Malcolm Cail
Franklin,North Carolina
Summary
Dynamic Service Technician with extensive experience in construction industry recognized for enhancing customer satisfaction through exceptional troubleshooting and communication skills. Proven ability in installation and repair, coupled with a strong mechanical aptitude, consistently delivering high-quality service and fostering long-term client relationships. Committed to continuous improvement and operational excellence.
Overview
2026
2026
years of professional experience
Work History
Service Technician
Ward Plumbing & Heating
- 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.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
Service Technician
Climatech Heating & Cooling
- Upgraded systems to latest technologies, ensuring clients' equipment operated at peak efficiency.
- Streamlined inventory management for parts and supplies, maintaining optimal stock levels to prevent project delays.
- Enhanced client trust, providing transparent and easy-to-understand explanations of technical issues and solutions.
- Achieved high client retention rates by providing exceptional service and follow-up on all installations and repairs.
Owner Handyman Service
Handy By Nature
01.2025 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Consulted with customers to assess needs and propose optimal solutions.
Assistant Manager/ Counter Sales
NAPA Auto Parts - Genuine Parts
03.2000 - 06.2003
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Consulted with customers to assess needs and propose optimal solutions.
Service Manager
All Service Heating and Cooling
07.2020 - 01.2025
- 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.
- Developed and maintained positive relationships with customers to build rapport and trust.
- 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.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
Service Manager
Andrews and Auld Heating and Air Plumbing and Elec
03.2016 - 09.2018
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
Service Technician
Airtherm
03.2010 - 07.2016
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
- Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Optimized performance of equipment through expert calibration processes tailored according to specific client requirements.
- Evaluated systems according to predetermined checklist and noted issues.
- Established strong relationships with vendors, facilitating the procurement of high-quality parts at competitive prices.
- Conducted detailed inspections of equipment to identify potential issues, preventing costly future repairs.
Service Technician
Courtesy Services
04.2008 - 11.2010
- Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.
- Customized training sessions for junior technicians, elevating overall team competency and service quality.
- Improved operational efficiency, meticulously documenting all service activities for future reference.
- Reduced equipment failures, conducting preemptive diagnostics and immediate rectifications.
- Delivered comprehensive service reports to clients, detailing maintenance work performed and recommendations for future care.
- Minimized return service calls, ensuring thorough and accurate service on first visit.
- Ensured optimal operation of machinery by conducting regular maintenance checks and repairs, significantly reducing downtime.
Service Technician
Westberry Heating and Air
03.2001 - 06.2007
- Enhanced client retention through exceptional communication skills and a commitment to addressing concerns promptly.
- Streamlined processes for troubleshooting, resulting in faster resolution times and improved customer experiences.
- Managed inventory levels effectively by accurately recording usage data and proactively replenishing stock when needed.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- 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.
Education
GED - All
Windsor Forest High School
Savannah, GA1995
Skills
- Installation and repair
- Attention to detail
- Preventive Maintenance
- Customer service
- Work with minimal supervision
- Valid Driver's license
- Punctual and reliable
- Troubleshooting skills
- Flexible and adaptable
- Problem and issue resolution
- Power tool proficiency
- Repair techniques
- Documentation and reporting
- Equipment troubleshooting
- OSHA requirements
- Diagnostic testing
- Professional and courteous
- Heavy lifting
- Service reports
- Mechanical aptitude
- Quality assurance
- Hand tool expertise
- System installation
- Equipment inspection
- Analytical thinking
- Diagnostics expertise
- Time tracking
- Customer relationship management
- Inventory management
- Operating test equipment
- Electrical systems
- HVAC systems
- Troubleshooting
- Testing and evaluation
- Scheduling and coordination
- Diagnostics skill
- Project management
- Technical support
- Work documentation
Timeline
Owner Handyman Service
Handy By Nature
01.2025 - Current
Service Manager
All Service Heating and Cooling
07.2020 - 01.2025
Service Manager
Andrews and Auld Heating and Air Plumbing and Elec
03.2016 - 09.2018
Service Technician
Airtherm
03.2010 - 07.2016
Service Technician
Courtesy Services
04.2008 - 11.2010
Service Technician
Westberry Heating and Air
03.2001 - 06.2007
Assistant Manager/ Counter Sales
NAPA Auto Parts - Genuine Parts
03.2000 - 06.2003
Service Technician
Ward Plumbing & Heating
Service Technician
Climatech Heating & Cooling
GED - All
Windsor Forest High School
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