NICHOLAS COOK

•Directed multi-site service operations, leading cross-functional teams responsible for machine intake, warranty administration, and end-to-end client experience across multiple branches.
•Optimized workforce deployment and capacity planning, strategically balancing field and in-house technician workloads to maximize utilization, reduce downtime, and improve service throughput.
•Cultivated and strengthened enterprise client relationships through proactive, transparent communication, clear warranty governance, and decisive resolution of complex service escalations.
•Owned operational compliance and risk management, overseeing OSHA and DOT adherence and driving continuous safety training programs to uphold regulatory standards and workplace safety.
•Led operational finance and controls, managing payroll execution, vendor partnerships, and AR/AP reconciliation while ensuring accuracy, compliance, and fiscal accountability.
•Designed and launched preventive maintenance strategies that increased equipment uptime and reduced emergency service calls by 18%, delivering measurable operational and cost efficiencies.

•Led field service operations and scheduling strategy, driving faster response times and improved service reliability across a dynamic, multi-priority environment.
•Partnered directly with clients and key stakeholders to align repair execution and warranty coverage, strengthening trust, satisfaction, and long-term account retention.
•Directed technician capacity planning and deployment, aligning job complexity, specialized skillsets, and customer priority to optimize productivity and service quality.
•Championed continuous improvement initiatives, redesigning service workflows to reduce turnaround times by 25% and elevate operational efficiency.

• Oversaw day-to-day operations of a 30+ employee service center, providing leadership across safety, performance management, and end-to-end logistics coordination.
  •Owned workforce planning and route optimization, establishing schedules, assignments, and performance benchmarks to drive delivery efficiency and operational consistency.
  •Built and mentored high-performing teams, reinforcing a culture of accountability, compliance, and continuous improvement through coaching and development.
  •Partnered with senior leadership to design and implement KPI frameworks, enhancing service quality, operational visibility, and data-driven decision-making.
  •Led resolution of complex and escalated service issues, collaborating cross-functionally and engaging directly with clients to protect relationships and service outcomes.

• Operated long-haul trucks to transport freight across regional routes.
• Managed delivery schedules to meet customer timelines efficiently.
• Maintained accurate log records of driving hours and cargo transported.
• Communicated with dispatchers regarding route changes and traffic updates.
• Promoted through successive frontline roles into service leadership based on sustained high performance, demonstrated leadership capability, and commitment to safety and service standards.