Lucas Jack
Billings,MT
Summary
Dynamic service professional with a strong background in team leadership and process optimization. Known for enhancing operational efficiency and mentoring staff, contributing to significant improvements in service quality and customer retention.
Driven service manager with expertise in team leadership and customer satisfaction. Proven ability to streamline operations, enhance workflow, and develop training programs that boost team performance and client retention.
Results-oriented service manager specializing in workflow management and employee development. Demonstrated success in reducing turnaround times and resolving customer complaints, leading to improved satisfaction and loyalty. Ready to leverage skills for impactful service delivery.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Service Manager
Elevated Powersports
Billings, MT
05.2024 - Current
- Led service department operations to enhance customer satisfaction and retention.
- Developed and implemented training programs for service technicians, improving skill sets and efficiency.
- Streamlined workflow processes, reducing service turnaround time and increasing productivity.
- Managed inventory control for parts and equipment, ensuring availability for timely repairs.
- Oversaw quality assurance protocols to maintain high standards in service delivery and repair accuracy.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Performed scheduled work to help flow with diagnostics and repairs on a daily basis.
Service Advisor
Elevated Powersports
Billings, MT
02.2022 - 05.2024
- Provided expert advice on service options, ensuring customer satisfaction and loyalty.
- Coordinated service appointments, optimizing workflow and minimizing wait times for clients.
- Diagnosed vehicle issues through thorough inspections, improving accuracy in service recommendations.
- Managed customer inquiries efficiently, enhancing communication and building rapport with clientele.
- Collaborated with technicians to streamline repair processes, increasing overall service department efficiency.
- Trained new staff on service protocols and customer interaction best practices, fostering a knowledgeable team environment.
- Supervised daily operations within the service department, ensuring adherence to safety standards and quality controls.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
Ski-doo Master Technician
Elevated Powersports
Billings, MT
05.2020 - 01.2022
- Diagnosed and repaired complex mechanical issues on various powersport vehicles.
- Led team in performing routine maintenance and inspections to ensure optimal vehicle performance.
- Mentored junior technicians in advanced repair techniques and troubleshooting methods.
- Implemented process improvements that enhanced service efficiency and customer satisfaction.
- Utilized diagnostic software and tools to streamline vehicle assessments and repairs.
- Coordinated with suppliers to source high-quality parts, reducing turnaround time on repairs.
- Boosted overall shop productivity by mentoring junior technicians, sharing knowledge, tips, and tricks to improve their skillsets quickly.
- Collaborated effectively with service advisors to accurately document repair needs and provide detailed estimates for client approval.
- Attained high levels of customer loyalty by delivering exceptional results that exceeded their expectations for quality and timeliness.
Owner/Operator
Cooke City Sinclair & Cabins
Cooke City, MT
07.2009 - 11.2019
- Managed daily operations, ensuring efficient workflow and customer satisfaction.
- Oversaw inventory management, optimizing stock levels and reducing waste.
- Developed staff training programs to enhance service quality and operational efficiency.
- Implemented cost-control measures, improving profitability without compromising service standards.
- Analyzed sales trends and customer feedback to drive menu improvements and promotions.
- Managed day-to-day business operations.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
Polaris & Ski-doo Service Technician
Cooke City Exxon Polaris & Ski-doo
Cooke City, MT
04.1998 - 11.2019
- Diagnosed and repaired mechanical issues on Polaris and Ski-doo vehicles.
- Conducted regular maintenance checks to ensure optimal vehicle performance.
- Implemented safety protocols to maintain a secure work environment.
- Managed inventory of parts and tools, ensuring availability for repairs.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
Ski-doo Master Technician
Cooke City Exxon Polaris & Ski-doo
Cooke City, MT
04.2012 - 09.2019
- Diagnosed mechanical issues in powersport vehicles using advanced diagnostic tools.
- Conducted routine maintenance and repairs to enhance vehicle performance and reliability.
- Assisted in training junior technicians on procedures and safety protocols.
- Collaborated with service team to streamline workflow and improve turnaround times.
- Supported business growth through building strong relationships with customers, addressing their concerns promptly and professionally.
- Improved vehicle performance by conducting comprehensive diagnostics and identifying root causes of issues.
- Explained estimates and determined repair timelines to manage customer expectations.
Project Manager
Plan One Architects
Cody, WY
07.2007 - 07.2009
- Led cross-functional teams to ensure project deliverables met architectural standards and client specifications.
- Developed comprehensive project plans outlining scope, timelines, and resource allocation for successful execution.
- Streamlined communication processes among stakeholders to enhance collaboration and decision-making efficiency.
- Implemented risk management strategies to identify potential issues and mitigate impacts on project timelines.
- Negotiated contracts with vendors and subcontractors, optimizing costs while maintaining service quality standards.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Education
High School Diploma -
Cody High School
Cody, WYAssociate of Applied Science - Drafting & Design
Montana State University College of Technology
Billings, MT06-2007
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
Certification
- Master Certified Ski-doo Technician for 10 years - 28 years in the industry
- Previous MSD Master Elite Class - Gold - Snow Polaris
- Elite Master Technician BRP - Ski-doo, Sea-doo, Can-am Off-road, Can-Am On-Road
- BRP EV certified
- Firefight I Pro Board Certified
- Hazardous Materials Operations Pro Board Certified
Timeline
Service Manager
Elevated Powersports
05.2024 - Current
Service Advisor
Elevated Powersports
02.2022 - 05.2024
Ski-doo Master Technician
Elevated Powersports
05.2020 - 01.2022
Ski-doo Master Technician
Cooke City Exxon Polaris & Ski-doo
04.2012 - 09.2019
Owner/Operator
Cooke City Sinclair & Cabins
07.2009 - 11.2019
Project Manager
Plan One Architects
07.2007 - 07.2009
Polaris & Ski-doo Service Technician
Cooke City Exxon Polaris & Ski-doo
04.1998 - 11.2019
High School Diploma -
Cody High School
Associate of Applied Science - Drafting & Design
Montana State University College of Technology