Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mac Friday

Clanton

Summary

Accomplished Service Manager with expertise in customer service management and technical troubleshooting at R&M Equipment. Enhanced operational efficiency by 30% through strategic workflow management and team leadership. Proven ability to resolve conflicts and build strong relationships, ensuring high-quality service delivery and customer satisfaction. Skilled in employee training and development.

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.

Highly motivated Service Manager with 30 years of Truck and Equipment experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

10
10
years of professional experience

Work History

Service Manager

R&M Equipment
04.2025 - 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.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
  • Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.

Service Advisor Field Service

Thompson Tractor Company
05.2023 - 04.2025
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
  • Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Sought ways to improve processes and services provided.

Service Advisor Truck Shop

Thompson Tractor Company
08.2018 - 05.2023
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
  • Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Streamlined appointment scheduling for improved efficiency and increased daily appointments.
  • Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
  • Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Trained new personnel regarding company operations, policies and services.
  • Responded proactively and positively to rapid change.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Trained staff on operating procedures and company services.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Sought ways to improve processes and services provided.

Service Technician

Andrews Truck Repair
08.2015 - 08.2018
  • 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.
  • Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
  • 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.
  • Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
  • 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.
  • Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.
  • Ensured optimal operation of machinery by conducting regular maintenance checks and repairs, significantly reducing downtime.
  • Reduced equipment failures, conducting preemptive diagnostics and immediate rectifications.
  • Delivered comprehensive service reports to clients, detailing maintenance work performed and recommendations for future care.
  • Improved operational efficiency, meticulously documenting all service activities for future reference.
  • Diagnosed and repaired problems with electrical and mechanical systems.
  • Tested systems, noting issues and completing preventive maintenance.
  • Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
  • Demonstrated to customers proper methods for operating equipment after it had been installed.
  • Worked with diverse types of weather and ground conditions.
  • Inspected, evaluated and calibrated electrical and mechanical systems and components.
  • Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
  • Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.

Education

Chilton County High School
Clanton, AL

No Degree - Diesel Technology

JP Tech
Montgomery, AL
09-1995

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
  • Team collaboration and leadership
  • Trustworthy and honest
  • Quality assurance
  • Workplace safety
  • Documentation and reporting
  • Employee supervision
  • Service scheduling
  • Operational efficiency
  • Work Planning and Prioritization
  • New employee hiring
  • Policy and procedure enforcement
  • Service documentation
  • Staff management
  • Service quality management
  • Technical troubleshooting
  • Estimating and quoting
  • Continuous improvement
  • Inventory management
  • Cost estimates
  • Service and parts teams management
  • Interpersonal relationships
  • Technical support
  • Preventive Maintenance
  • Relationship building
  • Analytical thinking
  • Mechanical diagnostics
  • Shift scheduling
  • Service order flow
  • Supply ordering
  • Budget control
  • Upselling
  • Task delegation
  • Maintenance planning
  • Resource allocation
  • Verbal and written communication

Timeline

Service Manager

R&M Equipment
04.2025 - Current

Service Advisor Field Service

Thompson Tractor Company
05.2023 - 04.2025

Service Advisor Truck Shop

Thompson Tractor Company
08.2018 - 05.2023

Service Technician

Andrews Truck Repair
08.2015 - 08.2018

Chilton County High School

No Degree - Diesel Technology

JP Tech

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