Personable Service Manager offering over 12 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team and company success.
Skills
Customer Service Support
Service Schedule Coordination
Service Desk Team Management
Customer Needs Assessment
Customer Relations Management
Service Department Operations
Revenue Growth
Employee Development
Preventative Maintenance Plan Coordination
Customer Complaint Resolution
Salesforce CRM
SAP
MS Office / Open Office
Concur
Work History
Customer Support Specialist Lead- Ford Account, 09/2013 - Current Canon Solutions America – Horsham, PA,
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Served customer account and technical needs across 7 separate facilities, consistently meeting productivity targets in regards to equipment downtime.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
SPOC for customer requests for products, services and company information.
Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Used company troubleshooting documentation to evaluate technical problems and find appropriate solutions.
Evaluated account and service histories to identify trends, using data to mitigate future equipment failures.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Field Service Manager, 11/2009 - 08/2011 Canon Solutions America – Independence, OH,
Assessed operational needs and equipment availability to develop to correspond with upcoming service activities.
Provided technical support for complex laboratory equipment.
Reduced time to complete service calls and expertly retained key customers.
Led team of up to 35 service technicians in field activities.
Evaluated employee performance on annual basis and conveyed constructive feedback to improve skills.
Established team priorities, maintained schedules and monitored performance.
Developed and administered project budgets.
Defined clear targets and objectives and communicated to other team members.
Prepared quotes for services, spare parts, and preventative maintenance activities.
Prepared department annual operating budget forecast.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Used automotive industry expertise, customer service skills and analytical nature to resolve customer concerns and promote customer loyalty.
Continuously encouraged employees within service department to present positive and exemplary image to customers through professional behavior, clear and concise communication, and timely arrival to assigned location.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Field Service Manager , 11/2009 - 08/2011 Altair – New York, NY,
Assessed operational needs and equipment availability to develop to correspond with upcoming service activities.
Reduced time to complete service calls and expertly retained key customers.
Provided technical support for gaseous analytical equipment.
Led team of up to 28 service technicians in field activities and in-house technical hotline.
Reduced time to complete service calls and expertly retained key customers.
Responsible for ISO17025 accredited in-house repair center and calibration laboratory.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Supervised field repairs, reported issues and escalated those that required further assistance.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Quality Engineer, 01/2005 - 10/2009 Mercedes-Benz US International – City, STATE,
Performed quality inspections and drafted reports to detail non-conforming vehicles.
Demonstrated product and quality expertise in product inspections with FMVSS, VDA9, EPA, and CARB.
Developed training protocols in alignment with company quality standards and global processes.
Produced reports on diagnostic outcomes, non-compliance issues and other negative factors discovered during Conformance of Product (COP) testing.
Coordinated with quality control and manufacturing staff to complete inspections.
Escalated concerns about project and process quality, referring discovered issues to Daimler AG, Germany for correction.
Built strong rapport with international team members, management,and engineering staff to facilitate standardization of laboratory processes.
Utilized knowledge of VDA9, EPA CFR, CARB, and ISO procedures to develop action plan for local process standardization.
Participated in multi-national defect reviews to discern and address root causes.
Applied US and international regulations to products slated for international delivery.
Responded to technical concerns quickly and effectively devised solutions.
Performed analysis on automotive exhaust after treatment systems technical designs and prototypes in development stage.
Education
High School Diploma: , Expected in - Louis Lake High School - Garden Grove, CA, GPA:
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