Service Technician

Mark Will

**** ******* *** - ******** *******, CO 80917 - *********@*******.*** - 719-

***-****

Professional Summary

Experienced professional with over 10 years providing face-to-face customer

service and support. History of being entrusted with the most complex

service issues as a result of exceptional problem solving capabilities.

Excellent verbal and written communication skills and interpersonal

relations. Possesses confidence and patience to effectively communicate

with customers from all cultures and economic levels. Detail,

organization, and accuracy oriented. Result driven with outstanding

mechanical and analytical comprehension. Superior multi-tasking ability

allows for troubleshooting, researching, and resolving issues while using

computer applications, maintaining a professional demeanor, and supervising

service projects. Exercises sensible judgment with a proven ability to

meet deadlines. Proven record of self-supervised management of the

service cycle as a team player to ensure customer satisfaction.

Professional Experience

Warranty Superintendent (Customer Care Representative)

STANDARD PACIFIC HOMES, Denver, CO 1998

- 2009

Accomplishments:

Top producer of up to 12 Warranty Superintendents.

Exceeded performance requirements by rating 4 - 4.5 out of 5 on all

reviews.

Earned bonuses for over 80% on J.D. Power & Eliant customer survey ratings.

Managed up to 75 service requests in up to 4 subdivisions at a time.

Created a project management system by integrating several software

programs.

Increased productivity up to 20% by improved work flow and reduced paper

handling.

Was offered Assistant Warranty Manager position in August 2007.

Functions:

Managed the complete cycle of on-site/in-home warranty and customer

service.

Scheduled and performed in-home inspections.

Managed subcontractors and customers to assure timeliness, accuracy, and

satisfaction.

Consulted specifications, blueprints, and engineers as needed.

Evaluated results by post service inspections, quality, costs, and client

feedback.

Performed repairs myself, occasionally.

Computer Related Skills:

Familiar with Microsoft Word, Excel, and Outlook.

Microsoft Windows XP Professional and Macintosh OS X.

Computer data entry for processing service requests.

Accessed intranet database to file and analyze status reports.

Mark Will page 2

Power Tool Technician - MAKITA FACTORY SERVICE CENTER, Denver,CO 1998

- 1998

Reconditioned and remanufactured electric power tools.

One of top producers of 10 - 12 technicians.

Warehouse receiving, sorting, staging, and retrieving inventory.

Operated a forklift, stand up forklift, and pallet jacks.

Promoted to the gas engine technician position, but I accepted the warranty

job above.

Winder/Tanker - QUALITY BUILT TRANSFORMERS, Arvada, CO 1995 - 1997

All phases of remanufacturing oil-bath and dry-type, 1 and 3 phase

transformers.

Designed and fabricated winder gib and frame for winding coils.

Designed and wound up to 9 coils per day.

Carbon air-arc weld removal from tank lids and leak-free welding the lids

back on.

Stick and MIG welding; oxy-acetylene cutting and silver soldering.

Forklift, tractor/loader hoisting, and overhead hoist operation and

maintenance.

Engaged in management training when the company went out of business.

Maintenance Technician - HABITAT INC., Montrose, CO

1992 - 1995

Maintained seven 8-16 station computerized pneumatic silkscreen presses.

Troubleshooting, repair, maintenance of presses, elevator, ovens, and other

equipment.

Assisted in design of chemical reclaiming equipment, then fabricated them.

Steel, stainless steel, and aluminum MIG welding.

Facilities maintenance duties and other miscellaneous duties.

Night-shift security checks and plant closing.

Education

Growing up on our family farm laid a solid foundation of basic learning

skills and experience in many areas with a strong work ethic & taking pride

in my work.

Associate Degree in Farm Management - Iowa Lakes Community College,

Emmetsburg, IA

Math, Natural Sciences, and Physics Courses - Colorado State University,

Fort Collins, CO

Professional Development and Training

Training course in "Customer Relations for Homebuilders" -

cjsmithhomeaddress.com.

Certified membership in "Customer Relations Professionals" -

cjsmithhomeaddress.com.

Certification in "Quality Home Construction Methods" - Home Builders

Association of Denver.

Engaged in on-going personal development and training for internet

marketing.

Contact this candidate