Shawn Schoen
Sauk Rapids
Summary
I am applying for the position of Service Manager. This is a very exciting opportunity and I feel that I have the knowledge and experience to be successful 20 years of management background. I am very motivated, organized, and a very quick learner. I feel this would be a very easy transition. I have exceeded expectation in all career paths that I have pursued. I am a highly skilled Service Manager with relevant background in leading customer-focused teams and implementing effective service strategies. Strong managerial capabilities, including team leadership, problem-solving skills, and a keen ability to multitask under pressure. Demonstrated success in improving customer satisfaction levels, streamlining operations, and fostering positive work environments.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Service Advisor
Nuss Truck & Equipment
Monticello
02.2023 - Current
- Assisted customers with service inquiries and equipment recommendations.
- Scheduled service appointments to optimize workflow and efficiency.
- Coordinated communication between customers and technicians for clarity.
- Educated customers on repairs needed and maintenance recommendation.
- Processed warranty claims and managed related documentation effectively.
- Resolved customer complaints promptly to ensure satisfaction with services.
- Collaborated with sales team to identify upselling opportunities during consultations.
- Promptly responded to customer inquiries via phone, email or in person.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Greeted customers and addressed their needs in a professional manner.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Collected deposits or payments and arranged for billing.
Service Advisor/Foreman
Gatr Truck Center
Sauk Rapids
06.2018 - Current
- Customer service
- Dispatching work to technicians
- Setting expectations for sales staff and technicians
- Keeping track of employee hours and making sure proficiency and efficiency levels are above goal
- Keeping all employees on task to keep shop flowing
- Shop moral
- Master Certified
- Making sure estimates are correct and on time - keep or effective labor rate at or above goal
- Keeping track of inventory
Assistant Manager & Store Manager
Royal Tire
St. Cloud
07.2012 - 12.2017
- Guest services and relations
- Manage traffic flow in service area and sales
- Estimating, inventory, scheduling (guests and employees), interviewing, entering payroll hours, and reviews. Setting expectations for sales staff and technicians
- Making sure all employees are following company policies and procedures
- Setting budget/plan and putting a business plan together to meet or exceed these expectations
- Hold employees accountable for day to day tasks
Service Manager
Tires Plus
St. Cloud
06.2008 - 07.2012
- Manage the service area
- Finished 2nd at Top Gun Training
- Setting expectations of employees and constant follow up.
Store Manager and Service Manager
Granite City Tire & Auto
Sartell & St. Cloud
04.1998 - 05.2008
- Worked with budgeting, A/R, A/P, payroll, and P and L statements
- Some Marketing (radio and mailers)
- Manage over all flow of business from Guest, Employees, and Community
Education
AAS - Accounting
St. Cloud Technical College
St. Cloud01.2012
High School -
Sauk Center High School
Sauk Center01.1992
Skills
- Customer service
- Warranty processing
- Service scheduling
- Technician coordination
- Repair estimating
- Customer relationship management
- Effective communication
- Conflict resolution
- Records management
- Workflow management
- Service order flow
- Client rapport
- Multitasking and organization
- Goal-oriented mindset
- Strong work ethic
Certification
- Master Certified Service Advisor
References
References available upon request.
Timeline
Service Advisor
Nuss Truck & Equipment
02.2023 - Current
Service Advisor/Foreman
Gatr Truck Center
06.2018 - Current
Assistant Manager & Store Manager
Royal Tire
07.2012 - 12.2017
Service Manager
Tires Plus
06.2008 - 07.2012
Store Manager and Service Manager
Granite City Tire & Auto
04.1998 - 05.2008
AAS - Accounting
St. Cloud Technical College
High School -
Sauk Center High School