director of service operations resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Experienced Service Director with 22 plus years of Heavy Truck Retail Dealership experience. Adaptable Proven Leader with the the drive and ability to oversee multiple organizations. Empathetic Engaged Supervisor who understands that a well run organization is what guarantees success and increased revenue. Adds Senior Level Experience and drive to all tasks and decision making. Strives daily to foster a culture of customer satisfaction through an excellent, safe employee work environment. Accomplished in leading by example and strives to enable employees to be their best. Gets results.

Personal Skills & Attributes
  • Personnel Leadership
  • Customer service satisfaction; Soft Skills
  • Coolness under pressure
  • Dispute resolution and deescalation
  • Process evaluation and improvement
  • Employee interactions, involved leader
  • Friendly, approachable demeanor
  • Active listening
  • Technical expertise
  • Maintenance & Repair
  • Planning
  • Time management
  • Communication
  • Microsoft Office
  • CDK
  • Procede
05/2017 to 10/2021
Director of Service Operations Danaher Detroit, MI,
  • Responsible for the daily Service Department operations for two Retail Heavy Truck Dealerships in Manchester and Barrington, NH.
  • Mentored/Lead two Service Managers, four Service Advisors, one Warranty Administrator and seventeen mechanics.
  • Engaged customers daily, resolved disputes and welcomed feedback. Listened to the customer.
  • Interacted with all members of dealership staff in order to facilitate better customer service and improve interdepartmental support.
  • Actively promoted Team Building and cohesion as an essential part of the culture.
  • Conducted weekly Warranty reviews and provided guidance as needed.
  • Created a Shop Foreman position and promoted the perfect candidate from within.
  • Implemented procedures to improve occupational health and safety.
  • Initiated the Morning Huddle between key Parts and Service personnel.
  • Responsible for Service Department employee hiring, selection and disciplining procedures.
  • Monitored organizational compliance with federal DOT, NH state and local policies and regulations.
  • Developed and implemented the employee performance review process for the department.
  • Responsible for College and Career outreach; fostered relationships with Manchester Community College and White Mountain Community College
  • Maintained knowledge of regulatory changes, and ensured compliance.
  • Monitored professional development and ensured OEM certification for all mechanics and staff.
01/2011 to 05/2017
Service Manager Crst International Buffalo, WV,
  • Promoted to Service Manager of the Manchester location.
  • Chosen to open the brand new second location in Barrington, NH as Service Manager
  • Provided direct leadership of a twelve mechanic shop.
  • Responsible for the training plans for all new mechanics hired.
  • Reported directly to Service Director.
  • Developed and promoted an Assistant Manager.
  • Interacted with customers on a daily basis.
  • Delivered positive reinforcement and constructive criticism for employee work efforts.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Motivated, led and supported employees to maintain low turnover.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Hired, trained and developed service department staff to drive performance.
  • Forecasted department goals and objectives and enforced deadlines to encourage task progression.
10/1999 to Current
Chief Warrant Officer Lkq Corp Milford, CT,
  • Perform duties as the Senior Maintenance Manager for an Engineer Battalion.
  • Oversees the operational functions of a twenty eight person team consisting of parts clerks, senior staff members, mechanics, welders and Power generation personnel..
  • Prioritizes and organizes tasks to efficiently accomplish service goals.
  • Coordinates and conducts safety training for team members.
  • Leads operational planning teams to identify mission goals and constraints.
  • Advises commanding officers on equipment readiness, unit capabilities and unforeseen operational problems.
  • Works successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
01/1996 to 01/2011
Heavy Truck Mechanic Liberty International Trucks Of New Hampshire City, STATE,
  • Twelve years experience conducting all levels of repairs and service as they relate to Heavy Trucks.
  • Fully certified in Navistar, Mitsubishi, Allison Transmissions, Eaton/Roadranger
  • Performed duties as Lead Mechanic, Product Trainer, Shop Foreman and Safety Representative
  • Promoted to Service Manager
Education and Training
Expected in 05/2011 to to
Service Director OEM Certification: Service Management
Navistar - Chicago, IL,
Expected in 08/2011 to to
Warrant Officer Advanced: Automotive Maintenance Logistics
US Army Logistics University - Ft. Lee, VA,
Expected in 05/1987 to to
High School Diploma:
Methuen High School - Methuen, MA
  • Navistar Service Director Certification
  • Navistar Service Technician
  • Mitsubishi Fuso Service Technician
  • Allison Transmission Service Technician
  • Eaton Service Technician
  • CDL (B) with Air Brake Endorsement

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Resume Overview

School Attended

  • Navistar
  • US Army Logistics University
  • Methuen High School

Job Titles Held:

  • Director of Service Operations
  • Service Manager
  • Chief Warrant Officer
  • Heavy Truck Mechanic


  • Service Director OEM Certification
  • Warrant Officer Advanced
  • High School Diploma

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