Mark Gonzalez

Fixed operations executive with more than 30 years of automotive dealership experience, including over 20 years in service management and director-level leadership. Proven record leading complex, multi-department operations; producing up to $4.5 million in annual gross; increasing technician productivity; elevating CSI; and developing high-performing teams across domestic and import brands.

Service Director at Basil Automotive Group (2026-04 – Present)

Volkswagen operation; supporting development and opening of a new Mazda location.

• Direct fixed operations for a Volkswagen service department with two service advisors and eight technicians.
• Lead department profitability, KPI performance, workflow, team development, customer satisfaction, and process execution.
• Contribute to planning and operational development for the group's new Mazda service location.

Service Manager at Towne Automotive Group (2023-05 – 2026-04)

Leadership responsibility across Chevrolet and Ford operations.

• Led a Ford service department with three advisors and 13 technicians while overseeing a Quick Lane staffed by one manager, two advisors, and eight technicians.
• Managed a combined 27-person service and Quick Lane operation producing approximately $2.8 million-$3.0 million in annual gross.
• Increased technician productivity to 130% through coaching, process improvement, and stronger performance accountability.
• Improved labor sales, workflow efficiency, and customer satisfaction.

Service Director at West Herr Automotive Group (2007-06 – 2023-05)

Progressive leadership across Saturn, Subaru, Toyota, Ford, and Chrysler-Dodge-Jeep-Ram operations.

• Earned the Ford President's Award for five consecutive years and received the Toyota Service Excellence Award.
• Directed a Ford operation with one service manager, four advisors, 12 main-shop technicians, four truck technicians, and a Quick Lane with its own manager, two advisors, and eight technicians.
• Led the Ford service organization to approximately $3.0 million-$4.0 million in annual gross.
• Directed a multifaceted CDJR operation encompassing the main shop, used-vehicle reconditioning, fleet service, towing, and vehicle transportation.
• Led the CDJR main shop with three advisors, two assistant advisor/greeters, and 11 technicians; the reconditioning center with one advisor and four technicians; and fleet service with one advisor and four technicians.
• Oversaw two towing and vehicle-transport drivers while leading an approximately 28-person combined operation generating $4.0 million-$4.5 million in annual gross.
• Delivered 20% record business growth, achieved the highest CSI in the district, and earned Top Tire Dealer recognition for four consecutive months.
• Managed staffing, budgeting, KPIs, profitability, customer experience, and strategic operating initiatives.

Service Manager (2002 – 2007)

Service Advisor (1990 – 2002)

– Hamburg High School