Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Languages
References
Timeline
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Matthew Hauser

Longmont,CO

Summary

Dynamic Regional Service Manager with a proven track record at Franke Coffee Systems, adept in re-establishing vital relationships and optimizing workflows through SmartSheet proficiency. Excelled in project coordination, significantly reducing call volume, and enhancing service provider performance. Skilled in interpersonal communication and mechanical maintenance, my approach transforms challenges into achievements.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Regional Service Manager

Franke Coffee Systems
10.2023 - Current
  • As an RSM, I have primarily worked within my region to rekindle previous relationships that had soured due to high turnover and low communication between our company and third-party service providers. This included breaking down our service contract and getting buy-in from multiple parties within our own organization to uniformly communicate and enforce changes.
  • I have built a SmartSheet Dashboard to filter out data from an outdated SQL database so that we can better tell how to help customers and service providers, while also reducing overall call volume and open call time. I have also created multiple forms and systems to track various tasks throughout the company that update in that dashboard.
  • I keep up with schematic changes and correlate patterns to identify manufacturing defects that can cause larger issues with our equipment.
  • I conduct service reviews and communicate important information to all of the providers within my eighteen state region.

Field Service Technician

Franke Coffee Systems
07.2021 - 10.2023
  • As a Tech, I was responsible for coordinating with customers and our operations teams to accomplish service calls and schedule travel on the road, while also keeping focused on providing excellent customer service in the field.
  • I would often Troubleshoot complex issues and find defects in machine schematics.
  • I helped plan routes and schedules for my team and other technicians'.
  • I also assisted remotely with other issues via our IoT interface, assisted with writing introductory materials for new Technicians, tracked personal expenses, scouted potential opportunities for Sales and Service, assisted in National Trade show setup and operation, and keep up to date with espresso and coffee standards in between all of my tasks.

Aerospace Manufacturing Floor Expeditor

ALAN MANES MACHINE, INC.
08.2019 - 02.2021
  • At Manes, I essentially fulfilled the AGILE Spider role in a manufacturing setting.
  • I ran anything from raw materials to finished parts to where they need to go in the shop, and communicated with everyone on the floor to help identify and prioritize work.
  • I also cross-referenced schedules given to the floor to plan the most efficient way to proceed with issuing jobs. This included everything from preparing material to be moved before a traveler printout is issued for a job, to preparing an area, like QC or Shipping, to receive finished parts.

Medicare Customer Service Representative

Concentrix
02.2019 - 07.2019
  • I worked as a Medicare Provider Services representative for Concentrix, learning about HIPAA verification, and further refining my customer service skills.
  • We used multiple databases to find accurate information for provider patients, and solved complex problems while keeping under a seven-minute call time.
  • I would usually work overtime, and I had an average call volume of 80 calls per day.

Education

High School -

Center Senior High School
01.2015

Skills

  • Project Coordination and Tracking
  • Mechanical Maintenance
  • Priority Management
  • Workflow Optimization
  • SmartSheet Proficiency
  • Interpersonal Communication
  • Project Rollouts
  • Performance Monitoring
  • PMP Certification
  • PMI-ACP Certification

Certification

  • Lean Six Sigma White Belt Certification, Management & Strategy Institute, 60087461
  • Think Like a Lawyer to Make Decisions and Solve Problems, LinkedIn
  • PMP Certification
  • PMI-ACP Certification
  • Aha! Product Management Professional Certificate, Linkedin

Affiliations

  • Card Geek- Magic: The Gathering is my jam.
  • Karaoke Killer- It's easier than instruments.
  • Coffee Guy- Extraction is a passion.

Accomplishments

  • 2-Time Full-Circle Care Award Winner from Franke Coffee Systems.
  • I stabilized the largest service region by surface area, machine density, and technician count with the highest Manager and Third-Party Provider turnover with no mentorship or guidance in under a year. I can confidently say the region is now flourishing.

Languages

Spanish
Limited

References

References available upon request.

Timeline

Regional Service Manager

Franke Coffee Systems
10.2023 - Current

Field Service Technician

Franke Coffee Systems
07.2021 - 10.2023

Aerospace Manufacturing Floor Expeditor

ALAN MANES MACHINE, INC.
08.2019 - 02.2021

Medicare Customer Service Representative

Concentrix
02.2019 - 07.2019

High School -

Center Senior High School

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Matthew Hauser