Herb Pistole
Portsmouth,OH
Summary
Service Manager with 15 years of experience in leading customer service teams. Expertise in team collaboration, problem-solving, and budget management. Proven track record of achieving departmental goals and improving customer satisfaction metrics.
Overview
33
33
years of professional experience
Work History
Service Manager
Glockner GM Superstore
Portsmouth, Ohio
02.2018 - Current
- Managed customer service inquiries and resolved issues effectively.
- Part of a team that promoted a safe working environment and had monthly meetings discussing hazardous materials, and other safety-related work conditions. Worked closely with The Ethos Corporation.
- Assisted in training new staff on service protocols and company standards.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Resolved customer complaints in a timely manner.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Supported inventory management by tracking service-related supplies and equipment.
- Ensured compliance with applicable laws and regulations related to services provided.
- Analyzed competitive offerings to ensure the service department remained competitive.
- Prepared and managed the service department budget, optimizing expenses to increase profitability.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
Service Manager
Bill Cole Honda
Ashland, Kentucky
03.2010 - 02.2018
- Managed customer service inquiries and resolved issues effectively.
- Coordinated team schedules to ensure adequate coverage and support.
- Maintained service records using company software for tracking interactions.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Pitched in to complete various duties during peak periods or employee absences.
- Facilitated communication between the service department and other company divisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Service Advisor
Giant Auto Group
Ashland, Kentucky
06.2002 - 09.2009
- Assisted customers with service inquiries and appointment scheduling.
- Explained vehicle maintenance services and recommended necessary repairs.
- Communicated with technicians to relay customer concerns and service needs.
- Handled payment transactions and explained billing details to customers.
- Resolved customer complaints in an efficient and courteous manner.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Surpassed sales goals through implementation of successful marketing strategies.
Service Manager
Andy Glockner Toyota Honda
Portsmouth, Ohio
06.1998 - 05.2002
- I was promoted from Service Advisor to Service Manager.
- Facilitated communication between departments to streamline operations and services.
- Handled product returns and exchanges according to established procedures.
- Supported inventory management by tracking service-related supplies and equipment.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
Service Advisor
Andy Glockner Toyota Honda
Portsmouth, Ohio
06.1996 - 06.1998
- Assisted customers with service inquiries and appointment scheduling.
- Explained vehicle maintenance services and recommended necessary repairs.
- Coordinated service department workflow to ensure timely vehicle servicing.
- Communicated with technicians to relay customer concerns and service needs.
- Managed customer follow-ups to ensure satisfaction with service experience.
- Handled payment transactions and explained billing details to customers.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Greeted customers and addressed their needs in a professional manner.
Service Technician
Andy Glockner Toyota Honda
Portsmouth, Ohio
06.1992 - 06.1996
- Conducted routine maintenance to ensure optimal performance of machinery.
- Repaired faulty components such as motors, pumps, valves, switches.
- Troubleshot electrical circuits using schematics and diagrams.
- Conducted service appointments to diagnose and fix problems.
- Logged services performed in service ticket system.
- Tested repaired items to ensure functionality before returning them to customers.
- Completed scheduled appointments on time to drive quality service.
- Filled out work orders, repair logs and maintenance plans to document work completed.
Education
High School Diploma -
Scioto County Joint Vocational School
Lucasville, OH06-1992
High School Diploma -
Portsmouth West
West Portsmouth, OH06-1992
Skills
- Customer service
- Inventory management
- Budget oversight
- Compliance enforcement
- Training and development
- Team coordination
Affiliations
- I am a longtime Ohio State football fan and a long time SanFrancisco 49ers football fan. I am a Boston Celtics fan and a Cincinnati Reds fan.
- I play guitar and bass guitar
Timeline
Service Manager
Glockner GM Superstore
02.2018 - Current
Service Manager
Bill Cole Honda
03.2010 - 02.2018
Service Advisor
Giant Auto Group
06.2002 - 09.2009
Service Manager
Andy Glockner Toyota Honda
06.1998 - 05.2002
Service Advisor
Andy Glockner Toyota Honda
06.1996 - 06.1998
Service Technician
Andy Glockner Toyota Honda
06.1992 - 06.1996
High School Diploma -
Scioto County Joint Vocational School
High School Diploma -
Portsmouth West