Joshua McGurn
Pine Bluffs,USA
Summary
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. Highly motivated Service Manager with 20 years of Automotive experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
Work History
SERVICE MANAGER
GREINER FORD POWERED BY LITHIA
07.2023 - Current
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Analyzed service reports to identify areas of improvement.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Negotiated with vendors to secure best prices for parts and supplies.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Launched quality assurance practices for each phase of development
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Service Manager
Ken Garff Ford
05.2016 - 06.2023
- Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers
- Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business
- Spend quality time building relationships with the customers
- Providing training on administrative policies and procedures for all department personnel
- Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers
- Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives
- Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy
- Ascertain automotive problems & services by listening to customer's descriptions of Symptoms, clarify description of problems, conducting inspections
- Checking vehicle maintenance records
- Examining service Schedules
- Verify warranty & service contract coverage by examine records & peppers, explaining provisions & exclusions
- Develop estimates by costing material, supplies & labor, calculating customer's payment including deductibles
- Prepare repair orders by describing symptoms, problems and causes discovered, as well as repairs and services required
- Obtain approval signatures, entering Ro into database system
- Maintain customer report by explaining estimates and expected return of vehicle
- Obtain customers approval of estimates
- Obtain and provide contact telephone numbers
- Answering customers questions and concerns
- Maintain automotive records by recording problems and corrective actions planned
- Update job Knowledge by participating in educational opportunities
- Enhance organization reputation by accepting ownership for accomplishing new and different requests
- Explore opportunities to add value to job accomplishments &follow up customer service surveys, implement/enforce policies and procedures
Outside Sales Representative
WESTFALL O'DELL VOLVO OF CHEYENNE
03.2015 - 05.2016
- Develop and maintain a thorough knowledge of Volvo Services and pricing structure
- Identify leads, manage prospects and acquire new business
- Determine customer needs and propose appropriate service needs
- Meet or exceed the new business sales goals
- Complete scheduled and cold calls prospecting activities to establish first and follow up appointments with customer decision makers
- Prepare and deliver sales proposals/presentations and follow up with key decision makes
- Present and sell products and services to current and potential clients
- Follow up on new leads and referrals resulting from field activity
- Identify sales prospects and contact these and other accounts as assigned
- Prepare presentations, proposals and sales contracts
- Develop and maintain sales materials and current product knowledge
- Establish and maintain current client and potential client relationships
- Prepare paperwork to activate and maintain contract services
- Manage account services through quality checks and other follow-up
- Identify and resolve client concerns
- Prepare a variety of status reports, including activity, closings, follow-up, and adherence to goals
- Develop and implement special sales activates to reduce stock
- Other duties, as assigned
Motor Hand
Nabors Drilling USA LP
04.2014 - 02.2015
- Regularly inspect, maintain, and repair generators, equipment, and VFD house
- Responsible for hydraulic and electrical systems and equipment
- Provide instructions, train, and oversee Floor hands during drilling activities
- Regularly check rig and equipment for any problems and safety issues on an ongoing basis
- Use a forklift to offload and move materials
- In charge of all lockout tag out of breakers
- Keep a daily log of maintenance and repair activities
- Assist Derrick hand with mixing chemicals and other mud maintenance as needed
- Assist with rig up and down procedures
- Assist in cleaning and general upkeep of the rig and drilling floor
- Support other crew member as required, ensure compliance with safety procedures, and other additional tasks as assigned
- Supported company objectives by adhering to environmental policies during all aspects of the drilling process.
Shop Supervisor Driver Tong operator Lay down Operator
Tesco
06.2012 - 04.2014
- Maintaining special tools in ways that are convenient to employees needing them
- Responding to customers inquiries on status of tools
- Maintaining facilities in attractive, appropriate, and safe manner
- Maintains equipment in effective and safe working condition
- Drive a tractor-trailer combination or a truck with a capacity of at least 26,000 pounds Gross Vehicle Weight (GVW)
- May be required to unload truck
- Requires commercial drivers' license
- Routinely prepares the rig floor area for whatever operation is to take place as well as function checks all casing handling and running tools to enable carrying out operational activities such as picking up, laying down, running, retrieving, connection, tripping , standing back and or disconnection all components of the casing drill string
- Assists and helps Crew Pusher carry out operational activities around the rig floor or any other area of the rig location as designated by the driller
- Assists service company with rigging up or down special equipment and or tools instructed to do so
- Maintains a safe working environment and reasonably clean and tidy rig floor area by picking up and storing all tools in respective storage areas after using, discarding waste materials and washing down the rig floor and rig floor equipment as often as necessary
- Maintain a basic knowledge and awareness of safe working habits and rig safety rules and regulations
- Maintain equipment and provide field support
- Able to understand information that has been gathered to run a job in the field
- Assist in loading heavy equipment for jobs onto the vehicle
- Secure and transport equipment to and from the rig site and dock
- Maintain DOT drivers log
- Maintain CDL driving status
- Work requires long period of continuous driving
Assistant Service Manager
Spradley Barr Motors
02.2011 - 06.2012
- Ascertain automotive problems & services by listening to customer's descriptions of Symptoms, clarify description of problems, conducting inspections
- Checking vehicle maintenance records
- Examining service Schedules
- Verify warranty & service contract coverage by examine records & peppers, explaining provisions & exclusions
- Develop estimates by costing material, supplies & labor, calculating customer's payment including deductibles
- Prepare repair orders by describing symptoms, problems and causes discovered, as well as repairs and services required
- Obtain approval signatures, entering Ro into database system
- Maintain customer report by explaining estimates and expected return of vehicle
- Obtain customers approval of estimates
- Obtain and provide contact telephone numbers
- Answering customers questions and concerns
- Maintain automotive records by recording problems and corrective actions planned
- Update job Knowledge by participating in educational opportunities
- Enhance organization reputation by accepting ownership for accomplishing new and different requests
- Explore opportunities to add value to job accomplishments &follow up customer service surveys, implement/enforce policies and procedures
Engineer/Construction/Mechanic
U.S. Army
04.2004 - 06.2010
- Maintain an replace brake actuators, batteries, starter motors, mechanical fuel pumps and hydraulic cylinders/pumps/control valves
- Services drive shafts, universal joints, service brake shoes, water pumps and turbochargers
- Maintain and replace cylinder heads, high-pressure fuel injection pumps and road wheels
- Adjust engine speed of governor/valves, carburetors, steering brakes, fuel injector racks and steering unit brake levers
- Charge suspension accumulators transmission shift accumulators and main hydraulic accumulators
- Utilized repair manuals in the repair and replacement of assigned Heavy equipment Identified required parts by utilizing manufacturer manuals and completed part requisition documents
- Conducted vehicle appointment coordination to ensure on time arrival, inspection, and repair to ensure fleet readiness
- Member of vehicle convoy team with duties that included tactical awareness, maintaining both team and personal security
- Maintained communication between up to 25 vehicles and supporting agencies
Basic Training/AIT Trainee
U.S. Army
11.2003 - 03.2004
- The basic and advanced training of military career
- Supervised 20 personnel to ensure their readiness and on time arrival for training events
- Maintained clean living area through the use of developed schedules that included rotating duties and shifts
- Learned professional protocol and communication skills
- Interpretation and use of governmental regulations
Roustabout
J.L Gray Construction
05.2003 - 10.2003
- Tank installation and repairs
- Dig pits and lines
- General cleanup
- Install motors on equipment
- Set well equipment at well locations which includes cement pads and pumping units
- Responsible for tie-down of pumping units and installing counter weights for balancing pumping units
- Install and repair pipelines such as drisco, steel, and PVC
- Haul pipe and rods
- General yard maintenance of ground and buildings
- Haul gravel for tank battery location and road upkeep
- Clean up oil or gas spill
- Proficient with all tools including air and electrical
- Ability to operate Heavy equipment
All Purpose Clerk (APC)
Safeway
08.2000 - 05.2003
- Provides superior customer service
- Operates cash register, stocks shelves with grocery, frozen food and dairy sections of the store and maintains a clean work area
- Observe company safety rules and sanitation standards
- Performs other duties as required
- Utilized scanning and bar code readers, electronic credit and debit card readers
- Made change, responded to client questions and complaints
- Ensured access to on-hand inventory and unloaded delivery trucks
- Operated electric pallet jacks
Education
Master's - Master Of Business Administration
Columbia Southern University
Orange Beach, AL04.2019
Bachelor's - Business Management
Columbia Southern University
Orange Beach, AL12.2017
Associate - Business Management
Columbia Southern University
Orange Beach, AL12.2017
High School Diploma -
Wheatland High School
Wheatland, WY05.2003
Skills
- Budget
- Retail sales
- Word
- Strategic Planning
- Training
- Powerpoint
- Time Management
- Data Entry
- Microsoft Office
- Analysis skills
- Operations management
- Mechanic Experience
- Auto Estimating
- Outside Sales
- Mechanical Knowledge
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Reliable and Responsible
- Employee Training and Development
- Customer Service Management
- Conflict Resolution
- Goal-Oriented
- Workflow Management
- Team Collaboration and Leadership
- Trustworthy and Honest
- Employee Relations
- KPI Monitoring
- Quality Assurance
- Documentation And Reporting
Additionalinformation
Experienced Sales Professional, Strong inter-personnel communication skills, Knowledge of OSHA safety standards, Able to work with little to no supervision, True
Personal Information
Work Permit: Authorized to work in the US for any employer
Military Service
United States Army, E5
Timeline
SERVICE MANAGER
GREINER FORD POWERED BY LITHIA
07.2023 - Current
Service Manager
Ken Garff Ford
05.2016 - 06.2023
Outside Sales Representative
WESTFALL O'DELL VOLVO OF CHEYENNE
03.2015 - 05.2016
Motor Hand
Nabors Drilling USA LP
04.2014 - 02.2015
Shop Supervisor Driver Tong operator Lay down Operator
Tesco
06.2012 - 04.2014
Assistant Service Manager
Spradley Barr Motors
02.2011 - 06.2012
Engineer/Construction/Mechanic
U.S. Army
04.2004 - 06.2010
Basic Training/AIT Trainee
U.S. Army
11.2003 - 03.2004
Roustabout
J.L Gray Construction
05.2003 - 10.2003
All Purpose Clerk (APC)
Safeway
08.2000 - 05.2003
Bachelor's - Business Management
Columbia Southern University
Associate - Business Management
Columbia Southern University
Master's - Master Of Business Administration
Columbia Southern University
High School Diploma -
Wheatland High School
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