Rodney Smith
San Antonio,TEXAS
Summary
Accomplished Service Manager with a proven track record at Service Experts/Aramendia, enhancing customer satisfaction and team productivity through effective leadership and problem-solving skills. Skilled in technical troubleshooting and fostering strong client relationships, successfully increased repeat business and referrals. Demonstrates a commitment to continuous improvement and excellence in customer service management. Customer-focused professional with successful 20-year career in HVAC sector. Dynamic successful applying customer service and technical skills in busy business environment.
Overview
19
19
years of professional experience
Work History
Service Manager
Service Experts/Aramendia
02.2022 - Current
- 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 technicians, ensuring timely completion of projects and high-quality workmanship.
- Monitored inventory levels and placed orders to replenish stock.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Monitored service staff performance and provided feedback for improvement.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Service Manager
Air Pro/ Reasor Services
06.2021 - 01.2022
- Met with customers to discuss service needs and offer available solutions.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Met with customers to discuss service needs and develop effective and practical solutions.
Owner/Sole Operator
Caliber Cooling and Heating
11.2020 - 06.2021
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
- Interacted well with customers to build connections and nurture relationships.
- Worked outside in all weather conditions.
- Reduced equipment downtime by troubleshooting issues and performing timely repairs.
- Conducted preventative maintenance on equipment to reduce repair costs.
- Maintained organized work area by cleaning and removing hazards.
Senior Field Service Technician
Shafer Services
05.2005 - 11.2020
- Collaborated with cross-functional teams to ensure seamless integration of new equipment installations.
- Operated hand tools and power equipment according to company safety procedures.
- 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.
- Improved customer satisfaction with timely and effective resolution of technical issues.
- Enhanced equipment performance by conducting regular maintenance, troubleshooting, and repair tasks.
- Performed annual service visits and completed preventive maintenance on systems.
- Mentored new hires as they acclimated to company culture, policies, procedures – fostering a positive work environment within the team.
- Established strong relationships with clients by providing exceptional customer support and addressing concerns promptly.
- Trained and supported new hires resulting in better understanding of process flow and safety procedures.
- Provided exemplary customer service on each field visit to deliver exemplary customer service.
- Proactively addressed potential issues through preventative maintenance measures, reducing the frequency of critical failures in the field.
- Demonstrated strong problem-solving abilities by quickly diagnosing and resolving complex technical issues in high-pressure situations.
- Safely operated company to travel to service sites.
- Properly completed work reports for each field visit.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Maintained company field response vehicle stocked with repair and replacement parts valued over $2,000.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Worked with diverse types of weather and ground conditions.
Education
No Degree - Airflow Performance And Diagnostics, Combustion An
National Comfort Institute
San Antonio, TX03.2007
GED -
John Marshall High School San Antonio, Texas
San Antonio, TX05.1982
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Reliable and Responsible
- Customer Service Management
- Time Management
- Goal-Oriented
- Trustworthy and Honest
- Documentation And Reporting
- Workplace Safety
- Crew Leadership
- Employee Supervision
- Service Documentation
- Technical Troubleshooting
- Continuous Improvement
- Coaching and Mentoring
- Technical Support
- Preventive Maintenance
- Mechanical Diagnostics
- Revenue Generation
Timeline
Service Manager
Service Experts/Aramendia
02.2022 - Current
Service Manager
Air Pro/ Reasor Services
06.2021 - 01.2022
Owner/Sole Operator
Caliber Cooling and Heating
11.2020 - 06.2021
Senior Field Service Technician
Shafer Services
05.2005 - 11.2020
No Degree - Airflow Performance And Diagnostics, Combustion An
National Comfort Institute
GED -
John Marshall High School San Antonio, Texas
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