Gian Carlo
Niagara Falls,NY
Summary
Dynamic Service Manager with extensive experience at Colmar USA Inc, excelling in after-sales support and technical troubleshooting. Proven ability to enhance customer satisfaction through effective problem-solving and cost analysis. Skilled in QuickBooks ERP and team coordination, driving operational efficiency and fostering strong vendor relationships.
Overview
14
14
years of professional experience
Work History
Service Manager/Level 2 Tech Support Specialist
Colmar USA Inc
01.2016 - 01.2025
- Managed the After-Sales Support Department for the North American office.
- Assisted with Level 2 Technical Support.
- Analyzed customer feedback and service data to identify trends and areas for improvement.
- Reviewed inventory levels regularly to assess purchasing needs and optimize stock availability.
- Conducted cost-effectiveness analyses for outsourcing versus in-house solutions for projects and services.
- Advised leadership on best practices and strategies related to after-sales support operations.
- Worked directly with customers and Engineers to make final warranty determinations.
- Evaluated complex issues and determined the best course of action when no clear solution existed.
- Built and maintained relationships with suppliers and vendors to secure competitive pricing and favorable lead times.
- Managed multiple field technicians and coordinated both warranty and billable service calls.
- Maintained the small office network as needed, including software installation, system setup, internet troubleshooting, OS re-installs, and user account configuration.
- Market Area: North & South America. Website: http://www.colmarequipment.com/
Level 2 Tech Support/Parts and Service Representative
Colmar USA Inc
01.2013 - 01.2016
- Remotely provided technical troubleshooting and product support to customers and dealers via phone, email, and chat.
- Guided customers through step-by-step diagnostic checks, using manuals and schematics to identify and resolve machine faults.
- Assessed whether equipment malfunctions were due to manufacturing defects or operator error.
- Reinstalled and updated software on machine PLC (Programmable Logic Controller) systems.
- Coordinated with the engineering department to resolve equipment issues quickly and efficiently.
- Supported outside sales representatives and dealers by providing technical information, product support, and quotations.
- Assessed any machine damage and generated accurate service and parts quotations to support timely and efficient repairs.
- Collaborated closely with operations teams to ensure accurate and on-time order fulfillment.
- Market Area: North & South America. Website: http://www.colmarequipment.com/
Part’s Representative
Colmar USA Inc
01.2011 - 01.2013
- Processed parts orders through phone, email, and chat support.
- Prepared estimates, generated sales orders, and created shipping labels.
- Assisted customers in identifying required parts by consulting manuals and technical documentation, including locating and verifying part numbers.
- Coordinated RMA returns for warranty claims, incorrect shipments, or ordering errors.
- Entered and updated parts inventory within the ERP system to maintain accurate stock records.
- Market Area: North & South America. Website: http://www.colmarequipment.com/
Education
Bachelor of Science - Computer Information Systems
S.U.N.Y BUFFALO STATE COLLEGE
Bachelor of Science - Business (Managing Information Systems)
S.U.N.Y UNIVERSITY AT BUFFALO
Skills
- QuickBooks ERP
- Infor LN ERP
- Microsoft 365
- UPS Woldship
- Information Systems
- Team coordination
- Technical troubleshooting
- Technical documentation
- Technical support
- Mechanical diagnostics
- Cost analysis
- Warranty evaluation
- Inventory management
- After-sales support
- Verbal and written communication
- Problem-solving
- Customer service management
- Customer Complaint Resolution
- Reporting and documentation
- Customer service
- Estimating and quoting
- Vendor sourcing
- Coordination of service and parts operations
- Supplier negotiation
- Attention to detail
- Decision-Making
- Multitasking
- High Aptitude for Technology
Timeline
Service Manager/Level 2 Tech Support Specialist
Colmar USA Inc
01.2016 - 01.2025
Level 2 Tech Support/Parts and Service Representative
Colmar USA Inc
01.2013 - 01.2016
Part’s Representative
Colmar USA Inc
01.2011 - 01.2013
Bachelor of Science - Computer Information Systems
S.U.N.Y BUFFALO STATE COLLEGE
Bachelor of Science - Business (Managing Information Systems)
S.U.N.Y UNIVERSITY AT BUFFALO