Service Administration Manager Parts & Service Operations
Resume:
KATHERINE GRACE HICKS
Benton, AR
501-***-**** *********@*****.***
SERVICE ADMINISTRATION MANAGER
Forklift & Heavy Equipment – Parts & Service Operations PROFESSIONAL SUMMARY
Trusted service and operations professional with 27 years of success in forklift and heavy equipment parts and service environments. Recognized for strong customer relationships, decisive problem-solving, and cross-functional leadership. Known as a dependable “go-to” resource who drives results, resolves complex issues, and ensures customers and teams receive the highest level of support.
CORE COMPETENCIES
• Service & Operations Management
• Customer Relations & Retention
• Invoice Review & Revenue Protection
• Cross-Functional Communication (Parts & Service)
• Team Leadership & Staff Development
• Conflict Resolution & Negotiation
• Process Improvement & Change Adaptation
• Vendor & Account Management
PROFESSIONAL EXPERIENCE
Service Administration Manager
Service Department 2020 – 2023
(Promotion within organization)
• Managed a team of 6 Service Administrators while providing direct operational support to 60+ Field Service Technicians.
• Oversaw billing accuracy, work-in-progress (WIP) reports, invoice audits, and discrepancy investigations to protect company revenue.
• Acted as primary liaison between customers, vendors, technicians, and internal leadership to ensure clear communication and timely resolution.
• Exercised semi-high decision-making authority to adjust invoices, resolve disputes, and manage special vendor projects.
• Led hiring, onboarding, training, mentoring, and performance management, including evaluations and corrective actions.
Key Impact
• Resolved high-risk customer disputes, retaining long-standing clients through empathetic communication and fair resolution.
• Prevented revenue loss by identifying invoice discrepancies and enforcing billing criteria.
• Maintained service continuity during departmental reorganizations and system transitions. Field Service Coordinator
Service Department 2017 – 2020
• Coordinated daily service operations across multiple functional areas including shop, preventive maintenance, and material handling.
• Served as the central point of contact for service customers, technicians, and vendors.
• Managed WIP reporting and ensured accurate information flow to appropriate personnel.
• Supported technicians with administrative, account, and scheduling needs to maximize field productivity.
Parts Sales & Service Specialist
Parts Department 1998 – 2017
• Built long-term customer relationships through responsive service, product expertise, and trust-based support.
• Developed extensive knowledge of forklift and heavy equipment parts across multiple equipment lines.
• Earned a reputation for reliability, problem-solving, and customer advocacy.
• Completed Gold Level Toyota Parts Training, strengthening technical and product proficiency.
LEADERSHIP & COLLABORATION
• Direct management of administrative teams; indirect support of large technician workforce
• Hiring, training, mentoring, and succession planning
• Performance reviews and corrective action documentation
• Key communication bridge between Parts and Service Departments
• Trusted advisor for personnel, policy, procedure, account, and system questions ACHIEVEMENTS & RECOGNITION
• Known company-wide as the “Cheat Code”—the person others relied on to solve complex or sensitive issues
• Consistently praised as a supportive, fair, and trusted leader
• Leadership confidence: “If it was given to Katherine, it would be handled”
• Protected vendor relationships and revenue through expert process and system knowledge TECHNOLOGY & SYSTEMS
• Oracle EBS
• Service Channel
• Tinnacity
• Microsoft Outlook & Word
EDUCATION & TRAINING
• High School Diploma, 1989
• Gold Level Toyota Parts Training
• Ongoing customer interaction and service-focused professional training PROFESSIONAL VALUES
Integrity • Accountability • Knowledge Sharing • Customer Advocacy • Reliability
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