Duncan Bair
Las Vegas,NV
Summary
Dynamic Service Manager with a proven track record at Red Mesa Mechanical, excelling in customer service and team leadership. Enhanced operational efficiency through strategic workflow management and staff training, resulting in a significant boost in customer satisfaction ratings. Skilled in technical troubleshooting and committed to fostering strong client relationships.
Highly motivated [Job Title] with [Number] years of [Industry] experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Service Manager
Red Mesa Mechanical
09.2023 - Current
- 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.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- 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.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- 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.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Spearheaded digital transformation initiative, introducing new software tools to improve service scheduling and customer communication.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Insure all employees are practicing safe driving habits.
- Implementing safety protocols and seeing employees follow safe work and conditions.
- Following federal and state laws for employees OSHA or Labor Laws.
- Manage and review blue prints for future or ongoing projects.
Technican/Service Manager
Tradewinds HVAC and Refrigeration
08.2018 - 09.2023
- Ensured reliable network connectivity, closely monitoring system performance and making adjustments as needed.
- Maintained meticulous records of maintenance activities, ensuring compliance with industry standards.
- Enhanced safety protocols, conducting regular inspections and safety drills for technical team.
- Tested systems, noting issues and completing preventive maintenance.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Managed maintenance activities, supervised staff, and inspected equipment.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
- Installed various types of HVAC and refrigeration systems, or overseen equipment and projects being installed properly.
- Either myself or employee/employees troubleshoot equipment and make the necessary repairs on equipment.
- Insuring proper work ethics and procedures are done throughout the whole work procedure from troubleshooting to repairs made.
- Insure safe work practice was being upheld from office to field work.
- Insure safe driving through out the company and practiced daily.
- Spoke with customers daily, on matters of employees and how there building equipment was running at that time.
- Insured during new hire process new employee had his/her proper PPE, apps on there work phones and went over there apps together before going out to the field.
Technican
Arctic Air Heating & Cooling
07.2016 - 08.2018
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Optimized system performance thorough testing and analysis.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
- Streamlined processes by implementing efficient workflows and improving technician training programs.
- Conducted detailed diagnostics to identify issues, leading to decrease in system downtimes.
- Improved system efficiency by implementing regular maintenance schedules for all technical equipment.
- Enhanced operational efficiency, automating repetitive technical tasks where possible.
- Facilitated seamless software upgrades, minimizing disruptions to daily operations.
- Optimized network performance, conducting regular updates and patches to software systems.
- Supported project management teams with expert technical advice, contributing to successful project completions.
- Reduced response times to technical issues, implementing prioritized troubleshooting protocol.
- Increased equipment lifespan, performing preventive maintenance and timely repairs.
- Improved customer satisfaction, swiftly addressing and resolving technical inquiries and issues.
- Worked with diverse types of weather and ground conditions.
- Worked on and installed various sizes of package units, make up air units, DOAS, chillers/boilers, exhaust fans, and refrigeration systems.
- Troubleshoot and repair controls, like BMS, thermostats, logistics controls from other manufactures.
- Troubleshoot and repair walk in medium or low temp refrigeration systems including under the counter, island air or other types of reach In's.
- Troubleshoot and repair hot side of commercial kitchen equipment, like stoves, steamers, grills, and exhausts.
Technican
Sierra Air Conditioning
05.2015 - 07.2016
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Install split systems, condensers, AHU's, and line sets. Braze while purging with nitrogen, pull vacuums under 500 microns and charge unit to factory recommendation's.
- Install controls, like zone systems and thermostats
- Perform safe offensive and defensive driving skills while driving a company vehicle.
Derrrickhand
Neighbors Drilling
10.2008 - 06.2014
- Contributed to successful well completions by assisting in the assembly and disassembly of drilling tools and equipment.
- Used iron roughnecks, tongs and slips to properly handle and connect sections of drill pipe.
- Performed preventive maintenance and basic repairs on workover rigs by checking fluids, hydraulic and transmission levels.
- Maintained proper fluid levels in the mud pits, ensuring smooth operation throughout the drilling process.
- Perform tail gate meetings daily and for each task that needed safe work performed.
- Safe offensive and defensive driving through out being employed.
- Being available during fracking, drilling, and injecting times while on the rig.
Union Carpenter
Montana Local Carpenters Union 82
06.1998 - 10.2008
- Maintained a clean worksite, promoting productivity and reducing potential hazards throughout the construction process.
- Assisted in training new apprentices, sharing knowledge of carpentry techniques and best practices within the union community.
- Collaborated with team members to complete projects on time and under budget, meeting client expectations.
- Increased project efficiency by implementing precise measurements and cutting techniques for materials.
- Read blue prints and perform layout for myself and others.
- Oversee projects weather two employees or ten employees were on site, checking there work or keeping them busy with work performed through out the day and or week.
- Managing and performing safe work habits on job locations.
- Work with the wright power tools to perform tasks and complete them of all types.
- Job walks performed daily, weekly, and when work has been completed until turn key.
Education
HVAC And Refrigeration - HVAC
National Technical Instute
Las Vegas, NV04-2015
Carpentry
Trapper Creek
Darby, MT05-1994
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- Quality assurance
- Workplace safety
- Documentation and reporting
- Crew leadership
- Employee supervision
- Service scheduling
- Operational efficiency
- Work Planning and Prioritization
- Staff motivation
- New employee hiring
- Staff management
- Policy and procedure enforcement
- Service documentation
- Service quality management
- Goal setting
- Technical troubleshooting
- Estimating and quoting
- Inventory management
- Continuous improvement
- Risk management
- Service and parts teams management
- Interpersonal relationships
- Quality control
- Coaching and mentoring
- Preventive Maintenance
- Staff training and development
- Relationship building
- Mechanical diagnostics
- Customer satisfaction measurement
- Shift scheduling
- Staff supervision
- Supply ordering
- Budget control
- Performance evaluations
- Upselling
- Leadership development
- Sales support
- Multiple priorities management
- Project planning
- Heavy equipment operation
- Maintenance planning
- Vendor sourcing
- Verbal and written communication
- Establishing vision
Accomplishments
- Supervised team of multiple staff members.
- Achieved projects through effectively helping with completing projects with in time frame.
- Achieved an easier way to manage teams by introducing Service Bridge for completing tasks, managing projects, customer satisfaction, parts, and manage profits on one platform.
Timeline
Service Manager
Red Mesa Mechanical
09.2023 - Current
Technican/Service Manager
Tradewinds HVAC and Refrigeration
08.2018 - 09.2023
Technican
Arctic Air Heating & Cooling
07.2016 - 08.2018
Technican
Sierra Air Conditioning
05.2015 - 07.2016
Derrrickhand
Neighbors Drilling
10.2008 - 06.2014
Union Carpenter
Montana Local Carpenters Union 82
06.1998 - 10.2008
HVAC And Refrigeration - HVAC
National Technical Instute
Carpentry
Trapper Creek
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