Mike Medina
Houston
Summary
Service advisor with extensive experience in managing service operations, enhancing customer satisfaction, and ensuring compliance with automotive service standards. Proven ability to optimize documentation management and drive upselling strategies to meet business goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Advisor
Mancuso Harley-Davidson Crossroads
Houston
03.2025 - Current
Service Manager
Team Mancuso Powersports 59
Houston
02.2024 - 08.2025
- Managed service department operations and staff scheduling.
- Coordinated maintenance and repair services for powersport vehicles, ensuring timely and quality service delivery.
- Trained team members on service techniques and safety protocols.
- Ensured compliance with industry regulations and quality standards.
- Collaborated with sales team on customer promotions and service packages.
- Developed workflow processes to streamline operations, improving service efficiency and enhancing customer satisfaction.
- Resolved customer complaints promptly, fostering positive relationships and improving overall service experience.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Hired and trained service department staff to drive performance.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Facilitated communication between the service department and other company divisions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Assistant Service Manager
Mancuso Harley Davidson Central
Houston
04.2014 - 02.2024
- Assisted customers with product selection and service recommendations.
- Coordinated service appointments, ensuring optimal scheduling to maximize technician productivity.
- Educated customers about motorcycle maintenance and safety procedures.
- Collaborated with technicians to ensure timely service completion.
- Processed warranty claims and managed customer documentation to facilitate seamless service experiences.
- Prepared invoices for services rendered and collected payments from customers.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Explained the features and benefits of products or services offered by the dealership to customers.
Service Porter
Team Mancuso Southwest
Houston
01.2013 - 01.2014
- Assisted customers with vehicle drop-off and pick-up processes.
- Prepared vehicles for service by conducting initial inspections and cleaning.
- Oversaw inventory of supplies and materials for service department to ensure availability and support operations.
- Coordinated transportation for customers and dealership personnel to improve overall service experience.
- Assisted mechanics with lifting heavy parts or equipment into position during engine repairs or replacements.
- Provided shuttle service for customers during vehicle service.
- Greeted customers entering the dealership showroom and directed them to the appropriate service personnel or department.
- Maintained grounds, buildings and organized vehicle lot and storage areas.
- Inspected vehicles for stains and debris and returned clean and tidy vehicle to customer.
- Contributed to service ticket writing and tagging of customer vehicles.
- Checked tire pressure on customer vehicles and made recommendations for any necessary repairs or replacements.
- Transported completed vehicles back to the customer's residence or place of business.
- Cleaned interior and exterior of customer vehicles using cleaning supplies, vacuum cleaner, air compressor, and power washer.
- Supported parts department with deliveries and pickups.
- Drove vehicles to different areas of dealership to meet display standards.
- Exhibited strong work ethic and reliability through consistent attendance and high performance.
Education
Process Operators Certificate - Petrochemical
San Jacinto College
Pasadena, TX06-1998
Skills
- Service scheduling and coordination
- Warranty processing
- Upselling strategies
- Compliance with industry standards
- Document management
- Customer relationship management
- Customer complaint resolution
- Team training and development
Certification
MOTORCYCLE ENDORSEMENT IN TEXAS
Timeline
Service Advisor
Mancuso Harley-Davidson Crossroads
03.2025 - Current
Service Manager
Team Mancuso Powersports 59
02.2024 - 08.2025
Assistant Service Manager
Mancuso Harley Davidson Central
04.2014 - 02.2024
Service Porter
Team Mancuso Southwest
01.2013 - 01.2014
Process Operators Certificate - Petrochemical
San Jacinto College