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lead mobile technician customer service manager 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: - resumesample@example.com - : - -
Summary

Seasoned Mechanic with leadership experience and management qualities. Driven by customer satisfaction and personal growth. Well versed in diagnosing and repairing automotive and diesel vehicles. Highly motivated and organized with desire to take on new challenges in a management position within the Automotive/Fleet repair field.

Skills
  • Diagnosing Issues
  • Ability to adapt to company software
  • Purchase orders and parts/supply reconciliation
  • Customer Service
  • Maintenance & Repair
  • People Skills
  • Friendly, Positive Attitude
  • Relationship Building
  • Problem Resolution
  • Active Listening
  • Good Work Ethic
  • Critical Thinking
  • Organizational Skills
  • Reliable & Trustworthy
  • Repair quoting
  • Team Management
  • Supervision & Leadership
  • Ability to work under pressure
  • Proficient communication skills
  • Planning & Organizing
  • Work Planning and Prioritization
  • Courteous with Strong Service Mindset
  • Data Entry
  • Calm and Professional Under Pressure
  • Efficient and Detail-Oriented
  • Customer Retention Strategies
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Responding to Difficult Customers
  • Data Entry and Maintenance
  • Upselling Products and Services
  • Diagnostics Systems
  • Inventory Management
  • Vehicle Operation and Assessment
  • Engine Tuning and Analysis
  • Mechanical Troubleshooting
  • Parts Repair and Refurbishment
  • Ignition Wiring
  • Repair Cost Estimation
  • Component and System Testing
  • Electrical System Maintenance
  • Motor Repairs
  • Systems Maintenance and Upkeep
Experience
09/2022 to Current
Lead Mobile Technician/Customer Service Manager Sonepar Usa Round Rock, TX,
  • Performed repairs and preventive maintenance on fleet and customer vehicles/equipment
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Utilized company software to create purchase requisitions and repair quotes for customers
  • Established B2B relationships with 3rd party vendors
  • Conveyed troubleshooting diagnosis to customer and outlined proposed repair plan and associated costs.
  • Kept adequate supplies on hand to complete customer repair and maintenance work.
  • Maintained clean, organized and professional truck in line with company reputation for excellence.
  • Increased revenue by upselling services, devices and maintenance plans.
  • Satisfied customers with prompt service and patient, easily-understood explanations of technical issues.
  • Utilized smart business tactics and a desirable attitude to gain new customers.
  • Performed emergency road services to keep customers operational.
  • Logged and invoiced repairs.
  • Proficient in Full bay software application
  • paper and computer based purchase requisitioning for parts and supplies.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept open communication between with customers on job and equipment statuses via phone or email.
  • Monitored repairs and parts for warranty.
  • Logged repair activities by customer and tracked metrics hours, supplies and results by customer.
  • Demonstrated equipment to customers and explained use, responding to inquiries or complaints.
  • Read and interpreted technical documentation to complete accurate work.
  • Complete repairs within strict deadlines.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Diagnosed and repaired vehicles during road call situations.
  • Interpreted drawings and schematics to pinpoint sources of mechanical issues.
  • Reviewed brakes and assessed whether pads needed replacement, discs should be turned or other service requirements.
  • Completed standard inspections to assess wear and damage to vehicles.
  • Improved function of engines by replacing spark plugs, fuel filters and defective sensors.
  • Leveraged diagnostic tools and equipment to identify vehicle issues.
  • Performed maintenance inspections, tune-ups, oil changes and other key services.
  • Completed simple and advanced repairs according to specifications for brakes, exhaust and electrical systems.
  • Evaluated vehicle schematics to assess required parts and order accordingly.
  • Adjusted and repaired systems to meet manufacturers' performance specifications.
  • Inspected vehicles for damage and recorded findings to facilitate repairs.
  • Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
07/2011 to 08/2022
Shop Manager/Technician Team Leader Marinemax San Antonio, TX,
  • Established B2B relationships with 3rd party vendors.
  • Conveyed troubleshooting diagnosis to customer and outlined proposed repair plan and associated costs.
  • Kept detailed records of repairs, labor involved and parts used.
  • Inventoried stock, placed orders and verified receipt to keep supplies ready.
  • Utilized company software to create purchase requisitions and repair quotes for customers
  • Completed repairs and maintenance to all vehicle fleet models to meet safety specifications.
  • Completed vehicle equipment inspections and repairs to meet DOT federal guidelines.
  • Handled Vendor invoicing and processing.
  • Maintained Shop EPA and compliance
  • Order parts for vehicles and storeroom
  • Shipping and Receiving of parts.
  • Worked with cross functional teams to reduce out of service.
  • Performed cycle counts on stock parts.
  • Completed shop compliance and safety audits.
  • Interpreted drawings and schematics to pinpoint sources of mechanical issues.
  • Removed, replaced, balanced and rotated new or used tires to maintain on-road safety
  • Monitored shop equipment to maintain safe working condition.
  • Utilized infrared engine analyzers, compression gauges and computerized diagnostic devices to test vehicle components and systems.
  • Maintained certifications and completed training on systems and components.
  • Maintained garage safety protocols to meet regulatory and company expectations.
  • Tested engine, safety and combustion control standards to comply with state vehicle requirements.
  • Cooperated with other technicians from different disciplines to achieve optimal integration.
  • Performed Engine, Transmission and Differential replacements.

I

  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Consulted with customers to resolve service and billing issues.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Reviewed work orders and discussed with supervisors.
  • Completed standard inspections to assess wear and damage to vehicles.
  • Completed required paperwork and delivered to customer.
  • Performed maintenance inspections, tune-ups, oil changes and other key services.
  • Adjusted and repaired systems to meet manufacturers' performance specifications.
  • Used diagnostics and troubleshooting tools to identify failures and equipment issues.
  • Conducted test drives before and after repair services.
  • Connected electrical wiring to control panels and electric motors.
  • Inspected vehicles for damage and recorded findings to facilitate repairs.
  • Executed preventive and corrective maintenance on work trucks and other vehicles.
  • Completed simple and advanced repairs according to specifications for brakes, exhaust and electrical systems.
  • Leveraged diagnostic tools and equipment to identify vehicle issues.
03/2004 to 07/2011
Shop Lead Piedmont Airlines City, STATE,
  • Completed maintenance and repair work on all ground service equipment including, but not limited to, Deicers, Tugs, Belt-loaders, Baggage carts, Lavatory vehicles, Ground power Units.
  • Utilized diagnostic tools and Scanners to accurately pinpoint equipment issues.
  • Inspected completed work and monitored compliance with regulations and standards.
  • Prioritized tasks to plan and delegate work to reduce delays and increase productivity.
  • Mentored and coached team to motivate, educate and enhance performance.
  • Used computer maintenance program to produce repair orders and charge out parts.
  • Supervised mechanics performing daily maintenance and repairs.
  • Performed maintenance inspections, tune-ups, oil changes and other key services.
  • Completed standard inspections to assess wear and damage to vehicles.
  • Used diagnostics and troubleshooting tools to identify failures and equipment issues.
  • Refurbished Ground service equipment to supply to outstations for use.
06/2002 to 03/2004
Fuel Dock Attendant Columbia Fleet Service City, STATE,
  • Activated fuel pumps to fill fuel tanks of vehicles with gasoline or diesel fuel.
  • Maintained quality service by establishing and enforcing organization standards.
  • Responded to questions about local area and company services.
  • Cleaned parking areas, restrooms or equipment and removed trash.
  • Checked tire pressure and levels of fuel, motor oil or other fluids, adding air or fluids as required.
  • Provided customers with information about local roads or highways.
  • Assisted technicians in repairs of numerous fleet vehicles and equipment
  • Maintained Cleanly and safe work environment for technicians
Education and Training
Expected in 05/2003 to to
High School Diploma:
Northeast Senior High School - Pasadena, MD,
GPA:

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Resume Overview

School Attended

  • Northeast Senior High School

Job Titles Held:

  • Lead Mobile Technician/Customer Service Manager
  • Shop Manager/Technician Team Leader
  • Shop Lead
  • Fuel Dock Attendant

Degrees

  • High School Diploma

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