Michael Fritz
Leslie,MI
Summary
Results-driven professional with extensive experience in managing service operations across multiple states. Skilled in technical support, equipment maintenance, and troubleshooting, contributing to the successful resolution of escalated customer issues and enhancing overall service delivery.
Overview
39
39
years of professional experience
Work History
Regional Service Manager
Melitta Professional Coffee Solutions
Elgin, Illinois
08.2018 - 08.2026
- Managed service operations across multiple states with professional coffee solutions for large commercial accounts.
- Supervised team of 22 field technicians across Midwestern and East Coast regions, ensuring effective service delivery.
- Guided team in best practices for resolving difficult customer service cases, enhancing client satisfaction.
- Provided technical support for customers in the field and resolved escalated customer service issues.
- Led troubleshooting efforts for complex equipment issues in the field.
- Coordinated maintenance schedules for coffee equipment, maximizing operational uptime and performance.
- Facilitated conflict resolution among technicians, clients, and staff to ensure smooth operations.
- Maintained composure under pressure while addressing conflicts in service settings.
- Recruited and trained new employees to meet job requirements.
Senior Field Service Technician
Melitta Professional Coffee Solutions
Elgin, Illinois
08.2008 - 08.2018
- Delivered Nationwide Field Service Phone Technical Support for 2 years, ensuring timely resolution of customer issues.
- Diagnosed and resolved complex technical issues with specialty espresso equipment and accessories.
- Installed and maintained commercial specialty espresso equipment for clients, traveling to multiple locations/states.
- Trained new employees on equipment operation and maintenance procedures, enhancing overall team competency.
- Resolved customer complaints swiftly while maintaining positive relationships, contributing to overall customer satisfaction.
- Demonstrated excellent communication skills when interacting with customers and colleagues.
Field Service Technician
Polack Corporation
Lansing, Michigan
06.1987 - 05.2007
- Installed and repaired Ricoh and Savin office equipment at customer locations efficiently.
- Delivered outstanding customer service on field visits to meet corporate guidelines.
- Trained customers on equipment after installation.
Education
Associate of Applied Science - Robotics
Jackson College
Jackson, MI07-1985
High School Diploma -
Jackson High School
Jackson, MI06-1982
Skills
- Technical support
- Troubleshooting
- Equipment maintenance
- Operational leadership
- Team leadership
- Customer relationship management
- Team collaboration
Timeline
Regional Service Manager
Melitta Professional Coffee Solutions
08.2018 - 08.2026
Senior Field Service Technician
Melitta Professional Coffee Solutions
08.2008 - 08.2018
Field Service Technician
Polack Corporation
06.1987 - 05.2007
Associate of Applied Science - Robotics
Jackson College
High School Diploma -
Jackson High School