Service Manager Resume Example
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SERVICE MANAGER
Summary
Service Manager with 40+ years of experience ensuring efficient and timely services to customers for vehicle repair and maintenance. Demonstrated ability to manage the administration of a full-service service department. Outstanding communication and organizational skills. Highly adept in managing and motivating a culturally-diverse workforce.
Skills
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Experience
08/2018 to Current
Service ManagerCompany Name － City, State
- Oversaw service department budget and informed management of discrepancies.
- Enforced adherence to customer service standards to foster satisfaction and retention.
- Facilitated inter-departmental communication to effectively provide customer support.
- Gathered and reviewed customer feedback to improve operations.
- Hired, trained, developed and monitored performance of service department staff.
- Resolved order discrepancies in a timely manner.
- Collaborated with customers to discuss service needs and offer available solutions.
- Developed and monitored budgets for the service department and informed dealership management of variances.
- Defined department objectives and monitored performance.
- Created written plans and obtained customer consent to proceed.
- Resolved customers issues by providing timely and effective solutions.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Effectively communicated and analyzed issues with customers to provide satisfactory solutions.
- Strong leader of customer support staff.
09/2016 to 08/2018
Service ManagerCompany Name － City, State
- Resolved order discrepancies in a timely manner.
- Oversaw service department budget and informed management of discrepancies.
- Worked with all departments to ensure 100% customer satisfaction
- Recruited, hired and mentored service department personnel.
- Model expected customer service standards to promote customer satisfaction, loyalty and retention.
- Maintained extremely low employee turnover through motivating leadership and employee support.
- Helped earn the company 100% customer satisfaction ratings with Kia and GMC by implementing processes to improve customer relations.
- Addressed order discrepancies and provided timely resolution.
- Resolved customers issues by providing timely and effective solutions.
- Collaborated with customers to discuss service needs and offer available solutions.
- Created written plans and obtained customer consent to proceed.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Forecasted goals and objectives for the department and ensured adherence.
- Wrote reports and gave oral presentations to keep employees up-to-date on company goals and achievements..
04/2013 to 08/2017
Assistant Service Manager/Shop Foreman/DispatcherCompany Name － City, State
- Recruited, hired and mentored service department personnel.
- Enforced adherence to customer service standards to foster satisfaction and retention.
- Collaborated with customers to discuss service needs and offer available solutions.
- Defined department objectives and monitored performance.
- Resolved customers issues by providing timely and effective solutions.
- Developed and monitored budgets for the service department and informed dealership management of variances.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Set schedules, implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.
- Scheduled and dispatched over 15 daily roadside assistance calls based on caller locations and available employees.
- Answered customer requests with information about product availability, shipping information and status updates.
- Tracked all changes in computer system.
- Responsible for promoting safe and clean working environment.
- Maintained record accuracy by using work order reporting system.
- Directed team of 30 skilled workers to ensure quality, compliance and safety.
- Managed work with little supervision.
- Responded to service requests and maintained on-call status for emergency service needs.
- Reviewed work orders and communicated with prior shift to assess work needs for the day.
08/2000 to 04/2013
Lead Tech/Shop ForemanCompany Name － City, State
- Troubleshot, diagnosed and repaired General Motors cars and trucks
- Led team of 25
- ASE certified master technician with 32 years automotive experience.
- Processed work orders and prioritized jobs.
- Responsible for promoting safe and clean working environment.
- Kept supervisor informed of job progress
- Reviewed work orders and communicated with prior shift to assess work needs for the day.
- Maintained record accuracy by using work order reporting system.
- Managed work with little supervision.
- Completed all repairs and maintenance work to company standards.
- Liaised with customers to explain repairs and present estimates.
- Ensured customer satisfaction by providing highest quality of repairs by ensuring all equipment was properly installed and working correctly.
Education and Training
1980
High School DiplomaLandsdowne High School － City, State
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Resume Overview
School Attended
- Landsdowne High School
Job Titles Held:
- Service Manager
- Assistant Service Manager/Shop Foreman/Dispatcher
- Lead Tech/Shop Foreman
Degrees
- High School Diploma
