Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Eric Magana

Alhambra,CA

Summary

Secure a position as a Building/Construction Inspector in a well-established organization to render services in conducting inspections to promote productivity and efficiency.

Overview

12
12
years of professional experience
1
1
Certification

Work History

SERVICE MANAGER/SALES TRAINER

Do It Right Plumbers
10.2020 - 12.2022
  • Managed over 20 staff members in install, repairs and maintenance for plumbing in both residential and commercial buildings
  • Routinely worked directly with service and install technicians, dispatch personnel and other managers to ensure customer satisfaction while meeting departmental goals and objectives
  • Senior company representative, often communicated directly with customers, vendors and suppliers to ensure accurate communication of job or project status and requirements
  • Scheduled, direct and provide technical support for technicians to meet service demands and customers’ expectations
  • Recruit, interviewed, hired and trained technicians as required to meet workload demands, and company or customer expectations and requirements
  • Supervised and directed technicians to effectively perform functions of equipment repair, installation, start-up, operation, and other duties as required to ensure customer satisfaction
  • Reviewed technicians’ work to ensure quality meets established standards, techniques and safety requirements; makes recommendations as requirements to improve quality and productivity
  • Responsible for technicians’ performance appraisals, reviews and for setting improvement goals per company requirements
  • Establish and maintain a regular training program to ensure that technicians are properly trained on latest service techniques and safety procedures for equipment and general working conditions
  • Conducted group and one-on-one meetings with technicians as required for training, evaluation and general communication; participates and/or conducts regularly scheduled departmental safety/informational meetings
  • Communicate regularly with dispatch to ensure that personnel are being scheduled properly by skill level, efficiency and training requirements
  • Communicate daily with dispatch reporting on project information, estimated time to complete jobs, labor hours and parts or material used
  • Maintain communication with vendors and factory personnel concerning warranty issues, product recall notices, operational problems with products, premature failures and other issues as apply to products and equipment sold and serviced by HVAC Service Department
  • Develop and monitor budgets, goals and objectives to insure departmental profitability
  • Review work orders, invoices and time reports for accuracy, and to ensure timely cash flow and maintain minimal account receivables
  • Specify and make sure that required parts are ordered in timely fashion to ensure work deadlines are met
  • Ensure that all company/department policies are being followed by all technicians
  • Oversee assigned service vehicles, monitor vehicles to ensure are being maintained and operated as required and used according to company policy
  • Monitor service vehicles to ensure are in acceptable condition to allow technicians to efficiently work out of vehicle, and that adequate inventory of parts and material are maintained
  • Kept current with latest training on current products, coordinate technician training and maintain training records to ensure personnel maintain proficiency in preventive maintenance, start-up, trouble- shooting, and repair of supported equipment
  • Generated sales leads; and promoted and developed maintenance/service agreements; estimates and generate bids for contract projects/work
  • Managed larger installation, start-up and commissioning projects; coordinated and directed team of technicians and/or subcontractors; performed prestart-up inspections and completed turnover of equipment to owner
  • Work with other departmental managers to meet company and departmental goals and objectives
  • Resolved customer complaints in professional and timely manner
  • Hired, trained and supervised team of service staff members to meet business goals
  • Monitored service staff performance and provided feedback for improvement
  • Coordinated with other departments to maintain streamlined and productive workflow
  • Developed and maintained positive relationships with customers to build rapport and trust
  • Launched quality assurance practices for each phase of development

SERVICE/SALES MANAGER

GREENSTAR HOME SERVICES/ARS RESCUE ROOTER
01.2011 - 09.2022
  • Supervise dispatchers, call center representatives, Plumbing service technicians, and installers in
  • Plumbing Division
  • Conduct daily staff meetings to ensure employees’ motivation and ongoing training
  • Recruiting, interviewing, and training qualifying applicants in their respective fields
  • Maintain perfect company safety record while adhering to OSHA workplace standards
  • Monitor collection of invoice’s and balance of payments
  • Develop after-hours service policy and procedures, and protocol for 24/7 service
  • Train and develop Call Center staff to deliver exceptional customer service experience
  • Train dispatch teams to ‘Dispatch for Profit”
  • Lead 50% of division growth YOY and 10% of gross margin increase from hire date.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures
  • Achieved sales goals and service targets by cultivating and securing new customer relationships
  • Managed revenue models, process flows, operations support and customer engagement strategies
  • Developed compelling presentation decks to gain approval for ideas and communicate results
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Resolved customer issues quickly to close deals and boost client satisfaction.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
  • Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
  • Maintained ethical and positive working environment to reduce turnover and promote high retention rates.

Education

HVAC TECHNOLOGY CERTIFICATE - HVAC Technology

WYOTECH
Long Beach, CA
01.2009

Skills

  • Customer service understanding
  • Exceptional customer service
  • Managing service operations
  • Customer service, education and counseling

Certification

SERVICE MVP CERTIFICATE NEXSTAR NETWORK: TRAINING MASTERY SERVICE SYSTEMS SEWER SALES OPERATIONAL EXCELLENCE ICC CERTIFICATION – MAY 2023 ICC B1 BUILDING INSPECTOR CERTIFICATE ICC CERTIFICATION – IN PROGRESS RESIDENTIAL PLUMBING INSPECTOR CERTIFICATE

Timeline

SERVICE MANAGER/SALES TRAINER

Do It Right Plumbers
10.2020 - 12.2022

SERVICE/SALES MANAGER

GREENSTAR HOME SERVICES/ARS RESCUE ROOTER
01.2011 - 09.2022

HVAC TECHNOLOGY CERTIFICATE - HVAC Technology

WYOTECH

Similar Profiles

CREATE PROFILE
Eric Magana