Michael Rains
VRF Specialist
Dallas,US
Summary
Dynamic Senior Area Service Manager at Mitsubishi Electric Trane U.S. with proven expertise in technical support. Enhanced customer satisfaction through effective dispute resolution and relationship building. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, data analysis and fostering collaboration across departments.
Overview
13
13
years of professional experience
4
4
Certifications
1
1
year of post-secondary education
Work History
Senior Area Servier Manager
Mitsubishi Electric Trane U.S.
Dallas, Texas
10.2017 - 01.2025
- Provide technical support via phone, forum and on-site to technicians and distributor staff who are installing, diagnosing, troubleshooting, or repairing METUS products.
- Enhanced customer satisfaction by providing prompt technical support and resolving high level complex issues swiftly
- Coordinated and create product training to Engineers, Sales team, technicians, contractors and distributor personnel with up to date on the latest equipment technologies, changes and best practices
- Conduct two-day residential and three-day commercial Installation, Start-up and Service essentials with hands on training for customers.
- Provide on-site installation/start-up training to distribution partners
- Review equipment and labor concessions for abuse and trends.
- Work with Quality assurance team to resolve field product quality issues
- Diagnose, tear-down and collaborate with factory for repeated compressor failures
- Maintained detailed records of all service calls, enabling accurate tracking of trends and areas for improvement.
- Owner training
- Assisted with International Business Unit Technical Support
- Developed strong relationships with customers, earning repeat business and fostering trust.
Technical Support & Parts/warehouse Manager
Norman S. Wright Manufacturer Representatives
El Paso, Texas
07.2012 - 10.2017
- Provide startup and commissioning support for all customers
- Provide technical support via phone and on-site for installation, diagnosing, troubleshooting or repairing all equipment (Unitary, DOAS, VRF, Kitchen Hoods and etc.)
- Improved warehouse efficiency by implementing inventory management systems and streamlining processes.
- Managed daily operations for smooth functioning of the parts counter and equipment warehouse, ensuring timely order fulfillment.
- Collaborated with suppliers for seamless procurement of parts, fostering strong professional relationships.
- Organized physical inventory counts periodically, keeping accurate records of stock levels at all times.
- Enhanced customer satisfaction by providing prompt technical support and resolving complex issues swiftly.
- Provided technical support during equipment troubleshooting efforts and minimizing downtime.
- Supported Engineering and Maintenance departments with training and technical support.
Education
Skilled Trade - HVAC
Vista College
El Paso, Tx 01.2013 - 11.2013
Skills
Collaborative team management
Analytical decision-making
Effective time management
Service excellence
Strong interpersonal skills
Interdepartmental collaboration
Complex Problem-solving
Data interpretation
Accomplishments
- 2022 National Service Person of the Year.
- Used Microsoft Excel to develop backordered emergency parts inventory tracking spreadsheets.
- Achieved average 30 day service case closure by tracking opened service cases with accuracy and efficiency.
Certification
Certified Commercial Applications, Mitsubishi Electric Trane U.S. 1.40 CEUs
Timeline
Certified Commercial Applications, Mitsubishi Electric Trane U.S. 1.40 CEUs
02-2022
Certified Commercial Controls, Mitsubishi Electric Trane U.S. 1.40 CEUs
07-2019
Certified Tech Training, GreenHeck
05-2019
Senior Area Servier Manager
Mitsubishi Electric Trane U.S.
10.2017 - 01.2025
Certified Controls Applications Training, Mitsubishi Electric Cooling & Heating 2.40 CEUs
08-2015
Skilled Trade - HVAC
Vista College
01.2013 - 11.2013
Technical Support & Parts/warehouse Manager
Norman S. Wright Manufacturer Representatives
07.2012 - 10.2017