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Service Manager Resume Example

Resume Score: 80%

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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
  • Strong work ethic
  • Change management
  • Customer retention
  • Profit and loss accountability
  • Staff supervision
  • Performance improvements
Experience
08/2018 to Current
Service ManagerExcel Truck Group - Weyers Cave, VA
  • 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 ManagerHart GMC Kia - Salem, VA
  • 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/DispatcherJohnson Truck Center - Landover, MD
  • 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 ForemanLustine Chevrolet - Hyattsville, MD
  • 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 - Baltimore, MD
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Excel Truck Group
  • Hart GMC Kia
  • Johnson Truck Center
  • Lustine Chevrolet

School Attended

  • Landsdowne High School

Job Titles Held:

  • Service Manager
  • Assistant Service Manager/Shop Foreman/Dispatcher
  • Lead Tech/Shop Foreman

Degrees

  • High School Diploma

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