BRIAN CLOWE
Colorado Springs,CO
Summary
Experienced Service Manager with nearly five years of leadership in an independent automotive repair environment. Proven ability to manage daily shop operations, build strong customer relationships, and maintain smooth workflow under pressure. Known for reliability, clear communication, and a customer-first approach that drives trust and repeat business. Adept at coordinating technicians, managing service timelines, and ensuring high standards of quality and professionalism
Overview
17
17
years of professional experience
Work History
Service Manager
Import Specialty Auto
06.2020 - Current
- Oversaw daily operations, ensuring adherence to company policies and customer service standards.
- Trained and mentored team members on effective service techniques and product knowledge.
- Implemented process improvements that enhanced operational efficiency and customer satisfaction.
- Coordinated scheduling and workload distribution to optimize service delivery and resource allocation.
- Managed inventory levels, ensuring timely procurement of parts and supplies for service operations.
- Resolved customer complaints promptly, fostering positive relationships and enhancing retention rates.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
Owner/Technician
Tandem Auto Repair and Customs
01.2014 - 03.2020
- Directed daily operations, ensuring efficient workflow and high-quality service delivery.
- Developed and implemented strategic marketing initiatives to enhance brand visibility and customer engagement.
- Oversaw staff recruitment, training, and performance evaluations to foster a skilled workforce.
- Managed financial planning, budgeting, and inventory control to optimize resource allocation.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Determine customer needs and outlined repair options.
- Prepare accurate and detailed repair orders that describe customer concerns, known issues and likely causes along with services and repairs required.
- Verify current vehicle warranty coverage and explain fee structures.
- Used comprehensive vehicle assessment sheets to show customers findings of repair team and explain additional service needs.
- Maximizing profitability and setting/meeting sales targets, including motivating staff to do so.
- Specializing in all domestic and foreign repairs to include, rebuilding motors, brake jobs, oil change, water pumps, belts, ect.
- Custom Fabrication to include roll cages, sliders, tire racks
Service Manager
Brakes Plus
02.2012 - 01.2014
- 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.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Service Advisor
Aspen Auto
08.2009 - 11.2011
- Collaborated with technicians to diagnose vehicle issues and develop accurate repair estimates.
- Led team training sessions on new services and technologies, improving knowledge base across staff.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Reduced average repair times by implementing process improvements that enhanced overall operational efficiency within the service department.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High school or equivalent -
Doherty High School
05.2008
Skills
- Service Department Management
- Customer Relations & Retention
- Automotive Repair Coordination
- Team Leadership & Scheduling
- Workflow & Operations Management
- Conflict Resolution
- Clear & Professional Communication
- Reliability & Accountability
- Time management
Timeline
Service Manager
Import Specialty Auto
06.2020 - Current
Owner/Technician
Tandem Auto Repair and Customs
01.2014 - 03.2020
Service Manager
Brakes Plus
02.2012 - 01.2014
Service Advisor
Aspen Auto
08.2009 - 11.2011
High school or equivalent -
Doherty High School