Customer Service Manager
Resume:
R O B E R T W . M A R T I N
OBJECT IVE
To obtain a position of responsibility with a progressive company that will utilize my customer service, managerial skills and mechanical knowledge, while incorporating a commitment to excellence.
W ORK EX PERIENCE
2013 to present Warren cat Amarillo, Texas
Service Manager
Coordinates and oversees the daily activities for the Service Department and provides leadership to the Service department by performing the following duties personally or through subordinate(s).
ESSENTIAL DUTIES AND RESPONSIBILITIES Include the following. Other duties may be assigned.
• Maintain a high level of customer satisfaction.
• Schedule service and open and close work orders.
• Keep track of technicians time.
• Serves as leadman in the shop advising technicians on technical questions.
• Schedule and dispatch field technicians.
• Maintain warranties on engines, machines, and trucks and try to keep them separated.
• Oversee administrative assistant
• Interview, hire, coaches, counsel, evaluates, promoting, recognizing, and terminates departmental employees.
• Insures safety policies are upheld throughout the department.
• Demonstrate a positive and professional behavior, flexibility, and effective communication skills in their interactions with others both internally and externally.
• Pro-actively establish effective relationships and support others in achieving high performance.
• Demonstrate professional behavior, Influences people rather than demand others.
• Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively
on the company and is consistent with the company’s policies and practices.
SUPERVISORY RESPONSIBILITIES
• Manages and supervises the Parts and Service department. Responsible for the overall direction, coordination and evaluation of department. Also directly supervises staff.
2011 -2013 Flint Equipment Co. Tallahassee, Florida
Service Manager
Responsibilities include: managing the service department by effectively scheduling and supervising employees to ensure repair work is performed in a professional/safe method and that all necessary administration is handled promptly. This includes explaining and selling service work, the prompt and accurate billing of customers, internal and warranty work, maintaining a properly equipped and clean shop, and monitoring sales and profitability. Additional responsibilities:
Handling all customer inquiries and communications
Understanding the financial drivers of the service department; ensuring that the department meets or exceeds
goals
Marketing the department and ensuring that there is adequate work to ensure a consistent income stream
Recruiting, hiring, and maintaining an effective workforce
Managing the workflow including work schedules, employee schedules, customer work orders, and the overall schedule for the department
Ensuring that the department has the proper supplies and tools to be efficient and effective
Working with the Parts Manager, Field Marketers and the Store Manager to ensure that the Store runs efficiently
and effectively and that we are “delighting" the customer
Being a role model in the areas of environmental health and safety and ensuring a safe work environment
Scheduling the safe delivery and pickup of all equipment
Ensuring that all semis and company vehicles have the proper permits and licenses and that all policies and procedures are followed in accordance with Federal, State, and Local laws and regulations
Overseeing the ongoing training and development of all department employees
2009 - 2011 Neff Rental Augusta, Georgia
Service Manager
Responsibilities for the day to day operations of shop and field technicians monitoring all repairs in the fleet for accuracy and efficiency. Other responsibilities include customer relations, managing parts inventory, insuring all daily, weekly, and monthly data entry is completed on time. Identifying and billing of customer damage to rental equipment. Communicating with rental dispatch establishing priorities to fill all orders in a timely fashion. A strong team effort with the commitment to superior quality work. Ordered parts, accounts payable/account receivable, budget preparation, weekly, monthly and yearly budget, and ensured customer satisfaction.
2005 - 2009 Southern States Toyota Lift Jacksonville, Florida
Field Service Technician
Maintain customer relations with new and existing clients. Provide service and repairs on all types of Forklifts, Prime Movers Ariel Lifts, Electrical Stackers and Pallet jacks. Responsible for clients throughout northeastern Florida area.. Travel area: Pensacola, Destin, Tallahassee, Lake City, Jacksonville, Saint Augustine, Palatka, Gainesville and Ocala. Complete work orders, ordered parts, maintained inventory on mobile shop/truck. Provide quality/prompt/courteous service to customers. Troubleshoot electrical and hydraulic problems. Perform welding and burning as needed. Sell and renew PM contracts for new and existing clients. Complete all paperwork, spreadsheets, reports and order parts.
2001 - 2005 James Construction, LLC Kenner, Louisiana
Mobile Equipment Maintenance Supervisor
Specializing on Aerial Lifts, Boom Trucks, Forklifts, Scissor Lifts, Pavers, and Cranes. Traveled throughout Louisiana, Alabama, Texas, and Arkansas; overseeing local customers, equipment maintenance, service and repairs on paving fleet (asphalt and concrete). Open and close work orders, ordered parts, maintained P&L reports. Responsible for working with customers, equipment manufacturers, vendors regarding equipment rentals, leasing, repairs and warrantees.
1999 - 2001 Mobile Tool International Miami, Florida
Master Mechanic / Field Technician
Specializing on Telsta and Altec aerial lifts. Provide 24-hour service and repair on all BellSouth
aerial lifts, trucks, vans, and generators. Maintain all BellSouth service vehicles in timely manner as required by a monthly maintenance schedule. Open and close work orders, bill customers, order parts, accounts payable/account receivable and maintain my own P&L reports. Maintain close relationships with manufactures, vendors, new and existing clients.
1998 - 1999 Trax, Inc. Hialeah, Florida
Service Manager
Specialized on Hitachi, JCB, Bell, and Dynapac. Provided service and repairs on customer equipment and rental fleet. Billed back customers for damages incurred during rental of equipment. Estimated and billed customers for repairs. Maintain all service vehicles, worked
with equipment manufactures regarding equipment warrantees, opened and closed work orders, supervised a staff of over twenty employees. Provide customer satisfaction.
1990 - 1998 Neff Rental / Neff Machinery Miami, Florida
Service Manager
Customer Service Advisor
Shop Foreman
Diesel Mechanic
Specialized on John Deere, Bomag, Terex, Bobcat, Daewoo, JLG, Komastu, Rammer, Ditch Witch, and Wacker. Responsibilities included providing maintenance, service, and repair of rental fleet. Worked closely with equipment manufactures regarding equipment warrantees. Opened and closed work orders, billed back customers for damages incurred during rental of equipment. Ordered parts, accounts payable/account receivable, budget preparation, weekly, monthly and yearly budget, and ensured customer satisfaction.
ED U C AT I O N
1998 – 1999 University of Miami Coral Gables, Florida
Non-credit course (Continuing Education)
Microsoft Word Certification
Excel Certification
Outlook Certification
1986 – 1988 George T. Baker Aviation Miami, Florida
Mechanical Engineer
Airplane Mechanic
Welding
Electrical
1985 – 1988 Miami Springs Senior High Miami Springs, Florida
High School Diploma
General Curriculum
R EF E R EN C E S
Steve Carey 407-***-**** * John Deere - Manager, Product Support Operations
Mark Brown 407-***-**** * Bobcat of Orlando
Mario Martinez 786-***-**** * Pembroke Pines Fire Department
Rick Faison 904-***-**** * Southern States Toyota Lift
2070 SE 32nd Lane
Ocala, FL 34471
Cell number 352-***-****
E-mail ****************@*****.***
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