Manager Service

TERRY L. MATTHEWS

**** **** ******** ******, ***********, Maryland 21093

410-***-****, Cell 443-***-****

E-mail - **********@***.***

Qualifications for Operations/Service/Training/Management/Sales/Distribution

PROFESSIONAL PROFILE

22 years of instruction experience, with accomplished platform and presentation skills

Effective management and operations experience, excellent customer service skills

Strong training, motivational, and organization skills, good sense of humor

CAREER HIGHLIGHTS

Service/Operations/ Rental Manager Valley Supply Equipment September 2011-July 2016

1 Started with JCB, LeeBoy, Skytrack, JLG, BobCat, Honda, Wacker, Lull, BobCat sold April 2012

2 Manage rental fleet and service to get back in the fleet as quickly and profitable as possible

3 PDI all new equipment

4 Prepare new sales to customer’s specs, install accessories, modify, and demo as needed

5 Bill and close all service orders in a timely manner

6 Do all quotes for rental and customer repairs

7 Handle warranty billing for JCB and LeeBoy, 98% recover rate, over 100K in 2015 up from 35K, 2014

8 Schedule company driver for P/U and deliveries, rentals, new equipment, including pickups at the port. At one point, (6 months) I scheduled one driver from Baltimore for all 3 branches., use outside haulers as needed.

9 Develop relationships with factory personnel for service and warranty issues

10 Maintain positive relationships with all customers

11 Schedule efficiently shop and road service calls to use manpower to the best for all

12 Ran all aspects of the Branch operations for 18 Months

Service Manager, Atlantic Lift Truck May 2010-January 2011

1. 20 techs, office staff 3

2. Monthly billing 100K+ labor

3. Developed processes for Parts and Warranty Parts, including Cores

4. Coach for the Catalytic Coaching Process

5. Recruited, hired, disciplined staff.

Branch Manager, TecServ, April 2009 to February 2010

1. Ran Branch with 9 technicians, 2 parts people, dispatcher, driver, and a salesperson.

2. Serviced major floor care equipment, material handling, and refuse/recycling equipment to the large retail and grocery customers.

3. Managed fleet and safety program.

5. Managed payroll and P&L for the branch with attention to ROI and cost effective billing of customers to insure billing was correct (OT, Saturday/Sunday Jobs)

6. Moved facility to a larger location in June, shop, stock, warehouse, and parts department.

Service Manager, FitchCo, March 2008 to March 2009

1. Managed service department for commercial floor (Ride-On Scrubbers and Burnishers

2. Maintained a 48% Gross Profit on billable parts and labor

3. Developed a pay plan for technicians based on a matrix of production and equipment serviced.

4 Implemented procedures and processes to insure FitcoCo was paid for all warranty, third party work.

5. Interfaced with the management team to integrate the Service Department as part of sales.

6. Responsible for the operations and facilities for 2 properties including HVAC, electric, plumbing, fire protection, snow removal, security and grounds.

7. Responsible for parts department, was able to get return to the manufacture of 45K plus in excess parts.

8. Managed the install of dispensers for paper towels, toilet paper, and soap(3000 at one site, most were200+) for end user customers and developed a plan to guarantee all rebates were processed and posted.

Field Service Manager, Mid-Atlantic, SaraLee Coffee & Tea, March 2007- November 2007

1. Responsible for service for commercial coffee equipment for the Mid-Atlantic Region

2. Managed 15 techs in remote locations, installing and servicing coffee equipment

3. Managed a branch in Stroudsburg, PA, Atlantic City, NJ, Philadelphia, PA, Jessup, MD, and Richmond, VA

4. Serviced over 85% of customers within 24 hours

5. First time fix over 90% of the time.

6. Maintain fleet, truck inventories, and install parts for technicians.

7. Managed equipment inventory in all warehouses, reduced loss by 70K, 15 Million Inventory

Service Manager, Modern Equipment June 2006-March 2007

1. Managed a staff of 9 repairing heavy equipment for the Rental Industry

2. Responsible for over 600 pieces of equipment to keep available for rent

3. Maintain the truck fleet for our delivery department

4. Instituted a warranty recover program that in 4 months has recovered more than all last year

Technical Manager, Sears Product Services (January 2003-June 2006)

1.Manage 60+ techs in three remote locations (I 95 Corridor) 1000-1200 completes per week

2.Maximize productivity to insure effective use of technical payroll to deliver first class customer service

3.Develop and deliver effectively any and all changes to processes to the techs to achieve compliance

4.Do ride alongs with the techs to facilitate their success in the field

5.ISO trained as an auditor and Environmental Compliance

6.Coach and facilitate techs on a daily basis

Service Manager, Rent-A-Center (September 2000 – July 2002)

1.Responsible for 250+ stores from Manhattan to Richmond, service all product from those stores electronics, appliances and furniture, 600-800 pieces weekly.

2.Staff of 40(all direct reports), 12 drivers, 20 technicians, 8 support people

3.Fleet responsibility for 15 vehicles, covering 10,000+ miles weekly, including maintenance, DOT compliance

4.Arrange the shuttle schedule to deliver and pickup at all stores each week, 35 routes

5.Total responsibility for P&L, and budget, have cut 180K and met production quotas.

6.Total HR responsibility, hire, fire, train, and discipline, yearly reviews for merit increases.

7.Have increased production by over 40% from 2000.

8.Payroll of 1.5 million +, operating budget 2.3 million +, less payroll, 56K stock parts inventory, 2100SKU.

9.Introduced procedures to eliminate employee theft and increase efficiency

Teacher/Athletic Director PG County-Baltimore County 1978-2000- details provided upon request

EDUCATION BS in Business Management from University of Maryland, Masters Equivalency in Math Ed and Vocational Ed.

ISO Certified Internal Quality Auditor

ISO Environmental Operations Training

(SALARY NEGOTIABLE, WILLING TO TRAVEL)

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