Alexander Crichlow

Supervisor Service Reception | Assistant Service Manager | Service Manager

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George Town, Cayman Islands

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Timeline
About me
Regional Aftersales Manager | Certified Mercedes-Benz Manager | Strategy and Operations Leader | Making a Difference with Endless Possibilities and Excellent Service
Education
- Samuel Jackman Institute of Technology
  -
  Diploma Automotive Engineering
  City and Guilds of London Institute I, Distinction, 1992City and Guilds of London Institute II, 1995City and Guilds of London Institute III, Advance Diploma, 2000
Experience
- Simpson Motors Ltd
  Oct 1993 - Oct 2010
  Supervisor Service Reception | Assistant Service Manager | Service Manager
  - Oversaw the daily operations and scheduling of the service department.- Collaborated with dealers and maximized sale opportunities, decreasing annual supply costs by approximately 20%.- Formulated organizational goals and objectives, exceeding the strategic plan with a success rate of approximately 99%.- Facilitated the recruitment and onboarding process of new hires and maintained high employee morale with effective leadership techniques.- Prepared and administered an annual operating budget for the service department.- Conducted training needs assessment and executed technical training sessions when necessary.Key Achievements* Increased profitability of the service department through the implementation of service strategies which improved the level of service quality.* Promoted from Apprentice and Mechanic to Service Manager within the time of employment. Show less
- Mercedes-AMG GmbH
  Jan 1995 - Jan 1996
  Intern
- Forde's Auto Service Ltd
  Oct 2010 - May 2011
  Operations Manager
  - Spearheaded the delegation of tasks, performance appraisals, and departmental planning.- Maintained harmonious interdepartmental relationships, improving the turnaround time for car delivery and service requests by 18%.- Established customer-service standards through professional engagement, exceeding customers' expectations.
- Interamericana Trading Corporation
  Jun 2011 - Dec 2022
  Regional Service Manager | Regional Parts & Service Manager | Regional Aftersales Manager
  - Formulates strategic plans by improving aftersales support within the region; forecasts and achieves annual financial budgets.- Implements competitive advantage strategies, achieving financial targets by periodically reviewing and adjusting prices of dealer parts.- Conducts KPI analysis against dealers' annual targets and develops monthly analytical reports on achievements.- Utilizes customer relationship management (CRM) tools to streamline the customer experience process, increasing customer satisfaction by approximately 21%.- Collaborates with the Regional Service Manager to create detailed training plans, consistently meeting the manufacturer's specifications.- Engages in aftersales performance discussions and negotiation strategies with dealers and manufacturers, maintaining high-quality service. Key Achievements* Increased revenue and sales by meeting and exceeding departmental KPIs consistently.* Supported Star Cooperation with the implementation of Workshop Process Consultancy (WPC) within Jamaica for Suzuki and Mercedes. Show less
- Car City Cayman
  Dec 2022 - now
  Service Manager
Licenses & Certifications
- Cayenne Introduction
  Porsche Training Centre, Atlanta
  Jan 2003
- 45EFE Operation and Diagnosis
  Chrysler Training Centre, Puerto Rico
  Jan 2002
- 45RFE Transmission Repair
  Chrysler Training Centre, Puerto Rico
  Jan 2002
- Basic and Advanced DRBE 111
  Chrysler Training Centre, Puerto Rico
  Jan 2002
- Repair Engines Boxster, 911 Carrera and 911 Turbo
  Porsche Training Centre, Atlanta
  Jan 2002
- Service Boxster, 911 Carrera and 911 Turbo Engines
  Porsche Training Centre, Atlanta
  Jan 2002
- Petrol Engines (ME)
  Euro Star Motors Ltd, Jamaica
  Jan 2001
- Certificate of Apprenticeship
  Barbados Vocational Training Board
  Jan 1995
- Practical Supervisory Management Certificate
  BIMAP - Barbados Institute of Management & Productivity
  Jan 2002
- Level I German Certificate
  Goethe-Institut Bonn
  Jan 1995