Service Manager

Location:

Mechanicsburg, PA, 17055

Salary:

90,000

Posted:

March 13, 2025

Contact this candidate

Resume:

CHARLES COATES JR

Hanover, PA ***** 717-***-**** *********.**@*****.***

Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to team success. Motivated Service Manager knowledgeable about mechanical service needs. Expert in operating vehicles, purchasing parts and satisfying customers. Driven to maintain reputation of excellence by keeping service operations cost-effective, speedy and high-quality. Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations.

• Strategic business planning

• Service quality management

• Revenue generation

• Relationship building

• Team leadership

• Outgoing and energetic

• Documentation and reporting

• Staff management

• Operational efficiency

Service Manager, 10/2022 - Current

Meyers RV Centes LLC – Joppa, Md

• Created employee work schedules to keep shifts properly staffed.

• Reviewed inventory levels and ordered supplies to keep products in stock.

• Hired and trained service department staff to drive performance.

• Utilized technology to streamline service operations and improve customer experience.

• Monitored employee performance through key metrics analysis.

• Analyzed competitive offerings to ensure the service department remained competitive.

• Led the recruitment and hiring process for new service department staff.

• Motivated and supported employees to maintain low turnover.

• Pitched in to complete various duties during peak periods or employee absences. SUMMARY

SKILLS

EXPERIENCE

• Implemented customer feedback mechanisms to gather insights and improve service offerings.

• Collaborated with customers to offer solutions to service needs.

• Managed team of technicians to ensure high-quality service delivery and customer satisfaction.

• Addressed customer questions and concerns regarding products and services.

• Monitored and analyzed service metrics to identify trends and areas for improvement.

• Prepared and managed the service department budget, optimizing expenses to increase profitability.

• Coordinated with the warranty department to process claims and provide customer support.

• Conducted regular training sessions for staff on new technologies and customer service best practices.

• Coordinated staff schedules to ensure adequate coverage during peak hours.

• Coordinated with sales and marketing teams to develop service offers and promotions. Represented the service department in executive meetings, providing reports and insights on performance and initiatives.

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Sales & Leasing Consultant, 12/2017 - 03/2021

Apple Subaru & Honda of PA

• Completed delivery of sold and leased products to customers within promised timeframes. Obtained referrals from satisfied customers by regularly following up with established personal and business customers.

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• Showcased available property via multiple social media platforms.

• Generated consistent interest by presenting non-confrontational selling processes to potential customers.

• Prospected for new sales and leasing customers via telephone, email and direct mail.

• Assisted customers during selection process and helped choose perfect products to meet individual needs.

• Communicated effectively with clientele to maintain customer satisfaction and loyalty. Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.

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• Met with store managers to discuss product needs, accomplish sales goals, and facilitate sales growth.

• Reached out to customers to set up appointments, check on satisfaction and suggest additional offerings.

• Increased repeat business using great customer service, problem-solving and conflict resolution skills. Omini Retail Internet Specialist, 11/2018 - 12/2019 G.H. Bass & Co. – Gettysburg, PA

• Built layouts according to customer parameters using HTML5 and CSS3.

• Designed websites, portals, and large-scale web applications for multiple clients.

• Collaborated with UX/UI designers to translate visual concepts into functional web applications.

• Integrated back-end services with PHP, Node.js, and Ruby on Rails to support website functionality. Optimized website load times and performance using techniques such as minification and content delivery networks (CDNs).

•

• Participated in agile development processes, including sprint planning and daily stand-ups. Developed e-commerce sites using platforms like Shopify and Magento, including payment gateway integration.

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• Designed and developed responsive websites optimized for mobile and desktop platforms.

• Coordinated with project managers to define scope, set timelines, and deliver projects within deadlines. Business Owner, 12/2016 - 12/2018

www.pimpmygarage.net

• Company Overview: Online Business - Garage Organization

• Online Business - Garage Organization

General Manager, 06/2016 - 12/2017

Advance Auto Parts – Hanover, PA

• Designed sales and service strategies to improve revenue and retention. Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.

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• Tracked monthly sales to generate reports for business development planning.

• Built and maintained loyal, long-term customer relationships through effective account management.

• Trained employees on duties, policies and procedures.

• Enhanced operational performance by developing effective business strategies, systems and procedures.

• Administered employee discipline through verbal and written warnings.

• Recruited, interviewed and hired qualified staff for open positions. Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.

•

• Supervised employees through planning, assignments, and direction.

• Guided management and supervisory staff to promote smooth operations.

• Managed inventory levels and conducted corrective action planning to minimize long-term costs.

• Created schedules and monitored payroll to remain within budget. Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.

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• Conducted employee evaluations to provide adequate feedback and recognize quality performance.

• Analyzed market trends to inform business decisions and strategies.

• Developed service and sales strategies to improve retention and revenue. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

•

• Reviewed financial statements and sales or activity reports to measure productivity or goal achievement. Service Mgr/ Tech Mgr/ Quality Manager, 03/2011 - 12/2016 Safelite Auto Glass – USA

• Created employee work schedules to keep shifts properly staffed.

• Hired and trained service department staff to drive performance.

• Reviewed inventory levels and ordered supplies to keep products in stock.

• Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.

• Oversaw daily operations of the service department, including scheduling and workflow management.

• Established and enforced safety protocols to ensure a safe working environment for all employees.

• Coordinated with sales and marketing teams to develop service offers and promotions.

• Maintained inventory of parts and supplies, ensuring availability for service tasks.

• Led the recruitment and hiring process for new service department staff.

• Implemented customer feedback mechanisms to gather insights and improve service offerings.

• Utilized technology to streamline service operations and improve customer experience. Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.

•

• Motivated and supported employees to maintain low turnover.

• Established key performance indicators (KPIs) for the service team to measure success and productivity.

• Analyzed competitive offerings to ensure the service department remained competitive.

• Adhered to customer service standards to foster satisfaction and retention.

• Conducted regular training sessions for staff on new technologies and customer service best practices.

• Monitored and analyzed service metrics to identify trends and areas for improvement. Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.

•

• Enforced customer service standards and resolved customer problems to uphold quality service.

• Led team meetings and one-on-one coaching sessions to continuously improve performance.

• Monitored staff performance and addressed issues. Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

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• Resolved customer complaints and issues promptly, maintaining a positive brand image.

• Analyzed market trends and competitor activity to inform business strategy.

• Enhanced customer satisfaction through the development of a customer service excellence program.

• Led a team of XX employees, ensuring high productivity and excellent customer service. Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.

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• Managed inventory levels to meet demand without overstocking, reducing waste. Business Owner, 01/2000 - 02/2010

C & J Auto Glass Inc. – Md, VA, DC, PA, USA

• Interviewed, trained and supervised employees.

• Kept up-to-date on regulatory changes affecting business operations. Created and implemented marketing and advertising strategies to support revenue goals and promote strategic growth.

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• Set pricing structures according to market analytics and emerging trends.

• Kept records for production, inventory, income, and expenses. Supervised company social media and marketing efforts to expand brand awareness and attract new customers.

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• Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.

• Managed operations budgeting, accounts payable, and accounts receivable and payroll.

• Prepared weekly schedules to verify proper floor coverage within fiscal guidelines. Developed business from ground up and prepared records and operations for smooth handover to new owners.

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• Resolved issues quickly through meticulous research and quick decision-making.

• Promoted business on social media platforms to maximize brand identity and generate revenue.

• Mentored and trained new hires on sales techniques and customer service procedures.

• Conferred with customers to understand needs and finalize purchase orders. Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.

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• Analyzed financial statements and trends to manage cash flow and make business decisions.

• Conducted competitive analysis to inform strategic planning and positioning.

• Determined pricing for products or services based on costs and competition.

• Improved company's quality and productivity by streamlining systems and processes.

• Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked. Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

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• Formed and sustained strategic relationships with clients. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

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• Delegated work to staff, setting priorities and goals.

• Monitored progress by establishing plans, budgets and measuring results.

• Prepared staff work schedules and assigned team members to specific duties. Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

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• Mitigated business risks by working closely with staff members and assessing performance.

• Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked. Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.

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• Created effective business plans to focus strategic decisions on long-term objectives.

• Directed or coordinated financial or budget activities to fund operations and maximize investments.

• Forecasted customer demand to set prices or credit terms for goods or services. Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

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Service Manager, 01/1998 - 10/1999

Orkin Pest Control – Baltimore, Area