Kevin Staples
Portsmouth,VA
Summary
Seasoned Service Manager bringing 25 years of auto and transportation experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
22
22
years of professional experience
Work History
Service Manager
COLONIAL FORD TRUCKS OF TIDEWATER INC
Chesapeake, VA
06.2004 - Current
- Followed up with customers during and after installations to verify satisfaction.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Organized ongoing maintenance schedules to boost system performance.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Trained [Number] less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Developed written plans and obtained customer consent to proceed.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Set and administered department budgets for expenditures, materials and labor.
- Guided techs on automotive repair, tool usage and equipment operation.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
Service Technician
VBS Material Handing Inc
Chesapeake, VA
05.2002 - 06.2004
- Evaluated systems according to predetermined checklist and noted issues.
- Adjusted original installation plan and reviewed installations for compliance with local codes and good operating practices.
- Facilitated maintenance team training procedures to align with company standards.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Serviced material handling equipment for expedient repair and minimal downtime.
- Inspected equipment to diagnose operational issues.
- Installed new vehicle systems and components in response to service orders, recall actions and manufacturer instructions.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Demonstrated increased knowledge of company products and equipment.
- Cleaned and lubricated parts to keep equipment operating at peak performance.
- Explained diagnostic findings to customers and outlined repair or service options.
- Applied knowledge of standard equipment and manufacturer repair guidelines.
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
Fleet Maintenance Manager
JB Hunt Transport
Lowell, AR
10.1999 - 10.2001
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Optimized supply levels to keep stock within ideal parameters for expected needs.
- Oversaw team of service professionals focused on outsourced truck repairs.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
Education
High School Diploma -
Windsor High School
Windsor, VA06.1989
Skills
- Standards Conformance
Job Prioritizing
- Team Collaboration
- Repair Requirements Determination
- Performance Evaluations
- Employee Safety Training
- Tool and Parts Inventory Oversight
- Outside Contractor Oversight
- Visual Inspection
- Tools and Equipment Maintenance
- Worker Training
- Work Estimation
- Skilled Maintenance and Repair
- Safety Compliance
- Hand and Power Tool Operation
- Decision Making
- Personnel Management
- Materials and Labor Costing
- PPE Gear Requirements
- Multitasking and Prioritization
- Vehicle and Equipment Operation
- OSHA Compliance
Timeline
Service Manager
COLONIAL FORD TRUCKS OF TIDEWATER INC
06.2004 - Current
Service Technician
VBS Material Handing Inc
05.2002 - 06.2004
Fleet Maintenance Manager
JB Hunt Transport
10.1999 - 10.2001
High School Diploma -
Windsor High School
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