Service Manager

Brian Little **** Bathurst Street,Suite ****

Thornhill, Ontario. L4J 7K8

Home 905-***-****

Cell 416-***-****

*********@******.***

Career Profile

A detailed oriented and highly organized senior manager, with extensive experience in the service industry on a

national/provincial scale. Developed expertise in service/product promotion and supervised training throughout

Canada and internationally.

Experience

College Instructor/Corporate Trainer 2003-Present

George Brown College, Centennial College

Courses: English ( ESL,TOFL, Academic Upgrading), Business, Occupational Health and Safety

(WHMIS), Business Communication, Psychology

Associations: Member of Program Advisory Committee -General Arts/Sciences

Rational Canada Inc. 2000-March 2002

National Service Manager

Complete set-up of the national service network. Including: all administration, personnel supervision,

purchasing, inventory control, budget analysis/financial controls and profit/loss responsibility,

managing/negotiating contracts with service /vendors providers across Canada, preventative maintenance

policy implementation, service level agreements, financial planning. Extensive travel across

Canada/England/Germany for senior management meetings/conferences and service training.

All trade shows/special event logistics, Price/parts negotiation/quotation, technical

documentation/revisions/updates, workshop seminars including WHMIS (OSHA) for various size groups,

consultations with Ministry of Labor/Health, WSIB training of a very large diversity of personnel

(customers, technicians, sales reps, dealers,) across Canada, and all customer service contacts related to

these products, including key performance indicators on sales/service performance .

Senior/progressive management duties including: market research, brand management, promotion of

company objectives, policies and relationships with senior customer contacts, complaint

handling/resolution on provincial and national level.

Major Accomplishments

1. Transform North American model of service into Canadian service excellence center

2. Increase customer/dealer market awareness by 85%

3. Establish service satellite centers across country including training, administration

4. Train all service technicians/sales reps/dealers to promote product

5. Reduce warranty claims/damaged goods 90%

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6. Service response time cut by 95%

Ontario Store Fixtures 1993-2000

Maintenance Worker

Maintain water, robotic and regular spray booths

Repair and overhaul woodworking machines including: CMS, CNC, glue, plainers, sanding etc. used in

wood/MDF/plastic fixture production

Extensive use of hand/electric tools

Pride of B.C. Beverages 1991-1993

Ontario Service Manager

Complete setup and logistics of provincial service network including service negotiations, warranty contracts,

supervision/training of diverse work force throughout Ontario including: production logistics, financial

trends/analysis.

Installations/removal/workshop training of customers/dealers/sales represe ntatives throughout the province.

Budget planning/financial control and training for large service groups/project management.

Provincial service alliances with sales/service contacts including trade schools and grocery chains.

Complete logistics (security, wiring, plumbing, booth setup, cleaning etc.) for special events/trade shows

(Hostex, Wine/Cheese, Gift, Food/Beverage).

Weekly/monthly reports for service analysis per customer, region of country .

Major Accomplishments:

1. Identify/implement key market opportunities by 60%

3. Train all customers, sales representatives within 3 months across province.

4. Service response time cut by 80%

5. Warranty/damage claims dropped by 85%

Other Full Time/Part Time Employment

Walmart-Store #1109-Maintenance Supervisor- October 2010 –Present-Night Shift

Service Technician- Moccomat Beverage Systems-July 1989-February 1991

Hotline Express Courier-July 1989-February 1991

Ontario Service Manager-Kasco Butcher Supply-May 1988-July 1989

Education

Teacher of Adults- Honors Certificate-Centennial College-November 2004

Rational AG-Gas/Electric Certificate-January 2000

Service Training Certificate-Biro Manufacturing-October 1988

Domestic Appliance Certificate-George Brown College-August 1986

Single Spindle Automatic Screw Machine Certificate-Humber College 1976

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