Edward Haney
Buffalo,NY
Summary
Experienced Service Manager with over 27 years of experience combined in the field and office . Excellent reputation for resolving problems and improving customer satisfaction. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Service Manager
Robert L Kistler Service
08.2019 - Current
- Oversaw team of service professionals focused in Buffalo/ Rochester.
- Created and maintained schedule for yearly on call service
- Approved PTO and payroll
- Reviewed and approved monthly expense reports within concur for myself and my team
- Quoted projects, repairs, and maintenance contracts in word docs and PDF
- Worked in excell to create spreadsheets
- Organize weekly zoom calls with customers and team members
- Maintain a monthly meeting with power point presentations
- Attend in and out of state trainings for conferences and required managerial learning
- Communicate with multiple facets of the industry sales, service, contractors, union personal and customer base
- perform yearly evaluations for direct reports
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Trained multiple less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Guided techs on HVAC repair, tool usage and equipment operation.
- Maintained effective customer service by responding to service requests quickly
- Followed up with customers during and after service to verify satisfaction.
- Developed written plans and obtained customer consent to proceed.
- Set and administered department budgets for expenditures, materials and labor for projects
- Updated existing customers on new products, updated services and changes in accounts to maintain good rapport
- Worked with customers to educate and inform on Current rep lines ,
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Hired and trained new HVAC workers to improve efficiency of department and cultivate productive work atmosphere.
- Managed efficient teams of up to [25] employees.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
Service Advisor
Robert L Kistler Service
01.2017 - 01.2019
- Provided quotes for large projects, Day to day operation quotes and contract renewal
- inter face with customer on weekly basis
- Documented problems and corrective actions to maintain records.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Communicated professionally with colleagues, freelancers and clients.
- Cross-trained and backed up other customer service managers.
Service Technician
Robert L Kistler Service
12.2003 - 01.2017
- Performed startup install and service of OEM equipment
- EPA certified
- Attended OEM classes on Mulitstack chillers , Mitsubishi VRF, Samsung , Dristeem ,Munters , Liebert ,Airsys and Air Enterprise
- Attended train the trainer and certified to train for Mitsubishi and Samsung
- Performed PM and repairs as equipment rep
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Performed maintenance duties and safely handled chemicals and solutions.
- Applied knowledge of standard equipment and manufacturer repair guidelines.
- Demonstrated increased knowledge of company products and equipment.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Evaluated systems according to predetermined checklist and noted issues.
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Explained diagnostic findings to customers and outlined repair or service options.
Service Technician/Pipefitter
Joseph Davis INC
08.1996 - 12.2003
- performed work in industrial plants as HVAC maintenance in Dupont, Oxy chemical, Praxaire,Olin and Niacet as well as shut down chiller rebuilds
- Maintained chillers water cooled and air cooled units
- installed chorine and acid extraction lines in full hazmat air
- performed work in multiple schools installing heating and cooling lines
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Performed rigging duties with crane picks
- performed service and install of heating cooling equipment in multiple hospitals ,Roswell Mercy , St Mary's
- Foreman of install crew at Van demark chemical on multiple projects
Education
No Degree - Manager 101
Stark Univeristy
Tonawanda, NY01.2019
Train The Trainer - Mitsubishi Trainer of VRF
Mitsubishi DSG
Marlboro, MA04.2012
BTJ Journeyman - HVAC / Pipefitter
Local 22 Plumbers And Steamfitters
Buffalo, NY05.2001
High School Diploma -
Lockport High School
Lockport, NY06.1993
Grad of Vocational Trade School - HVAC
Niagara/ Orleans Boces
Sanborn, NY06.1993
Skills
- Office Administration
- Honest and Trustworthy
- Time Management /Multitasking and Organization
- Motivational Leadership
- Critical Thinking/Business Development
- Technical Support/Coaching and Mentorship
- Verbal and Written Communication
- Employee Relations /Verbal and Written Communication
Accomplishments
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Affiliations
Elks BOPE 41
Moose 60
Local 22
Certification
EPA cert
med gas
hazmat
arc flash
Multistack
Mitsubishi
Samsung
Train the trainer
quantech
Timeline
Service Manager
Robert L Kistler Service
08.2019 - Current
Service Advisor
Robert L Kistler Service
01.2017 - 01.2019
Service Technician
Robert L Kistler Service
12.2003 - 01.2017
Service Technician/Pipefitter
Joseph Davis INC
08.1996 - 12.2003
No Degree - Manager 101
Stark Univeristy
Train The Trainer - Mitsubishi Trainer of VRF
Mitsubishi DSG
BTJ Journeyman - HVAC / Pipefitter
Local 22 Plumbers And Steamfitters
High School Diploma -
Lockport High School
Grad of Vocational Trade School - HVAC
Niagara/ Orleans Boces
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