Bernie Rakow
Dealer Service Manager
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About
Experienced Service Manager with a proven track record in automotive dealership management across multiple OEM brands (Ford, Mahindra, BAIC, Mercedes Benz, Mitsubishi, FCA, Audi). Strong leadership and operational expertise with consistent CSI scores averaging 92%. Skilled in staff management, process optimization, customer satisfaction, and OEM compliance. Process driven with strategic planning abilities and a passion for achieving excellence in service delivery.
Experience
Service Manager at BB Menlyn Ford/Mahindra/BAIC (2023-02 – Present)
- Manage workshop staff
- Manage frontline staff
- Monitoring and working to daily/weekly/monthly targets
- Manage all admin
- Maximize CSI Scores, Complaints Resolution, Customer satisfaction and retention
- Schedule training for all staff
- Ensure service reports up to date
- Manage warranty/maintenance
- Implement service core processes, enhance productivity and efficiency
- Manage all OEM requirements Mahindra / BAIC / FORD
- Ensure all KPIs met with All OEMs
Service Manager at CMH Ford Gezina / Hatfield (2020-02 – 2023-02)
Merit Club / Service Manager of the year 2021
- Manage workshop staff
- Manage frontline staff
- Monitoring and working to daily/weekly/monthly targets
- Manage all admin
- Maximize CSI Scores, Complaints Resolution, Customer satisfaction and retention
- Schedule training for all staff
- Ensure service reports up to date
- Manage warranty/maintenance
- Implement service core processes, enhance productivity and efficiency
- Manage all OEM requirements
Service Manager at Fury Ford (2018-03 – 2020-01)
- Manage workshop staff
- Manage frontline staff
- Monitoring and working to daily/weekly/monthly targets
- Manage all admin
- Maximize CSI Scores, Complaints Resolution, Customer satisfaction and retention
- Schedule training for all staff
- Ensure service reports up to date
- Manage warranty/maintenance
- Implement service core processes, enhance productivity and efficiency
- Manage all OEM requirements
Service Manager at Inyanga Motors (2017-09 – 2018-02)
- Manage workshop staff
- Manage frontline staff
- Monitoring and working to daily/weekly/monthly targets
- Manage all admin
- Maximize CSI Scores, Complaints Resolution, Customer satisfaction and retention
- Schedule training for all staff
- Ensure service reports up to date
- Manage warranty/maintenance
- Implement service core processes, enhance productivity and efficiency
- Manage all OEM requirements ( Mercedes Benz / Mitsubishi / FCA )
Service Manager at Audi Centurion (2016-06 – 2017-08)
- Manage workshop staff
- Manage frontline staff
- Monitoring and working to daily/weekly/monthly targets, manage all admin
- Maximize CSI Scores, Complaints Resolution, Customer satisfaction and retention
- Schedule training for all staff
- Ensure service reports up to date
- Manage warranty/maintenance
- Implement service core processes, enhance productivity and efficiency
- Manage all OEM requirements
After sales Manager at GM Menlyn (2013-03 – 2015-12)
- Manage workshop staff
- Manage frontline staff
- Monitoring and working to daily/weekly/monthly targets, manage all admin
- Maximize CSI Scores, Complaints Resolution, Customer satisfaction and retention
- Schedule training for all staff
- Ensure service reports up to date
- Manage warranty/maintenance
- Implement service core processes, enhance productivity and efficiency
- Manage all OEM requirements ( Mercedes Benz / Mitsubishi / FCA )
- Stock takes, bin audits
Service Manager at Imperial Lindsay Sakers VW Rivonia (2012-12 – 2013-03)
Certified Service Advisor at Imperial Motors Cargo (2012-06 – 2012-12)
Service Advisor / assistant Manager at Mercedes Benz Northcliff (2008 – 2012)
Service Advisor at Fury Ford (2003 – 2008)
Technician at Telkom SA (2000 – 2003)
Professional Rugby Player at Golden Lions (1997 – 2000)
Education
Grade 12 – Vorentoe High (1997)
