Experience

Penn Jersey Diesel & Trailer

• United States
• Truck Transportation
• 1 - 100 Employee

• Service Manager

  • Apr 2022 - Present

  Service Manager of a medium sized truck repair shop. I developed and deployed a new PM process that provides value to my clients and keeps production levels high. Creating a solid and stable work environment that promotes safety, teamwork and growth for all levels of skills. Deployed new process that keep the team focused on production and keeps my team members safe during the work day. Growing the business by knowing what we are good at doing. Providing high levels of customer service to my customers. Listening to their needs and helping them solve problems. Show less



Penske Truck Leasing

• United States
• Truck Transportation
• 700 & Above Employee

• Fleet Supervisor

  • Sep 2016 - Mar 2022

  Supervised fleet of 1000+ vehicles including Full Service Lease customers and 400+ revenue producing rental units resulting in over 6 million dollars in revenue annually. Managed 25 hourly union associates and up to 5 hourly and salary non union associates Highly focused on a safe working environment, developing and maintaining safety standards and protocols to protect workers, including developing and maintaining new safety protocols during the Pandemic designed to protect workers, customers, vendors and partners. Proven track record for building teams, mentoring associates and developing and coaching new talent leading to retention of talent beyond the first year of employment. Leading daily training activities, long term training programs and certification programs across all locations in the district, including the PM process, safety protocols, OEM training, new product and warranty guidelines including best practices and procedures. Performing regular quality control inspections to ensure high standards and correct, safe repairs are completed resulting in low rates of repeat repairs exceeding company metrics of 90% Improving or exceeding company metric for production 12% of ERT , improving expense percentage of revenue 3% year over year, and reduction of downtime and lost revenue, including a consistent 98% PM currency for the fleet. Planning, coordinating, and assigning work to ensure smooth flow and on time completion of events Excelled in relationship building with Clients, Customers, Vendors, and Partners producing better than 98% customer satisfaction ratings, and repeat business. Managed and maintained a large facility with a 2 million dollar inventory of equipment including a full service fuel station, diagnostic and specialty tooling, parts, including hazardous waste storage and disposal. Show less



Ransome CAT

• Bensalem Pa

• Truck Shop Service Manager

  • Nov 2014 - Aug 2016

  Directed the overall management of service operations, provided a complete line of retail and distributor product or application services for large pieces of industrial equipment, and supervised service staff and Group Leaders (in-house and field). • Directly supervised 20+ union employees. Provided performance feedback including initiation of corrective actions when needed ensuring compliance with labor contract. Developed individual employee capabilities to enhance career growth. • Initiated continuous process improvements to better align changing customer expectations and organizational goals. Developed and deployed safety guidelines and auditing system that resulted in zero days’ lost time from injury. • Prepared and maintained departmental budget including effective control of expenses through close examination of customer accounts in comparison with actual budgets. • Accurately estimated service times and parts requirements for each customer’s budgeting needs to ensure customer satisfaction. Improved customer service index score 75% in 2015 and on track to score 92% satisfaction in 2016. Developed and deployed customer contact protocols that effectively improved outward communication. • Developed and deployed quality control requirements and protocols for each service event. • Ensured that all contamination control processes meet governmental and organizational standards. Show less



Cummins Power Systems LLC

• Cummins Power System LLC Bristol Pa

• Service/Warranty Writer

  • Nov 2011 - Nov 2014

  Responsible for receiving customers and working closely with them to diagnose their engine issues in a manner that is cooperative, understandable and non-threatening. Listen closely to customer comments and explanations and translate their issues into clearly identified and diagnosable issues. Ensure customers that their satisfaction is of primary concern and that I want to earn their repeat business. • Developed and deployed a work order filing system to streamline record keeping • Maintained company gross profit requirements of 70%. • Improved customer satisfaction score to 95%. • Improved warranty recovery rate to 92%. • Worked with Cummins Engineering on the development and production of the ISX 12 G Engine and tier 4 SCR emission control systems. • Prepare estimates of parts, labor and completion time and discuss with customer. Administer correctly the manufacturer’s warranty. • Assign repair order to most appropriate Service Technician. Coordinate and design in shop and onsite service events from beginning to end. • Perform quality control check upon completion of repairs. • Prepare accurate and detailed customer invoices outlining repairs, parts and technician time; discuss in detail with customer ensuring that all questions are answered clearly. • Conduct daily service staff meeting to ensure service support team is up to date on all repair events. • Ensure all Technicians are proficient in the repair process and have up to date training in new product, design, and procedures. • Manage technician time cards and perform payroll administration. Show less



Bill Marsh Ford Inc

• United States
• Transportation/Trucking/Railroad
• 1 - 100 Employee

• Automotive Service Advisor

  • Feb 2003 - Nov 2011

  Satisfied customers all day every day! Dealership’s top service advisor for seven years resulting in $1.5 million in annual sales. Expert-level diagnostician with specific knowledge of automotive electrical circuits. Dedicated focus on customer service and satisfaction leading to repeat business. Supervisory and coaching experience with teams of up to 20 service technicians. Highly experienced in warranty administration. Satisfied customers all day every day! Dealership’s top service advisor for seven years resulting in $1.5 million in annual sales. Expert-level diagnostician with specific knowledge of automotive electrical circuits. Dedicated focus on customer service and satisfaction leading to repeat business. Supervisory and coaching experience with teams of up to 20 service technicians. Highly experienced in warranty administration.