Mitch Poulin
Lewiston,ME
Summary
Dynamic leader with a proven track record in strategic business planning and service delivery optimization, notably at WH Demmons. Skilled in heavy equipment operation and relationship building, I excel in enhancing service quality and client retention. Achieved significant improvements in productivity and efficiency through innovative management and staff development strategies.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Service Manager
WH Demmons
Portland , ME
05.2024 - 01.2025
- Schedule daily tasks.
- Estimate projects.
- Order materials.
- Train technicians.
- Monthly billings.
- Track and respond to emails.
- Assist technicians in the field.
- Assure safety and OSHA compliance.
- Generate new work and clients.
- Sales
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed completed work to verify consistency, quality, and conformance.
- Recruited and trained new employees to meet job requirements.
- Created employee work schedules to keep shifts properly staffed.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Proposed or approved modifications to project plans.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Maintained records of all customer interactions and transactions.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Field Project Manager
W H Demmons
Portland , ME
01.2020 - 05.2024
- Collaborated with external vendors or consultants as needed for specific aspects of a project.
- Developed and updated project plans to document objectives, technologies, schedules.
- Coordinated with internal teams to ensure smooth execution of field project activities.
- Prepared presentations summarizing key accomplishments achieved through completed projects.
- Monitored progress of each stage in the implementation process of field projects.
- Identified potential risks and developed strategies to mitigate them in the course of executing field projects.
- Negotiated with project stakeholders or suppliers to obtain resources or materials.
- Participated in professional development opportunities to stay current with industry trends and technologies.
- Developed documentation such as user manuals, training materials and operational procedures for completed fields projects.
- Assisted in resolving conflicts that arose during the execution of field projects.
- Performed quality assurance checks throughout all phases of a given project's lifecycle.
- Ensured successful completion of field projects within set timelines.
- Conferred with project personnel to identify and resolve problems.
- Completed routine maintenance and repair.
- Worked effectively in team environments to make the workplace more productive.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Assisted with customer requests and answered questions to improve satisfaction.
- Operated equipment and machinery according to safety guidelines.
Owner/HVAC Technician
Heat Plus
Lewiston, ME
06.2010 - 01.2020
- Set pricing structures according to market analytics and emerging trends.
- Developed policies and procedures for the organization.
- Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
- Collaborated with other owners on joint ventures and shared resources.
- Researched potential partners in order to expand services offered.
- Maintained relationships with existing clients by providing superior customer service.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Provided direction and guidance to employees.
- Delegated work to staff, setting priorities and goals.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Managed sales presentations to promote product and brand benefits.
- Ensured compliance with applicable laws and regulations related to business operations.
Service Technician
Heutz Oil
Lewiston, Maine
05.2002 - 06.2010
- Ran tests on newly repaired machinery and equipment to confirm proper functionality.
- Communicated with distributors to acquire necessary equipment for projects.
- Provided training on the safe usage of equipment when needed.
- Set up and operated mechanical and manual tools and equipment.
- Collaborated with team members to complete projects efficiently and effectively.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
- Communicated with clients for outstanding customer service and to increase repeat business.
- Communicated with vendors regarding supply orders and delivery timelines.
- Tested repaired items to ensure functionality before returning them to customers.
- Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.
- Identified potential problems during routine inspections in order to prevent future breakdowns.
- Assembled components into complete systems following blueprints or other instructions.
- Disassembled dysfunctional machinery to perform root cause analysis and repairs.
- Logged services performed in service ticket system.
- Installed new appliances, wiring and machinery in homes with defective equipment.
- Implemented troubleshooting tactics to identify causes of poor machine performance.
- Replaced worn or damaged parts with OEM replacements as necessary.
- Repaired faulty components such as motors, pumps, valves, switches.
- Delivered Oil
Laborer Operator
Lewiston Water Departmemnt
Lewiston, ME
03.1998 - 05.2002
- Identified potential hazards at job sites and took steps to mitigate them.
- Employed heavy equipment operation best practices resulting in minimal complaints or incidents.
- Transported materials around construction sites to work locations.
- Lubricated, cleaned or repaired machinery or equipment.
- Dug ditches or trenches, backfilled excavations or compacted and leveled earth to grade specifications.
- Ensured all safety regulations were followed throughout the duration of the project.
- Operated equipment to move and position raw materials or finished components.
- Cleaned work areas to maintain safety standards and prevent accidents.
- Conducted pre-operational safety checks on equipment to ensure proper functioning.
- Organized materials needed for each job task prior to starting work.
- Loaded and unloaded materials into trucks, hoists, conveyors, or other handling equipment.
- Coordinated phases of construction projects from inception to completion.
- Used hand tools such as hammers, saws, drills, wrenches for various operations.
- Carried out preventative maintenance on heavy or specialized equipment.
- Operated heavy equipment such as bulldozers, cranes, backhoes, following established protocols.
- Worked productively as lead or helping team member to drive customer satisfaction.
- Inspected sites before and after construction projects.
- Installed sewer, water or storm drain pipes using pipe-laying machinery or laser guidance equipment.
- Followed instructions from supervisors regarding specific tasks to be completed.
- Transported material from one area to another using forklifts or other lifting devices.
- Learned and mastered skilled trade specialties under guidance of expert mentors.
- Controlled traffic passing near, in or around work zones.
- Measured, marked or recorded openings or distances to construction layout areas.
Laborer
Gendron & Gendron construction
Lewiston , Maine
06.1991 - 03.1998
- Much of what I did while working for Lewiston water department.
- operated heavey equiptment
- minimal foundation work
- installed water, sewer and storm drains
- plowing
- home remodeling
Education
High School Diploma -
Lewiston High
Lewiston, ME06-1995
Skills
- Productivity monitoring
- Supply procurement
- Culture development
- Strategic business planning
- Problem-solving
- Service delivery optimization
- Outgoing and energetic
- Quality control
- Relationship building
- Employee relations
- Staff motivation
- Analytical thinking
- Service quality management
- Staff management
- Supply ordering
- Process implementation
- Positive attitude
- Resource allocation
- Conflict resolution
- Schedule management
- Contract management
- Project planning
- Estimating and quoting
- Reliable and responsible
- Flexible schedule
- Coaching and mentoring
- Technical support
- Employee training and development
- Team leadership
- Service and parts teams management
- Client retention strategies
- Customer service management
- Workplace safety
- Verbal and written communication
- Revenue generation
- Multitasking and organization
- Technical troubleshooting
- Deadline driven
- Maintenance planning
- Time management
- Sales support
- Employee supervision
- Heavy equipment operation
- Forecasting
- New employee hiring
- Risk management
- Service documentation
Affiliations
- I have always loved the construction industry and been involved in almost all aspects of it.
- I have played a major role in the building of three homes
- I am well versed in civil, framing, electrical, hvac, concrete, plumbing, roofing, managing, training,
- I enjoy wood working as a hobby
- fishing
- coaching youth sports
- training dogs
- boating
Certification
- current master oil burner license
- current solid fuel license
- current HVAC license
- current gas license
- current class A driver license with tanker
Timeline
Service Manager
WH Demmons
05.2024 - 01.2025
Field Project Manager
W H Demmons
01.2020 - 05.2024
Owner/HVAC Technician
Heat Plus
06.2010 - 01.2020
Service Technician
Heutz Oil
05.2002 - 06.2010
Laborer Operator
Lewiston Water Departmemnt
03.1998 - 05.2002
Laborer
Gendron & Gendron construction
06.1991 - 03.1998
- current master oil burner license
- current solid fuel license
- current HVAC license
- current gas license
- current class A driver license with tanker
High School Diploma -
Lewiston High
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