Andy Cox
Valparaiso
Summary
Dynamic Service Manager with expertise in team leadership, customer service, and problem-solving. Proven track record in enhancing service delivery and fostering a culture of continuous improvement, ensuring high-quality customer satisfaction.
Overview
26
26
years of professional experience
Work History
Service Manager
TLG Peterbilt - Great Lakes
Portage, IN
04.2015 - Current
- Oversaw service operations to ensure efficient workflow and high-quality customer satisfaction.
- Implemented process improvements that enhanced service delivery and reduced turnaround times.
- Trained and mentored staff to foster a culture of continuous improvement and operational excellence.
- Analyzed service metrics to identify trends, leading to strategic adjustments in resource allocation.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Met with customers to discuss service needs and offer available solutions.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
Service Manager
CIT Kenworth
Mokena, IL
03.2005 - 04.2015
- Collaborated with cross-functional teams to streamline communication and enhance service responsiveness.
- Developed training programs focused on technical skills and customer service best practices for team members.
- Managed vendor relationships to optimize parts procurement and minimize downtime for repairs.
- Led initiatives that improved safety compliance across all service department operations.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Implemented strategies to increase customer service satisfaction ratings.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
Service Foreman
Chicago International Trucks
South Holland, IL
07.2004 - 03.2015
- Supervised service team, ensuring high standards of repair and maintenance efficiency.
- Coordinated workflow among technicians to optimize service delivery and minimize downtime.
- Implemented training programs for new staff, enhancing skill sets and improving service quality.
- Monitored inventory levels, facilitating timely procurement of parts and supplies for operations.
Service Foreman
Truck City of Gary
Gary, IN
03.2000 - 07.2004
- Developed process improvements that increased productivity and reduced service turnaround times.
- Collaborated with management to establish safety protocols and compliance within service operations.
- Analyzed customer feedback to drive enhancements in service offerings and client satisfaction rates.
- Led troubleshooting initiatives, resolving complex technical issues efficiently for diverse clientele.
Education
High School Diploma -
Thomas Edison High School
Lake Station, IN06-1992
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Reliable and responsible
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
Timeline
Service Manager
TLG Peterbilt - Great Lakes
04.2015 - Current
Service Manager
CIT Kenworth
03.2005 - 04.2015
Service Foreman
Chicago International Trucks
07.2004 - 03.2015
Service Foreman
Truck City of Gary
03.2000 - 07.2004
High School Diploma -
Thomas Edison High School