Customer Service Manager

S TEPHEN G ILFEDDER

*** ********* ***** • Fordland, Missouri 65652

****************@*****.*** • 417-***-****

FLEET MAINTENANCE MANAGEMENT

Program Design & Implementation / Maintenance & Repair Scheduling / Purchasing & Ordering

Regulatory Compliance / Team Building & Leadership / Alternative Fuels

Analytical, solutions-focused leader with 15+ years of experience directing fleet maintenance operations,

recruiting and developing expert teams of mechanics, and coordinating schedules for maximum productivity,

efficiency, and cost control. Energetic and extremely hard working professional with a strong background in

building business, establishing new accounts, and ensuring outstanding levels of customer service and

retention. Expertise in bio-fuel systems and active participation in the Alternative Fuel Metro Bus Project.

Consistent track record of executing successful fleet maintenance programs, increasing company revenues,

reducing vehicle and equipment downtime, and decreasing overall repair costs. Talented and motivational

manager with genuine commitments to superior work quality and team morale.

Leadership and Administrative Strengths:

• •

Strategic Planning and Implementation Budgeting and Cost Management

• •

Process Analysis and Improvement Inventory Control and Tracking

• •

Team Training and Development Sales and Account Development

• •

Technical and Safety Training Customer Relationships

• •

Staff Performance Evaluations Vendor / Supplier Partnerships

PROFESSIONAL EXPERIENCE

AUTOLIFE CO., INC. – Fordland, Missouri

General Manager (1994 to Present)

Direct all aspects of operations, fleet maintenance management, staff leadership, and sales for successful

company serving the fuel and transportation industry.

Oversee fleet maintenance, establish and build strategic working relationships with new accounts, and

ensure customer satisfaction with company services. Effectively manage client requirements and needs.

Create and execute all vendor and customer relations initiatives. Hire, dismiss, supervise, and evaluate

employees. Provide hands-on training to mechanics and other team members. Coordinate maintenance and

repair schedules, write repair orders, negotiate vendor pricing, and purchase and maintain inventory.

Process vehicle registrations and fleet transfers. Prepare budgets and manage all billing. Implement and

ensure compliance with OSHA, FMCSA, and DOT regulations. Develop and utilize expertise in fuel system

design and diagnostics, charging systems electronics, air conditioning and refrigeration, computer

diagnostics and wiring, liquid propane and natural gas fuel systems, body and hydraulic designs,

aerodynamics, bio-fuel, diesel engine repair, and electrical schematics.

Selected Contributions:

Successfully increased company revenue year-over-year throughout tenure.

Established consistent track record of exceptional customer service and retention.

Contributed to vehicle and equipment downtime reduction and played key role in decreasing

total vehicle repair costs.

Significantly lowered overhead by utilizing company buying power and bringing about

vendor competition for customer business.

Maintained high levels of staff retention by building team trust and allegiance.

…continued…

STEPHEN GILFEDDER • Page 2

SUBURBAN PROPANE – Portland, Maine

Fleet Supervisor (1991 to 1993)

Personally selected to implement and lead innovative companywide fleet maintenance program for national

propane business.

Provided effective leadership through hiring, training, supervision, and evaluation of team of 20 mechanics.

Ensured staff awareness and understanding of current technology and safety training. Built respect and

loyalty with 42 District Managers. Established national accounts with multiple vendors. Managed and tracked

all facets of truck transportation maintenance and safety. Actively monitored maintenance and repair

schedules. Administered annual operating budget, implemented standardized policies, tracked inventory

management, and regulated invoicing, requisitions, and purchasing. Maintained continual compliance with

OSHA, FMCSA, and DOT requirements.

Selected Contributions:

Implemented innovative fleet maintenance program to overhaul, maintain, and repair 435

vehicles in five fleet locations throughout New England Region.

Increased department productivity by monitoring weekly staff performance.

Contributed to 45% operating cost reduction and achieved inventory control objectives for

entire Northeast Region.

Leveraged company assets to decrease costs stemming from equipment repair and

purchasing.

Excelled in fast-paced environment, built employee allegiance, and managed client needs

for support and service.

** *** **

Additional experience as General Manager with Autolife Co., Inc. in Morristown, New Jersey and Service

Manager with Headquarters Chevrolet in Madison, New Jersey.

EDUCATIONAL BACKGROUND

Engine City Technical Institute – South Plainfield, New Jersey

Certificate of Completion in Diesel Engine Repair, Maintenance, and Overhaul, Fuel System Design and

Diagnostics, Electrical Schematics and Engineering, Drive Train Repair and Overhaul, Air Conditioning and

Refrigeration, and Welding

General Motors

Certificate in Carburetion & Fuel Injection, Certificate in Speedometer Repair & Electronic Control Modules

Suburban Propane Safety Training

Certificate in Liquid Propane Safety Training

PROFESSIONAL ASSOCIATIONS

Alternative Fuel Metro Bus Project Team Member, Greater Portland Council of Governments

Contact this candidate