Caleb Skelton
Powder Springs
Summary
Accomplished Service Manager with 10+ years in customer-focused operations and team development. Led remote teams, enhancing employee performance and fostering strong customer relationships. Skilled in Dynamics 365 Field Service, process improvement, and cross-functional collaboration. Partnered with business and technology teams to drive system enhancements and user adoption.
Overview
15
15
years of professional experience
Work History
SERVICE MANAGER - Field Service
Allegion
Atlanta
06.2022 - Current
- Lead and manage a remote team of approximately 20 employees, providing coaching, performance feedback, workload prioritization, and day-to-day operational leadership.
- Manage multiple priorities simultaneously while maintaining high service standards and accountability across a remote workforce.
- Developed employees through targeted coaching, mentoring, and problem-solving to enhance performance and elevate customer outcomes.
- Serve as a trusted partner for customers by resolving escalated issues and ensuring timely delivery of service solutions.
- Monitored operational metrics, identified process improvement opportunities, and implemented solutions that enhanced efficiency and elevated customer satisfaction.
- Partnered with sales, operations, customer service, and leadership teams to ensure consistent customer experiences and support achievement of business objectives.
- Act as a Dynamics 365 (D365) trainer, educating employees on system functionality, best practices, and workflow improvements.
- Participated in Dynamics 365 testing, validation, and implementation efforts in Indianapolis, collaborating with cross-functional teams to enhance system performance and user experience.
SERVICE MANAGER - MOBILE FLEET SPECIALIST
Mobile fleet specialist
Alabaster
10.2019 - 06.2022
- Managed more than $2.4 million in annual diesel repair sales while achieving an average 179% year-over-year growth rate
- Led, coached, and developed a team of 7 Service Technicians, driving accountability, productivity, and customer satisfaction
- Managed customer relationships from initial quote to project completion, ensuring timely communication and successful service delivery that enhanced client satisfaction.
- Scheduled technician workloads and coordinated resources to meet customer expectations and maximize operational efficiency.● Produced repair estimates, managed quoting, and collaborated with customers to identify the best service solutions.● Tracked technician productivity and analyzed operational data, leading to improved account retention and performance metrics.● Reduced service filter expenses by 35% through improved procurement and vendor management.● Reviewed sales performance, profit margins, and key operational metrics to identify growth opportunities.● Cultivated long-term customer relationships through responsive communication and proactive follow-up, contributing to increased customer loyalty.
INSIDE SALES COORDINATOR
Winfield Equipment Rental
Tuscaloosa
04.2015 - 10.2019
- Managed over $6MM of rental sales for heavy construction equipment
- Received and processed rental equipment delivery orders for all in-bound calls
- Processed and fulfilled rental equipment delivery orders for all in-bound calls
- Inspected equipment for defects and reported findings to service team prior to delivery
- Inspected and reported any equipment defects to the service team prior to equipment delivery
- Helped enforce DOT regulations on delivery trucks by performing daily inspections
- Scheduled and followed up with any truck or equipment repairs via the on-site service team
- Monitored heavy duty equipment inventory daily to ensure availability
- Learned and implemented repair part ordering process.
AUTOMOTIVE SERVICE MANAGER
Pep Boys
Tuscaloosa
02.2013 - 04.2015
- Led a team of 6 technicians, 1 assistant service manager, and 1 service advisor
- Lead service team to ensure top customer satisfaction and policy compliance.
- Managed over $3MM of mechanical and tire sales
- Cultivated strong relationships with customers, vendors, and suppliers to enhance service quality.
- Analyzed service metrics to identify improvement areas and implemented targeted solutions.
- Analyze service metrics to identify improvement areas and implement solutions.
- Initiated projects that enhanced customer satisfaction and operational efficiency in a competitive market.
- Shape long-term service strategy, aligning with organizational goals.
- Anticipate industry trends and customer needs to position the company for future success.
- Performed performance reviews with technicians to ensure accountability
- Onboarded and trained new General Service Technicians
- Ensured secure and efficient branch operations by overseeing opening and closing tasks.
- Handled inbound customer orders while quickly addressing customer service opportunities.
GENERAL SERVICE TECH / SERVICE ADVISOR
Pep Boys
Tuscaloosa
05.2011 - 02.2013
- Performed routine service and completed 90-point inspection on vehicles to ensure safety and reliability
- Secured top position for labor hours worked within 6 months of employment
- Trained incoming General Service Technicians on route service processes to enhance team readiness
- Sold mechanical repairs, new tires, and route services to customers, contributing to overall sales growth
- Sold 28 sets of tires in one day ($23K), largest sales volume day on record.
Education
HIGH SCHOOL DIPLOMA -
Northside High School
Tuscaloosa, ALSkills
● Field Service Management
● Dynamics 365 (D365)
● Customer Success
● Account Management
● Escalation resolution
● Performance Management
● Project Coordination
● Process Improvement
● Cost Management
● Resource Allocation
● Strategic Planning
● Remote Team Management
● Relationship management
● Stakeholder Communication
● Collaboration strategies
● Operational Excellence
● Leadership coaching
● Relationship Building
● Performance reporting
Timeline
SERVICE MANAGER - Field Service
Allegion
06.2022 - Current
SERVICE MANAGER - MOBILE FLEET SPECIALIST
Mobile fleet specialist
10.2019 - 06.2022
INSIDE SALES COORDINATOR
Winfield Equipment Rental
04.2015 - 10.2019
AUTOMOTIVE SERVICE MANAGER
Pep Boys
02.2013 - 04.2015
GENERAL SERVICE TECH / SERVICE ADVISOR
Pep Boys
05.2011 - 02.2013
HIGH SCHOOL DIPLOMA -
Northside High School