Matthew Hendrix
Wooster,OH
Summary
At Rayco Manufacturing, spearheaded a service team, enhancing customer satisfaction through quality of work and building relationships with the customers. Skilled in mechanical troubleshooting and electrical troubleshooting, excel in driving operational excellence and revenue growth. Seasoned Service Manager bringing 28 years of Mechanical experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges with dedication and enthusiasm.
Overview
27
27
years of professional experience
Work History
Service Manager
Rayco Mfg
11.1997 - 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.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Monitored inventory levels and placed orders to replenish stock.
- 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.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- 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.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Maintained records of service transactions and customer feedback for future reference.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Diploma -
Triway High School
Wooster, OH05.1989
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
- Trustworthy and Honest
- Employee Relations
- Quality Assurance
- Workplace Safety
- Documentation And Reporting
- Crew Leadership
- Office Administration
- Outgoing and Energetic
- Employee Supervision
- Service Scheduling
- Work Planning and Prioritization
- Staff Motivation
- New Employee Hiring
- Policy and Procedure Enforcement
- Staff Management
- Service Documentation
- Estimating and Quoting
- Technical Troubleshooting
- Computer Skills
- Heavy Equipment Operation
- Task Delegation
- Upselling
- Revenue Generation
- Performance Evaluations
- MS Office
- Supply Ordering
- Service Order Flow
- Staff Supervision
- Service Delivery Optimization
- Mechanical Diagnostics
- Relationship Building
- Staff Training and Development
- Preventive Maintenance
- Technical Support
- Coaching and Mentoring
- Project Management
- Quality Control
- Interpersonal Relationships
- Inventory Management
- Goal Setting
Camping, Riding my Harley and spending time with my family.
I love taking camping trips with my family and making memories, also love taking rides on my Harley to relax and enjoy the outdoors.
Timeline
Service Manager
Rayco Mfg
11.1997 - Current
High School Diploma -
Triway High School
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