OUR
SERVICE STAFF & MANAGEMENT
Since 1968, Otto’s has been servicing “THE ULTIMATE DRIVING MACHINE!”
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Before I came to Otto's, I had been in the automotive business in this area for years. I knew this dealership had a great reputation - and I also knew of BMW's reputation as a driver's car. I think of myself as a driver, so I figured working here would be a fit.
I've always loved to tinker, mostly on a self-taught basis. Growing up I was the neighborhood bike mechanic. I started working on cars at a gas station during the summers while I was an engineering student at Temple. When I graduated and discovered there were no jobs in my field, I just decided to stay with cars.
Over the next eighteen years I worked as a technician, shop foreman, service advisor, service manager, and service director. I became a master technician, and am currently an accredited ASE Master here at Otto's.
I believe the key to service in this industry is knowing you're as much in the people business as the car business - something I learned at my first job. Here at Otto's, my training as an engineer, my experience working with people, and my technical understanding of these automobiles all support the role I play as a service manager.
I've been married 23 years and have five children with ages spanning two decades. They're a huge part of my life. I'm an amateur musician and former band member, and even though the guys I used to play with are now doing other things, I will still pick up the guitar every day
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My fascination with fixing things goes back to my childhood when I first started taking stuff apart just to see how it worked. By the time I was fourteen, I began to join my dad out on the driveway when he did maintenance on our ’77 Maverick. Every time he’d pop the hood, I’d peer into the engine compartment, fascinated. All those different parts just amazed me.
After working in two independent full-service repair shops for ten years, I wanted to see what it was like inside a dealership. In ten minutes I knew this the place where I wanted to be.
The appearance was very professional, and the staff was supportive. I saw a distinctly different way of communicating with customers.
Because most of the cars we work on originally came through our sales department a service visit can have a big impact on a customer’s overall impression of the dealership. We understand that. I really appreciate the one-on-one relationships I have with our customers, and I’m very pleased to be part of the process that keeps their BMW’s running at peak performance.
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“My background is really all automotive. I got into this line of work about eighteen years ago as a technician, then became a shop foreman, and finally moved out front as a service adviser.
I have always heard good things about Otto’s -- that they are very professional -- so I was really pleased to find a position here.
If I had to pinpoint one way in which my gifts connect to what I do, I’d say it’s in my ability to get along with customers. I’m pretty easy going, and my experience both here and at previous dealerships has shown that I’m able to develop a rapport that evolves into a real trust over time. One thing I’ve noticed about BMW owners is that they know a lot about their cars and have a high level of expectation when it comes to service on their vehicle. Our customers are quite pleased with their experiences here, which makes my job all that more satisfying.
When I’m not here at Otto’s, I love spending time outside with my family. I have two pre-teen sons and they’re both very much into sports. During the warmer months, we enjoy fishing and going to the beach. I feel very fortunate indeed.”
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I was an Otto's customer for seven
years, during which time I had such good experiences, that I eventually decided
to apply for a job here. During that time I was a hotel manager in Wilmington, a
position that taught me a lot about customer service.
Because of my work
I came here with a real grasp of what it's like to be on both sides of the
counter: knowing what customers are looking for, being empathetic to their
concerns, and understanding that it's sometimes difficult for them to articulate
those concerns. I find I'm able to bridge the gap between our technical people
and our customers.
I've also discovered that the needs of customers in
both the hotel and automotive worlds are pretty similar. They want to be
listened to, they want to be understood, and they want to feel that they're
talking to a human being who cares about their concerns and genuinely wants to
be of service. At the end of the day you want to feel like you've made a
difference.
A relaxing weekend for me is any place with a beach, blue
skies and friendly people. I like to travel quite a bit, and have been to
Europe, South America and the Caribbean. I'm always looking forward to another
trip to a location where I can experience cultural diversity. | | |
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I was raised in a family that had a high regard for automobiles. My dad has been an active foreign car club member all his life. Growing up I used to go to all of the functions with him, and I can’t remember a time when we weren’t working on European performance cars. Dad was always in the garage, and I was always right there with him.
I guess it’s not a complete surprise then that I married a mechanic, and that we spend much of our spare time either repairing and restoring our vintage automobiles, or participating in various races, rallies, or concours.
As far as how my gifts and preferences match this job, I can honestly say it’s a wonderful fit. I’m happy when I’m here. I love the interpersonal aspects, I love the technical side and I really enjoy being a problem solver.
The technicians are very cooperative and supportive. They understand the importance of getting the job done right – and that one of the keys to that goal is communicating with me so I can do my job well. | | |
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| Service Receptionist &
Cashier |
| Kate Hoy |
Phone: 610-399-8070
Fax: 610-399-4601
khoy@ottosbmw.com
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I’d have to say there was a certain
amusing inevitability about my working at a BMW dealership. I can trace it back
to the day my father took me to the Philadelphia Auto Show and we found
ourselves in front of a gorgeous 325i convertible. There I was, a suddenly
smitten six-year-old, tugging her dad’s sleeve and saying with complete
confidence, “that’s going to be my car!”
The funny part of that story is that my father, the general manager and part
owner of a Volvo-Saab dealership, naturally saw my guileless declaration as
nothing short of treasonous. And to this day, he still teases me about it.
I worked with my dad for years, doing many of the same things at his dealership
that this job entails. As a consequence, most of my training here focused on
product information – the sorts of things that distinguish BMW from competitors,
like the comprehensive maintenance warranty. I love being able to say to
customers after their service visit, “You owe us nothing today – all we need is
your signature and you’re free to go.”
I also appreciate the fact that I’m often the first and last person our
customers see, which means I get the opportunity to make the best initial – and
final – impression on behalf of the dealership. I meet an average of 60 new
people every day, and I challenge myself to remember everyone’s name.
The only thing I love more than cars – and my family – is sports. I was always
athletic growing up, and was very involved in baseball, soccer, field hockey,
even figure skating. Actually, my true “dream job” would be writing for a local
paper and being assigned to cover the Phillies. I have an adorable nephew with
whom I spend a lot of time, much of it teaching him the basics points of
America’s pastime.
Even my dog loves sports. I have two very cute Jack Russell Terriers, and one of
them likes nothing better than playing tennis with me. I’ll serve the ball,
he’ll grab it, trot back around the net, and drop it at my feet.
Characteristically for the breed, he never seems to tire.
I’m also a huge movie buff and have something like 450 DVDs. I enjoy cooking,
and if I could get the time off, would travel extensively. Oh, and that BMW I
foresaw so many years ago? Let me just say there’s definitely a 1 Series in my
future – and I can’t wait! | | |
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I grew up around automobiles and built a number of race cars. After being in this business for over twenty-five years, I can tell you that BMWs have reliable, cutting-edge technology well before the competition. And they’re a real pleasure to work on.
Unlike most other vehicles, they’ve been designed to offer easy access to the areas those of us whose job it is to maintain them, need to have access to. Of course I love they way they look and handle – as do most of our shop personnel, three-quarters of whom drive BMWs. From an employee standpoint, this is a good place to work. The shop is well equipped and maintained, and our effort is appreciated. Most of our people have been here awhile. We’ve been drawing our new technicians from STEP, a program which takes the top performers from leading automotive schools and offers them intense, accelerated instruction from BMW-schooled personnel. We make a point of mentoring younger techs here, offering hands-on training and making sure they know how and where to get the latest information. Our access to a proprietary section of BMW’s website, for example, allows us to download the latest bulletins and information. We’ve been given all the tools necessary to keep these amazing vehicles in top running condition. | | |
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