Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

DANIEL SEKULA

UNION MILLS,IN

Summary

Dynamic Service/Warranty Manager with a proven track record at VanAir MFG, enhancing customer satisfaction through effective warranty claims management and team leadership. Skilled in warranty analysis and conflict resolution, I developed training programs that improved operational efficiency and fostered a culture of continuous improvement, ensuring exceptional service delivery and customer loyalty.

Overview

28
28
years of professional experience
1
1
Certification

Work History

SERVICE/WARRANTY MANAGER

VANAIR MFG
06.2007 - Current
  • Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
  • Managed budgetary responsibilities for the warranty department, ensuring cost-effective allocation of resources.
  • Developed a comprehensive training program for new hires, ensuring they quickly acquire the necessary skills and knowledge to excel as Warranty Managers within the company.
  • Provided exceptional technical support services, troubleshooting complex issues with minimal need for follow-up visits or additional repair work required under the manufacturer''s warranty coverage.
  • Collaborated with sales and service teams to provide seamless customer experiences during the warranty process.
  • Developed comprehensive product knowledge to accurately assess and diagnose reported issues for appropriate solutions.
  • Facilitated efficient communication between all relevant departments involved in processing warranties, fostering a collaborative environment that supports successful resolutions.
  • Analyzed warranty data to identify trends and areas for improvement in both product quality and servicing procedures.
  • Coordinated cross-functional efforts between engineering, production, and customer support teams to address recurring product issues effectively.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • 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.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

SERVICE TECHNICIAN

BOSS IND
06.1997 - 04.2007
  • Responded quickly to emergency maintenance requests for timely on-call support.
  • Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Reviewed technical documentation to complete equipment maintenance and repair.
  • Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
  • Operated hand tools and power equipment according to company safety procedures.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
  • Established positive customer relationships by providing punctual, cost-effective solutions.
  • Followed safety procedures to avoid injuries in field.
  • Provided hands-on training to junior technicians, fostering a culture of continuous improvement within the team.
  • Strengthened relationships with customers by understanding their needs and delivering tailored solutions that exceeded expectations.
  • Streamlined service processes, documenting repair procedures and creating comprehensive reports for each job completed.
  • Facilitated smooth installations, ensuring proper setup and configuration of new equipment at customer sites.
  • Managed on-site and off-site installation, repair, maintenance, and test tasks.
  • Enhanced system performance through troubleshooting, diagnosing, and repairing complex electronic and mechanical systems.
  • Continuously expanded knowledge base through ongoing training and certification programs, staying current with industry advancements.
  • Reduced downtime with proactive identification of potential issues during regular site visits and routine inspections.
  • Discussed and recommended service options with customers and explained costs involved.
  • Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
  • Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
  • Contributed to revenue growth by identifying sales opportunities during site visits, promoting additional products or services that align with customer requirements.
  • Interpreted equipment diagrams and blueprints to fully understand mechanical and electrical systems in need of service.
  • Collaborated with cross-functional teams to address unique challenges in the field, sharing expertise to develop innovative solutions.
  • Minimized operational costs through efficient inventory management of spare parts and tools needed for field service activities.
  • Achieved high level of customer trust, consistently providing clear explanations of technical issues and steps taken to resolve them.
  • Enhanced customer satisfaction by delivering prompt and accurate service solutions during field visits.
  • Reduced repeat service calls, meticulously performing quality checks after each repair.
  • Optimized route planning for service calls to maximize number of daily visits without compromising service quality.
  • Resolved complex technical issues under tight deadlines, ensuring client systems were operational in time for critical business periods.
  • Conducted comprehensive training sessions for new technicians, significantly improving their onboarding process and technical skills.
  • Enhanced customer loyalty by providing personalized follow-ups after major service interventions, ensuring satisfaction and system performance.
  • Fostered strong client relationships, becoming preferred technician for key accounts due to reliability and expertise.
  • Initiated feedback loop with engineering team, leading to product improvements and fewer field service issues.
  • Led cross-functional team to address recurring technical issues, resulting in permanent fix and significantly reducing warranty claims.
  • Streamlined diagnostic procedures to reduce downtime, employing advanced troubleshooting techniques on complex machinery.
  • Diagnosed and repaired problems with electrical and mechanical systems.
  • Tested systems, noting issues and completing preventive maintenance.
  • 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.

Education

GED -

STATE OF INDIANA
05-1997

Skills

  • Warranty analysis
  • Escalation handling
  • Complaint handling
  • Sales support
  • Product expertise
  • Trend analysis
  • Department operations management
  • Teamwork
  • Customer service
  • Problem-solving abilities
  • Multitasking Abilities
  • Adaptability and flexibility
  • Decision-making
  • Problem resolution
  • Verbal and written communication
  • Customer relations
  • Professional and courteous
  • Scheduling and coordinating
  • Self motivation
  • Training and development
  • Good judgment
  • Complex Problem-solving
  • Strategic planning
  • Negotiation and conflict resolution
  • MS office
  • 12v electrical
  • 120/240v electrical
  • Hydraulics
  • Small engines

Certification

kohler

honda

allison transmissions

excell 2010 level 1

rotocomp compressors

permco hydraulics


Timeline

SERVICE/WARRANTY MANAGER

VANAIR MFG
06.2007 - Current

SERVICE TECHNICIAN

BOSS IND
06.1997 - 04.2007

GED -

STATE OF INDIANA

Similar Profiles

CREATE PROFILE
DANIEL SEKULA