Summary
Overview
Work History
Skills
Accomplishments
Timeline
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JEFFREY HOFFMAN

Hummelstown,PA

Summary

Knowledgeable and dedicated Service and Parts Manager with extensive experience in the automotive industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Overview

39
39
years of professional experience

Work History

Service Coordinator Level III

Serco-NA, Inc
02.2023 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving service issues.
  • Wex Program Coordinator
  • Streamlined service coordination processes for improved team productivity and response times.
  • Track Productivity for all 14 Locations
  • Managed scheduling and client requests, ensuring timely and effective service and delivery.
  • Collaborated with cross-functional teams to optimize service operations and improve client experiences.
  • Coordinator of all on the Job Training and Certification
  • Oversee 4 locations
  • Parts Inventory Coordinator
  • Fuel Card management
  • Ez Pass Management
  • Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
  • Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
  • Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.
  • Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
  • Introduced innovative solutions to address common challenges faced during the execution of specific tasks assigned or projects undertaken.

Assistant Service Manager

Susquehanna Chrysler/Dodge/Jeep/Ram
03.2022 - 02.2023
  • All Training up to date for Stellantis
  • Overlook all service advisors
  • Dispatch work
  • Loaner fleet management
  • Ensure timely completion of all work
  • Payroll
  • Master qualified Stellantis
  • Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity
  • Evaluate final results to determine quality levels and isolate root causes of any identified faults
  • Monitored safety compliance to maintain strict standards and protect team members from harm
  • Met with customers to discuss service needs and offer available solutions
  • Followed up with customers during and after installations to verify satisfaction
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.

Service Manager and Parts Manager

Platinum Group
08.2021 - 03.2022
  • Followed up with customers during and after installations to verify satisfaction
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
  • Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary
  • Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity
  • Evaluated final results to determine quality levels and isolate root causes of any identified faults
  • Monitored safety compliance to maintain strict standards and protect team members from harm
  • Met with customers to discuss service needs and offer available solutions
  • Increased sales 42% and maximizing overall revenue
  • Developed written plans and obtained customer consent to proceed
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
  • Guided techs on automotive repair, tool usage, and equipment operation
  • Oversaw team of service professionals focused on automotive repair
  • Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues
  • Managed efficient teams of up to 4 employees.

Quick Lane Manager

Maguire's Ford
09.2019 - 08.2021
  • Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity
  • Optimized supply levels to keep stock within ideal parameters for expected needs
  • Monitored safety compliance to maintain strict standards and protect team members from harm
  • Organized ongoing maintenance schedules to boost system performance
  • Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members
  • Oversaw team of service professionals focused on automotive repair
  • Managed efficient teams of up to 9 employees
  • Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time
  • Analyzed account information to improve and optimize customer relations
  • Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.

Service Advisor

Triple K Fleet
09.2019 - 09.2020
  • Suggested add-on services that would be helpful to customers and improve the bottom line
  • Pleasantly greeted customers and asked open-ended questions to better determine needs
  • Handled customer issues with confidence, using complex problem-solving to provide effective resolution
  • Documented problems and corrective actions to maintain records
  • Developed estimates by costing materials, supplies, and labor
  • Developed documentation and logs of implemented solutions and generated and submitted reports
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service
  • Maintained high customer satisfaction standards to meet or exceed targets
  • Increased efficiency and performance by monitoring team member productivity and providing feedback
  • Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests
  • Promptly responded to inquiries and requests from prospective customers.

Service Adviser

Five Star International, LLC
08.2016 - 09.2020
  • Ascertained automotive problems and services by listening to the customer's description of symptoms
  • Clarified the description of problems when necessary
  • Checked vehicle maintenance records when available
  • Organized service schedules
  • Verified warranty and service contract coverage by examining records and explaining provisions and exclusions to the customer
  • Developed estimates by the cost of materials, supplies, and labor; calculates the customer's payment, including deductibles
  • Prepared repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required obtaining approval signatures when needed
  • Entered RO into the service database system
  • Maintained customer rapport by explaining estimates and expected return of the vehicle
  • Obtained the customer's approval of estimates prior to the start of repair
  • Obtained and provided contact telephone numbers
  • Answered questions and concerns
  • Arranged towing and temporary transportation when necessary
  • Maintained automotive records by recording problems and corrective actions
  • Updated job knowledge by participating in educational opportunities; reading manufacturers' publications, certification courses, and individual study
  • Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Master Sales Consultant / Auto Service Advisor

Hoffman Ford
09.2018 - 09.2019
  • Explained estimates and determined repair timelines to manage customer expectations
  • Supervised and mentored 7 team members and facilitated daily service operations to drive business growth
  • Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies
  • Communicated issues to supervisor and helped develop solutions
  • Delegated and supervised vehicle bodywork to the body team for restoration and remediation
  • Maintained awareness of vehicle market trends to assess customer demands and budgets
  • Gave accurate quotes on needed repair work, fully educating customers on possible options and plans of action
  • Retained accurate records of purchases, titles, and sales
  • Measured the depth of current tire tread and educated customers about the dangers of low tread
  • Assessed vehicle maintenance status and completed needed service.

Machinist Mate

United States Navy
12.1984 - 10.1992
  • Operated, maintained, and repaired ship propulsion machinery, auxiliary equipment, and outside machinery
  • Operated and maintained marine boilers, pumps, forced draft blowers, and heat exchangers
  • Performed tests, transfers, and inventory of lubricating oils, fuels, and water
  • Maintained records and reports
  • Trained and instructed subordinates in duty assignments
  • Effective decision-maker in high-pressure environments
  • Patrolled areas and allowed restricted area access for authorized personnel.

Skills

  • POS systems operations
  • Customer Relations
  • Operations management
  • Purchasing oversight
  • Goal Setting
  • Stock management
  • Improving customer satisfaction
  • Returns processing
  • Staff Training
  • Process and procedure development
  • Developing brand messaging
  • Analytical and Critical Thinking
  • PPE Compliance
  • Excellent Communication
  • Service monitoring and evaluation

Accomplishments

  • Isuzu Certified
  • Cummins Certified
  • Ford Master Sales Certified
  • Ford Master Advisor Certified
  • Ford Master Service Manager Certified
  • Mitsubishi Certified
  • Mitsubishi Service Manager Certified
  • Mitsubishi Parts Manager Certified
  • Mitsubishi Outlander 2022 Certified
  • Introduction to IDSS II
  • Technician Efficiency
  • Repair Order Documentation
  • Warranty Administration
  • Keeping your Customer Informed
  • Success in the Service Drive
  • Vehicle Health Reports
  • ATR Introduction
  • Navistar Education : Navistar -iKnow Programs 1-5
  • Aftertreatment System
  • Renewed Engine Opportunity
  • Ld- Navistar Safety
  • Managing Workflow through Service Dept
  • Project Confirmation 3.0
  • Prostar Introduction for Technicians
  • Service Estimating /Using Service Estimating
  • You and Your Customer
  • Delivering Service Through Customer Follow up
  • Initial Contact - Diagnosis
  • Service Portal
  • Supporting Lead the Manager's Role
  • IPS1-3
  • Maximizing Profitability
  • Warranty Certification
  • Warranty Dealer Teamwork

Timeline

Service Coordinator Level III

Serco-NA, Inc
02.2023 - Current

Assistant Service Manager

Susquehanna Chrysler/Dodge/Jeep/Ram
03.2022 - 02.2023

Service Manager and Parts Manager

Platinum Group
08.2021 - 03.2022

Quick Lane Manager

Maguire's Ford
09.2019 - 08.2021

Service Advisor

Triple K Fleet
09.2019 - 09.2020

Master Sales Consultant / Auto Service Advisor

Hoffman Ford
09.2018 - 09.2019

Service Adviser

Five Star International, LLC
08.2016 - 09.2020

Machinist Mate

United States Navy
12.1984 - 10.1992

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JEFFREY HOFFMAN