Phillip Capato
Gresham,OR
Summary
Competent Senior Manager with robust background in managing After Sales operations to ensure customer satisfaction and retention. Led successful initiatives to streamline processes and enhance service quality. Demonstrated excellence in team leadership and customer relationship management.
Overview
24
24
years of professional experience
Work History
Aftersales Manager
Toptier Palletizing Solutions
07.2019 - Current
- Developed strategies to avoid customer escalations.
- Conducted thorough market research to identify new opportunities for growth within the industry.
- Collaborated with other departments to develop strategies for better integration of services across the organization.
- Hired, developed, motivated and retained top talent.
- Spearheaded change initiatives that resulted in significant process improvements.
- Implemented cutting-edge technologies into daily operations to improve overall efficiency.
- Created a culture of continuous improvement by fostering open communication and feedback among team members.
- Developed strong relationships with clients, resulting in increased revenue and repeat business.
- Built and sustained trusting client relationships.
- Negotiated contracts with vendors to secure advantageous terms while maintaining excellent working relationships.
- Improved customer satisfaction ratings by addressing issues promptly and implementing corrective actions.
- Reduced operational costs with strategic budgeting and resource allocation.
- Drove financial performance through productivity analysis, contract terms, and resource planning.
- Provided exceptional leadership through clear communication of expectations and goals for team members at all levels within the organization.
- Evaluated employee performance in quarterly and annual reviews.
- Resolved customer complaints or problems to decrease escalation issues to corporate.
- Trained service staff on latest policies and procedures.
- Guided the implementation of new software systems designed to streamline internal processes, resulting in reduced overhead costs and increased efficiency across departments.
- Established clear performance metrics to monitor staff progress and identify areas for improvement.
- Yearly Budget Planning and Board Meetings to set annual company goals.
- Increased service revenue by 18% annually over 4 year period
- Increased Parts revenue by 25% annually over a 4 year period.
- Increase parts
Senior Field Service Technician
Toptier Palletizing Solutions
01.2015 - 05.2019
- Collaborated with cross-functional teams to ensure seamless integration of new equipment installations.
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Discussed and recommended service options with customers and explained costs involved.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Wiring 480v, 120v, 24v dc systems.
- Fully installed end of line machinery,
- Plant layouts, cad drawings
- Provided troubleshooting and repair support to multiple customer at a time.
- Delivered high-quality training sessions to junior technicians, promoting skill development and knowledge sharing.
- Provided exemplary customer service on each field visit to deliver exemplary customer service.
- Provided telephone support to customers by determining cause of issue and explaining most effective solution.
- Mentored new hires as they acclimated to company culture, policies, procedures – fostering a positive work environment within the team.
- Properly completed work reports for each field visit.
- Safely operated company to travel to service sites.
- PLC Programming, Edits, code writing for Studio 5000, RS logic 5000, RS logic 500
- Robotics installation and commissioning.
- Diagnosed errors and determined proper solutions.
- Performed annual service visits and completed preventive maintenance on systems.
- Developed and implemented customized service plans to meet customer needs.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
Sales Manager
Sears
05.2001 - 10.2014
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Education
Criminal Justice - Corrections
Gonzaga University
Spokane, WA06.2000
High School Diploma -
University High School
Spokane, WA05-1998
Skills
- Client Retention Strategies
- Critical Thinking
- Decision-Making
- Microsoft Office
- Customer Complaint Resolution
- Staff training and development
- Sales strategy development
- Teamwork
- Attention to detail
- Problem-solving abilities
- Hiring and training
- Schedule management
- MS office
- Crisis management
- Budget management
- Business planning
Timeline
Aftersales Manager
Toptier Palletizing Solutions
07.2019 - Current
Senior Field Service Technician
Toptier Palletizing Solutions
01.2015 - 05.2019
Sales Manager
Sears
05.2001 - 10.2014
Criminal Justice - Corrections
Gonzaga University
High School Diploma -
University High School
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