Jeremy Rowland
Newsoms,VA
Summary
Dynamic Service Manager with a proven track record at Parker Oil Company, excelling in customer service management and team leadership. Enhanced client satisfaction through effective conflict resolution and streamlined service processes, resulting in increased repeat business. Skilled in technical troubleshooting and committed to fostering a culture of continuous improvement within the team.
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Overview
15
15
years of professional experience
Work History
Service Manager
Parker Oil Company
04.2021 - 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.
- 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.
- 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.
- 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.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Spearheaded digital transformation initiative, introducing new software tools to improve service scheduling and customer communication.
Service Technician
Controlled Conditions Corp.
10.2020 - 04.2021
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
Service Technician
Southern States Cooperative
04.2010 - 10.2020
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
- Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
- Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Optimized performance of equipment through expert calibration processes tailored according to specific client requirements.
- Enhanced client retention through exceptional communication skills and a commitment to addressing concerns promptly.
- Streamlined processes for troubleshooting, resulting in faster resolution times and improved customer experiences.
- Evaluated systems according to predetermined checklist and noted issues.
- Established strong relationships with vendors, facilitating the procurement of high-quality parts at competitive prices.
- Managed inventory levels effectively by accurately recording usage data and proactively replenishing stock when needed.
- Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.
- Spearheaded project to standardize maintenance procedures, resulting in more consistent service outcomes.
- Delivered comprehensive service reports to clients, detailing maintenance work performed and recommendations for future care.
- Boosted customer satisfaction with prompt and efficient troubleshooting of equipment issues.
Education
General Studies
Windsor High School
Windsor, VA06-1994
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
- Trustworthy and honest
- Employee relations
- Workplace safety
- Documentation and reporting
- Crew leadership
- Office administration
- Employee supervision
- Service scheduling
- Operational efficiency
- Work Planning and Prioritization
- Staff management
- Estimating and quoting
- Technical troubleshooting
- Inventory management
- Continuous improvement
- Risk management
- Cost estimates
- Service and parts teams management
- Quality control
- Interpersonal relationships
- Project management
- Coaching and mentoring
- Technical support
- Staff training and development
- Analytical thinking
- Mechanical diagnostics
- Service order flow
- Data management
Timeline
Service Manager
Parker Oil Company
04.2021 - Current
Service Technician
Controlled Conditions Corp.
10.2020 - 04.2021
Service Technician
Southern States Cooperative
04.2010 - 10.2020
General Studies
Windsor High School
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