Joseph Downs
Denton,Texas
Summary
Results-driven manager with over a decade of experience in the transportation industry, adept at delivering exceptional customer service and driving sales growth. Proven track record of building and nurturing strong relationships with clients. Focused on enhancing satisfaction and loyalty. Skilled in developing strategic initiatives that optimize operations and foster a customer-centric culture, while leveraging innovative sales strategies to exceed targets.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Service Manager
Mhc Kenworth
12.2019 - Current
- Maintained team productivity and quality of service by establishing and maintaining clear goals.
- Demonstrated ability for quick problem solving skills to benefit customer and department interests.
- Accomplishments : Tech growth from 5 in Dec 2019 to 13 in February 2023. 29% increase in total revenue from 2021-2022. 21% increase in total revenue from 2020-2021. Acquiring multiple conquest accounts for consistent business.
- Fostered strong relationships with clients, resulting in referrals and new business opportunities that significantly bolstered service department sales.
- Drove a 10% increase in service sales year over year by identifying customer needs and effectively promoting service packages tailored to maintain and enhance fleet performance.
Service Technician
Rush Truck Center
07.2019 - 12.2019
- Performed routine maintenance and repairs on heavy-duty trucks, ensuring optimal performance and safety compliance.
- Diagnosed mechanical issues using specialized tools and equipment, leading to timely and accurate repairs.
- Collaborated with service advisors to provide clear communication to customers about service needs and cost estimates.
- Maintained clean and organized work area, adhering to safety guidelines and best practices in the repair shop.
Service Advisor
Southwest International Trucks
10.2018 - 04.2019
- Delivered exceptional customer service by actively listening to client concerns and providing clear, accurate information about service options and timelines.
- Coordinated service appointments and effectively managed customer inquiries, ensuring timely response and high levels of customer satisfaction.
- Conducted vehicle inspections and assessed service needs, offering tailored recommendations that enhanced vehicle performance and customer trust.
- Educated customers on maintenance programs and service promotions, successfully driving acceptance rates for additional services.
Corporate Warranty Trainer
Summit Truck Group
02.2018 - 10.2018
- Collaborated with service management to outline performance goals and metrics, leading to improved accountability and alignment of team objectives.
- Facilitated workshops and one-on-one coaching for service staff, resulting in improved skills in warranty claims submission and approval processes.
- Reconciled warranty accounts and claims submissions, identifying discrepancies and implementing corrective actions to improve accuracy and reliability in financial reporting.
- Developed process improvement strategies based on training feedback, enabling service departments to streamline operations and enhance profitability.
Assistant Service Manager
Summit Truck Group
08.2016 - 02.2018
- Maximized profitability by establishing benchmarks for all personnel to include daily closing tasks, efficiency and productivity bonuses, and warranty dwell time.
- Increased tech count from 20 to 28 as well as develop 2 technicians to Kenworth Master Tech.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Responsible for scheduling & delegating all workflow through service dept.
Mobile Service Technician
Bruckner's Leasing Company
08.2013 - 08.2016
- Perform diagnostics and maintenance to various types of equipment to ensure minimal downtime & maximum productivity.
- Schedule services for customers based on availability & location of units.
- On-board & develop all new leasing technicians.
- Maintain fleet of 750+ units in Dallas/Fort Worth area.
Education
High School Diploma -
Flower Mound High School
Flower Mound, TX07.2012
Skills
- Customer Relationship Management: Proficient in building and maintaining strong customer relationships to drive retention and repeat business
- Sales Techniques: Expertise in consultative selling, upselling, and closing sales to achieve and exceed revenue targets
- Communication Skills: Excellent verbal and written communication, able to convey complex information clearly and persuasively to diverse audiences
- Time Management: Exceptional ability to prioritize tasks and manage time effectively to handle multiple customer inquiries and sales processes concurrently
- Team Leadership: Experience in leading and motivating sales and service teams, fostering a collaborative environment to achieve collective goals
Certification
- Dale Carnegie Course (2013)
Timeline
Assistant Service Manager
Mhc Kenworth
12.2019 - Current
Service Technician
Rush Truck Center
07.2019 - 12.2019
Service Advisor
Southwest International Trucks
10.2018 - 04.2019
Corporate Warranty Trainer
Summit Truck Group
02.2018 - 10.2018
Assistant Service Manager
Summit Truck Group
08.2016 - 02.2018
Mobile Service Technician
Bruckner's Leasing Company
08.2013 - 08.2016
- Dale Carnegie Course (2013)
High School Diploma -
Flower Mound High School
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