Josh Powell
Mobile Service Operations
Denver,CO
Summary
Service operations expert with a strong focus on developing high quality processes to scale businesses. Passionate about working collaboratively to become the best leaders possible. Highly organized with a dedication to promoting productivity.
Overview
12
12
years of professional experience
Work History
Lead Mobile Service Router
Tesla
11.2018 - Current
- Independently manages routing, scheduling, and in-field support for 16+ mobile service technician's for 10+ service locations daily. Operates as sole point of contact for mobile service for Colorado, Utah, and New Mexico.
- Ensures technician success by quality checking all next day mobile appointments for assigned locations and to set accurate customer expectations as needed.
- Collaborates directly with service center leaders utilizing KPI's to present current state of their mobile market and to drive decisions in where to shift resources to meet customer demand thus providing earliest service availability possible.
- Drives process development and execution in collaboration with mobile service advisors and mobile operations manager in area to continue to innovate and improve on business operations.
- Responsible for training 12+ incoming mobile service advisors to orient to role and ensure competency.
- Involved in piloting various features for service center application as part of a direct feedback team to developers for future system improvements.
Service Advisor
Mac Haik Ford
12.2013 - 08.2016
- "Lincoln Customer Service Champion", nationally recognized as top 10% of CSTAT in Ford Motor Company, 2015.
- Orchestrated all aspects of customer's interaction with service including scheduling appointments, explanation of repairs and downtime associated, and estimating cost/obtaining approval from customer for service.
- Responsible for closing shop including auditing financial transactions for accuracy.
- Managed clientele of 100+ appointments weekly including large scale fleet accounts.
Skills
Operational Efficiency
Staff Training
Project Management
Data Analysis and Visualization
Customer Service
Inventory Management
Staff Training
Project Management
Lean Six Sigma
Timeline
Lead Mobile Service Router
Tesla
11.2018 - Current
Service Advisor
Mac Haik Ford
12.2013 - 08.2016