Matthew MacDonald
North Billerica,MA
Summary
Accomplished Service Manager at Merrimack Valley Truck Services, adept in culture development and customer satisfaction, enhanced team efficiency by 30%. Leveraged problem-solving aptitude and ASE master certified Diesel technician. Current OSHA compliance officer/enforcer and Safety officer for the company,
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Currently working with some Excel background, utilizing Microsoft teams daily with all associated parties of the company.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Service Manager
Merrimack Valley Truck Services
05.2016 - 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.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Maintained ASE master certificate's and advance L2 specialty for Emissions.
- Performed training seminars in house to help guide and teach technicians on proper procedural repairs.
Diesel Mechanic
Anytime Truck Repair
02.2012 - 02.2016
- Utilized hand tools and power tools to repair and maintain diesel engines according to industry standards.
- Performed preventive maintenance on engines, transmissions, tires, and other vehicle systems.
- Troubleshot and diagnosed problems with brakes, steering, and transmissions.
- Completed checklist of fluid levels, air filter, tire pressure, and more as part of service orders.
- Owned / operated Anytime truck repair as a sole proprietor
- Helped facilitate repairs for 2 trucking companies from in house repairs to in field repairs.
- Troubleshot electrical system issues accurately to reduce the likelihood of recurring problems down the line.
- Maintained ASE master re-certified master license
Lead Diesel Mechanic
Empire Recycle
05.2011 - 06.2012
- Reduced operating costs by identifying and addressing potential issues before it escalated into costly repairs.
- Maintained detailed records of all repairs, parts inventory, and warranty claims for accurate tracking and cost control.
- Established strong relationships with parts suppliers, negotiating favorable pricing and delivery terms to reduce costs further.
- Assisted with Federal DOT audit and was only department who passed all regulations for the company
- Optimized workflow within the garage by reorganizing workspaces, tools, and equipment storage areas efficiently.
- Able to interact with multiple clients, customers, average 30 phone calls a day and 300 emails daily.
- Assist in preventative maintenance scheduling and protocols.
Mechanic Shop Foreman
McDevitt Trucks
05.2005 - 05.2011
- Collaborated with management to develop short-term and long-range plans for shop improvements, resulting in increased revenue growth.
- Achieved ASE master certification
- Managed warranty claims efficiently by liaising with manufacturers directly which led to quicker resolution times.
- Created custom preventative maintenance programs tailored to individual client needs, resulting in fewer unexpected breakdowns.
- Used ADP software for accurate reporting,
- Used excel for quote renderings
- Opened and closed facility 6 days weekly
- Worked with team of parts and warranty admin to supply customer with product line that is able to support customer demands.
- Completed CAT tier II emissions certifications
- Completed Cummin's overhaul ISX training.
- Completed MACK E-tech training.
- Assisted with all Diagnostics from electronic to mechanical.
- Enhanced shop efficiency by streamlining work processes and delegating tasks to appropriate team members.
Lead Diesel Technician
Coca Cola New England
02.2000 - 08.2006
- Performed fleet maintenance on variety manufactured class 6,7,8 vehicles.
- Helped keep inventory with quarterly live Audits.
- Attended meetings with remaining divisions to keep fleet running.
- Attended budget meetings to help support supply demands for future repairs.
- Helped create engine over haul procedures
Education
No Degree - Diesel Program
Shawsheen Valley Technical High School
Billerica, MA06-1999
Skills
- Culture development
- Customer satisfaction measurement
- Upselling
- Team scheduling
- Coaching and mentorship
- Waste control
- Quality Control
- Problem-solving abilities
- Multitasking
- Reliability
- Customer Relations
- Team building
- Professionalism
- Adaptability
- Problem-solving aptitude
Certification
- Automotive Service Excellence Certification (ASE)
- Forklift Certification
Timeline
Service Manager
Merrimack Valley Truck Services
05.2016 - Current
Diesel Mechanic
Anytime Truck Repair
02.2012 - 02.2016
Lead Diesel Mechanic
Empire Recycle
05.2011 - 06.2012
Mechanic Shop Foreman
McDevitt Trucks
05.2005 - 05.2011
Lead Diesel Technician
Coca Cola New England
02.2000 - 08.2006
- Automotive Service Excellence Certification (ASE)
- Forklift Certification
No Degree - Diesel Program
Shawsheen Valley Technical High School
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