Jacob Grant
Reynoldsburg,OH
Summary
Professional service manager known for honest leadership, clear communication, and reliable follow-through. Managed workflow, loaner fleet operations, and factory training compliance while tracking key profit and retention metrics. Helped grow labor sales from $1.9M to $3.09M.
Overview
12
12
years of professional experience
Work History
Service Manager
Byers Auto LLC
11.2019 - Current
- Lead my staff based on my core values of honesty, respect and always improving. If issues arise, manage them at that very moment to correct patterns or behaviors.
- Create relationships equally with customers and employees to create a place everyone wants to work at and do business with.
- Correct any problems with upset customers to come to a solution to verify their happiness. Protect business image and profit also in mind.
- Manage daily workflow of scheduled service appointments and walk in customers. Follow up with technicians and service advisors to verify vehicle completion times are met.
- Schedule appointments via phone, text, email and AI chat leads.
- Verify vehicles are being maintained based on manufacturer guidelines.
- Track service department profitability.
- Manage 16 technicians to be accountable for repairing vehicles correctly the first time.
- Verify all 16 technicians and 4 service advisors are up to date on training and certifications required by vehicle manufacturer.
- Record 6 master technicians in Ohio, 2nd most in north east region.
- Meet manufacturer monthly and quarterly customer satisfaction guidelines.
- 2026 year to date 936.2/1000 customer satisfaction score - 56/648 ranked in the nation.
- Track metrics including total sales, gross profit, customer retention, commodity sales penetration, 0-7 year vehicle retention, technician video %.
- Performed the hiring process for advisors, technicians on campus. Used Hireology, Indeed, Linkedin to market job postings. Conducted all interviews with the Service Director and General Manager.
- Increased labor sales each year in management.
- 2021-$1.9 million, 2022-$2.5 million, 2023-$2.8 million, 2024-$2.89 million, 2025-$3.09 million, 2026-$2.6 million through 9/26
- 6,964 repair orders 1/1/26-10/1/26
- Manage a loaner car fleet of 20 vehicles
- Efficient in Dealertrack DMS, X-time, Dealerware, VW factory software, Google docs/Sheets, Excel.
- Over 10 years of Volkswagen product and repair knowledge.
- Created positive workplace environment with team focused initiatives.
- Create monthly and quarterly marketing campaigns to drive business.
- Think outside the box to create new initiatives.
Service Advisor
Byers Auto
06.2014 - 2019
- Create repair orders reflecting customers concerns
- Schedule appointments with customer requests and vehicle maintenance needs.
- Confirm customers promise time of completion.
- Follow up with customer with additional recommendations.
- Conveyed concerns or items needed on vehicle from technician to customer to sell parts and labor repairs.
- Update customers on status of repairs throughout the repair process.
- Follow up with customer after repair visit to verify repair and confirm their happiness with the service visit.
- Listen actively to customers.
- Provide open communication and honesty.
Education
High School Diploma -
Reynoldsburg High School
ReynoldsburgAssociate of Science - Criminal Justice
Columbus State Community College
Columbus, OH05-2017
Associate of Science - Probation And Supervision
Columbus State Community College
Columbus, OH05-2017
Skills
- Team Leader Leadership is driven on respect, honesty, and communication Leading the team with goals in mind to increase profits and taking care of customers
- Relationship Builder If your customers and employees are happy, heard, and trained you will have a successful business
- Master Communicator Communication depends on the personality of the individual Learning about the person will help you communicate with them properly to achieve goals
- I take being organized, efficient, reliable, timely and fulfilling my promises seriously
- Efficient in growing the business Forecasting sales, creating new approaches to grow, holding employees accountable to be the best for the customer
- Retaining customers and staff
Accomplishments
Master certified Volkswagen service manager.
Increased year to year profit while retaining customer experience and talented staff.
Timeline
Service Manager
Byers Auto LLC
11.2019 - Current
Service Advisor
Byers Auto
06.2014 - 2019
High School Diploma -
Reynoldsburg High School
Associate of Science - Criminal Justice
Columbus State Community College
Associate of Science - Probation And Supervision
Columbus State Community College