Richard Glauben
Gulfport
Summary
I have finally relocated out of the cold and snow. I am eager to bring my skills and experience to the Gulf Coast.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Director
EMPIRE TRUCK SALES
Biloxi
01.2023 - Current
- Managed daily operations of service department, delivering high-quality customer support.
- Implemented process improvements to increase efficiency in service delivery and turnaround times.
- Collaborated with technicians to troubleshoot complex vehicle issues and coordinate repairs.
- Analyzed service reports to identify trends and make informed operational decisions.
- Facilitated weekly team meetings to track project progress, review customer feedback trends, and develop solutions for identified challenges.
- Oversaw recruitment process for new customer service personnel and conducted interviews with prospective candidates.
- Built strong relationships with clients, enhancing loyalty and creating repeat business opportunities.
Location Manager
DATTCO Inc
Boston
04.2017 - 01.2023
- Leading a busy Boston location of a premier dealership family. As a former tech my hands-on approach to leadership has been well received and respected. I fully understand the trials and tribulations that today's modern tech endures daily. My desire to limit downtime and achieve the highest level of customer service is what drives me day to day.
- Managed service and parts operations, ensuring alignment with sales, gross profit, and customer service goals while maintaining high customer satisfaction.
- Inspired and developed service team to meet operational goals effectively.
- Assist techs with any technical issues that I might be able to shed some light on.
- Monitored profitability, growth, productivity, and operational compliance to uphold housekeeping standards.
- Taking appropriate action to identify and correct staff non-compliance and/or non-achievement.
- Maintained a safe and healthy work environment in compliance with state, local, and federal laws.
- Oversaw operations for Thermo King International Bus, ensuring efficient service and compliance with standards.
Service Manager
Freightliner of New Hampshire
Londonderry
01.2013 - 03.2017
- Achieved all-time high in shop performance and technician morale during tenure as Service Manager.
- Oversaw operations of high-volume class 8 truck service department.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Managed yearly budget, ensuring adherence to financial guidelines.
- Setting goals for the service department.
- Making sure any and all disciplinary actions fall within the guidelines of the state labor board as well as state law.
- Scheduling training for the entire service department.
- Making sure the shop is OSHA compliant.
- Londonderry, Nh
Shop Foreman
Kenworth Sales
Las Vegas
01.2009 - 01.2013
- Assigned jobs to ten technicians, prioritizing workload to meet service demands.
- Schedule shop work based on staffing schedule.
- Resolved job-related questions and issues for technicians, ensuring smooth operations.
- Ensure quality control by verifying all work is complete, the truck is clean and ready to be returned to the customer.
- Supported the service manager in managing the daily activities of the busy service department.
- Handled customer concerns or complaints as first-line support, enhancing customer satisfaction.
- Las Vegas, NV
Education
High school diploma -
Marshfield Senior High School
Marshfield, MA01-1990
Skills
- Service management
- Fleet Management
- Logistics Coordination
- Safety Compliance
- Operational Oversight
- Budget management
- Financial reporting
- Payroll and budgeting
- Technical Troubleshooting
- Team leadership
- Management
- Customer service
- Staff development
Certification
Class A CDL with Hazmat and Tanker endorsements, Present
References
- Frank Lieone, Fleet manager, Siegel Egg, Billerica, MA, 617-839-2798
- Deanna Hatch, General Manager, Tiny and Sons Glass, Pembroke, MA, 781-831-7313
- Ken Sullivan, Shop manager, DeMoulas Inc, 978-423-6482
Relocation Statement
I have finally relocated out of the cold and snow. I am eager to bring my skills and experience to the Gulf Coast.
Assessments
- Customer Focus & Orientation, Highly Proficient, 08/01/20
- Work Style: Reliability, Completed, 08/01/20
Timeline
Service Director
EMPIRE TRUCK SALES
01.2023 - Current
Location Manager
DATTCO Inc
04.2017 - 01.2023
Service Manager
Freightliner of New Hampshire
01.2013 - 03.2017
Shop Foreman
Kenworth Sales
01.2009 - 01.2013
High school diploma -
Marshfield Senior High School