Daniel Walker
Field Service/Account Manager
Dallas,GA
Summary
A highly organized and driven individual who specializes in building customer relationships through outstanding customer service and knowledgeable solutions for any challenges presented. With a history of consistent excellence with every company of employment with the drive and desire to bring the same standard of excellence with each new opportunity. Always going above and beyond to meet goals, grow business, and provide excellent customer service while doing it.
Overview
17
17
years of professional experience
Work History
Field Service Manager
Ryeco LLC
11.2022 - Current
- Managed ateam of up to 8 field service technicians, to service multiple products
- Conducted weekly meetings, for the purpose of keeping all field service technicians up to date on company directives and internal processes, while building team chemistry, and cover details of all scheduled service visits.
- Development of training material for all current and future hires to ensure all technicians can service all company product offerings
- Conducted quarterly and yearly reviews of all field service technicians to assess job performance and address any needs for improvement and to determine possible increases in compensation
- Oversaw the cross training of technicians acquired via the purchase of another company for the expansion of product offerings
- Provided accurate service trip quotes to customers
- Converted service trip calls to sales calls, identifying and selling additional products within the company's portfolio
- Coordinated with customers and service technicians for scheduling of service trips to ensure technicians were available based on customer needs
- Creation of case numbers, project tracking and document upload for service call progression, history, and auditing in NetSuite
- Updated customers with all pertaining service call details, and digital copies of their system manuals and installation documentation prior to the installation of their systems
- Promptly provided troubleshooting measures and technical assistance to customers through email and phone calls, sometimes after hours and on weekends
- Worldwide travel to install and service Ryeco systems
- Approved and processed purchase orders for service trips and created sales orders for internal accounting purposes
- Reviewed field service reports for traveling technicians; editing for clarity, grammar, and punctuation errors before submitting to customers
- Reviewed expense reports of traveling technicians for accuracy; validated against receipts, calculated expense totals and updated all sales orders for customer invoicing
- Submitted all expense reports to accounting for payroll and customer invoicing
- Briefed all traveling technicians with scope of service details, ensured all parts and tools needed for service were available
- Generated and updated, when necessary, field service report templates in Microsoft Word for documentation of the work performed during service visits
Senior Account Manager
Angel Oak Mortgage Solutions
06.2018 - 10.2022
- Helped establish and work a pipeline of approximately 100 loans/month while closing 50 loans/month.
- Work as a liaison between brokers, correspondents and internal departments to ensure customers have exemplary experience while ensuring compliance, quality and efficiency as loans move through processing.
- Act as loan process and system expert helping customers get loans from registration to funding while meeting expected closing dates.
- Provided loan scenario support to Account Executives
- Contact clients to obtain outstanding conditions necessary to move loans through set up to closing.
- Interact and coordinate with sales team and operations for each loan submission.
- Prepare, distribute and manage sales team’s pipeline and goals.
- Follow up and set clear expectations with internal and external parties regarding loan progress and expected closing date.
- Analyze complex data in order to explain decisions made on loans as well as applicable state and federal regulations.
- Achieve monthly production and turn time goals for sales team.
- Collaborate with sales, underwriting, closing and funding departments regarding loans submitted to those departments and timelines for completion.
- Supervised junior account management professionals to develop skills and increase volume while building strong customer relationships.
Service Manager
Ryeco, LLC
03.2007 - 04.2018
- Worldwide travel to install and service Ryeco systems.
- Consistently top salesman of service contracts and additional Ryeco products while traveling for service trips.
- Final oversight of all field service reports of traveling technicians for clarity, grammar, and punctuation errors before being sent to customers.
- Final oversight of all expense reports of traveling technicians to ensure accuracy of reported information to calculate expense totals and update all sales orders for customer invoicing.
- Oversight of submission of all expense reports to accounting for payroll and for final customer invoicing.
- Brief all traveling technicians with relevant details of service trips that they are assigned to and ensure that they are provided with parts and tools needed to complete service while they are onsite.
- Provide accurate quotes for service to customers for service trips.
- Coordinate with customers for scheduling of service trips to ensure technicians are available when customer needs them.
- Approve and process purchase orders for service trips and create sales orders for internal accounting purposes.
- Update customer data base to reflect current phase of each project and upload all service reports for future reference.
- Ensure all customers are provided with digital copies of their system manuals and installation documentation prior to installation of their systems.
- Provide troubleshooting measures and technical assistance to customers via email and phone calls.
- Create case numbers in customer database to document customer issues and track product inconsistencies.
- Generation of field service reports using Microsoft Word for documentation of work performed on any service trip.
Education
Sacred Literature
Covington Theological Seminary
Covington, GACriminal Justice
University of West Georgia
Carrollton, GASkills
- Customer Service
- Outlook
- Excel
- Word
- Power Point
- Organizational Skills
- Sales
- Encompass Loan Operating System
- Scheduling
- Customer Relations
- Goals and performance
- Account Management
- Interpersonal skills
- Client rapport
- Self-motivated
Timeline
Field Service Manager
Ryeco LLC
11.2022 - Current
Senior Account Manager
Angel Oak Mortgage Solutions
06.2018 - 10.2022
Service Manager
Ryeco, LLC
03.2007 - 04.2018
Sacred Literature
Covington Theological Seminary
Criminal Justice
University of West Georgia
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