Dennis Clemens
Santaquin,UT
Summary
Results-driven Assistant Service Manager with a focus on customer communication, problem resolution, and strategic planning. Proven ability to develop service strategies and enhance customer satisfaction while leading teams effectively. Accomplished Assistant Service Manager with a strong service-oriented mindset. Expertise in resolving customer complaints and leading teams to achieve high-performance standards. Committed to leveraging strategic planning to drive exceptional service outcomes. Seasoned Assistant Service Manager with hands-on experience in customer service, team leadership, and troubleshooting. Known for effective communication skills and ability to streamline procedures for increased productivity. Demonstrated success in fostering strong customer relationships while ensuring optimal service delivery.
Overview
11
11
years of professional experience
Work History
Assistant Service Manager
KEN GARFF VOLKSWAGEN
Orem, Utah
02.2019 - Current
- Communicated with customers to address inquiries and resolve service-related issues promptly.
- Assigned tasks to technicians based on their skill level and experience.
- Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
- Assisted in developing service strategies and budgets to meet customer satisfaction goals.
- Monitored technician performance and provided feedback on areas needing improvement.
- Evaluated technician performance through regular one-on-one meetings, reviews, and surveys.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
Service Advisor
Tim Dahle Nissan-murray
Murray, Utah
03.2018 - 05.2018
- Assisted customers with vehicle service inquiries and appointment scheduling.
- Coordinated with technicians to ensure timely completion of vehicle repairs.
- Managed customer follow-up communications regarding service updates and feedback.
- Resolved customer complaints promptly, ensuring a positive service experience.
- Promptly responded to customer inquiries via phone, email or in person.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Resolved customer complaints in an efficient and courteous manner.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
Service Drive Manager
Tim Dahle Nissan
South Jordan, Utah
10.2014 - 03.2018
- Managed daily operations of service drive, ensuring smooth workflow.
- Identified opportunities for upselling additional services during customer interactions.
- Provided technical advice on product use or repair when necessary.
- Assisted customers in selecting appropriate services for their vehicles based on their needs and budget constraints.
- Managed scheduling of appointments for customers utilizing the online booking system.
- Trained new employees on the service drive processes and procedures.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
TECHNICIAN AUTOMOTIVE -
HANSA BERUFSKOLLEG
GERMANY03-2003
Skills
- Customer relationship management
- Task delegation
- Service strategy development
- Performance evaluation
- Upselling techniques
- Vehicle inspection
Languages
German
Native/ Bilingual
English
Professional
Timeline
Assistant Service Manager
KEN GARFF VOLKSWAGEN
02.2019 - Current
Service Advisor
Tim Dahle Nissan-murray
03.2018 - 05.2018
Service Drive Manager
Tim Dahle Nissan
10.2014 - 03.2018
TECHNICIAN AUTOMOTIVE -
HANSA BERUFSKOLLEG