ANTHONY M. HARTIGAN
Manahawkin,NJ
Summary
Accomplished, results driven, Regional Field Service Director with a proven track record in operations management and technical support, adept in performance monitoring and budget management. At Palfinger USA, I spearhead initiatives that significantly elevated service standards, mentored over 10 technicians, and adeptly balanced organizational skills with analytical thinking to enhance regional service operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
FIELD SERVICE DIRECTOR
Palfinger, USA
Jackson , NJ
06.2024 - Current
- Resolved escalated issues from customers in a timely manner by utilizing problem-solving skills.
- Implemented a system to track customer inquiries, complaints and compliments to monitor performance metrics.
- Developed strategies to improve customer satisfaction, reduce response time and increase efficiency of service delivery.
- Established weekly team meetings to discuss progress on current projects, review trends in customer feedback, and brainstorm solutions for any identified problems or challenges.
- Analyzed customer feedback to identify areas of improvement in product design and services provided.
- Provided technical support to customers experiencing difficulties using the company's products or services.
- Participated in industry events and conferences representing the company's brand and showcasing its offerings.
- Maintained relationships with third party vendors providing customer support services on behalf of the company.
- Verified team compliance with established procedures and protocols critical to successful services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
REGIONAL SERVICE MANAGER
Palfinger USA
Jackson
07.2019 - 05.2024
- Resolve escalated customer complaints through strong problem-solving skills and effective communication
- Develop relationships with key stakeholders such as vendors, suppliers, and partners to increase efficiency of services provided
- Partner with key collaborators throughout business to achieve company goals and objectives
- Collaborate with internal and external stakeholders to ensure customer satisfaction
- Manage a team of 10+ service technicians in providing technical assistance to customers in the region
- Maintain accurate records of inventory levels, repairs completed, customer feedback data
- Monitor customer feedback and developed strategies to address issues
- Train and mentor regional service personnel to ensure consistent quality service
- Coordinate regularly scheduled maintenance visits with customers to improve reliability of services provided
- Utilize advanced analytical tools to monitor KPIs related to regional service performance
- Ensure compliance with all safety regulations within the region
- Recruit new service providers to maintain healthy geographic coverage
- Assist in budgeting processes related to regional service operations
- Analyze customer feedback data to determine areas for improvement in service delivery
- Monitor daily operations to ensure high quality standards were met while meeting tight deadlines
- Work closely with sales teams to develop promotional campaigns that drove revenue growth
- Attend sales meetings within assigned regions to interact with sales managers
- Review service claims to drive compliance and aide in management of expenses
- Administer annual operating and capital budget to facilitate profitability.
DELIVERY SERVICES MANAGER
ABC Supply Company
Toms River
02.2019 - 07.2019
- Schedule, plan, coordinate and optimize truck routes for drivers
- Scheduling product for delivery or pickup
- Verify delivery order paperwork is complete and accurate
- Maintain contact with customers regarding delivery/pickup status
- Monitor the delivery service level of the branch
- Resolve all delivery complaints and/or questions
- Schedule delivery drivers
- Assist in accident and/or damage investigations and claims
- Ensure compliance with all DOT regulations and requirements
- Schedule routine and/or required vehicle maintenance
- Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities
- Mentored and trained new employees on company policies and procedures
- Monitored team productivity and performance to support goals
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees
- Coached and motivated team, driving sales and delivering exceptional customer service
- Utilized strong analytical and problem-solving skills to address operational issues
- Communicated plans and actions to meet departmental goals.
SHOP SUPERVISOR
Hiab USA
Lakewood
05.2016 - 02.2019
- Assess workload, prepares servicing schedules, and assigns and delegates duties performed within the facility
- Recommended, implemented, and evaluated policies, procedures, and standards for all aspects of cranes and Moffetts
- Planed, assigned, prioritized, and evaluated the work of subordinate staff
- Assisted office staff on billing, and scheduling
- Managed and coordinated activities of workers engaged in setting up, installing, repairing, and maintaining machinery and equipment
- Developed, implemented, enforced, and maintained safety standards, policies, practices, and procedures to comply with laws and regulations and minimize accidents and injuries
- Prepared and approved requisitions for parts and supplies; and developed / implemented inventory controls to minimize waste and loss
- Make preliminary assessments of accident damages and arranges for necessary repairs
- Ensured the accurate and timely preparation of a variety of mandated reports, records, and files; and maintains the required documents
- Planned and coordinated daily shop operations, ensuring efficient workflow and customer satisfaction
- Assisted customers with product selection by providing knowledgeable advice regarding features, benefits, warranties
- Established effective communication channels between departments within the organization
- Conducted regular meetings with team members to discuss progress towards goals and address any issues that may arise
- Ensured quality assurance standards were met through regular inspections of finished products
- Ordered supplies from vendors when necessary, negotiating the best possible prices
- Monitored inventory levels to ensure availability of necessary materials for production.
MOBILE SERVICE TECHNICIAN
Hiab USA
Lakewood
09.2013 - 05.2016
- Consult equipment operating manuals, blueprints, and drawings
- Perform scheduled maintenance, such as cleaning and lubricating parts
- Diagnosed and identified malfunctions, using computerized tools and equipment
- Inspected, repaired, and replaced defective or worn parts, such as bearings, pistons, and gears
- Overhauled and tested major components, such as engines, hydraulics, and electrical systems
- Disassembled and reassembled heavy equipment and components
- Traveled to worksites to repair large equipment, such as cranes and Moffetts
- Maintained logs of equipment condition and work performed
- Have familiarity with parts and components of complex machinery and engines, as well as the tools to fix them
- Managed inventory levels by ordering replacement parts when necessary while keeping costs low
- Provided exceptional customer service to ensure satisfaction with repair services
- Maintained up-to-date records of all repairs performed for quality assurance purposes.
Education
DIPLOMA IN DIESEL TECHNOLOGY -
Engine City Technical Institute
NJ01.2009
Skills
- Operations Management
- Performance monitoring
- Budget Management
- Time Management
- Staff Training and Development
- Adaptability
- Organizational Skills
- Technical Support
- Analytical Thinking
- Active Listening
Certification
CDL Class B
Currently enrolled in Palfinger USA L.E.A.D Program
Coursework
- WLC (Warrior Leadership Course)
- Case Forklift Course
- Recovery Specialist HIAB USA, schooling level 1 and 2.
References
References available upon request.
Timeline
FIELD SERVICE DIRECTOR
Palfinger, USA
06.2024 - Current
REGIONAL SERVICE MANAGER
Palfinger USA
07.2019 - 05.2024
DELIVERY SERVICES MANAGER
ABC Supply Company
02.2019 - 07.2019
SHOP SUPERVISOR
Hiab USA
05.2016 - 02.2019
MOBILE SERVICE TECHNICIAN
Hiab USA
09.2013 - 05.2016
DIPLOMA IN DIESEL TECHNOLOGY -
Engine City Technical Institute
CDL Class B
Currently enrolled in Palfinger USA L.E.A.D Program
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