Charles Hickman
Memphis,TN
Summary
Seasoned Service Manager bringing 1 year of Equipment Rental experience. Proficient in business practices, standards of operation and customer needs.
Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Highly motivated Field Tech with 12 years of Equipment Rental experience.
Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
12
12
years of professional experience
Work History
Service Manager
Equipment Share
01.2023 - 10.2023
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Field Service Technician
Equipment Share
05.2019 - 01.2023
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Followed safety procedures to avoid injuries in field.
- Operated hand tools and power equipment according to company safety procedures.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Established positive customer relationships by providing punctual, cost-effective solutions.
- Discussed and recommended service options with customers and explained costs involved.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Interpreted equipment diagrams and blueprints to fully understand mechanical and electrical systems in need of service.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Worked with diverse types of weather and ground conditions.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
- Liaised with internal departments to optimize productivity and efficiency.
Field Service Technician
C&C Equipment Rental
04.2012 - 05.2019
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Followed safety procedures to avoid injuries in field.
- Operated hand tools and power equipment according to company safety procedures.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Established positive customer relationships by providing punctual, cost-effective solutions.
- Discussed and recommended service options with customers and explained costs involved.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Worked with diverse types of weather and ground conditions.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
- Liaised with internal departments to optimize productivity and efficiency.
- Managed maintenance activities, supervised staff and inspected equipment.
Education
High School Diploma -
Bledsoe County High School
Pikeville, TN05.2003
Skills
- Staff Management
- Employee Supervision
- Business Development
- Till Counting
- Critical Thinking
- Office Administration
- Technical Support
- Quality Assurance
- Coaching and Mentorship
- Data Management
- Mechanical Diagnostics
- Time Management
- Workflow Management
- Team Scheduling
- Service Scheduling
- Vendor Sourcing
- Machinery Operation
- Supply Ordering
- Analytical Thinking
- Preventive Maintenance
- Honest and Trustworthy
- Technical Troubleshooting
- Cost Estimates
- Team Leadership
- Multitasking and Organization
- Verbal and Written Communication
- Service and Parts Teams Management
- Financial Controls
- Heavy Equipment Operation
- Maintenance and Repair
- Welding and Brazing
- Overseeing Technicians
- Customer Service Management
- Billing and Accounting Support
- Train Workers
Timeline
Service Manager
Equipment Share
01.2023 - 10.2023
Field Service Technician
Equipment Share
05.2019 - 01.2023
Field Service Technician
C&C Equipment Rental
04.2012 - 05.2019
High School Diploma -
Bledsoe County High School
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