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Service Manager Resume Example

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SERVICE MANAGER
Summary

Service Manager offering over 18 years of HVAC experience. Proficient in business practices, standards of operation and satisfying customer needs. Sets and maintain high expectations for all team members.

Skills
  • Expert in word, excell and infor
  • Process optimization
  • Staff management
  • Reporting and documentation
  • Task delegation
  • Relationship development
  • Planning and coordination
  • First Aid/CPR
  • Project organization
  • Business operations
  • Supervision
  • Communications
  • Team management
  • Operational improvement
  • Customer Service
  • Safety Manager for Company
Experience
McMillan James Equipment Company | Grapevine, TXService Manager05/2002 - Current
  • Adhered to customer service standards to foster satisfaction and retention.
  • Collaborated with customers to offer solutions to service needs.
  • Hired and developed service department staff to drive performance.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Created employee work schedules to keep shifts properly staffed.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Created written estimates and obtained customer consent to proceed.
  • Delivered positive reinforcement and constructive criticism for employee work efforts.
  • Reviewed inventory levels and ordered supplies to keep parts in stock.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Motivated, led and supported employees to maintain low turnover.
  • Informed and educated department employees on changes from management.
  • Established and enforced clear safety policies to protect workers from injury.
  • Eliminated knowledge gaps by managing continuous training and mentoring strategies for new and junior personnel.
  • Created agendas and communication materials for team meetings.
  • Coordinated efficient maintenance schedules to keep systems running at peak levels.
  • Liaised with vendors to coordinate delivery schedules and promote customer satisfaction.
  • Followed-up with customer after sale to identify and resolve service, account or technical issues to maintain customer satisfaction.
  • Calculated total costs for service delivery including production, delivery and installation to provide customer with accurate quote.
  • Liaised between outside sales representatives to optimize customer service.
  • Gathered pertinent information to place orders for Parts for various manufacturer's.
  • Maintained detailed account records and contact logins into Manufacturing software to estimate parts and equipment pricing for quotes and release for production and shipment.
  • Investigated sales and service issues to provide effective resolutions.
  • Negotiated prices, terms of sale and service agreement to close final steps of transaction and achieve desired outcome.
  • Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
  • Employed mathematical skills to calculate purchase, negotiate price and draft contract.
McMillan James Equipment Company | Grapevine, TXProject Manager, Inside Sales & Parts Manager05/2002 - Current
  • Project Manager
  • Set up customer accounts in INFOR with complete information.
  • Employed mathematical skills to calculate purchase, negotiate price and draft proposals.
  • Leveraged digital and telephone approaches to generate sales leads.
  • Cultivated and strengthened customer relationships to drive revenue growth.
  • Product Managed 6 accounts that sold for a combined $3,732,162 to generate $1,254,704 in profit during 2019.
  • Coordinated with different service providers such as the electrician, Crane specialist, Duct work specialist, plumbers and Foreman to ensure the job was completed to satisfactory of our customers.
  • Responded quickly to customer questions and resolved issues.
  • Attended various events, including workshops and trade shows to network with new contacts.
  • Provide warranty services after the job was complete.

Inside Sales Specialist

  • Prepared Quotes, Submittals and IOM's for jobs.
  • Corresponded with factory for order entry, warranty and parts.
  • Liaised with vendors to coordinate delivery schedules and promote customer satisfaction.
  • Used specifications and schedules to price up equipment for quoting purposes.
  • Followed-up with customer after sale to identify and resolve service, account or technical issues to maintain customer satisfaction.
  • Calculated total costs for service delivery including production, delivery and installation to provide customer with accurate quote.
  • Liaised between outside sales representatives to optimize customer service.
  • Negotiated prices, terms of sale and service agreement to close final steps of transaction and achieve desired outcome.
  • Communicated with factories for accurate quotes and lead times.
  • Released equipment to factory for production.

Parts Manager

  • Assisted with parts identification and order entry.
  • Issued Purchase orders, invoices and work orders.
  • Gathered pertinent information to place orders for Parts for various manufacturer's.
  • Maintained detailed account records and contact logins into Manufacturing software to estimate parts and equipment pricing for quotes and release for production and shipment.
  • Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
  • Negotiated contracts with vendors to achieve optimal performance within budget parameters.
  • Developed relationships with several vendors for local parts needed to support our service department.
Mestek Inc. | Dallas, TXSales Application Engineer10/1997 - 05/2002
  • Handled all delegated tasks, including sales support and order entry.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Delivered LJ Wing product to customer locations.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Leveraged LJ Wing Software to input and compile data gathered from various sources.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Maintained updated sales knowledge through manufacturer representatives.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
Education and Training
The University Of Texas At Arlington | Arlington, TXBBA in Management
Tarrant County College District | Fort Worth, TXAssociate of Arts in Police Science
Certifications
  • Microsoft Office Specialist (MOS)
  • Salesforce
  • First Aid/CPR
  • Project Management Experience
Dectron Certified Technician

Participated in 40 hour training seminar for Dectron Dehumidifiers and passed the final exam to be a certified technician.

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Resume Overview

Companies Worked For:

  • McMillan James Equipment Company
  • Mestek Inc.

School Attended

  • The University Of Texas At Arlington
  • Tarrant County College District

Job Titles Held:

  • Service Manager
  • Project Manager, Inside Sales & Parts Manager
  • Sales Application Engineer

Degrees

  • BBA in Management
    Associate of Arts in Police Science

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