Austin Moser
Lewisburg,TN
Summary
Dynamic Service Manager with a proven track record at Clark Marine Sales, excelling in customer service management and team leadership. Enhanced operational efficiency through streamlined processes, resulting in increased customer satisfaction and repeat business. Skilled in conflict resolution and staff training, fostering a motivated team dedicated to high-quality service delivery.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Manager
Clark Marine Sales
Franklin, TN
12.2017 - Current
- Managed daily service operations, ensuring compliance with safety and quality standards.
- Trained and mentored team members on best practices in customer service and technical support.
- Streamlined service processes, improving efficiency and reducing response times for customer inquiries.
- Developed training materials to enhance staff knowledge of marine products and services offered.
- Coordinated with sales teams to align service offerings with customer needs and market trends.
- Oversaw inventory management, ensuring availability of essential parts and tools for service operations.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
U-Haul Manger
Uhaul & Storage
Orlando, FL
10.2015 - 11.2017
- Oversaw daily operations to enhance service efficiency and customer satisfaction.
- Managed inventory levels, ensuring optimal stock availability and minimizing waste.
- Developed training materials for new team members to improve onboarding processes.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Glaze Line Lead
Stone Peak Ceramics
Crossville, TN
03.2012 - 10.2015
- Oversaw daily production workflows, ensuring adherence to quality standards and safety protocols.
- Trained and mentored team members on operational best practices and efficient machine usage.
- Implemented process improvements, enhancing overall production efficiency and reducing downtime.
- Coordinated with cross-functional teams to streamline operations and optimize inventory management.
- Monitored equipment performance, troubleshooting issues to maintain uninterrupted production flow.
- Developed training materials for new hires, fostering a culture of safety and operational excellence.
- Analyzed production data to identify trends, recommending adjustments for enhanced performance outcomes.
- Assisted in training new employees and implementing procedural changes.
- Trained and monitored line associates to perform proper assembly techniques, apply best practices and comply with safety procedures.
- Reduced downtime for machinery by conducting regular maintenance checks and addressing issues promptly.
- Communicated shift handover information to keep personnel aware of incomplete tasks.
- Trained new employees on production line processes, ensuring a smooth transition into their roles and maintaining high performance standards.
- Performed daily inspections and maintenance of equipment to manage wear and tear.
- Maintained open lines of communication between management and production staff, successfully resolving any conflicts or concerns that arose during daily operations.
- Increased employee morale by fostering a positive work environment through effective communication and constructive feedback.
- Met tight deadlines consistently by effectively managing resources, prioritizing tasks, and monitoring progress.
- Followed daily production schedules for organized and on-time deliveries.
- Collaborated with other departments to establish smooth operations and encourage teamwork.
- Maintained accurate records of all production activities, providing valuable data for future planning and decision-making processes.
- Managed conflict resolutions to encourage professional and positive relationships.
- Monitored inventory levels closely, coordinating with procurement teams to replenish stock as needed without causing delays in the production process.
- Collaborated with manager on performance-related issues and employee performance reviews.
- Provided and promoted solutions to eliminate reoccurring problems.
- Coordinated staff, parts and process flow to minimize work in progress, eliminate shortages, and maximize productivity.
- Enhanced production efficiency by implementing new process improvements and streamlining workflows.
- Assisted in troubleshooting assembly-related problems to identify discrepancies and avoid disruptions.
- Reviewed daily reports and data analysis to inform decision-making processes related to staffing needs, equipment upgrades, and workflow adjustments.
- Liaised with engineering team to troubleshoot and resolve machinery issues quickly.
- Coordinated with multiple departments to ensure materials were delivered on time, reducing downtime.
- Collaborated with quality assurance team to identify and rectify recurring defects.
- Oversaw inventory management, ensuring adequate stock levels were maintained.
- Met production targets and tight deadlines by collaborating closely with team members.
- Inspected products and machines to maintain quality and efficiency.
- Assembled products according to changing daily work orders and specific customer needs.
- Maintained organized work area by cleaning and removing hazards.
- Trained new production staff members on safe and efficient production procedures and proper machine operations.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
- Made sure that products were produced on time and are of good quality.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Performed general equipment maintenance and repair to minimize downtime.
- Reviewed production schedules and streamlined processes.
- Collaborated with other departments to optimize production workflows.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
Education
Marine Mechanics
Marine Mechanics Institute
Orlando, FL2017
Machine And Tool
Tennessee Technology Center
Crossville, TN2012
High School Diploma -
Cchs
Crossville, TN2011
Skills
Positive attitude
Team leadership
Multitasking and organization
Problem-solving
Customer service
Critical thinking
Reliable and responsible
Customer service management
Conflict resolution
Goal oriented
Trustworthy and honest
Documentation and reporting
Crew leadership
Employee supervision
Service scheduling
Work Planning and Prioritization
Staff motivation
Staff management
Technical troubleshooting
Project management
Coaching and mentoring
Preventive Maintenance
Staff training and development
Mechanical diagnostics
Customer satisfaction measurement
Leadership development
Project planning
Maintenance planning
Certification
Mercury marine dealer trained certified technician.
Yamaha marine dealer trained certified technician.
Timeline
Service Manager
Clark Marine Sales
12.2017 - Current
U-Haul Manger
Uhaul & Storage
10.2015 - 11.2017
Glaze Line Lead
Stone Peak Ceramics
03.2012 - 10.2015
Marine Mechanics
Marine Mechanics Institute
Machine And Tool
Tennessee Technology Center
High School Diploma -
Cchs