Service Manager Technical Services

Lesster Quijano Acosta Edmonton, AB

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

Summary

Regional Service Manager with over 15 years of experience leading successful service teams at local, regional and national levels. Strong leadership and team management abilities, excellent problem- solving and decision-making skills. Proven track record to drive continuous improvement in service delivery and increasing productivity. Effective communication and interpersonal skills. Profile of Qualifications

• Certified Service Manager by the Electronics Technicians Association International.

• Certified Lean Six Sigma Yellow Belt.

• Over 18 years of experience managing unionized and non-unionized employees.

• Proven leadership abilities while leading teams from 15 to 65 employees.

• Experienced Service Manager with a high level of customer service.

• Strictly follow and enforce health and safety regulation and standards.

• Experienced of Inventory Management and budgetary control

• Bondable with clean criminal record and driving abstract.

• Excellent computer skills including Microsoft, SAP, JDE.

• Excellent oral and written communication skills in English and Spanish.

• Work well under pressure and manage stressful situations with ease.

• Organized, efficient, and results driven.

• Responsible, cooperative and an enthusiastic team player. Work Experience

BearCom Canada Corp. - August 2019 to Present

Regional Service Manager – All Canada (April 2021 – Present)

• Develop regional technical services capital plans for the fiscal year.

• Evaluate technical services KPIs and provide solutions to remediate where and when necessary to ensure performance metrics are met including but not limited to, Technical Services GP, employee productivity/efficiency, customer satisfaction, and service level agreement (SLA) adherence.

• Develop processes to improve the efficiency and standardization of the service department across Canada.

• Mentor branch service managers and technicians providing career path direction and growth opportunities to branch staff.

• Ensure certification and training requirements are met for all technical services employees and proper “talent inventory” is kept and maintained.

• Develop and maintain the technical training and career path for the different roles within the service department across Canada.

• Conduct weekly reviews with technical services management ensuring staff is effectively utilized and customer priorities are met.

• Develop regional technical services capital plans for the fiscal year.

• Support management in ensuring that technical services employees comply with all BearCom policies and procedures.

• Continually assess region’s technical skills strengths, weaknesses and provide support request to other regions as needed.

• Foster positive work environments by providing employees a means to communicate improvement recommendations for all facets of Technical Services operations within Canada.

• Support managers in the talent review process for technical staff.

• Provide pre-sales support as required including but not limited to customer site visits, proposal assistance, and coordination of subject matter experts for solution crafting.

• Schedule regular meetings with service partners to garner support and ensure all partner deliverables are met.

• Ensure service delivery requirements on key accounts are being met.

• Responsible for collecting service delivery KPI’s.

• Support Health and Safety initiatives.

Service Manager – Western Canada (August 2019 – April 2021)

• Responsible for managing service operation on five locations across Western Canada.

• Develop and maintain a preventative maintenance program for company fleet vehicles, specialty

• tools, and test equipment

• Developed and maintain a training program for the service department employees to keep their technical certifications current including international travel.

• Maintain, implement, and enforce all company safety policies and procedures.

• Responsible for the safety training of service technicians.

• Perform periodic performance evaluations of the service department staff.

• Work with sales and engineering teams in quoting new projects and negotiating with the customers on rates and schedules.

• Exercise budgetary control over service operations.

• Responsible for coordinating with other Service Manager within the company for jobs requiring additional resources.

• Coordinate work with contractors across Western Canada.

• Responsible for customer service training of technical staff.

• Responsible for interviewing and hiring new employees for the service department. Network Power Solutions Inc. - February 2008 – August 2019 National Service Manager (January 2015 to July 2019)

• Responsible for managing all service and installations jobs across Canada.

• Coordinate and manage work done by contractors in Canada and USA.

• Responsible for maintaining and promoting the company's Health and Safety policies and procedures.

• Performed periodic performance evaluations of both technical and administrative staff.

• Responsible for arranging and coordinating material logistics for field installations.

• Work with sales team in executing site visits and quoting new jobs.

• Arrange for emergency deliveries as needed. Ensure accuracy of work orders.

• Plan and direct the inventory and stock control programs in co-operation with the sales coordinator.

• Complete field warranty report forms in co-operation with the field service technicians.

• Supervise and inspect all work conducted by contractors.

• Site visits for final inspection on contract work.

• Plan and direct the inventory and stock control programs. Complete low stock report forms.

• Exercise budgetary control over warehouse operations.

• Supervise warehousing and storage of all products, supplies, and equipment.

• Coordinate all service and installation jobs.

Procurement and Service Manager (July 2010 to December 2014)

• Responsible for purchasing equipment and materials for needed for the company.

• Soliciting and approving quotations from suppliers and wholesalers.

• Compare costs and evaluate the quality and suitability of supplies, materials and equipment.

• Interview and correspond with vendors; keep informed of new products and market conditions and trends.

• Confer with and assist all departments to determine purchasing needs and specifications.

• Maintain records on purchase price information on both open market and contract purchases and revise these as conditions changes.

• Obtain quotations on open market purchases.

• Plan and direct the inventory and stock control programs. Complete low stock report forms.

• Exercise budgetary control over warehouse operations.

• Responsible for training of new hired employees and keep records of training.

• Coordinate all service and installation jobs.

• Health and Safety Coordinator.

Warehouse Manager (February 2008 to July 2010)

Supervise shipping, receiving and storage of all products, supplies and equipment.

Supervise the delivery of materials and supplies to all upon schedule and/or request.

Plan and direct the inventory and stock control programs. Complete low stock report forms.

Exercise budgetary control over warehouse operations.

Interview all prospective warehouse employees.

Supervise employees assigned to the warehouse and do personnel evaluations.

Conduct disciplinary actions as needed.

Maintain all warehouse records up to date.

Hussmann Canada – August 2005 – December 2007

Refrigeration Service and Installation Coordinator (June 2006 to December 2007)

Coordinate expediting of equipment and materials to job sites across Ontario.

Arrange for resources for on-site and off-site work as per project requirements.

Review all job sites bill of materials.

Soliciting and approving quotations from suppliers and wholesalers.

Inventory control of projects materials, equipment and tools.

Keep track of job cost for all the projects.

Purchasing of materials for installation projects. Create purchase order numbers.

Coordinating and dispatching Installation Department technicians as well as reviewing time sheets, creating labor & payroll spreadsheets. Arrange manpower.

Renew business licenses, create and distribute per diem checks to employees and complete CSNI and/or warranty claim forms.

Coordinate permit related inspections and requesting checks for permits. (TSSA) Refrigeration Warehouse Manager (August 2005 to June 2007)

Inventory control of refrigeration service trucks.

Inventory control of warehouse.

Order of parts from wholesalers for service and installation jobs.

Return of part for warranty and repair.

Ensure a safe and efficient working area.

Ensure availability of parts for service and installation jobs.

Produce of month end reports.

Andlauer Transportation Services – December 2000 – August 2005 Local Truck Load (LTL) Operations Supervisor

Responsible for over 35 employees

Ensure freight is sorted accurately and on-time

Ensure deliveries are sent out on time with the correct driver

Assist drivers in leaving on timely basis, schedule overflow deliveries and schedule after hour deliveries

Produce a full dock report on all daily activities

Reporting to the appropriate department any overages, shortages, damages, and / or any other related issues to an undeliverable shipment

Ensure a safe and efficient working area

Handling of Dangerous Goods and Specialty Freight

Training of new staff in the LTL Department

Education

GCR High School, Havana, Cuba – Graduated June 1994 University of Havana, Cuba – Biology Science – From Sept 1995 to June 2000 Skills

• Lean Six Sigma Yellow Belt Certification

• Certified Service Manager by the Electronic Technician Association

• Profit & Loss

• Process creation and Implementation.

• B2B

• Logistics

• Management

• Business Development

• Account Management

• Team building

• Health and Safety Training

• Microsoft Office

• Strategic Planning

• Budgeting

• Fleet Management

• Fluent in English and Spanish

Certifications and Licenses

Certified Service Manager (ETA International) December 2019 to Present Lean Six Sigma – Yellow Belt Certification December 2019 to Present CSTS-2020

First Aid & CPR/AED level A

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