Matt Caylor
Stanfield,United States
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Invested to contribute to team success and achieve positive results. Excited to tackle new challenges within the Organization whether it be hands on or behind the scenes to deliver impactful solutions and enhance the organizations performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Servcie Technician
McClintock Heating Cooling & Electrical
03.2023 - Current
- Deescalated high problem/high risk/frantic/unsatisfied/hard to please customers to maintain high level of integrity and leave the customer happy with the service and recommend and repeat businees
- Rode along with new hires to attempt to weed out potential threats to the companies integrity and insure their knowledge of the craft and current operating software are up to par.
- Taught new hires the correct way the company would like maintenance/service calls to be run
- Helped promote, give insight, and receive 5 star reviews to meet goal
- Worked with Mgmt to help integrate new software changes smoothly in and out of the field if needed
- Worked with fellow technicians to increase the knowledge and ease of operation during software changes
- Continued current customer satisfaction with prompt and knowledgeable support for various technical issues while improving the customers knowledge about their equipment.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology including: Trane building videos, NATE Certifications and advancement, PHCC Certifications and advancement, Advanced Trane variable speed training, and Trane Link Training
- Increased longevity of HVAC systems by performing preventive maintenance.
- Provided detailed documentation for each job completed, supporting accurate record-keeping efforts following the SOP provided by Mgmt.
- Proactively identified potential future issues during service calls and maintenance, advising clients on steps to mitigate risks.
- Continued customer satisfaction and increased business opportunities by establishing strong professional relationships leading to word of mouth recommendations, ending in new customers
- Collaborated with other technicians, sharing knowledge and expertise to improve overall team performance.
- Participated in an on call rotation, including back up for after hours and weekend calls to maintain the highest level of customer service for customers
- Demonstrated exceptional problem-solving abilities, troubleshooting and repairing complex issues under challenging conditions.
- Supported the training of junior technicians, sharing technical expertise to foster their skill development.
- Provided fellow technicians with guidance on calls, even while on personal time
Service Technician/Comfort Consultant
Airworks Cooling & Heating
05.2014 - 02.2023
- Installed Residential HVAC equipment including: Packaged Systems, Heat Pumps, A/C's, Furnaces, and Mini-Splits
- Installed Ductwork & Piping including: Return/Supply Plenums, Mixing Boxes, Trunk lines, flex duct, metal spiral duct, boots, refrigerant lines, drains, flue piping, copper and black pipe gas lines in existing homes, renovations, and custom builds.
- Performed Cooling & Heating maintenance on Equipment while creating strong relationships with my customers
- Performed System Start Ups including: Flushing refrigerant line sets, brazing in and extending refrigerant line sets, Pressure testing, Pulling Vacuums, Charging systems, wiring and installing all high and low voltage connections at indoor and outdoor units, running new high and low voltage electrical as needed, verifying proper airflow and operations, and Insuring the customer is properly informed on how to operate the system.
- Collaborated with technicians and installation teams to ensure seamless service delivery and customer satisfaction.
- Performed troubleshooting on HVAC systems to determine root cause of issues and explaining issues and solutions to non-technical clients in a manor that they understood.
- Designed solutions for clients purchasing new equipment including: proper sizing, increasing the comfort efficiency of equipment, replacing or redesigning ductwork, or adding zoning to increase the comfort while meeting the clients expectations.
- Created Designs & Material lists for purchasing equipment & installation of equipment
- Custom Designed Sales & Equipment Brochure for the company to improve customer experience
- Developed strong relationships with clients, resulting in increased repeat business and referrals.
- Identified client pain points, offering tailored solutions that address those concerns effectively.
- Attended ongoing training including: American Standard Equipment training and Multiple Asset - No Pressure Sales Classes
General Manager
Dunkin' Donuts/Baskin Robins
01.2012 - 01.2014
- Managed all employees, creating a positive work environment, high expectation for the best customer service, and high employee and customer satisfaction.
- Managed inventory, product purchasing, delivery and stock, proper product rotation, product placement, product quality control, and equipment maintenance and repair using proper ServSafe practices
- Managed and insured all cash drops, bank drops, cashier tills, and business transactions aligned with receipts of purchases
- Kept open line of communication with Owner and Corporate Office to meet goals and profitability
- Managed proper marketing, decor, and specialty product were ordered and in place for seasonal promotions and limited time promotions
- Managed all employee operations including: hiring/firing, promotions, evaluations, scheduling, assign trustworthy and reliable key holders, and proper training to maintain a high level of customer service
- Assisted with new Store Openings and mass hires as needed
- Created long lasting relationships with customers to promote repeat business
Education
High School Diploma -
CPCC
Charlotte,NC01-2007
Skills
- Installation and repair
- Attention to detail
- Preventive Maintenance
- Customer service
- Work with minimal supervision
- Troubleshooting skills
- Customer Service Training(Soft Skills)
- Deescalation
- Communication
- Flexible and adaptable
- Problem Solving
- Quality control
Accomplishments
- All HVAC Certifications thus far
- The techs or installers I've trained that continue to thrive in this industry
- Technicians that I have trained that have continued to open their own business
- My ability to problem solve even when the solution may not be HVAC related
- My ability to give someone such good customer service that they will google my name to find me instead of just find another company
Certification
- NATE: Core & Gas Furnace
- American Standard/TRANE: Asset Sales
- PHCC: 1 - 2(Currently working through stage 3)
- TRANE: Advanced Variable Speed
- STS: Sales(would not reccommend)
- Universal EPA
Languages
English
Native or Bilingual
Timeline
Servcie Technician
McClintock Heating Cooling & Electrical
03.2023 - Current
Service Technician/Comfort Consultant
Airworks Cooling & Heating
05.2014 - 02.2023
General Manager
Dunkin' Donuts/Baskin Robins
01.2012 - 01.2014
High School Diploma -
CPCC
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