Service Manager with Strong Customer-Focused Leadership
Resume:
Please accept this letter as my sincere interest in working for your business. I am seeking a responsible position with opportunities for growth, broader experience and advancement potential.
As you will note, I offer a valuable career history reflecting proven abilities and excellent dedication.
I can assure you that I will provide customer service and productivity in an energetic, creative, and professional manner.
There are four areas I feel I can excel in; based on the criteria you are looking for:
Customer Service
Excellent work history
Excellent interpersonal skills – a team player
A professional demeanor
My objective is to help your company with all the goals set forth.
I would welcome the opportunity to explore this in more depth – possibly via telephone or in person.
Thank you for reviewing my experience and qualifications and hope to hear back from you at your earliest convenience.
Sincerely,
John Lourenssen
Foley RV Center
Service Manager
August 2018 to Present 6yrs 7mos
Southern Mississippi, Southern Louisiana
Service Manager, Service Writer, Shop Foreman
Achievements: Received in 2023 being the second highest rated repair award for making Foley RV the nation, 2024 being number one highest facility in nation for Foley RV
Skills:
Service Delivery, Customer Service Management
Service Operations
) Collaborate as a team to ensure a seamless repair business that consistently achieves profit
) In overseeing all unit repairs, call on excellent troubleshooting
competencies to handle any issues that arise and affect daily functions
) Make certain that all Technicians remain productive and are assigned enough work to remain
busy with no slack time and high caliber performance
) Keep the shop profitable by keeping workflows steady, guide and advise Technicians in solving
Issues
) Arrange for external vendors to repair units that need to be outsourced, also contact
manufacturers if issues with what they authorize for repair times is not sufficient, or if repairs
need special considerations.
) Also resolve customer issues that may occur, assist Service Writers in working through issues
with Technicians of clients, also to ensure parts accuracy and resolve instances were inaccuracy
occurs.
Dixie RV Super Stores
Production Manager
2017 – August 2018 1yr 8mos
Hammond, LA.
SKILLS:
) Guide, mentor and supervise a capable, confident team comprised of 13 technicians
and 6 Service writers
) Collaborate as a team to ensure a seamless repair business that consistently achieves profit
) Ensure quality control in overseeing all unit repairs, call on excellent troubleshooting
competencies to handle any issues that arise and affect daily functions
) Make certain that all Technicians remain productive and are assigned enough work to remain
busy with no slack time and high caliber performance
) Keep the shop profitable by keeping workflows steady, guide and advise Technicians in solving
Issues
) Arrange for external vendors to repair units that need to be outsourced, also contact
manufacturers if issues with what they authorize for repair times is not sufficient, or if repairs
need special considerations.
) Also resolve customer issues that may occur, assist Service Writers in working through issues
with Technicians of clients, also to ensure parts accuracy and resolve instances were inaccuracy
occurs.
(1)
Pawpaw’s Camper City
Parts and Service Director
2013 – 2017 4yrs
Picayune, MS.
SKILLS:
) Effectively established, developed, mentored and managed a dedicated team, with direct
supervision responsibilities for a team of 16 employees
) Generated an ongoing flow of productivity as related to repairs within the customer and
internal units adhered stringently to high standards for customer service at all times.
) Directed hiring functions including the recruitment, selection and training of new hires,
also led payroll processing duties for all staff.
) Inspected completed units to guarantee top-notch completion of work across each.
) Carefully monitored the P&L and took full responsibility, maintained related reports
as needed.
) Leveraged sound organizational know-how to schedule customer units and assign
corresponding work orders to staff.
) Proved crucial in restructuring the Service Department from accruing $20K a month in
losses to clear a monthly profit of $50k.
Travel Centers of America
Service Manager
2010 – 2013 3yrs
Slidell, LA.
) Oversaw a qualified and trusted team of 17 supervisees, handled scheduling team-wide and
trained all staff members on the importance of customer service delivery.
) Also handled employee evaluations, all hiring practices, salary adjustments and time
adjustments as well.
) Managed payroll, billing, payment processing and P&L, among other fiscal duties.
) Completed ASE Certification in Inventory Control, located parts and replenished stock
as needed.
) Produced detailed, thorough weekly and monthly reports as directed for corporate review.
Champion Chrysler Jeep Dodge
Customer Service Representative
2009 – 2010 1yr
) Fulfilled dispatcher duties as well, operated in both supervisory and advisory capacity to
deliver consistent, trusted leadership to less experienced personnel.
) Participated in daily duties such coaching and leading a highly qualified team of
seven Technicians, included scheduling work and assigning specific tasks to each
technician
) Sharpened documentation capabilities by completing reporting duties as requested by
management team members.
(3)
Sombrero Country Club
Equipment Manager
2006 – 2009 3yrs
) Supervised employees in working across all categories of equipment repairs such as hydraulics,
pneumatic, electrical, welding, fabricating, basic machining, reel and bed knife grinding, as
well pump repairs.
) As stock levels ran low or items not stocked were needed, all supplies and parts were ordered
were necessary to complete repairs and maintain machinery.
) Handled staff scheduling and performance assessments, which included discussing each
individual’s strengths and areas for improvement.
) Headed building repairs including carpentry assess the quality of all work and ensure smooth
running across all machine units.
) Maintained and repaired the following: John Deer 310 backhoe, Club Car and E-ZGO golf
carts, Toro 4700 60hp Rough Mower, Jacobson 50 HP, IF3800Fairway Mowers and Jacobson
GTOIV Green Mowers,
) Also worked on Toro 3050 mowers, John Deer Gator, GMC 5-ton Dump, Toto Fertilizer
Sprayer, Bandit, Industrial Brush Chipper, Industrial Generator, Shop Compressor, Weed
eaters and Cut-Off saws.
) Worked in Security role in 2006 before being swiftly promoted, completed minor maintenance
as week as building and perimeter security including patient watch process
Champion Chrysler Jeep Dodge
Service Writer/ Assistant Manager
2001 – 2005 4yrs
) Engaged in service writing with the utmost in precision
) Led team of Technicians in delivering quality customer service to the best of their
respective abilities
(4)
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