Summary
Overview
Work History
Education
Skills
Timeline
Generic

R. Todd Claus

Phoenix,AZ

Summary

Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.

Overview

25
25
years of professional experience

Work History

Service Manager

TEC Equipment
08.2022 - Current
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Analyzed service reports to identify areas of improvement.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.

Service Manager

Inland Kenworth, Inc.
10.2017 - 06.2022
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
  • Set and administered department budgets for expenditures, payroll and labor costs
  • Met with customers to discuss service needs and develop effective and practical solutions
  • Supervised staff of 56 personnel by implementing company policies, safety protocols, work rules and handling all disciplinary action
  • Set aggressive targets for employees to drive company success and strengthen motivation
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
  • Trained and developed personnel to improve safety, employee relations and resolve service issues
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs
  • Recruited and developed employees for service department
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
  • Established performance goals for employees and provided feedback on methods for reaching those milestones

Assistant Service Manager

Inland Kenworth, Inc.
10.2012 - 10.2017
  • Worked with Service manager to build the service team, establish and Implement a Standard Operating Procedure, drive business through customer relationships and vendor contact

Service Advisor

Inland Kenworth, Inc.
10.2005 - 10.2012
  • Suggested add-on services that would be helpful to customers and improve bottom line
  • Pleasantly greeted customers and asked open-ended questions to better determine needs
  • Informed customers of service specials, completion times and service expenses to provide exemplary customer service
  • Maintained high customer satisfaction standards to meet or exceed targets
  • Quoted and sold all service and maintenance repairs
  • Opened and Closed work orders
  • Managed technician time

CDL Driver

Lowe's Home Improvement
03.2000 - 10.2005
  • Delivered product to customers homes or jobsites
  • Inspected vehicle before and after every trip and conducted minor repairs
  • Secured loads with proper strapping and bracing techniques to prevent damage to valuable assets across long-haul transports
  • Finalized daily logs on schedule to update internal records and uphold DOT requirements
  • Maintained safe driving record by observing road rules, remaining cautious and alert in unfamiliar areas and keeping control of vehicle
  • Verified contents of inventory loads against Bills of Lading

Education

Bachelor of Science - Liberal Studies

Arizona State University
Tempe, AZ
05-2013

Skills

  • Positive attitude
  • Team leadership
  • Customer service
  • Documentation and reporting
  • Strategic business planning
  • Service and parts teams management

Timeline

Service Manager

TEC Equipment
08.2022 - Current

Service Manager

Inland Kenworth, Inc.
10.2017 - 06.2022

Assistant Service Manager

Inland Kenworth, Inc.
10.2012 - 10.2017

Service Advisor

Inland Kenworth, Inc.
10.2005 - 10.2012

CDL Driver

Lowe's Home Improvement
03.2000 - 10.2005

Bachelor of Science - Liberal Studies

Arizona State University
R. Todd Claus