Ben Whitehead
Jacksonville
Summary
Results-driven Service Manager and Continuous Improvement Coordinator with extensive experience leading service operations, improving workflow efficiency, and strengthening customer satisfaction in the commercial trucking industry. Recognized for building high-performing teams, implementing process improvements, and using performance metrics to drive operational excellence and continuous improvement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Manager
Southport Truck Group
Fort Myers, FL
04.2015 - 02.2026
- Directed service operations for a commercial truck dealership, improving workflow efficiency, customer satisfaction, and department performance.
- Developed and delivered staff training that strengthened technical knowledge, service consistency, and team capability.
- Implemented scheduling and workflow improvements that reduced turnaround time and increased service capacity.
- Used KPIs and performance data to identify bottlenecks, reduce costs, and support continuous improvement initiatives.
- Maintained regulatory compliance and workplace safety through audits, inspections, and policy enforcement.
- Partnered across service, sales, and parts teams to improve communication, coordination, and customer outcomes.
- Used customer feedback and service trends to refine offerings, improve retention, and enhance the overall client experience.
- Resolved escalated customer concerns with professionalism and urgency, strengthening retention and trust.
- Recruited, trained, and supervised service staff to meet operational goals and support a high-performance culture.
- Managed technicians to ensure timely completion of work, quality standards, and strong service delivery.
- Service operations leadership
- Continuous improvement and process optimization
- Team leadership, coaching, and performance management
- Customer experience and conflict resolution
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- 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.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Diesel Technician
Tri State
Shrewsbury, MA
03.2010 - 04.2015
- Diagnosed and repaired diesel engine systems to maintain performance, reliability, and vehicle readiness.
- Performed preventive maintenance and inspections that reduced downtime and extended equipment life.
- Used diagnostic tools and technical documentation to identify root causes and improve repair accuracy.
- Collaborated with technicians and service teams to streamline repairs, improve workflow, and meet quality standards.
- Mentored junior technicians and shared technical knowledge to improve team capability and consistency.
- Supported DOT and workplace safety compliance through inspections, documentation, and adherence to service standards.
- Troubleshot system issues, identified root causes, and completed lubrication and DOT safety inspections to maintain vehicle readiness and compliance.
Education
High School Diploma -
Unatego Junior-Senior High School
Otego, NY06-1995
Skills
- Service operations leadership
- Continuous improvement and process optimization
- Team leadership, coaching, and performance management
- Customer experience and conflict resolution
- KPI tracking, reporting, and operational analysis
- Regulatory compliance, safety, and quality standards
- Lean principles, 5S, DMAIC, and change management
- Positive attitude
- Multitasking and organization
- Problem-solving
Certification
- DTNA Continuous Improvement Coordinator Level 3
- Expert certified in Daimler chassis and engine products
- Change Management Team Member and Leader
Timeline
Service Manager
Southport Truck Group
04.2015 - 02.2026
Diesel Technician
Tri State
03.2010 - 04.2015
High School Diploma -
Unatego Junior-Senior High School