Jeffrey Dominguez
Fallbrook,CA
Overview
7
7
years of professional experience
Work History
Service Supervisor
Hawthorne CAT
11.2022 - Current
- Supervise and direct all activities necessary to maintain a profitable and well-regarded Main Shop operation
- 30+ direct reports of operational staff
- Oversee and drive day-to-day production schedules and operational activities in accordance with business goals and objectives
- Oversee production to meet KPI’s for a profitable department
- Collaborates cross-functionally with sales and marketing management teams to refine and improve current processes for better efficiency, enabling all to provide a superior customer experience.
- Oversee performance for all main shop technicians to include evaluations, HTCP, HTAP and safety
- Provided guidance on best practices related to customer service processes.
- Responsible for supervisory administrative duties including time cards, PTO requests, performance evaluations, etc. for all direct reports.
- Oversee construction industry repairs in San Diego to include working with PSSRs, techs, industry reps and the parts department to improve efficiency and profitability
- Interfaces with customers to understand their needs and facilitate a relationship that promotes a partnership between Hawthorne and the customer
- Maintain timely and professional communication with Customers
- Supervise and promote all safety policies with a special emphasis on the Big 3 culture topics with technicians
- Ensure that all safety and continuous improvement (CI board) meetings are conducted in a timely manner with follow-up by the appropriate departments and technicians
- Oversee all aspects of WIP for the Main Shop
- Develop and implement procedures to minimize flat rate variance, rework, and policy
- Oversee technician productivity and efficiency
- Manage the selection, training, and development of all personnel
- Work collaboratively with company leaders to implement new procedures to improve efficiency and quality
- Oversee all equipment and tooling for timely repairs and upkeep
- Oversee Hawthorne Technician Apprenticeship program.
- Collaborated closely with upper management on special projects aimed at increasing profitability.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Maintained comprehensive records of employee attendance, performance reviews, and disciplinary actions taken.
- Resolved customer complaints or answered customers' questions.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Analyzed financial activities of department to share budgetary input with managers.
- Delivered exceptional customer service and handled inquiries and complaints.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Supervised team of 30 employees and delegated duties and responsibilities to each member.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Coordinated with other departments to resolve customer complaints promptly and effectively.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved escalated customer issues in a timely manner while maintaining high satisfaction ratings.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Conducted weekly meetings with team members to discuss goals and objectives.
- Addressed areas that needed improvement and observed team's performance.
- Developed employee orientation and training programs for new hires.
Service Manager/Operations Manager
Clear Expectations
09.2021 - 10.2022
- Oversees the performance of site and operational staff
- Oversee monthly, quarterly, and annual Sales budget for San Diego
- Oversee customer experience and account management in San Diego
- Hire, train and onboard all employees for San Diego
- Sales support for our Texas, Orange County, and Inland Empire
- Main contact for San Diego Region employee concerns
- Main contact for our San Diego region in sales for equipment upgrades and service
- Directs 20+ phone and in-person inquiries daily
- Manages payroll for 17 employees
- Direct contact for resolving any complaints from our clients
- Vast knowledge in all company procedures, policies, and protocol
- Organize daily tasks for 17 service and repair technicians
- Schedule and maintain calendar for repairs, bids, and warranty calls
- Provide support to our vendors on day-to-day operations to make sure all warranty calls are being handled and processed correctly
- Manages 650+ accounts throughout San Diego County and Orange County
- In constant communication with our distributors to ensure our parts are in the correct PO
- Build and maintain relationships with vendors
- Directs the performance and efficiency of company’s personnel
- Certifies cost effective, efficient, and traceable movement of company products
- Oversees and implements labor rates/labor costs for San Diego Region
- Develop Marketing plans to create more business for the company
- Oversees monthly, quarterly, and yearly profit/loss Margins.
North America Service Manager
Nixon Inc.
10.2020 - 09.2021
- KPI focused on reporting daily, weekly, and monthly
- Experience with Customer Relationship Management (CRM), Work Order, Member and Support systems
- Global quality reporting for all Nixon Regions, EUR, AUS, Japan, and Hong Kong
- Managed Service Center move to companies’ new location
- Maintain a strong leadership role in large cross-functional groups to achieve project goals and deadlines
- This includes conducting all the team meetings, gate reviews, and off-line communications necessary for progress
- Provide On-boarding training and resources for all service technicians
- Management of the Custom & Engraving program throughout North America
- Project management with incoming engraving/custom watches
- Back fill for Customer Service Manager
- Responsible for day-to-day operations
- Cube and SQL reporting on weekly, monthly, quarterly, and fiscal year performances
- Inventory management of all three locations for all components
- Own the service and warranty customer experience by adhering to turnaround times and carrying out additional initiatives that will leave a great impression of the brand with Nixon consumers
- Ensure that customers receive prompt, courteous, and effective repair service experiences
- Work closely with the customer service team to make sure customer repair service needs are clearly communicated and met
- Set clear productivity goals and objectives for the department and strive to meet them
- Distribute tasks to department employees and assign work based on skills and efficiency
- Assure proper repair order flow to maximize productivity
- Maintain effective labor to productivity rates on a continuous basis
- Provide training to ensure technicians can easily and independently evaluate and repair watches
- Motivate, coach, and evaluate the performance of service department staff
- Monitor payroll records for service department staff
- Conduct weekly department meetings to discuss departmental successes and opportunities
- Establish KPIs and produce regular productivity reports to provide visibility on order completion times, productivity rates, product performance, and expenses
- Compile and report warranty activity to ensure product quality standards are met and service processes are following policies and procedures
- Manage watch spare parts inventory and develop internal processes necessary to maintain a high level of accuracy and effectiveness
- Remain current on new products and changes to existing products by establishing a close relationship with the Product department
- Link the global Nixon service network by establishing a channel of regular communication and collaboration
- Successfully execute special projects as needed
- Order and control costs of departmental tools needed for watch repairs
- Maintain a high level of Service Center cleanliness, equipment maintenance, and general appearance, while ensuring a safe working condition
- Enforce OSHA requirements, procedures, and regulations.
Service Manager/Operations Manager
Clear Expectations
02.2017 - 10.2020
- Oversees the performance of site and operational staff
- Sales rep for our Texas, Orange County, Inland Empire and San Diego County regions
- Main contact for employee concerns
- Send out estimates to 650+ clients for plumbing, heater, control panel, pool eq set ups etc., repairs
- Directs 20+ phone and in-person inquiries daily
- Manages payroll for 17 employees
- Direct contact for resolving any complaints from our clients
- Vast knowledge in all company procedures and protocols
- Manage and rearrange 40+ tasks or issues daily
- Organize daily tasks for 17 service and repair technicians
- Screen and review resumes as well as interview possible candidates for job openings
- Schedule and maintain calendar for repairs, bids, and warranty calls
- Provide support to executives on day-to-day operations to make sure all warranty calls are being handled and processed correctly
- Assists with keeping inventory of our warranty parts
- Manages 650+ accounts throughout San Diego County and Orange County
- Enter warranty claims into Fluidra warranty claim center
- In constant communication with our distributors to ensure our parts are in the correct PO
- Build and maintain relationships with vendors (Fluidra, Hayward and Pentair)
- Directs the performance and efficiency of company’s personnel
- Certifies cost effective, efficient, and traceable movement of company products
- Handle the screening process for potential employees, trains and oversee the training being done by the lead service technician
- Develops the price list for repairs in San Diego County
- Develop Marketing plans to create more business for the company
- Oversees monthly, quarterly, and yearly profit/loss Margins.
Education
Business Administration, Business Management, Intermediate Excel, Accounting, Business Communication, E-commerce marketing, Law and environmental Business, Logistics and Business Analysis, Logistics Application of Enterprise resource Planning System -
SaddleBack College
01.2020
Bachelor of Science: Business -
California State University San Marcos
01.2012
Skills
- Progress Monitoring
- Management Experience
- Workforce Planning
- Outstanding Prioritization Skills
- Employee Engagement
- Understanding of Finances
- Analyzing Problems
- Marketing Sales Expertise
- Staff Development
- Bilingual in Spanish
- Customer Retention
- Nav Dynamics ERP system
- Cross – Functional team collaboration
- Labor Cost Control
- Texada SalesLink
- Texada ServiceLink
- CAT Interact CRM software
- Employee Scheduling
- Communication
- 14 years of experience in the Service industry
- Project Planning/Management
- Organization and Time Management
- Client Account Management
Languages
Spanish
Professional
Timeline
Service Supervisor
Hawthorne CAT
11.2022 - Current
Service Manager/Operations Manager
Clear Expectations
09.2021 - 10.2022
North America Service Manager
Nixon Inc.
10.2020 - 09.2021
Service Manager/Operations Manager
Clear Expectations
02.2017 - 10.2020
Business Administration, Business Management, Intermediate Excel, Accounting, Business Communication, E-commerce marketing, Law and environmental Business, Logistics and Business Analysis, Logistics Application of Enterprise resource Planning System -
SaddleBack College
Bachelor of Science: Business -
California State University San Marcos