Joshua Smith
Holyoke,Massachusetts
Summary
Flexible hard worker ready to learn and contribute to team success. Goal-driven Service Manager offering over 24 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes callbacks. Communicative and team player oriented with skills in coaching and task delegation. Multi-talented Service Manager successful at handling customer issues quickly. Demonstrated record of developing successful corporate-wide policies to promote customer engagement and reduce issues. Bringing 14 years of progressive experience. Methodical Service Manager offering 12 years of experience tracking inventory, processing new orders and appropriately delegating tasks. Thorough and customer-oriented professional focused on providing customized service to customers and facilitating highest quality of support.
Overview
23
23
years of professional experience
Work History
Service Manager
Berkshire Heating And Air Conditioning
West Springfield, Massachusetts
05.2013 - Current
- Managed inventory levels of parts necessary for servicing customers' needs.
- Resolved customer complaints in a timely manner.
- Conducted performance reviews and provided constructive feedback to staff members.
- Ensured compliance with applicable laws and regulations related to services provided.
- Created standard operating procedures for all service functions.
- Trained new employees on the use of customer relationship management software systems.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Analyzed existing processes for potential cost savings initiatives.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Resolved customer complaints quickly and effectively.
Lead Technician
Service Experts
West Springfield, Massachusetts
06.2011 - 05.2013
- Ensured that all systems were compliant with industry standards and regulations.
- Maintained up-to-date knowledge of current technology trends.
- Analyzed customer requirements to determine appropriate solutions.
- Documented processes for future reference by team members.
- Conducted system maintenance, including troubleshooting, repairs, upgrades, and installations.
- Provided technical support to customers and staff on a variety of hardware and software issues.
- Assisted junior technicians in resolving complex technical problems.
Student
porter and chester
Chicopee, Massachusetts
05.2010 - 05.2011
Oil Burner Technician
O'Connell Oil Associates
Northampton, Massachusetts
09.2005 - 03.2010
- Replaced worn out parts in order to keep the system running efficiently.
- Performed maintenance on combustion air fans, fuel pumps, burners and other components of the system.
- Checked that all components were installed correctly during installation process.
- Monitored the performance of boilers to identify potential problems before they occurred.
- Cleaned, repaired or replaced defective parts as needed.
- Tested safety controls such as pressure switches, thermostats, limit switches and gas valves.
- Adjusted flame size and shape in accordance with manufacturer specifications.
- Responded quickly to emergency service calls when required.
Apprentice Plumber
Gingras plumbing and heating
Feeding Hills, Massachusetts
09.2001 - 09.2005
- Cleaned up job sites at the end of each shift to ensure a safe working environment for others.
- Performed minor repairs on appliances such as dishwashers and garbage disposals.
- Installed and maintained plumbing systems in accordance with local building codes.
- Assisted journeyman plumbers in performing repairs and maintenance on pipes, fixtures, and other plumbing equipment.
- Completed routine maintenance tasks such as flushing out drains or checking boiler levels.
- Removed waste material from work sites after completing projects safely.
- Communicated effectively with customers regarding their needs and expectations.
Education
Hvac program certificate - HVAC Installation And Repair
Porter And Chester Institute - Chicopee
Chicopee, MA05-2011
High School Diploma -
Holyoke Catholic High School
Holyoke, MA05-1992
Skills
- Staff Supervision
- Service Documentation
- Policy and Procedure Enforcement
- Inventory Management
- Relationship Building
- Service Quality Management
- New Employee Hiring
- Workplace Safety
- Culture development
- Supply procurement
- Project Planning
- Customer Service
- Conflict Resolution
- Employee Training and Development
- Outgoing and Energetic
- Problem-Solving
- Technical Troubleshooting
- Process Implementation
Timeline
Service Manager
Berkshire Heating And Air Conditioning
05.2013 - Current
Lead Technician
Service Experts
06.2011 - 05.2013
Student
porter and chester
05.2010 - 05.2011
Oil Burner Technician
O'Connell Oil Associates
09.2005 - 03.2010
Apprentice Plumber
Gingras plumbing and heating
09.2001 - 09.2005
Hvac program certificate - HVAC Installation And Repair
Porter And Chester Institute - Chicopee
High School Diploma -
Holyoke Catholic High School