Lucas Hoffman
Elsie
Summary
I joined the powersports industry back in 2017 in the pursuit of something more than just a job. I was searching for a lifestyle where I loved what I did everyday and got paid for it. Well, I found it...working in powersports has been extremely rewarding. From learning new things, seeing and even riding the next best machines, to seeing that smile on a childs face when they get their first dirt bike. Its the passion that drives our soul...those few of us who do this for more than just a job...more than just a 9-5...
Working powersports for me is more than just a job, its a passion. This passion is what drives me to be the best employee that I can be to deliver the best possible experience for the customer. Educating both customers and fellow employees on all things powersports is something I genuinely enjoy. The opportunity to manage, educate, and grow with a team is something I am passionate about.
Overview
9
9
years of professional experience
Work History
Service Manager
Full Throttle Motorsports
07.2023 - 08.2024
- Hired, trained and supervised team of service staff members to meet business goals.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- 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.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Ensured compliance with industry regulations by staying current on relevant updates.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
Service Advisor
Full Throttle Motorsports
04.2019 - Current
- Greeting customers with a smile and checking them in
- Building relationships with customers, keeping them coming back
- Making detailed notes on repair orders
- Thoroughly inspecting vehicles during walk-around
- Upselling of service work
- Maintaining high customer satisfaction
- Quickly getting back to customers
- Making calls to generate business
- Educating customers regarding regular maintenance protocols
- Educating customers on back end products (warranty/maintenance plan)
- Training and assisting of fellow employees regarding company policies, services, and products
- Showing leadership skills by maintaining a positive attitude and encourage everyone to work hard
- Maintaining good relationships with technicians/all employees
- Increasing amount of customer reviews
- Increasing quality of customer experience
- Filling in as service manager when needed
- Experience with payroll
- Experience dispatching work efficiently
- Experience with updating the doc
- Experience with leading the team/staying productive
Assembly Technican/Class C Technician
Full Throttle Motorsports
03.2018 - 04.2019
- Safely assembled and tested all products
- Assembled all products with attention to detail
- Installed accessories with attention to detail
- Serviced machines efficiently
- Operated forklift
Salesperson
Full Throttle Motorsports
11.2017 - 03.2018
- Worked to build relationships with customers and built potential for additional sales
- Engaged customers in social conversations to create pleasant and easy shopping experience
- Increased sales and customer satisfaction through personalized servicing
- Offered each customer top-notch, personal service and customer satisfaction
- Learned basic sales techniques
Team Leader
Waterway
03.2016 - 11.2017
- Leading from the front
- Attention to detail
- Efficiency
- Supervising carwash
- Assigning closing duties
- Opening
- Closing
- My time at Waterway taught me to be good staff leader keeping everybody busy and happy
- At waterway I received the following awards:
Employee of the Month; Employee of the Year
Customer Service Representative
Sohn Linen Service
06.2015 - 02.2016
- Safely drive and deliver products
- Deliver quality customer service
- Upsell products
- Organize customer cash, check or credits
- Filling out deposit slip nightly
Education
Associate of Applied Science - Powersport Technology
PowerSport Institute
Cleveland, OH09.2017
Laingsburg High School
Laingsburg, MI2015
Skills
- Top notch customer service
- Leading from the front/being good leader
- Handling upset customers/customer complaints
- Solving problems
- Maintaining good relationships with those around
- Hard worker
- Always selling
- Positive attitude
- Personable
- Dedicated
- Consistent
- Organized
Timeline
Service Manager
Full Throttle Motorsports
07.2023 - 08.2024
Service Advisor
Full Throttle Motorsports
04.2019 - Current
Assembly Technican/Class C Technician
Full Throttle Motorsports
03.2018 - 04.2019
Salesperson
Full Throttle Motorsports
11.2017 - 03.2018
Team Leader
Waterway
03.2016 - 11.2017
Customer Service Representative
Sohn Linen Service
06.2015 - 02.2016
Associate of Applied Science - Powersport Technology
PowerSport Institute
Laingsburg High School
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