Summary
Overview
Work History
Education
Skills
Equipment Operator Skills
Affiliations
Timeline
Generic

Mark Baker

Summary

Innovative Field Service Manager with dedication to continuous process improvements. Results-oriented with history of achieving solid success through exceptional attention to detail. Known for strong leadership and mentoring skills.

Overview

16
16
years of professional experience

Work History

Field Service Manager

Ingersoll Rand
04.2021 - 01.2024
  • Enhanced customer satisfaction by promptly addressing and resolving service issues.
  • Streamlined field operations for improved efficiency and reduced response times.
  • Increased team productivity with effective scheduling and resource allocation.
  • Developed comprehensive training programs, ensuring optimal employee performance.
  • Collaborated with sales teams to identify new business opportunities and expand market reach.
  • Established strong relationships with clients, fostering long-term loyalty and repeat business.
  • Managed a team of technicians, providing support and guidance for professional development.
  • Optimized inventory management systems to reduce costs and eliminate waste.
  • Conducted regular performance evaluations, identifying areas for improvement and implementing corrective actions as needed.
  • Led team in achieving revenue targets through upselling services and expanding client base.
  • Negotiated contracts with vendors, securing favorable terms that reduced overall operational expenses.
  • Improved safety records through rigorous enforcement of industry regulations and best practices.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Service Manager / Service sales

EVAPAR
01.2015 - 01.2023
  • Managed a 33 county territory in Northern IN, and Northwest OH, scheduling all service, repair, commissioning, and emergency calls
  • Manage, Mentor and Support of 5 field Service technicians
  • Preparing and presenting repair service quotes
  • Service contract renewal, and invoice follow up
  • Existing and new customer calls, maintain current customer base, and new customer calls
  • Site inspections of new customers
  • Dispatch of rental and delivery service
  • Monthly and weekly department meetings
  • Quarterly companywide video meetings
  • Maintain customer database, and work order spreadsheet
  • All phone call, and email follow up with customers before, and after service work is done.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Met with customers to discuss service needs and offer available solutions.

Aftermarket / Service Sales

EVAPAR
01.2008 - 01.2021
  • B2B Service sales calls covering 23 counties in IN, and 10 in OH
  • Cold call prospecting of Municipalities, Manufacturing, Health Care, Fire & Police
  • Develop and maintain relationships with potential client base
  • Maintain and build new relationships with Electrical Contractors, General Contractors, and Mechanical Contractor's involved in New Generator sales, and installation
  • Participated in Local water Alliance trade show conducting a sales booth, and training classes
  • Delivered excellent after-sales support, following up with customers regarding their purchases to ensure satisfaction and address any concerns proactively.
  • Developed strong rapport with customers, fostering loyalty and repeat business through attentive service.
  • Conducted Industry Trade show booths
  • Currently teach a 5 hour yearly Basic Generator training class to Water & wastewater workers
  • Provide customer tech, and service support.
  • Utilized strong organizational skills to maintain a clean and welcoming store environment that enhanced the overall shopping experience for customers.

FIELD SERVICE TECHNICIAN / SERVICE MANAGER / AFTERMARKET B2B SALES

EVAPAR
10.2008 - 07.2015
  • Field Service Technician performing service, emergency calls, rental hookup, new unit commissioning, customer training and Tech Support
  • Parts inventory, product orders, and customer deliveries
  • Mentor and training of new hires after 2012.
  • Improved equipment uptime by conducting regular preventive maintenance and timely repairs.
  • Streamlined service processes, documenting repair procedures and creating comprehensive reports for each job completed.

Education

Accounting

Ancilla Domini College
01.1986

CULVER COMMUITY HIGH SCHOOL
01.1979

Skills

  • 9 Years Managing Service Operations
  • Team Leadership
  • Payroll Management
  • Staff Management
  • Scheduling and Coordinating
  • Creating Estimates
  • Customer service
  • Business Development
  • Customer Relationship Management
  • MS Office
  • Professional and Courteous
  • Decision-Making

Equipment Operator Skills

  • Skid Steer
  • Forklift up to 20,000LB.
  • Mini Excavator
  • Compactor
  • Telle Handler
  • Mini crane
  • Concrete Saw
  • Air Jack hammer
  • Portable air compressor
  • Portable generator connect & Operate
  • Floor scrapers
  • Sanders
  • Buffing equipment
  • Pipe threaders
  • Welders
  • All hand tools

Affiliations

  • Indiana Freemason
  • Mizpah Shrine Association

Timeline

Field Service Manager

Ingersoll Rand
04.2021 - 01.2024

Service Manager / Service sales

EVAPAR
01.2015 - 01.2023

FIELD SERVICE TECHNICIAN / SERVICE MANAGER / AFTERMARKET B2B SALES

EVAPAR
10.2008 - 07.2015

Aftermarket / Service Sales

EVAPAR
01.2008 - 01.2021

Accounting

Ancilla Domini College

CULVER COMMUITY HIGH SCHOOL

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Mark Baker