Dustin Martin
Texarkana,TX
Summary
Seasoned Service Manager bringing 20+ years of Automotive experience. Proficient in business practices, standards of operation and customer needs. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Strong dedication to providing customers with exceptional, ethical, and the highest morally sound services possible.
Overview
20
20
years of professional experience
Work History
Service Manager
Pressurized Performance
06.2020 - 05.2024
- 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.
- Analyzed service reports to identify areas of improvement.
- Managed team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Monitored inventory levels and placed orders to replenish stock.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- 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.
- Implemented inventory management systems to reduce costs and increase efficiency.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Maintained records of service transactions and customer feedback for future reference.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Service Technician
Automotive Technical Services
06.2004 - 06.2020
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Changed, rotated, and balanced tires on different types of vehicles.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Maintained a clean, organized, and safe work environment to promote optimal productivity and adherence to safety standards.
- Increased repeat business through exceptional customer service and high-quality workmanship on all repairs.
- Utilized advanced diagnostic tools to quickly identify vehicle issues, reducing troubleshooting time and labor costs.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Completed thorough inspections of vehicles to evaluate damages and develop repair plans.
- Consistently met or exceeded productivity goals by effectively managing time and prioritizing tasks accordingly.
- Collaborated with service advisors to provide accurate repair estimates and ensure clear communication with customers.
- Contributed to team success by sharing technical expertise during challenging diagnostic scenarios or difficult repairs.
- Stayed current on industry trends, attending training seminars regularly to update skills as new technologies emerged in automotive repair.
- Boosted revenue through upselling additional services after careful evaluation of each client''s unique needs.
- Enhanced overall shop reputation by consistently delivering high-quality repairs that exceeded customer expectations.
- Performed safety and emissions inspections.
- Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.
- Tore down, repaired and rebuilt faulty assemblies such as power systems, steering systems and linkages.
Education
Service Advisor Mastery - Automotive Service Advisor
Elite Worldwide
PO BOX 411 Fruita, Colorado 8152106.2022
High School Diploma -
Liberty Eylau High School
Texarkana, TX05.2004
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Reliable and Responsible
- Critical Thinking
- Customer Service Management
- Conflict Resolution
- Goal-Oriented
- Trustworthy and Honest
- Outgoing and Energetic
- KPI Monitoring
Timeline
Service Manager
Pressurized Performance
06.2020 - 05.2024
Service Technician
Automotive Technical Services
06.2004 - 06.2020
Service Advisor Mastery - Automotive Service Advisor
Elite Worldwide
High School Diploma -
Liberty Eylau High School