Hi, I’m
BRAD EVANS
EUREKA SPRINGS,Arkansas
Summary
Multi-talented Service Manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing 21 years of progressive experience.
Overview
24
years of professional experience
1
Certification
Work History
Galaxy Home RecreationRogers, AR
Service Manager
08.2016 - 10.2023
Job overview
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Resolved customer complaints in a timely manner.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Hired and trained service department staff to drive performance.
- Pitched in to complete various duties during peak periods or employee absences.
- Motivated and supported employees to maintain low turnover.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Reviewed completed work to verify consistency, quality and conformance.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Wholesale Recreation WarehouseTulsa, OK
Service Technician
03.2002 - 07.2016
Job overview
- Provided technical support to customers over the phone and in person.
- Maintained accurate records of service calls, repairs, and parts used.
- Performed onsite repair of equipment at customer locations.
- Repaired faulty components such as motors, pumps, valves, switches.
- Troubleshot electrical circuits using schematics and diagrams.
- Replaced worn or damaged parts with OEM replacements as necessary.
- Inspected equipment for proper operation and safety hazards prior to use.
- Responded quickly to emergency calls from clients needing immediate assistance.
- Identified potential problems during routine inspections in order to prevent future breakdowns.
- Communicated with clients for outstanding customer service and to increase repeat business.
- Traveled to customer locations to complete work for pre-set appointments.
- Conducted service appointments to diagnose and fix problems.
- Completed documentation promptly, enabling service requests to be properly recorded and tracked.
- Maintained certifications and completed training on systems and components.
- Handled yearly and preventive maintenance to keep vehicles in good working condition.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Installed new components or replaced defective parts to restore functionality.
- Completed scheduled appointments on time to drive quality service.
- Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.
- Ran tests on newly repaired machinery and equipment to confirm proper functionality.
- Used credit card register system to ring up customer purchases, process payments and issue receipts.
Beck MechanicalTulsa, Oklahoma
HVAC Assistant
01.2000 - 03.2002
Job overview
- Installed, repaired and maintained residential HVAC equipment, including furnaces, air conditioners, heat pumps and duct systems.
- Diagnosed and identified faulty components in malfunctioning HVAC systems using specialized testing tools.
- Repaired or replaced defective parts such as compressors, motors, fans and other components in heating and cooling systems.
- Calibrated thermostats, tested capacitors and checked refrigerant levels for proper functioning of the system.
- Cleaned evaporator coils, condensate drains and blower wheels to maintain optimal efficiency of the unit.
- Checked pressure readings on gauges connected to the system in order to diagnose any malfunctions.
- Recovered refrigerant from old HVAC units prior to disposal according to local environmental regulations.
- Wired both line and low voltage to heating and cooling equipment.
- Tested pipe, tubing joints and connections for leaks.
- Cut and drilled holes in floors, walls and roofs to install equipment using power saws and drills.
- Installed insulation materials around pipes, ducts and other components of the HVAC system.
- Replaced worn out belts, bearings, fans and other parts when necessary.
- Checked air flow through vents for proper distribution of conditioned air throughout premises.
- Followed safety protocols while working with refrigerants such as Freon.
- Diagnosed electrical problems and installed and rewired electrical components.
- Performed preventive maintenance on heating, ventilation and air conditioning equipment to ensure optimal performance.
- Repaired and replaced defective parts of HVAC systems as needed.
- Tested electrical circuits, motors, controls, safety devices and other components of the HVAC system.
- Cleaned evaporator coils, condenser coils and filters of the HVAC system.
- Installed new ductwork according to plans and specifications provided by engineers or contractors.
Education
Union High School, Tulsa, OK
High School Diploma
05.1991
Skills
- Staff Supervision
- Policy and Procedure Enforcement
- Conflict Resolution
- Relationship Building
- Customer Service
- Employee Training and Development
- Mechanical Diagnostics
- Task Delegation
- Technical Support
- Goal-Oriented
- Coaching and Mentorship
- Critical Thinking
- MS Office
- Staff Motivation
- Team Leadership
- Interpersonal Relationships
- Process Implementation
- Multitasking and Organization
- Team Collaboration and Leadership
- Rapport Building
- Positive Attitude
- Staff Management
- Employee Relations
- Service and Parts Teams Management
- Supply Ordering
- Coaching and Mentoring
- Preventive Maintenance
- Employee Supervision
- Continuous Improvement
- Problem-Solving
- Trustworthy and Honest
- Risk Management
- Time Management
- Technical Troubleshooting
- Estimating and Quoting
- Proficient in Storis, Dispatch Track, Hubspot, Motive, Podium, Paylocity and Paychex software systems
- Schedule Management
- Performance Evaluations
- Service Documentation
- Service Quality Management
- Work Planning and Prioritization
- Multiple Priorities Management
- Customer Service Management
- New Employee Hiring
- Inventory Management
- Goal Setting
- Maintenance Planning
- Crew Leadership
- Service Order Flow
- Documentation and Reporting
- Reliable and Responsible
- Reporting and Documentation
- Upselling
- Project Management
- Outgoing and Energetic
- Service Scheduling
Accomplishments
- Awarded "Most improved "
- Awarded "Exceptional Customer Service" three times
- Awarded " Embodies Galaxy Spirit" twice
Certification
- Jacuzzi and Sundance Spas technician Certification
- Maax Spas technician Certification
Veteran
- Marine Corps 1991-1994
References
References available upon request.
Timeline
Service Manager
Galaxy Home Recreation
08.2016 - 10.2023
Service Technician
Wholesale Recreation Warehouse
03.2002 - 07.2016
HVAC Assistant
Beck Mechanical
01.2000 - 03.2002
Union High School
High School Diploma
- Jacuzzi and Sundance Spas technician Certification
- Maax Spas technician Certification
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