Richard Glass
Houston
Summary
Results-driven Divisional Service Support Manager with a strong focus on operational efficiency and customer satisfaction. Proven expertise in process improvement and team training to drive service excellence. Dynamic service management professional with over 24 years of experience in enhancing customer support workflows and ensuring safety compliance. Adept at developing strategic policies and training teams to achieve optimal operational performance. Experienced Service Support Manager with a proven track record in providing exceptional customer service and team leadership. Skilled in problem-solving, process improvement, and conflict resolution. Demonstrated ability to drive operational excellence while maintaining high levels of customer satisfaction. Significant contributions made towards enhancing team performance and improving customer support processes in previous roles.
Overview
16
16
years of professional experience
Work History
Divisional Service Support Manager
Sunbelt Rentals
Houston
11.2018 - 03.2024
- Coordinated communication between customers and service teams for smooth operations.
- Developed maintenance plans to minimize downtime.
- Trained staff on safety protocols and operational procedures for compliance.
- Developed process improvements to enhance customer support workflows.
- Developed and implemented strategic fleet management policies to optimize lifecycle and reduce operational costs.
Service Technician
Apex Pump And Equipment
Deer Park
08.2017 - 11.2018
- Conducted routine inspections on pumps and equipment for functionality.
- Diagnosed mechanical issues using industry-standard tools and techniques.
- Collaborated with team members to troubleshoot equipment malfunctions efficiently.
- Documented service activities and maintenance records accurately in the system.
Service Manager
Lance Rentals
Houston
01.2015 - 02.2016
- Trained staff on equipment maintenance and customer service best practices.
- Managed inventory levels for rental equipment and supplies effectively.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
Service Manager
United Rentals
Deer Park
03.2014 - 01.2015
- Supervised daily operations of rental equipment and service teams.
- Ensured compliance with safety regulations and company policies.
- Trained staff on equipment maintenance and customer service best practices.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Regional Service Manager
National Pump And Compressor
Deer Park
08.2008 - 03.2014
- Managed regional service operations to enhance customer satisfaction.
- Led training sessions for service staff on best practices and standards.
- Developed service strategies to improve efficiency across multiple locations.
- Analyzed service reports to identify areas for process improvement.
- Identified training needs among staff members in order to maintain high quality standards.
Education
High School Diploma -
Ferris High School
Ferris, TX06-1996
Skills
- Service coordination
- Maintenance planning
- Fleet management
- Customer support workflows
- Safety training
- Customer relationship management
Timeline
Divisional Service Support Manager
Sunbelt Rentals
11.2018 - 03.2024
Service Technician
Apex Pump And Equipment
08.2017 - 11.2018
Service Manager
Lance Rentals
01.2015 - 02.2016
Service Manager
United Rentals
03.2014 - 01.2015
Regional Service Manager
National Pump And Compressor
08.2008 - 03.2014
High School Diploma -
Ferris High School