Methodical Service Manager offering experience tracking inventory, processing customer orders and appropriately delegating tasks. Thorough and customer-oriented professional focused on providing customized service to customers and facilitating highest quality of support.
Skills
Shift Scheduling
Estimating and Quoting
Goal Setting
Performance Evaluations
Service Quality Management
Work Planning and Prioritization
Conflict Resolution
Verbal and Written Communication
Multiple Priorities Management
Policy and Procedure Enforcement
Customer Service
Workplace Safety
Project Planning
Performance Tracking and Evaluation
Documentation and Reporting
Team Building
Teamwork and Collaboration
Employee Development
Staff Training
Scheduling and Coordinating
Technical Proficiency
Complex Problem Solving
Experience
07/2020 to Current
Service ManagerThe Dimarco Group – Portland, CT,
Hired and trained team to maintain and repair various types of commercial motor vehicles.
Monitored worker skills and training to correctly delegate repair orders for maximum performance and efficiency.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Resolved customer inquiries and complaints requiring management-level escalation.
Analyzed business performance data and forecasted business results and advised upper management on current standings.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company policies and procedures.
Reviewed completed work to verify consistency, and quality.
Reviewed employee performance annually and provided ongoing feedback, coaching to drive performance improvement and help the employee reach their goals or next steps in their career.
Ordered, inventoried and kept track of shop tools and equipment.
Scheduled customer vehicles for repair based on current work load.
Advised customers on progress of repairs, preventative maintenance, and recommended certain service procedures to prolong the life of their equipment.
Scheduled OEM training for employees to help keep them up to date and current on new technology.
Process warranty claims for customer who's vehicles were still under OEM warranty.
Build estimates for customers to provide information pertaining to extent, timeframe and cost of repairs.
Attend job fairs to recruit qualified employees
Mack and Volvo Trucks Master Service Advisor
Mack and Volvo Trucks Warranty Certified Admin
Cummins Inc. Warranty Authorized
04/2017 to 07/2020
Service TechnicianBarrett Business Services – Milpitas, CA,
Followed established safety rules, OSHA guidelines and company safety policies and procedures.
Traveled to customer locations to complete work for scheduled and non scheduled appointments.
Set up and operated mechanical and manual tools and equipment.
Troubleshoot and diagnose equipment issues using various computer software, tooling and test equipment.
Consulted service repair manuals to plan appropriate and effective repair work.
Perform routine maintenance on customer equipment from Engine, and drive train service to complete overhaul of components.
Maintained certifications and completed training on systems and components.
Logged services performed in service ticket system.
Tracked inventory used and notified supervisor about re-ordering needs.
Filled out work orders, repair logs and maintenance plans to document work completed.
Work closely with the Service Manager/Service Writer to help estimate cost of labor for repairs.
Kept work area clean and free of hazards.
Perform road side assistance in varying weather conditions.
When needed, advised customers of diagnosis of faulty equipment, steps taken to make the repairs and kept good customer service relations.
Work as a team to complete tasks.
Mack and Volvo Trucks Master Diagnostic Technician
Mack and Volvo Trucks Professional Technician
05/2011 to 03/2017
Diesel Equipment TechnicianAlbertsons Companies – Junction City, OR,
Diagnosed and performed accurate repair on brakes, engines, suspensions, drive trains and transmission clutches.
Read job orders and observed and listened to vehicles in operation to determine malfunctions and plan work procedures.
Removed malfunctioning parts and repaired components or installed new ones.
Lubricated moving parts and drove repaired vehicle to verify conformance to specifications.
Conducted successful road service for remote breakdowns and verified safe and operational return of company's equipment.
Examined protective guards, loose bolts and safety devices on trucks to make adjustments.
Performed maintenance inspections, tune-ups, oil changes and other key services.
Completed in-depth inspections of vehicle brakes, steering and other systems to check for safety and performance issues.
Raised trucks, buses and heavy parts or equipment with hydraulic jacks or hoists.
Conducted test drives before and after repair services.
Drive dump trucks when needed.
Operate heavy equipment when needed.
Clean and organize repair facility when in between repairs.
Ordered parts for stock and help maintain parts inventory
Paint trucks and equipment
Work as a team to get repairs and other jobs completed.
01/2011 to 04/2011
Diesel MechanicDayton Tractor And Machine – City, STATE,
Performed checklist of fluid levels, air filter, tire pressure and more as part of service orders.
Operated specialty equipment, standard tools and gauges to complete assessments and repairs.
Removed and disassembled defective diesel engines in automobiles, trucks, buses and construction vehicles to complete repairs.
Installed new vehicle systems and components.
Performed maintenance inspections, tune-ups, oil changes and other key services.
Used manual and computer- assessed diagnostic devices to test equipment and determine repair needs.
Worked closely with shop foreman to gain training and knowledge
Additional Coursework in Street Rod and Custom Metal Fabrication
3.25 GPA
Custom Paint Member, 2009/2010
Expected in 05/2009 to to
High School Diploma: Lewiston High School - Lewiston, ID, GPA:
Participated in Band, 2006/2007
Participated in DECA 2006/2007 and 2008/2009
Lewiston Youth Advisory Council 2005-2008
Accomplishments
Consistently maintained high customer satisfaction ratings.
Promoted from Service Technician to Service Manager within 3 years of being hired with the company.
Achieved Mack and Volvo Trucks; Professional Technician, Master Diagnostic Technician and Master Service Advisor Certificates
Perfect attendance in College which consisted of over 1500 hours of training.
2006 Idaho Brightest Star Award. Awarded by then Governor Dirk Kempthorn for volunteer work in the community.
Co-Founded the Jenifer Drug and Alcohol Free Club in Junior High. Worked with Idaho Health Department to get 2 days of the Nez Perce County Fair smoke free. Presented our process and statistics to the Idaho Tobacco Free Alliance in Boise to help them achieve getting the Idaho State Fair smoke/tobacco free.
Activities and Honors
Current Member of the Lewis Clark State College Diesel Advisory Board.
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