Automotive Service Manager Resume Sample

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Automotive service manager with fifteen years in dealership and independent service operations in Detroit, the last six running a 12-bay service department. Leads a team of service advisors and technicians, owns the department's revenue, throughput and customer-satisfaction scores, and keeps the bays productive. Lifted the department's CSI (customer-satisfaction index) score above the regional benchmark while growing service revenue through honest upsell and faster turnaround. Manages warranty claims, parts coordination, scheduling and technician productivity, and steps in to defuse the difficult customer conversations. Hands-on enough to understand any repair and commercial enough to run the P&L. Looking for a service-manager role with a dealer or group that values both customers and a profitable shop.

Work Experience

Motor City Auto Group - Detroit, MI

Service Manager April 2018 to Present 8 years & 3 months

Run a 12-bay service department with a team of advisors and technicians, owning revenue, throughput and CSI.
Lifted the department's customer-satisfaction index above the regional benchmark through better communication and follow-up.
Grew service revenue through honest, needs-based upsell and faster repair turnaround on the bays.
Manage warranty claims, parts coordination and technician productivity to keep the shop running efficiently.
Handle escalated customer complaints personally, turning service problems into retained customers.
Coach advisors on estimating and customers, and mentor apprentice technicians through their certifications.