Michael Marsden
Ashland City,TN
Summary
Results-driven Service Manager with expertise in service scheduling, budget management, and compliance oversight. Proven ability to enhance customer satisfaction and streamline operations. Results-driven Service Manager with a proven track record in service scheduling, budget management, and compliance oversight. Demonstrated ability to enhance customer satisfaction and optimize operational efficiency.
Overview
16
16
years of professional experience
Work History
Service Manager
National Laundry Equipment
Nashville, Tennessee
03.2021 - Current
- Oversaw scheduling and dispatching of service technicians.
- Ensured compliance with safety standards and operational protocols.
- Coordinated with suppliers for parts and equipment procurement.
- Developed and maintained service documentation and records.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Created employee work schedules to keep shifts properly staffed.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Resolved customer inquiries regarding equipment issues or repairs.
- Managed daily operations of laundry equipment service department.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Trained new employees on the use of customer relationship management software systems.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Prepared and managed the service department budget, optimizing expenses to increase profitability.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Led troubleshooting efforts for complex system failures and technical issues.
Crew Leader
Alpine Windowerks
Nashville, Tennessee
04.2010 - 10.2020
- Supervised daily operations and ensured adherence to safety protocols.
- Inspected equipment for proper operation before use by crew members.
- Resolved employee issues, complaints and requests-for-clarification to keep projects on track.
- Developed work schedules to ensure adequate staffing levels.
- Gained independent working skills and guided and mentored less experienced team members.
- Displayed high standards for quality workmanship and routinely double-checked work.
- Performed site activities required of green-certified construction practices.
- Monitored and evaluated performance of crew members, providing feedback and coaching as needed.
Education
Bachelor of Arts -
Cornerstone University
Grand Rapids, MI05-2005
Skills
- Service scheduling
- Equipment procurement
- Budget management
- Performance evaluation
- Compliance oversight
- Customer relationship management
- Staff training and development
- Problem solving
- Conflict resolution
- Installation and service of Huebsch, Speed Queen, Maytag, ADC & Yamamoto
- Efficient in installation and service of Aquawing and Sanowash Ozone Systems
- Efficient in installing payment systems including CCI, Kiosoft (Payrange), AirWallet
Accomplishments
- Completed Alliance Master Technician Course December 8 2022
Timeline
Service Manager
National Laundry Equipment
03.2021 - Current
Crew Leader
Alpine Windowerks
04.2010 - 10.2020
Bachelor of Arts -
Cornerstone University