Donald Roy
Uxbridge,MA
Summary
Seasoned Manager bringing 21 years of Coffee 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.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Equipment and Service Team Lead
The JM Smucker Co.
Orrville, OH
06.2014 - Current
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team performance, adhered to Customer Response Time (CRT) and provided detailed job training.
- Trained less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Managed efficient teams of up to 8 employees.
- Oversaw team of service professionals focused on Northeast Market.
- Met with customers to discuss service needs and offer available solutions.
- Created I phone App to connect users to specs and manuals in Share Point.
- Created Van Bill Of Materials replenishment program using part usage report and implemented by entire country.
Field Service Technician
The JM. Smucker Co.
Orrville, OH
08.2005 - 06.2014
- Maintained company field response vehicle stocked with repair and replacement parts valued over $4200.00
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Operated hand tools and power equipment according to company safety procedures.
- Managed on-site and off-site installation, repair, maintenance and test tasks.
- Followed safety procedures to avoid injuries in field.
Education
High School Diploma -
Assabet Valley Regional Technical School
Marlborough, MA06.1983
Skills
- Team Management
- Team building and leadership
- Teamwork and Collaboration
- Employee Performance Reviews
- Customer Relationship Management
- Inventory Accuracy
- Software Application Support
- Safety Requirements
- Operational Efficiency
- Employee Relationships
- Working with Third Party Company's
- Proficient in Microsoft Office
Certification
- Discovering the Art of Leadership Training - 2017,
- EPA Universal Refrigerant certification 2002
- Emotional Intelligence Training - 2017
Timeline
Equipment and Service Team Lead
The JM Smucker Co.
06.2014 - Current
Field Service Technician
The JM. Smucker Co.
08.2005 - 06.2014
High School Diploma -
Assabet Valley Regional Technical School
- Discovering the Art of Leadership Training - 2017,
- EPA Universal Refrigerant certification 2002
- Emotional Intelligence Training - 2017
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