Summary
Overview
Work History
Education
Skills
Timeline
Generic

Paul Lurz

Pasadena,MD

Summary

Seasoned Service Manager bringing 28 years of security industry 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.

Overview

27
27
years of professional experience

Work History

Service Manager

Vintage Security
10.2022 - 04.2024
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Managed a team of 10 technicians, ensuring timely completion of projects and high-quality workmanship.
  • Managed a team of 6 service coordinators in scheduling and routing the technicians as well as remote troubleshooting.

Service Technician

Vintage Security
09.2018 - 10.2022
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Serviced security systems, home automation, access control, video surveillance systems, and home networking systems.
  • Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
  • Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.

Installation Manager

Vintage Security
05.2016 - 09.2018
  • Oversaw quality control measures during installations, identifying potential issues early on to minimize costly rework later.
  • Conducted thorough post-installation inspections to verify adherence to design specifications and client expectations.
  • Managed a team of technicians, providing guidance and support to ensure high-quality workmanship.
  • Managed installation schedules proactively to avoid delays and reduce downtime for clients.
  • Provided ongoing training for technicians, ensuring up-to-date knowledge on industry best practices and technical skills.

Service Coordinator

Vintage Security
08.2012 - 05.2016
  • Implemented new training programs for service coordinators, leading to improved performance levels and increased employee retention.
  • Optimized resource allocation by conducting thorough analysis of staffing requirements based on historical data trends in order to meet fluctuating demand levels effectively.
  • Conducted regular performance appraisals, identifying areas for growth and providing constructive feedback for professional development.
  • Oversaw daily operations of the service coordination department, ensuring all tasks were completed accurately and on time.
  • Managed a team of service coordinators, ensuring effective workload distribution and optimal use of resources.
  • Provided remote troubleshooting steps with customers to prevent needing to schedule a service visit.

Residential Builder Installation Technician

Vintage Security
03.2005 - 08.2012
  • Identified and eliminated safety risks through additional training.
  • Implemented safety codes and regulations to maintain site compliance and uphold safe working conditions.
  • Pre-wired new construction homes with security systems, phones, data lines, coax, home automation devices, home theaters, whole house audio, intercoms, and cameras.
  • Installed devices purchased by the homeowner from the wiring done on the pre-wire.
  • Demonstrated the use of the purchased equipment to the homeowner and ensured complete satisfaction had been obtained.

Installation Technician

ADT Security Services
03.1997 - 03.2005
  • Installed residential security systems per customer request.
  • Managed a team of 24 installation techs for the installation of security systems.

Education

High School Diploma -

Glen Burnie High School
Glen Burnie, MD
06.1990

Skills

  • Positive Attitude
  • Team Leadership
  • Multitasking and Organization
  • Problem-Solving
  • Service Scheduling
  • Technical Troubleshooting

Timeline

Service Manager

Vintage Security
10.2022 - 04.2024

Service Technician

Vintage Security
09.2018 - 10.2022

Installation Manager

Vintage Security
05.2016 - 09.2018

Service Coordinator

Vintage Security
08.2012 - 05.2016

Residential Builder Installation Technician

Vintage Security
03.2005 - 08.2012

Installation Technician

ADT Security Services
03.1997 - 03.2005

High School Diploma -

Glen Burnie High School

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Paul Lurz