Baltimore Manager Suggests Using Training, Education To Guide You
Lee Ferguson, of Koons in Owings Mills, was recently promoted from a service advisor to master-certified service manager for Volvo and a master-certified senior elite service manager for Kia. With 29 years of experience in the automotive business industry, Ferguson has many accomplishments. He led the Koons service department into winning the President's Award three times, and was one of 50 advisors in the nation to win the Gold Medallion Elite award for service excellence. He also worked as a consultant for Automotive Training Institute and received formal acknowledgment for excellent customer service in the state of Maryland from former Sen. Verna Jones-Rodwell and the General Assembly of Maryland.
Ferguson has an associate degree in general studies from Harford Community College and holds certifications from Ford as a master service advisor, master service manager, master commercial service manager and warranty administrator.
What are the responsibilities in your new role?
"To oversee and maintain the operations of the service department and its direct affiliates. I am responsible for every customer that we serve and the people who serve them."
What is your favorite part about your daily duties?
"The satisfaction I feel when a challenge has been overcome, when my team of advisors or technicians comes together to solve an issue. This validates all the decisions, no matter how small, that I have made to further the department in a positive direction."
How has your education and training prepared you for your current role?
"Through the years, I have learned we are in a constant state of learning that will contribute to our success if we open up and allow the information to guide us. My past experience in the classroom has prepared me to prioritize necessary information and recall it when needed."
What do you do to continue your education?
"Kia and Volvo have both online and in-dealership training throughout the year in order to keep our certifications up-to-date. Off-site training must be completed in order to move forward with current certifications. Finally, I have fixed operations meetings once a month with our director of fixed operations for Jim Koons Automotive."
Do you have any advice for others looking to enter this field?
"Working in an automotive service department has a variety of formidable challenges that demand highly trained technicians and mentally strong customer service representatives. The demand for excellence has never been higher, and customer service representatives must display a combination of technical knowledge and mental sharpness with an emphasis on selling skills. My advice to anyone interested in this field is to make sure you are doing what you love. Let training and education be your guidance into this challenging but rewarding career."
Laura Catherine Hermoza has a lifelong love for writing. In addition to serving as a contributor to various media publications, she is also a published novelist of several books and works as a proofreader/editor. LC resides in Baltimore County.