James Martin
Cypress,TX
Summary
Dynamic Service Manager with a proven track record at Houston Motorsports, excelling in customer service management and team leadership. Enhanced operational efficiency and increased revenue through strategic upselling and process improvements. Skilled in conflict resolution and employee training, fostering a culture of continuous improvement while ensuring high-quality service delivery.
Overview
26
26
years of professional experience
Work History
Service Manager
Houston Motorsports
04.2019 - 02.2025
- 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.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
- 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.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Created and implemented inventory management department to reduce costs and increase efficiency in the service department.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Established team priorities, maintained schedules and monitored performance.
Technician
Houston Motorsports
06.2016 - 04.2019
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning motorcycles, atv's, side by sides and personal watercraft.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
19D20R Cavalry Scout
US Army
05.1999 - 05.2013
- Operated wheeled and tracked vehicles and communications equipment.
- Educated newer members on platoon inner workings, answered questions and provided advice on daily duties.
- Communicated updates on task completion to supervisors, maintaining smooth operations.
- Verified inventory computations by comparing to physical counts of stock, investigating discrepancies and errors.
- Directed platoon tactical movements, platoon security operations and platoon route and zone reconnaissance.
- Developed, resourced, and executed squad's various strength and training strategies to improve mission readiness in tactical fields.
- Developed course materials, training events and satisfactory testing procedures to boost competency of students in Convoy Operations course, During Basic training.
Education
No Degree - Service Manager Training Course
Garage Composites
04-2021
Harley Davidson Technician, Kawasaki Technician
MMI Orlando
Orlando, FL04-2015
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Employee training and development
- Customer service management
- Conflict resolution
- Workflow management
- KPI monitoring
- New employee hiring
- Policy and procedure enforcement
- Service and parts teams management
Timeline
Service Manager
Houston Motorsports
04.2019 - 02.2025
Technician
Houston Motorsports
06.2016 - 04.2019
19D20R Cavalry Scout
US Army
05.1999 - 05.2013
No Degree - Service Manager Training Course
Garage Composites
Harley Davidson Technician, Kawasaki Technician
MMI Orlando