Service Manager resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Experienced Service Manager with 20+ years experience in the automotive industry. Began my career as a service porter and over the course of 20 years have been promoted through the ranks until becoming a department leed 10 years ago. Success in both independent and dealerships service structure. A leader and top performer in sales profitability and shop productivity while maintaining the highest level of customer satisfaction and customer retention.

  • ADP, Reynolds & Reynolds, Windows, Mitchell
  • Work order structur
  • Customer Satisfaction & retention
  • Estimating
  • Inventory control, invoicing
  • Team building
  • Documentation and reporting
  • Verbal and written communication
  • Shift Scheduling
  • Critical Thinking
  • Materials and Labor Costing
  • Quality Control
  • Office Administration
  • Skilled Maintenance and Repair
  • Customer Service
  • Service Quality Management
  • Regulatory Compliance
  • Schedule Preparation
  • Employee Relations
  • Repair Requirements Determination
  • Verbal and Written Communication
  • Quoting and Estimating
  • Performance Evaluations
  • Staff Supervision
  • Budget Controls
  • New Employee Hiring
  • Mechanical Diagnostics
  • Service and Parts Teams Management
  • Process Implementation
  • Team Leadership
  • Vehicle and Equipment Operation
  • Overseeing Technicians
  • Service-Orientation
  • Documentation
  • Engine Rebuilds
  • Employee Support
  • Vendor Sourcing
Work History
Service Manager, 05/2019 - 06/2021
Spencer Technologies , , Hillsboro, OR
  • Met with customers to discuss service needs and offer available solutions when beyond the capability of the advisor
  • Found new revenue through increased E.L.R. and increased Hours per Repair Order
  • Led customer product implementation projects and conducted training
  • Maintained effective customer service index by responding to service requests quickly to increase overall sales.
  • Expanded sales by facilitating client satisfaction and renewing customer relations Motivated team members to meet and exceed sales targets
  • Tracked sales data to assess trends and make proactive strategy changes
  • Trained team of 4 service advisors, increasing profits and E.L.R by 40%
  • Consistently hit and exceeded sales goals
  • Lead and directed multi lines at one time GMC | Buick | Mazda
  • Guided techs on automotive repair, tool usage and equipment operation.
  • Followed up with customers during and after installations to verify satisfaction.
Service Manager, 02/2011 - 11/2018
Spencer Technologies , , Forest Park, IL
  • 70 employees in total, 26 union technicians. 19 journeymen, 4 apprentice, 3 lube tech's, and 6 full time advisers. Department included B.D.C, porters, detail, and various other lot and shop staff
  • High volume shop that demanded correct placement of over 100 work orders each day. Average car count was 108 each day
  • Personally directed all work through shop daily via dispatch system, designed created to maximize shop production and eliminate technician down time
  • Controlled warranty expense and excessive hours billed to General Motors by managing all labor times not published in labor time guide, OLH time, ADD time, DIAG time
  • Increased sales by managing shop expense while increasing sales. First year increased gross profit by 80K average per month. Years to follow continued gross profit increase by 21.6% average each quarter
  • Personally created/managed/completed all used vehicle internal repair orders daily to keep shop cost low and increase overall profitability
  • Produced daily technician production reports and advisers summery reports. All reports calculated manually day to day for employees to monitor their daily performance progress
  • Held an average labor rate of $119.00 per labor hour @ 2.3 hours per customer pay work order
  • Communicated directly with vendors, manufacture reps, customers, advisers, and all dealerships personnel to achieve successful and profitable department


  • Set a company record for highest gross profit earnings in a single month.
  • Lowered warranty numbers without affecting repair quality to avoid audit by General Motors
  • Built and designed processes to eliminate employee mistakes and maximize efficiency from all service employees
  • Provided hands on approach with all employees to build strong team with character, loyalty, respect, honesty, and dedication for each and every repair they perform
  • Set and administered department budgets for expenditures, materials and labor
  • Generated and developed leads to acquire new clients
  • Implemented innovative programs to increase employee loyalty and reduce turnover
Service Manager, 02/2008 - 09/2010
Spencer Technologies , , Bellevue , Wa
  • Restructured stock orders, parts orders, vendor accounts, employee scheduling, and estimating to increase shop sales and overall shop production and profitability
  • Opened new store location in Issaquah, Washington in January of 2009. Fourth addition chain of repair shops.
  • Hiring staff, setting up vendor accounts, buying equipment, advertising, and developing new shop procedure, were all part this exciting challenge
  • Consistently broke monthly sales records, producing record braking profits.
  • Worked closely with owner and employees to build long term customer satisfaction and retention.
  • Met with customers to discuss service needs and offer available solutions.
  • Ordered and tracked all parts for all customer repairs.
  • General Accounting for multiple locations.
Diploma : , Expected in
Blue Valley High School - Stilwell, KS
: Information Technology, Expected in 2004
Bellevue College - Bellevue, Wa
  • Buick Brand Master Certification, Royal Moore - 2020 - 2021
  • GMC Brand Master Certification, Royal Moore - 2020 - 2021
  • Mazda Brand Master Certification, Royal Moore 2020 - 2021
  • Dealer Pro's Master Certification (Fixed operations) Royal Moore 2020
  • Chevrolet Brand Master Certification, Currie Chevrolet 2011 - 2018
  • GM Warranty Admin Certification Currie Chevrolet 2011- 2018
  • Notary - State of Oregon 2021 - 2027

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Resume Overview

School Attended

  • Blue Valley High School
  • Bellevue College

Job Titles Held:

  • Service Manager
  • Service Manager
  • Service Manager


  • Diploma
  • Some College (No Degree)

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