service manager
Resume:
Richard Buentello
Dumfries, VA 22025
******************@*****.***
Executive Summary
Over 20 years of extensive experience in Construction/Production Management, including: Commercial, Retail, and Department of Defense (DoD). As a service manager I am highly experienced organizing and directing service technicians and other tradesmen tasked with the with the responsibility of ensuring the successful completion of geographically dispersed service and production projects. I am skilled at resolving real time escalation issues across broad geographic areas in support of my company and clients. My expertise includes maintaining consistently high service quality levels, delivering key performance indicators (KPI) and other operational metrics which directly impact financial outcomes and customer service. I am considered an expert at managing internal and external relationships with vendors, including large and small subcontractor construction companies.
Professional Experience
Service Manager (VA, MD, WV, DC) JES Foundation Repair, Manassas VA
2020 – Present
Effectively managed a team of service technicians and advisors, to ensure team objectives and sales goals are being carried out. I used my knowledge of industry standards and practices, including, product details to service and support my customers. I provided exemplary customer service, including maintaining customer relationships and ensuring repeat customers by up selling products and services and taking care of any customer concerns or complaints quickly and professionally. I kept up to date on industry regulations, restrictions, and laws, to ensure the service department followed all regulations. I monitored all service department issues and client complaints to define patterns to lessen recurring issues. I regularly audited work being done and customer services being provided to ensure all standards are met and that repair work was carried out effectively, correctly, and thoroughly. Oversees service team members performing inspections, preparing reports, and doing repairs; and if necessary, carries out these job duties personally to ensure the highest quality of work
Regional Installation Support Manager, Lowe’s Installation Support Team Indianapolis, IN
2016 – 2020
As a Regional Installation Support Manager my role was to direct a team of 8 district managers and 86 call center hourly associates who were centrally located with the responsibility of ensuring the successful completion of projects and service orders. Responsibilities also include, resolving real time escalated sales/service issues across 6 states in the Northwest of the U.S. Other responsibilities include managing a regional call center maintaining consistent sales execution and service quality levels, delivering key performance Indicators (KPI) and other operational metrics, while managing internal and external relationships with vendors, including small and large companies which directly impact the outcome of customer sales and service.
Service Production Supervisor, Lowe’s Central Production Office.
2016 – 2019
As Service Production Supervisor, I was responsible for all Field Project Specialist (FPS) in 3 States and the District of Columbia. I interviewed, trained, scheduled over all hourly employees. Conducting daily project site visits monitored the consistency of production output with focus on customer trends, sales growth and labor efficiency. Key responsibilities:
•Recruited, trained, and developed new employees for internal growth and bench strength building.
•Directed regionally based, geographical dispersed specialists to monitor and report progress on construction projects to ensure customer satisfaction, and successful project completion.
• Partnering with other senior management to implement company policies and actions.
•Establish and achieve regional production goals that were reported throughout the company.
Director Municipal Operation, Palacios Marine & Industrial, Inc.
2013 – 2015
As PMI’s Director for Municipal Operations I was responsible for all municipal managers and business development for the Texas Dept. of Transportation and municipal water, wastewater, and bio-solids markets by directing the activities of the Regional Project Managers (RPM) and the Manufacturers’ Representative networks.
•Directed construction to ensure successful project launches as well as partner with other senior management to implement company policies and actions
•Establish and achieve sales revenue and margin goals
•Analyze new outside business opportunities by locating, investigating, evaluating, and providing recommendations to management concerning the potential profitability of new ventures
•Assist the CEO in implementing the company's business strategy including alliance initiatives and driving business growth
•Supervise Regional Construction Managers to assist in the development of regional business forecasts; maintaining close contact to track and close orders
•Met with parties involved to form and implement plans, marketing strategies, and evaluation of new ventures or business opportunities
•Directed the feasibility studies to determine the potential entry strategy of the company into expansion markets
•Evaluate business opportunities by coordinating recommendations and input from various sources
•Lead role in major production projects to development and follow through to contract negotiations
•Participate in the internal risk review process for major construction project bids by coordinating with Operations, Legal, Finance, and Human Resources
•Respond to outside inquiries regarding possible new business opportunities
•Travel to client sites for data gathering, meetings and presentations as required
•Maintain sales and production forecasting data and prepared reports at regular intervals
Manufacturing Manager, WILLCOR, Inc. and Patricio Enterprises, Inc.
1994 -2013
As a Subject Matter Expert (SME) in Manufacturing Assessments, I have provided direct support to the Pentagon’s Director of Manufacturing Science and Technology with efforts surrounding Manufacturing Readiness policy development and institutionalization. My responsibilities included providing manufacturing engineering and technical support to the Joint Defense Manufacturing Technology Panel (JDMTP) Working Group on Manufacturing Readiness Levels (MRLs). I have also lead cross functional teams that developed and implemented unique web based tools that measures manufacturing readiness, used throughout government, industry, and academia.
Manufacturing Readiness Expert
Lead Cross-Functional Teams
Developed manufacturing and risk mitigation tools
Developed Industry Best Practices
Lead Internal and External Teams to Determine, Risk Mitigation Approaches, and Improved Acquisition Plans
Provided Recommendations to Industry on Technical and Programmatic Risks
In my position, at Patricio Enterprises, Inc., I was the single point of contact responsible for leading, planning and conducting readiness assessments at industrial sites throughout the United States. These extensive internal and external supplier assessments are deep dives into 9 technical areas including: technology maturity, design, materials, cost & funding, process control and capability, quality management, manufacturing personnel, facilities, and manufacturing management. Other responsibilities included utilizing advanced tools such as the Program Manager’s Workstation (PMWS), including its Technical Risk Identification and Mitigation (TRIMS) tool, to identify, track and manage risk in all areas of requirements definition, modeling and simulation, data and information processing, system design and analysis, engineering management, and work planning. I developed and provided recommendations to industry Program Managers in areas of technical and programmatic risks (both internal and external), risk mitigation approaches, and acquisition program plans.
I also provided program management support to the AEGIS Ballistic Missile Defense (ABMD) client of the Best Manufacturing Practices Center of Excellence (BMPCOE). Identified key customers and stakeholders, critical processes, and developed integrated digital environment to improve reporting up the chain to the Program Executive Office (PEO), and Missile Defense Agency Director.
My training experience includes BMPCOE Manufacturing Training. I provided instruction at the Defense Acquisition University (DAU), Industry, and Government Agencies (including the Office of the Secretary of Defense, Departments of Commerce and Energy, Defense Contracts Management Agency, Missile Defense Agency, Program Executive Offices, and Contractors).
U.S. Navy Veteran - Honorably Discharged
Received specialized, signal analysis training and was operationally deployed as a Cryptologic Technician. While serving with the Naval Security Group/National Security Agency (NSA), he was assigned to various fleet units as a Signals Analyst. Responsibilities included analysis of electromagnetic communications, determination of modulation parameters and functions, and preparing signal analyst reports for distribution throughout NSA.
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