate training as needed
•Understands and follows work rules and procedures
•Follows all attendance and punctuality standards with adherences to timekeeping standards including recording timeof arrival, departure and all breaks for self and subordinates
•Upholds the company's non-disclosure and confidentiality policies and agreements
•Maintains a professional appearance and a neat work area for self and subordinates in accordance with companypolicy
•Other duties as assigned

Bells Service Inc
Master Automotive Technician (Class A)                                                                                                                                     Paramus, NJ
Oct 1988-Oct 1998 

•Works as a team member to support Service Department operations.

•Documents work orders to include: full description of repairs requested, completed and parts required.•Informs Supervisor/Adviser of unexpected delays of completion.

•Ensures all work is completed to manufacturer standards.

•Test drive vehicles and Interprets MB and related diagnostic equipment.

•Conducts routine service and preventive maintenance on all types of vehicles.

•Completed vehicle check lists and identifies areas of concern.•Completes new vehicle preparations.

•Removes and installs vehicle components. In accordance with MB standards.•Keep work areas clean and in accordance with standards of safety and the disposal of waste.•Ensure uniforms and PPE are worn correctly, at all required times.

•Continues education as a MB Systems Technician.

Benzel-Busch Motor Car Automotive Technician (Class B)                                                                                         Englewood, NJ
June 1985-Oct 1988 

• Complete system diagnostics and full automotive troubleshooting and testing                                                               

• Perform routine vehicle tune-ups and maintenance 

• Provide labor and time estimates for automotive repairs

 • Inspect and test new vehicles for necessary adjustments 

• Road-test vehicles to ensure quality work

 • Comply with company safety policies and procedures 

• Communicate directly with service advisors regarding the status of the service work 

• Continuously learn new technical information and techniques 

• Maintain an organized shop area

Bergen Community College
Associate Degree, Political Science / Automotive Technology                                                                                         Paramus, NJ
June 1985-Oct 1987