Customer Service Maintenance

MICHAEL E CRUMLETT

**** ***** ***, ********** ** 847-***-**** *********@*****.***

Summary

I am a career automotive service specialist with a background in business management. I

have experience working on all manner of passenger and commercial vehicles, as well

as in precision machine work, hydraulics, pneumatics, and electric drive systems. My

recent experience has been in the area of fleet management, where I have built a

reputation for providing superior customer service, effective management, and strong

analytical skills. I led the early development of the AutoIntegrate platform, as well as the

creation of EMKAY’s truck maintenance platform. I possess strong written and verbal

communication skills, an excellent work ethic, and good problem solving abilities.

job Skills

Mechanical/Technical Skills

ASE Master Certified Automotive and Truck Technician

Advanced level diagnostic certifications

Engine machining and assembly experience

Precision machinist with CNC experience

Software

MS Office proficiency – Word, Excel, PowerPoint, Outlook, OneNote

AS400, Mitchell, AllData, ADP, Reynolds and Reynolds shop management systems

GM, Ford, and Chrysler warranty and vehicle information systems (OASIS, ACES II, VIS,

DealerConnect)

AutoIntegrate Repair Management System and online portal

Experience

9/2003 to Manager, North American Truck Maintenance Operations, EMKAY, Inc

4/2015

Managed maintenance operations for a fleet of 30,000 passenger and commercial vehicles

Created PM schedules for all vehicles based on make, model, year, and vehicle usage

Integrated Canadian call center operations

Managed a staff of 16 employees in multiple call centers in the US and Canada

Managed department P&L and regular business reviews

Oversaw processing of over 15,000 repair and maintenance transactions per month

Wrote all copy for truck maintenance program

Oversaw DOT/FMCSA compliance for commercial vehicles

Developed and launched an online vendor portal and operating system in partnership with

AutoIntegrate

Integrated new customer fleets

Reviewed and processed customer warranty requests

Acted as liaison between fleet customers and auto manufacturers

3/2003 to Master Technician, Carmax

8/2003

Performed repair and maintenance on all makes and models of cars and light trucks

Prepared estimates for retail, internal, and warranty customers

Performed pre-owned vehicle evaluation and reconditioning

8/2001 to Maintenance Advisor, LeasePlan USA

3/2003

Managed repair and maintenance of fleet vehicles

Processed a high volume of transactions daily

2/1998 to Junior Moldmaker, Armin Industries

8/2001

Preparation and assembly of moldbases

Precision manual milling, grinding, and lathe turning

CNC milling and grinding

Minor repair and maintenance of machine tools

3/1996 to Master Technician, Accurate Auto

2/1998

Repair and maintenance of all types of passenger and commercial vehicles

Prepared estimates for retail and warranty customers

Education

8/1991 to Automotive and Diesel Technology, Universal Technical Institute

10/1992

3/1998 to Certificate, Machine Tool Technology, TMA, administered by College of DuPage

3/2001

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