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Skills

  • Team building
  • Operational efficiencies
  • Conflict resolution
  • Preventative maintenance software proficiency
  • Diagnostic Tool Implementation
  • Budgets
  • Metric equipment
  • Regulatory compliance
  • Supervision
  • MS Office

Work Experiences

  • Assessed machinery in need of repair, identified issues, and took corrective action to get it back in service as soon as possible.
  • Analyzed work orders.
  • Learned a wide range of equipment, including hand and power tool mastery, and applied my knowledge on a daily basis to perform routine and advanced repairs.
  • Achieved a 18% reduction in customer complaints.
  • Assessed and resolved service requests for over 5 clients monthly, maintaining a quality assurance rating of 44%.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Analyzed client product usage.
  • Assessed service requests for over 13 clients monthly.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Completed 11 high-value service contracts per year.

Summaries

  • Accomplished service leader with a strong focus on diagnostic tool integration, consistently reducing repair times by 51% while driving customer satisfaction. Experience includes managing a team of 17 technicians across multiple locations.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Built trust and rapport with clients.
  • Ability to streamline processes.
  • Achieved reductions in equipment downtime by 75%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at handling high-value service contracts.
  • Certified Head Service Technician.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a 60% reduction in equipment failure rates.

Accomplishments

  • Collaborated with team of 9 in the development of system.
  • Provided expedited resolution for complex mechanical failures utilizing advanced troubleshooting techniques, achieving Excellence Award as top service technician in 2016.
  • Orchestrated on-site repairs at Seattle, completing 16 high-value service contracts annually while meeting tight deadlines and enhancing customer satisfaction.
  • Developed and implemented field service evaluation metrics tracking performance, resulting in substantial 78% improvement over 18 months.
  • Resolved product issue through consumer testing.
  • Led team of 5 technicians to consistently achieve 50% within one year, improving overall service efficiency.
  • Developed and implemented preventative maintenance strategies that decreased equipment malfunctions by 70% and minimized operational disruptions.
  • Collaborated with customers to deliver tailored solutions for complex issues, resulting in a 72% improvement in first-time fix rates.
  • Led cross-functional projects aimed at reducing service response times, decreasing by 51% the time to reach customer sites, improving NPS scores.
  • Facilitated technical training for 17 new hires, ensuring rapid integration and consistent adherence to job performance expectations.

Affiliations

  • Rotary International
  • International Federation of Inspection Agencies (IFIA)
  • Project Management Institute
  • Federation of Environmental Technologists (FET)
  • National Institute for Automotive Service Excellence (ASE)
  • National Association of Social Workers
  • Certified Service Manager (CSM) Association
  • Institute of Industrial and Systems Engineers (IISE)
  • International Council of Nurses
  • Advanced Diagnostics Specialist Network (ADSN)

Certifications

  • Programmable Logic Controller (PLC) Technician Certification
  • Certified Professional Maintenance Manager (CPMM)
  • Certified Industrial Maintenance Mechanic (CIMM)
  • Salesforce
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Machinery Lubrication Technician (CMLT)
  • OSHA 30-Hour General Industry Certification
  • HVAC Excellence Certification
  • CompTIA A+ Technician
  • CompTIA Security+

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