Kevin Fitzgerald
Newton,NH
Summary
Resume Objective:
Service Manager with over 20 years of hands-on experience in the plumbing and HVAC industry, including expertise in troubleshooting, heating and air conditioning systems, City Multi units, mini splits, and boilers. Skilled at mentoring technicians, improving service operations, and ensuring jobs are completed efficiently and to the highest standard. Focused on delivering consistent results, supporting team success, and maintaining strong customer satisfaction.
Overview
21
21
years of professional experience
5
5
Certification
Work History
Service Technician
Simmons Plumbing and HVAC
10.2004 - 12.2006
Service Manager
Caswell Mechanical
06.2007 - Current
- Supported daily operations by coordinating service appointments and managing customer inquiries.
- Assisted in maintaining service records using internal management systems for accuracy and organization.
- Collaborated with team members to streamline service processes and improve response times.
- Engaged with customers to gather feedback, enhancing overall service quality and satisfaction.
- Observed experienced staff to understand best practices for efficient service delivery and problem resolution.
- Organized training materials for new hires, fostering an understanding of company policies and procedures.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
Education
Hvac
Rets Technical
Boston, MASkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Reliable and responsible
- Employee training and development
- Service scheduling
- Technical troubleshooting
- Estimating and quoting
- Technical support
- Preventive Maintenance
- Mechanical diagnostics
Certification
NH Gas Fitter Ma Journeyman Plumber
MA Journeyman sheet metal ME Journeyman plumber and EPA type 2 and 3
Timeline
Service Manager
Caswell Mechanical
06.2007 - Current
Service Technician
Simmons Plumbing and HVAC
10.2004 - 12.2006
Hvac
Rets Technical
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