service manager resume example with 20+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Career Overview

Service Manager, Assistant Service Manager and Customer Service Advisor with over 20 years of experience in customer service and management. Working within the automotive and powersports industries has helped me to develop and refine my abilities to lead my team to success, implement new processes, effectively communicate one on one or in groups and track/forecast profitability. Building trust and respect both with the customer and employee has shown to be a core strength of mine, along with meticulous attention to detail, a drive to succeed and to surpass all goals, team leadership, addressing obstacles head on and coming up with a quick,effective resolution.

Core Strengths
  • Strategic business planning
  • Customer Service Management
  • Culture Development
  • Team Leadership
  • Budgeting
  • Staff Management
  • Employee Supervision
  • Conflict Resolution
  • Process Optimization
  • Quality Management
Educational Background
Coatesville Area Senior High School Coatesville, PA Expected in 1984 High School Diploma : - GPA :
Work Experience
First Citizens Bank - Service Manager
Pilot Mountain, NC, 01/2019 - 05/2020

Oversee the daily operation of the service, parts and detail/delivery

departments. Acting as the fixed ops manager and a service advisor allowed me to quickly address deficiencies and implement new processes for each department. This included the implementation of a quick morning meeting to plan the day, a weekly recap meeting, weekly and monthly performance reviews for each department and each individual in their department. Each department had a detailed process plan implemented. Each department was cleaned, organized and painted to give it a professional look. Within five months we realized an increase in efficiency and profit. In the first year of my management we almost doubled our net profit over the previous year.

First Citizens Bank - Service Manager
Ponte Vedra Beach, FL, 03/2017 - 11/2018

Oversee all daily operations of the Service department consisting of the main shop and the quick lube shop. This includes three separate teams; the technicians, the service advisors and the quick lube team, a total of 23 people. Daily responsibilities include tracking shop performance and profitability, reviewing all warranty claims and approving them for submission, reviewing daily work schedule and communicating with the schedulers, interacting with customers that have specific concerns and reaching a mutually agreeable resolution. Weekly responsibility include confirming all warranty claims are all submitted on time for payment from the manufacturer, reviewing all technicians repairs for quality and correctness , review quick lube performance and profitability and review/adjust scheduling appointments with the scheduling coordinators. Hold monthly reviews with employees to build a strong cohesive team. Perform payroll duties every other week, calculating commission and bonuses based on performance. Review workforce. Place ads on various job sites to locate new employees. Perform potential hire interviews and hire the best qualified person .

Cruise America - Assistant Service Manager
Federal Heights, CO, 08/2016 - 08/2017

Assist the service department team in the daily operations, this included scheduling appointments, answering phone calls, preparing estimates to review with the client and finalizing paperwork.

Cruise America - Assistant Service Manager
Newark, CA, 09/2008 - 07/2016

Assist the Service Manager in the daily responsibility of running the service department. This also included greeting customers and writing repair orders, answering phone calls, compiling estimates for repairs, tracking parts availability and shipment, completing repair order and confirming all pricing and repairs match the estimate. In addition to those duties I was also responsible for a fleet of 25 loaner cars; making sure they were used within the guidelines provided by the manufacturer, activating and removing from service as needed, making sure all documents and registrations were up to date and present and interacting with insurance companies when a loaner was damaged or involved in an accident. Also I would track all of the technicians productivity on a daily basis, completing a list of confirmed repair hours generated so the service manager could review the next morning. I would maintain the work schedule for the service department employees and provide copies to the service manager on a weekly basis. And I would interact with service customers that had specific issues, working with them to come to a mutually agreeable resolution.

Cruise America - Assistant Service Manager
Anchorage, AK, 09/1993 - 10/2005
Started out as a Customer Service Advisor and worked my way up to the Assistant Service Manager.  Daily duties included greeting customers, transferring their request/ concerns to a repair order and confirming accuracy of the repair request. Reviewing repair request with the technicians, review the technicians recommendations for repairs and obtain authorization for the needed repairs.  Of course, reviewing all documents for accuracy was required as well as collecting payment and finalizing all repair orders.  Assisting the Service Manager with the daily operating duties of the service department proved to be a great opportunity and very rewarding . I would assist customer with specific concerns and work to archive a mutually agreeable resolution, run a monthly new owners clinic, collect all technicians time sheets and calculate their commissions for payroll.   

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Resume Overview

School Attended

  • Coatesville Area Senior High School

Job Titles Held:

  • Service Manager
  • Service Manager
  • Assistant Service Manager
  • Assistant Service Manager
  • Assistant Service Manager


  • High School Diploma

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