Dennis A Mundy
Oley,Pennsylvania
Summary
Proven leader in HVAC service management at The Tustin Group, adept at technical troubleshooting and fostering team collaboration. Excelled in enhancing customer satisfaction and streamlining service processes, achieving a significant increase in repeat business. Skilled in preventive maintenance and problem-solving, consistently delivering high-quality solutions.
Overview
33
33
years of professional experience
Work History
HVAC Service Manager
The Tustin Group
01.2021 - 10.2024
- 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.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- 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 repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Service Supervisor
The Tustin Group
03.2015 - 01.2021
- Reported directly to my operating Service Manager and General Manager for Service needs and schedules.
- Provided Service Repair Estimates to customers, implementing beginning to close of all aspects of the service estimates.
- Provided Field Technician Support with troubleshooting, training, and scheduling.
- Provided support and assistance to the operating Service Coordinator - All aspects.
- Provided service report approvals for technician daily service tickets.
- Handled customer complaints and inquiries.
- Assisted with training and development of team members.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Monitored team's performance and gave feedback when necessary.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
- Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
Service HVAC Technician
The Tustin Group
02.1998 - 01.2015
- Performed troubleshooting on HVAC systems to determine root cause of issues.
- Installed new heating, ventilation, and air conditioning systems in residential and commercial buildings with precision and attention to detail.
- Troubleshot complex HVAC problems, identifying root causes and implementing effective solutions.
- Utilized diagnostic equipment effectively in order to identify malfunctioning components within HVAC systems accurately.
- Provided maintenance and service on small tonnage to large tonnage split systems, package units, chillers, boilers, pumps, and small appliance refrigeration
.
HVAC Service Technician
McHugh Service Co.
01.1992 - 01.1998
- Performed troubleshooting on HVAC systems to determine root cause of issues.
- Installed new heating, ventilation, and air conditioning systems in residential and commercial buildings with precision and attention to detail.
- Troubleshot complex HVAC problems, identifying root causes and implementing effective solutions.
- Utilized diagnostic equipment effectively in order to identify malfunctioning components within HVAC systems accurately.
- Provided maintenance and service on small tonnage to large tonnage split systems, package units, chillers, boilers, pumps, and small appliance refrigeration .
Education
High School Diploma -
North Penn Senior High School
Lansdale, PA06-1985
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Reliable and Responsible
- Time Management
- Workflow Management
- Goal-Oriented
- Team Collaboration and Leadership
- Service Scheduling
- Outgoing and Energetic
- Technical Troubleshooting
- Continuous Improvement
- Cost Estimates
- Preventive Maintenance
Timeline
HVAC Service Manager
The Tustin Group
01.2021 - 10.2024
Service Supervisor
The Tustin Group
03.2015 - 01.2021
Service HVAC Technician
The Tustin Group
02.1998 - 01.2015
HVAC Service Technician
McHugh Service Co.
01.1992 - 01.1998
High School Diploma -
North Penn Senior High School
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