Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Brandon Watson

Wayland,MI

Summary

Dynamic Service Manager with a proven track record at GreenMark Equipment, excelling in customer service and team leadership. Skilled in problem-solving and service scheduling, I enhanced revenue through upselling and reduced service downtime by proactively addressing issues. Committed to fostering positive relationships and ensuring high-quality workmanship within my team.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Service Manager

GreenMark Equipment
02.2019 - Current
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Analyzed service reports to identify areas of improvement.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Service Technician

GreenMark Equipment
02.2004 - 02.2019
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
  • Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
  • Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
  • Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
  • Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.

Education

Some College (No Degree) - Business

Central Michigan University
Mount Pleasant, MI

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Customer service
  • Critical thinking
  • Reliable and responsible
  • Trustworthy and honest
  • Crew leadership
  • Service scheduling
  • Work Planning and Prioritization
  • Estimating and quoting

Certification

  • [Name of Certification] [Issuing Organization] [Year Month]

Timeline

Service Manager

GreenMark Equipment
02.2019 - Current

Service Technician

GreenMark Equipment
02.2004 - 02.2019

Some College (No Degree) - Business

Central Michigan University

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Brandon Watson