Thomas Watson
Service Manager
Manor,TX
Summary
Season Automotive Service Manager and Advisor with a technicians background. Knowledgeable about service schedules, well-versed in reading technical documentation and familiar with scoping various components. ASE Associate Certified. BMW MSTEP student. Seasoned Service Manager bringing 7 years of automotive 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
14
14
years of professional experience
1
1
Certification
Work History
Service Manager
Luxury Auto Works
Austin, TX
11.2024 - Current
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Analyzed sales data to identify trends and opportunities for menu expansion or modification based on customer preferences.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers'' enjoyment.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Maintained detailed records of all transactions, ensuring accuracy in accounting reports required for tax purposes or audits.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Handled cash accurately and prepared deposits.
- Brought Luxury Auto Body and Luxury Auto Works to a never before seen 375k months 3 months in a row.
Lead Service Advisor
Luxury Auto Works
Austin, Texas
05.2022 - 11.2024
- Maintained high customer satisfaction standards to meet or exceed targets.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Handled customer issues with confidence, using technical and customer knowledge to provide effective resolution.
- Documented problems and corrective actions to maintain records.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and offer available solutions.
- Trained 5 less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Trained new and existing staff members in various financial procedures to prepare for job requirements.
- Created organizational structures to improve accounting and finance functions.
- Kept track of an edited monthly, daily and yearly finances.
- Used Excel to prepare monthly reconciliation of bank accounts and take corrective actions on deviations.
- Brought monthly profit of Luxury Auto Works from a 250k a month range to 350k a month range.
- Created documents to display financial reports and data using Excel.
- Executed vendor setup and payment, administration of bank accounts and account reconciliations.
- Increased revenue by assisting with operations management and part sales.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Ordered parts for Luxury Auto Works for automotive repairs using World Pac.
- Submitted reports to senior management to aid in business decision-making and planning.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Greeted customers via telephone and in person to answer questions, resolve concerns and complete sales.
- Ordered parts from various distributors to fulfill demands.
- Researched vehicles and parts via physical catalogs and electronic means.
- Conducted cash handling, credit card transactions and register closeout at end of business day.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
Technician
Exclusive Motors
10.2021 - 05.2022
- Determined maintenance requirements and assigned repairs to qualified employees.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Maintained quality assurance and customer satisfaction objectives.
- Completed job reports and logs immediately following service calls.
- Set up and performed test activities.
- Suggested specialized fixtures, test equipment and procedures for failure analysis.
- Mentored junior technicians in maintenance, repair and reporting duties.
- Addressed routine equipment maintenance according to established schedule.
- Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tracked and recorded parts and labor costs related to each service call.
- Tested components and systems to evaluate performance and identify concerns.
- Read manuals and manufacturer instructions to install and troubleshoot devices.
- Inspected equipment to identify areas of wear or causes of malfunctions.
- Maintained compliance with regulatory standards and safety requirements.
- Monitored spare parts inventory and addressed shortages with purchasing personnel.
- Prioritized tasks and planned workflows to meet operational targets.
Technician
Jaguar Land Rover
02.2021 - 10.2021
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Determined maintenance requirements and assigned repairs to qualified employees.
- Maintained compliance with regulatory standards and safety requirements.
- Read manuals and manufacturer instructions to install and troubleshoot devices.
- Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
- Mentored junior technicians in maintenance, repair and reporting duties.
- Addressed routine equipment maintenance according to established schedule.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
3521 Automotive Maintenance Technician
United States Marine Corps
01.2017 - 01.2021
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Maintained fleet vehicles in good working order by following preventive and corrective maintenance schedules according to OEM.
- Supervised and mentored 44 team members and facilitated daily service operations to drive business growth.
- Explained estimates and determined repair timelines to manage customer expectations.
- Delegated and supervised vehicle work to team for repairs.
- Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
- Worked on M142 High Mobility Artillery Rocket System, Medium Tactical Vehicle and High Mobility Multipurpose Wheeled vehicles to repair engines, transmissions and electrical systems.
- Broke down complex mechanical information into simpler parts for individuals with little or no understanding of system operations.
- Diagnosed malfunctions and developed effective resolutions with minimal oversight.
- Maintained cleanliness, safety and efficiency of garage.
- Used specialized tools to detect leaks in gas and refrigerant systems.
- Delegated jobs to subordinates and monitored quality of work.
- Wrote work orders and updated accounts in workshop computer.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on military trucks.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees and online knowledgebase.
- Performed safety and emissions inspections.
- Changed, rotated and balanced tires.
- Attended safety meetings and implemented policies with junior team members.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Appointed and managed department heads to maintain smooth operations between different functional areas.
- Maintained department productivity and standards through proactive management of teams and policies.
- Calculated population trends to forecast future growth and strategically develop land according to needs.
- Co-created annual budget and submitted it to 3/12 CO for review and approval.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Developed and implemented high-quality work environment.
- Supervised daily operations of multi-billion dollar HIMARS unit operation.
Customer Service Representative
Nestle Waters North America
04.2016 - 09.2016
- Leveraged sales expertise to promote water products and capitalize on upsell opportunities.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Regularly exceeded daily sales and product add-on quotas.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers on promotions to enhance sales.
Busser
Country Diner
06.2012 - 12.2015
- Developed excellent relationships with managers and fellow team members to achieve success, build professional relationships and support positive work environment.
- Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests.
- Collected trash, wiped up spills and removed trays to maintain fresh and clean customer areas.
- Checked dining area supplies, including linens and wrapped silverware, and replenished low stock.
- Transported dirty utensils, dishes and trays to kitchen to support efficient cleaning.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Maintained adequate levels of condiments and well-stocked drink stations to keep service flowing smoothly.
- Pitched in extra hours and helped other staff during unexpected times of high volume to improve seating availability and food delivery to tables.
- Resolved and escalated customer issues quickly to uphold strong customer relations standards.
- Organized and cleaned assigned sections by sanitizing and cleaning table, counter and kitchen surfaces.
Education
No Degree - General Studies
Bristol Community College
Fall River, MAAssociate Level Technician - BMW Military Service Technician Education Program
BMW MSTEP
Camp Pendleton, CA10.2020
High School Diploma -
BMC Durfee High School
Fall River, MA06.2016
Skills
- Scheduled services
- Managing parts
- Rebuilding engines
- Replacing parts
- Brake systems understanding
- Ticket writing
- Safety awareness
- Overseeing garage operations
- Changing tires
- Operating air compressors
- Preparing work orders
- Optimizing engine performance
- Chemical disposal
- Preventive Maintenance
- BMW experience
- Inventory auditing
- Bay management
- Calibrating systems
- Electrical failure expertise
- Installing equipment
- Inspecting vehicles
- System repairs
- Electrical experience
- Ordering supplies
- Inventory organizing
- Service Scheduling
- Preventive maintenance services
- Troubleshooting skills
- Diagnostic skills
- Customer Relations
- Electrical repair procedures
- Quality assurance inspections
- Diesel and Petrol vehicles background
- Hand and power tools
- Customer Relations
- Office Administration
- Quality Standards
- Cost Management
- Time Management
- Technical Support
- Employee Supervision
- Quality Control
- Order Supplies
- Coaching and Mentorship
- Business Management Principles
- Task Delegation
- Sales Expertise
- Till Counting
- Handling Customer Complaints
- Records Oversight
- Records Maintenance
- Account Management
- Customer Service Standards
- Performance Goals
- Listening Skills
- Customer Retention
- Mechanical Aptitude
- Microsoft Office
- Training Junior Team Members
- Communications Strategies
- Customer Satisfaction
- Financing Expertise
Accomplishments
- BMW MSTEP student
- Assistant General Manager
- Held MGySgt billet in HIMARS unit out in Okinawa 3/12 creating a new unit.
Certification
- Refrigerant 609 certification
- Can use ASL
- Can speak Portuguese
Timeline
Service Manager
Luxury Auto Works
11.2024 - Current
Lead Service Advisor
Luxury Auto Works
05.2022 - 11.2024
Technician
Exclusive Motors
10.2021 - 05.2022
Technician
Jaguar Land Rover
02.2021 - 10.2021
3521 Automotive Maintenance Technician
United States Marine Corps
01.2017 - 01.2021
Customer Service Representative
Nestle Waters North America
04.2016 - 09.2016
Busser
Country Diner
06.2012 - 12.2015
No Degree - General Studies
Bristol Community College
Associate Level Technician - BMW Military Service Technician Education Program
BMW MSTEP
High School Diploma -
BMC Durfee High School