John DePhillip
Huntingtown,MD
Summary
As a multi-talented manager, I have had the privilege of serving as a Service Repair Manager for six years. During this time, I have successfully led a team of eleven service teams in overseeing all billable and non-billable projects, as well as scheduling annual elevator inspections. My previous role as a Regional Maintenance Supervisor for eleven years has given me the experience needed to manage various geographical areas and two Locals for the company.
My results-oriented mindset has allowed me to handle both Maintenance and Service department duties, making effective policy decisions that have positively impacted the company's objectives. My ability to multitask and manage time has enabled me to handle multiple projects while ensuring customer satisfaction and adhering to company goals.
Collaboration is key, and I have a proven ability to work with other company departments to effectively and correctly plan and complete projects. As a dedicated employee, I am committed to cultivating a positive work environment while maintaining the company's brand name. I am always exploring new ways to help the company grow and build upon its successes.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Service Manager
Elevator Control Service
Upper Marlboro , MD
06.2017 - Current
- Resolve customer complaints in a timely manner.
- Develop and maintain relationships with customers, vendors, and suppliers.
- Manage service teams to ensure customer satisfaction and meeting company expectations.
- Prioritize and delegate daily work tasks to meet anticipated project goals.
- Conduct regular team meetings to discuss customer feedback, company objectives, and areas of improvement.
- Consult with customers to offer solutions to service needs.
- Create and/or assist with written proposals or recommendations for repair projects and obtain customer consent to proceed.
- Create field personnel work schedules to keep shifts properly staffed.
- Assist other departments to complete various duties during peak periods or employee absences.
- Monitor to customer service standards to foster satisfaction and retention.
- Coordinate with other departments within the organization to ensure on-time completion of service repairs.
- Review customer billing statements for accuracy and conformance with Sales and Accounting department prior to release.
- Guide field employees on operational changes and safety protocols from management.
- Resolve customer inquiries and complaints requiring management-level escalation.
- Interview prospective employees and provide input to HR on hiring decisions.
- Organize team activities to build camaraderie and foster pleasant workplace culture.
Regional Supervisor / Quality Control Officer
Elevator Control Service
Upper Marlboro , MD
08.2006 - 06.2017
- Monitored monthly PM requirements of field personnel, including assigning tasks and customer follow-ups.
- Conducted regular performance reviews with each assigned Route Technician in my Region.
- Evaluated requests from customers for additional services or products offered by our company.
- Ensured that customer requests, monthly PM's and Inspection Report deficiency's were handled efficiently and effectively by the area field technicians.
- Analyzed maintenance tickets and Inspection Reports to identify opportunities for improving support to field personnel and customer satisfaction.
- Reported concerns and recommendations from clients and employees to senior management.
- Coordinated with other supervisors, combining group efforts to achieve company goals, customer satisfaction, and resolve any Code compliant issues discovered.
- Assisted with research of parts needed for field personnel, special projects, and cost analyst for billable repairs.
- Assisted with Route structuring with Operations Manager and other Regional Supervisors.
IUEC Apprentice / Mechanic
Elevator Control Service
Upper Marlboro , MD
08.2001 - 08.2006
- As Service Repair apprentice, I assisted my team mechanic with completing planned projects in the field.
- Ensured that all tools were in good condition before use, and organized service vehicle as per my mechanics direction.
- Pursued every available opportunity to learn service repair processes, maintenance tasks, and safety procedures.
- As an IUEC Mechanic developed skills to work independently to provide monthly maintenance tasks and repairs, and professional customer interactions.
IUEC Apprentice
TK / Schindler
Washington , DC
06.2000 - 08.2001
- Observed and assisted experienced IUEC construction mechanic duties in order to gain hands-on knowledge of elevator installations.
- Operated hand and power tools and elevator equipment to assist in completion of new installations.
- Maintained organization, cleanliness and safety in work areas.
- Developed and maintained effective working relationships with other apprentices, mechanics, other tradesmen, and suppliers.
- Embraced ongoing education and learning opportunities through the Apprenticeship program and field training to develop new skills.
Truck Driver
Mohawk Industries
Glen Burnie , MD
05.1998 - 06.2000
- Checked vehicle for mechanical items and safety issues, maintained logs of working hours, monitored the vehicle's performance, and recorded any incidents.
- Inspected truck for defects and safe operating condition before, during and after trips.
- Ensured deliveries were on time by following designated routes and adhering to traffic laws.
- Loaded and unloaded cargo using forklifts or other material handling equipment.
- Established relationships with customers through use of interpersonal, active listening and inquiry response skills.
- Delivered customer orders to homes and places of business within established time frames.
- Utilized pallet jacks and forklifts to load and unload materials off trucks.
Truck Driver
NFC Industries
Upper Marlboro , MD
03.1991 - 04.1998
- Transported goods to and from specified destinations in accordance with delivery schedules.
- Inspected truck before and after trips, ensuring all safety regulations were followed.
- Maintained records such as vehicle logs, records of cargo, or billing statements in accordance with regulations.
- Loaded and unloaded cargo using forklifts or other material handling equipment.
- Utilized pallet jacks and forklifts to load and unload materials off trucks.
- Completed transfers at hubs and final destinations to keep routes on schedule.
- Contributed ideas for improving operational efficiency during team meetings or one-on-one conversations with supervisors.
- Assisted Dispatch Supervisor with logistics to communicate route and schedule changes for other drivers and delivery areas.
Field Technician
AT&T
College Park , MD
07.1989 - 03.1993
- Assisted in performing upgrades to existing communication infrastructure.
- Measured, cut, spliced, and installed wires and cables.
- Assisted with cabling plans and ran conduit and wiring through buildings to desired locations.
- Assisted and tested fiber optic cables for connectivity issues.
- Attended training sessions on how to use new communication platforms.
- Coordinated with vendors on the operation of new hardware components.
Education
Elevator Inspector - Vertical Relocation Code Compliance
QEITF
Columbia, MD03-2006
Elevator Mechanic - Vertical Relocation Equipment
NEIEP
Lanham, MD09-2004
High School Diploma -
Suitland High School
Forestville, MD06-1989
Course Certificate - Carpentry
Vocational Education
Forestville, MD06-1989
Skills
- Project Planning and Schedule Management
- Multiple Repair Projects Prioritization
- Staff Supervision and Management
- Estimating and Quoting Repair Projects
- Customer Service Management
- Employee Relations
- Team Collaboration and Leadership
- Problem-Solving
- Trustworthy and Honest
- Critical Thinking
- Multitasking and Organization
- Reliable and Responsible
- Goal-Oriented
- Flexible Schedule
Certification
- IUEC trained elevator mechanic
- QEI certified Elevator Inspector
Timeline
Service Manager
Elevator Control Service
06.2017 - Current
Regional Supervisor / Quality Control Officer
Elevator Control Service
08.2006 - 06.2017
IUEC Apprentice / Mechanic
Elevator Control Service
08.2001 - 08.2006
IUEC Apprentice
TK / Schindler
06.2000 - 08.2001
Truck Driver
Mohawk Industries
05.1998 - 06.2000
Truck Driver
NFC Industries
03.1991 - 04.1998
Field Technician
AT&T
07.1989 - 03.1993
Elevator Inspector - Vertical Relocation Code Compliance
QEITF
Elevator Mechanic - Vertical Relocation Equipment
NEIEP
High School Diploma -
Suitland High School
Course Certificate - Carpentry
Vocational Education
- IUEC trained elevator mechanic
- QEI certified Elevator Inspector
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