MICHAEL SHELLY
Lester Prairie,MN
Summary
Seasoned Service Manager with 13 years of construction and heavy equipment 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. Decorated Air Force Veteran.
Overview
14
14
years of professional experience
Work History
Service Manager
Arnold Machinery Company
09.2021 - 03.2022
- Oversee daily schedules and team activities through morning meetings with shop personnel
- Train and mentor technicians to deliver superior service with focus on quality and safety
- Handle escalated customer issues with tact and diplomacy to restore satisfaction
- Enhance operations with new and improved procedures targeting underperforming areas and systematic weaknesses
- Manage customer experiences with a close eye on customer and team member interactions, touchpoints, and methods of engagement.
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Followed up with customers during and after installations to verify satisfaction.
- Developed written plans and obtained customer consent to proceed.
- Hired and trained new technicians to improve efficiency of department and cultivate productive work atmosphere.
- Monitored equipment, tools and system upgrades to compile data into detailed reports for upper management.
Service Manager
RDO Equipment Company
12.2019 - 09.2021
- Ensure all team members adhere to and follow all safety and regulatory rules
- Promote integrity, honest business practices, and focus on relationships to ensure customer retention
- Encourage and provide opportunities for lifelong learning and skills improvement
- Maintain team productivity and quality of service by establishing and maintaining clear benchmarks
- Mentor and coach team members in accountability, open communication, respecting resources, commitment to customer service, and company image.
Truck Shop Manager
Foley Equipment, WIchita
08.2018 - 12.2019
- Managed the shop's day-to-day transactions and assisted in the development and oversight of 15 + employees
- Assisted in determining warranty and goodwill decisions with customer needs in mind
- Communicated critical decisions with leadership
- Ensured all company safety policies are adhered to and work is being performed in a safe manner
Non-Commissioned Officer in Charge
NCOIC, United States Air Force
01.2012 - 07.2018
- Managed heavy-truck maintenance shop
- Supervised a 90 + fleet and 10-15 servicemen
- Provided inspiration, purpose, motivation, and direction
Maintenance Craftsman
United States Air Force
03.2008 - 07.2012
- Skilled and proficient in large range of construction equipment
- Gained Leadership and managerial knowledge
- Developed maintenance and diagnostic skills
Skills
- Ability To Communicate Effectively
- Staff Management and Supervisory
- Experience
- Extensive Technical Knowledge
- Managing Multiple Tasks
- Customer Service Management
- Conflict Resolution
- Team Leadership & Collaboration
- Performance Appraisals
- Fostering interdepartmental
- Relationships
- Quality Assurance
Timeline
Service Manager
Arnold Machinery Company
09.2021 - 03.2022
Service Manager
RDO Equipment Company
12.2019 - 09.2021
Truck Shop Manager
Foley Equipment, WIchita
08.2018 - 12.2019
Non-Commissioned Officer in Charge
NCOIC, United States Air Force
01.2012 - 07.2018
Maintenance Craftsman
United States Air Force
03.2008 - 07.2012
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