Open To Work
Kenneth Downs
Goodlettsville,TN
Summary
Proven Senior Technical Service Manager with expertise in operational efficiency, customer relationship management, and technical support. Committed to enhancing service delivery and implementing effective solutions.
Overview
26
26
years of professional experience
Work History
Senior Technical Service Manager
Alliant Chemical Company LLC.
Indianapolis
07.2025 - Current
- Managed technical service inquiries for clients across multiple industries.
- Coordinated product training sessions for internal staff and external customers.
- Developed troubleshooting guides to streamline support processes for clients.
- Collaborated with the sales team to identify customer needs and solutions.
- Documented service requests and resolutions in the company database system.
- Supported quality assurance efforts by conducting routine equipment checks.
- Identified cost-saving opportunities by enhancing operational efficiency.
- Developed training materials and delivered employee training on customer service protocols.
- Developed processes for customer service operations to ensure consistency in customer service delivery.
- Provided technical support and troubleshooting for customers via telephone, email, and remote access.
- Resolved escalated customer issues, focusing on swift and effective resolutions.
- Identified opportunities for process improvements within the department and implemented changes accordingly.
- Performed root cause analysis on complex technical problems to determine solutions.
- Coached staff members on best practices related to customer service interactions.
- Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs.
- Established and maintained strong client relationships through exceptional problem-solving and technical support.
- Conducted in-depth technical needs assessments for clients to identify critical technical requirements and solutions.
- Negotiated with vendors to procure high-quality technical resources and services at competitive prices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Proposed or approved modifications to project plans.
Sales Representative
Chem Aqua
Dallas
04.2024 - 07.2025
- Engaged customers to identify specific water treatment needs, enhancing customer satisfaction.
- Demonstrated product features and benefits to potential clients.
- Collaborated with team members to develop sales strategies.
- Managed customer accounts and maintained updated records.
- Provided technical support for water treatment applications.
- Participated in training sessions on new product offerings.
- Prepared sales presentations tailored to client requirements.
- Cultivated key customer relationships, driving increased sales and loyalty.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Generated new sales leads through cold calling and networking activities.
- Maintained accurate records of all sales and prospecting activities.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Performed regular follow-ups with prospects to close deals in a timely manner.
- Negotiated pricing contracts with customers to maximize profits.
- Created detailed reports on daily, weekly, and monthly sales activity.
- Reviewed monthly performance against targets set by management team.
- Researched competitors' products, prices, and sales techniques.
- Identified opportunities for cross-selling additional products and services.
- Organized client visits, presentations, product demonstrations and trade shows.
- Managed inventory levels by ordering sufficient stock for each account.
- Coordinated with other departments to ensure timely delivery of orders.
- Negotiated deals and handled complaints or objections.
- Set up meetings with potential clients and listened to their wishes and concerns.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Greeted and assisted customers to foster positive experiences.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
Senior Technical Service Representative
Xylem Inc.
Sarasota
12.2022 - 04.2024
- Provided technical support for water and wastewater treatment solutions.
- Collaborated with customers to troubleshoot and resolve equipment malfunctions, enhancing operational efficiency.
- Delivered product training sessions to enhance customer understanding.
- Documented service calls and resolutions in management system to streamline information retrieval and improve service response.
- Assisted in developing maintenance procedures for various systems.
- Coordinated spare parts logistics to ensure timely repairs.
- Maintained up-to-date knowledge of industry trends and technologies.
- Provided technical support to customers via phone, email and remote access tools.
- Performed troubleshooting on complex hardware and software systems to identify root cause of problems.
- Maintained accurate records of customer interactions in CRM system to support effective follow-up and service continuity.
- Escalated unresolved issues to appropriate departments for further investigation.
- Maintained detailed records of customer interactions and problem resolutions.
- Analyzed customer feedback to identify areas of improvement in product design and development processes.
- Managed multiple projects simultaneously while maintaining high quality standards.
- Monitored system performance metrics such as availability, reliability, latency, throughputs to ensure optimal operations.
- Reviewed customer feedback to identify areas for improvement in service delivery.
- Resolved customer inquiries in a timely manner by providing accurate information about products and services.
- Guided customers through hardware and software installation and configuration processes.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Listened to customer needs to identify and recommend best products and services.
- Increased repeat business using great customer service, problem-solving and conflict resolution skills.
- Networked to build client base and promote products to new and existing clients.
- Made recommendations to customers to promote brand effectiveness and product benefits.
- Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
Maintenance Manager
Stratas Foods LLC
Nashville
08.2021 - 12.2022
- Oversaw daily maintenance operations for food production facilities.
- Coordinated preventive maintenance schedules to ensure equipment reliability.
- Streamlined inventory management of maintenance supplies and tools to support operational readiness.
- Trained staff on safety protocols and equipment handling guidelines.
- Applied maintenance best practices to improve operational performance and minimize equipment downtime.
- Executed inspections and troubleshooting of machinery and systems to ensure reliability and safety.
- Collaborated with production teams to minimize downtime during repairs.
- Developed standard operating procedures for maintenance tasks and checks.
- Maintained records of repairs, service requests, costs.
- Inspected buildings, grounds and equipment regularly for safety hazards or breakdowns.
- Maintained equipment performance by cleaning and lubricating components.
- Scheduled routine inspections of all areas within facility premises.
- Coordinated with vendors to purchase replacement parts.
- Monitored the performance of all equipment to ensure proper functioning.
- Diagnosed and repaired mechanical issues according to industry standards.
- Supervised preventive maintenance projects, employee tasks and performance and adherence to safety standards.
- Performed troubleshooting on malfunctioning systems when necessary.
- Managed the maintenance staff and their daily activities.
- Supervised installation, repair and upkeep of machinery and mechanical equipment.
- Ensured compliance with safety regulations and standards.
- Assigned duties to workers according to their skillsets.
- Managed team of employees, daily progress reports and overall project planning.
- Organized work orders, assigned tasks to staff members and tracked progress of repairs and maintenance projects.
- Evaluated finished work orders to confirm adherence to quality control standards.
- Established a system to track inventory of spare parts, tools and supplies.
- Provided technical support in case of system malfunctions or breakdowns.
- Reviewed blueprints and manuals to repair and restore optimal functionality.
- Delegated daily tasks to employees to manage resources and meet deadlines.
- Prepared reports detailing the status of all jobs being handled by the department.
- Conducted regular training sessions for maintenance personnel on safety protocols and best practices.
- Analyzed customer feedback about services provided by the department.
- Resolved conflicts among employees in the maintenance department.
- Drafted budgets for maintenance operations and monitored expenditures.
- Planned incentive programs to maximize employee performance.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed completed work to verify consistency, quality, and conformance.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Assigned work and monitored performance of project personnel.
- Proposed or approved modifications to project plans.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Implemented quality control measures to uphold company standards.
- Analyzed business performance data and forecasted business results for upper management.
- Evaluated individual and team business performance and identified opportunities for improvement.
Porcelain Powder Technicain
SSW Advanced Technologies
Madison
10.2020 - 08.2021
- Operated machinery to assemble and test advanced technology products.
- Conducted routine maintenance on equipment to ensure optimal performance.
- Collaborated with team members to troubleshoot and resolve technical issues, improving overall team efficiency.
- Documented processes and maintained accurate records for compliance purposes.
- Implemented quality control measures, resulting in enhanced product reliability and safety standards.
- Replaced defective components or parts promptly.
- Performed troubleshooting and repair of equipment in accordance with manufacturer specifications.
- Utilized a variety of hand tools including soldering irons, screwdrivers, pliers, cutters, wire strippers and crimpers.
- Managed quality control and maintained high level of customer satisfaction.
- Followed safety practices to safeguard against injury and damage to property.
- Conducted preventive maintenance procedures according to established schedules.
- Tested and calibrated instruments to ensure accuracy and reliability of data.
- Installed new components or replaced defective parts to restore functionality.
- Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.
- Maintained detailed records of parts and equipment for inventory management.
- Coordinated repair and maintenance plans with co-workers and supervisors ahead of scheduled projects.
- Disassembled dysfunctional machinery for root cause analysis, facilitating timely and effective repairs.
Field Application Engineer
BASF Chemetall
Goodlettsville
07.2000 - 04.2019
- Guided customers in selecting optimal chemical products for specific applications, enhancing user satisfaction.
- Provided technical training to clients on product usage and safety protocols.
- Collaborated with sales teams to identify customer needs and develop solutions.
- Conducted on-site demonstrations of chemical applications and equipment functionality.
- Troubleshot product issues and provided timely resolutions to customer concerns.
- Developed technical documentation and user manuals for new product releases.
- Maintained strong relationships with clients to ensure satisfaction and retention.
- Participated in industry events to showcase BASF Chemetall innovations and services.
- Provided post-sales technical support including problem diagnosis and resolution.
- Assisted with the design, development, testing, debugging, and evaluation of new products or modifications to existing designs.
- Created detailed reports on product performance in the field.
- Managed projects from concept through completion ensuring quality standards are met.
- Developed strategies for expanding market share in designated territories.
- Worked with engineering teams to define system specifications for tailored applications, ensuring alignment with customer needs.
- Interfaced with other departments to ensure successful implementation of new products and technologies.
- Executed hardware and software installations at customer sites.
- Researched and resolved customer inquiries regarding product functionality and usage issues.
- Prepared technical documentation including user manuals, application notes, white papers.
- Researched competitive offerings to pinpoint areas for product enhancements, contributing to strategic development initiatives.
- Performed on-site demonstrations of products and services to potential customers.
- Provided technical guidance and mentorship to junior engineers as required.
- Analyzed customer requirements and provided solutions that meet their needs.
- Assessed customer environment and identified additional service opportunities.
- Identified areas for improvement in existing products based on customer feedback.
- Attended industry trade shows and conferences to stay abreast of current trends and technologies.
- Worked closely with sales team to provide pre-sales technical assistance during presentations.
- Engaged in continuous learning to stay updated with new technologies and programming techniques.
- Identified, debugged, and fixed system bottlenecks and problems.
- Assessed and addressed application scalability issues to support user growth.
- Employed Agile methodologies to manage project timelines and deliverables efficiently.
- Designed, developed, and implemented scalable applications to meet business requirements.
- Adapted applications for various platforms, including mobile, desktop, and web.
- Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
- Offered technical and non-technical support and services to clients and staff regarding product use, operation and maintenance.
- Discussed equipment needs with customers and engineers to determine system requirements.
- Drafted, presented and responded to proposals for specific customer requirements with industry-specific solutions.
- Created sales or service contracts for customer review and acceptance.
- Diagnosed and addressed problems with installed equipment.
- Prepared sales engineering reports by collecting, analyzing and summarizing sales information and application trends.
- Assisted account executives with prospect evaluation and qualification.
Education
Associate of Applied Science - Hazardous Materials, EH&S
Ohio University
Athens, OH05-1998
Skills
- Technical support
- Client relations
- Troubleshooting processes
- Equipment maintenance
- Product training
- Needs assessment
- Process improvement
- Project management
- Team collaboration
- Conflict management
- Problem solving
- Time management
- Vendor negotiation
- Safety compliance
- Cross-functional team coordination
- Technical leadership
- Incident management
- Application support
- Technical consulting
- Test automation
- Issue resolution/troubleshooting
- Machine learning
- Mobile application development
- Business process analysis
- Public speaking
- Data analysis
- Cost estimates
- Best practice design
- Technical solutions
- Project planning
- Client relationship building
- User training
- Quality assurance testing
- Interdepartmental contact
- Requirements gathering
- Business analysis
- Technical staffing
- Customer proposals
- Presentation development
- Technical support
- Internal communications
- Sales solutions
- Strategic planning
- Performance metrics
- Process automation
- Technical performance monitoring
- Administration and reporting
- Reporting documentation
- Team building
- Team development
Affiliations
Head Trustee at Bethel Baptist Church, , Director of White House Soccer League, coaching youth sports
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$45000/yr - $200000/yrTimeline
Senior Technical Service Manager
Alliant Chemical Company LLC.
07.2025 - Current
Sales Representative
Chem Aqua
04.2024 - 07.2025
Senior Technical Service Representative
Xylem Inc.
12.2022 - 04.2024
Maintenance Manager
Stratas Foods LLC
08.2021 - 12.2022
Porcelain Powder Technicain
SSW Advanced Technologies
10.2020 - 08.2021
Field Application Engineer
BASF Chemetall
07.2000 - 04.2019
Associate of Applied Science - Hazardous Materials, EH&S
Ohio University