David Fletcher
West Olive,MICHIGAN
Summary
Consummate Technical Representative proven at enhancing hardware and personnel through careful training and curation. Provide on time technical support remotely and on the jobsite. Provide technical and application training to contractor and distributor personel.
Overview
32
32
years of professional experience
1
1
Certification
Work History
District Technical Representative
Rheem Manufacturing Company
11.2009 - 12.2023
- Enhanced customer satisfaction by providing timely and effective technical support.
- Resolved complex technical issues for clients, resulting in increased product reliability.
- Assisted in the creation of training materials for new Technical Representatives, improving the onboarding experience for incoming employees.
- Streamlined troubleshooting processes, leading to faster resolution times and improved client relations.
- Conducted product demonstrations and training sessions for customers, promoting product knowledge and adoption.
- Served as a subject matter expert during sales presentations, answering technical questions and demonstrating product capabilities.
Regional Service Manager
Daiken AC Americas
04.2009 - 11.2009
- Enhanced regional service performance by implementing effective management strategies and streamlining processes.
- Developed regional service team''s skills by conducting regular training sessions, fostering a culture of continuous improvement.
- Increased operational efficiency with the implementation of new technologies and innovative service solutions.
- Managed customer escalations effectively, ensuring timely resolutions and minimizing negative impacts on client relationships.
- Analyzed regional service trends and performance metrics to inform strategic decisions.
- 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.
Field Service Representative
Trane Technologies
01.2006 - 11.2008
- Enhanced customer satisfaction by providing timely and efficient field service support.
- Developed lasting relationships with clients through excellent communication and professionalism.
- Delivered high-quality services consistently, maintaining client trust and fostering repeat business.
- Provided remote technical support to customers, reducing on-site visit requirements when possible.
- Increased overall productivity, implementing comprehensive training programs for new hires.
Branch Manager
Robertson Heating Supply
07.2005 - 12.2005
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
Manager of Operations, Service & Training
Rheem Components & Distribution
05.1997 - 07.2005
- Streamlined operational processes by implementing efficient workflow management strategies.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Managed cross-functional teams for successful project completion and timely delivery.
- Developed strong relationships with suppliers, resulting in reduced costs and better quality products.
- Optimized inventory control procedures to minimize stockouts and excess inventory levels.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
District Technical Representative
Rheem Manufacturing Company
05.1992 - 05.1997
Education
Associate of Applied Science - HVAC Installation And Repair
Mat - Su College
Palmer06.1978
High School Diploma -
Peck High School
Peck, MI06.1971
Skills
- Resource Allocation
- Technical Support
- Multitasking
- Team Collaboration
- Technical Troubleshooting
- Technical Documentation
- Training and Development
- Customer Service
- Product Knowledge
Accomplishments
- Resolved product issue through consumer testing.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Certification
- Nate Certified, Gas Furnaces, Air Conditioning, Heat Pumps, Oil Furnaces, & Airflow
Timeline
District Technical Representative
Rheem Manufacturing Company
11.2009 - 12.2023
Regional Service Manager
Daiken AC Americas
04.2009 - 11.2009
Field Service Representative
Trane Technologies
01.2006 - 11.2008
Branch Manager
Robertson Heating Supply
07.2005 - 12.2005
Manager of Operations, Service & Training
Rheem Components & Distribution
05.1997 - 07.2005
District Technical Representative
Rheem Manufacturing Company
05.1992 - 05.1997
Associate of Applied Science - HVAC Installation And Repair
Mat - Su College
High School Diploma -
Peck High School