Shannon Gries
THE WOODLANDS
Summary
Highly skilled professional in service management dedicated to enhancing operational efficiency and fostering strong customer relations. Demonstrated expertise in streamlining service processes and leading teams to achieve exceptional performance. Renowned for adaptability and creating a collaborative work culture. Detail-oriented with outstanding communication and project management abilities. Proven track record of effectively handling multiple tasks in fast-paced environments. Recognized for proactive problem-solving with a focus on optimizing processes and supporting team objectives.
Overview
17
17
years of professional experience
Work History
Field Service Manager
COPERION CORPORATION
07.2024 - Current
- Led team of up to 20 service technicians in field activities.
- Streamlined field operations for improved efficiency and reduced response times.
- Established strong relationships with clients, fostering long-term loyalty and repeat business.
- Maximized resource utilization by reallocating personnel based on workload demands and skillsets.
- Ensured compliance with all regulatory requirements, maintaining up-to-date knowledge of industry standards and changes in legislation.
- Monitored service metrics, identifying trends for continuous process improvement initiatives.
- Coordinated cross-functional teams to complete complex installations on time and within budget constraints.
- Collaborated with sales teams to identify new business opportunities and expand market reach.
- Assessed operational needs and equipment availability to develop personnel schedules and assignments.
- Reduced time to complete service calls and expertly retained key customers.
- Implemented quality control measures to maintain high standards of service delivery.
- Developed comprehensive training programs, ensuring optimal employee performance.
- Maintained schedule of up to 30 service calls.
- Assessed staff capabilities regularly while offering ongoing support, mentorship, and coaching to foster a high-performance work environment.
- Enhanced customer satisfaction by promptly addressing and resolving service issues.
- Developed detailed plans based on broad guidance and direction.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Conducted regular performance evaluations, identifying areas for improvement and implementing corrective actions as needed.
- Managed a team of technicians, providing support and guidance for professional development.
- Increased team productivity with effective scheduling and resource allocation.
Northeast Field Service Manager
Woodside Electronics Corp.
01.2017 - 06.2023
- Managing employee and customer accounts, employee timecards, customer rapport, working in a fast pace environment, traveled up to 90% of the year to maintain customer equipment all across the U.S
- (Michigan, Wisconsin, Illinois, Indiana, Missouri, New Jersey, North Carolina, South Carolina, Georgia, Florida and on occasion the Gulf south states)
- Mechanical engineering, Troubleshooting, and repairing optical sorters (PLC Programming, Calibrations, Motors/gearbox ratios, electrical components, low/high voltage reading, work orders/service labor/billing/invoices, heavy lifting up to 100lbs, bearing/shaft/belt repairs, electrical wiring, metal fabrication to meet customers line equipment and more)
- Reading and understanding blueprints (wiring diagrams, engineer layouts, machine schematics, and more)
- Sales force, Expensify, Paychex, MS office experience
- Working with and understanding farmers/agriculture across the U.S
- (Blueberries, Cranberries, Hops, Tomatoes, Pecans, Walnuts, and more)
- Maintained company vehicle assigned to me (maintenance, repair, mileage, and inspection), equipment (phone, computer, ipad, etc.)
- Working many hours on call including overtime to maintain and keep our customers in top shape during and after their busy harvest season
- Maintenance knowledge and ability of using tools and heavy machinery
- Understanding and knowledge of servicing automated equipment in various conditions to maintain machine life
- Leadership/Oversight of more than 10 employees to make sure they were prepared, happy , and suitable to meet all job requirements in our line of work (Training classes, Zoom Conference calls, Trade show training, and support)
- Tasked with many responsibilities without oversight to ensure our company integrity, image, and motto was met to an incredible standard
- Inventory control (in-stock /out of stock parts in shop), Forklift operation, shipping/receiving logistics, building machines, spare parts, and electrical boards/components, and more
- Conducted regular performance evaluations, identifying areas for improvement and implementing corrective actions as needed.
- Managed a team of technicians, providing support and guidance for professional development.
- Increased team productivity with effective scheduling and resource allocation.
- Monitored service metrics, identifying trends for continuous process improvement initiatives.
- Collaborated with sales teams to identify new business opportunities and expand market reach.
- Coordinated cross-functional teams to complete complex installations on time and within budget constraints.
- Installed and provided technical support for equipment.
- 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.
Pump engineer
Pinnacle Flo Inc
10.2012 - 01.2017
- Build ANSI Centrifugal pumps for oil, gas, food processing, waste, and water
- Forklift operation, heavy lifting, inventory, shipping and receiving, mechanical engineering, operations, fast pace environment
Sales representative/warehouse associate
Best buy
03.2010 - 06.2011
- I worked with many different clients making sure their needs were met
- My main focus and point of my job was to increase sales/business gross, i handled contracts, data input, customer relations, month to date income for the fiscal year, to try and improve the company
- Identifying key problems within the sales team and reducing mistakes to try and make perfection
- I also worked on and as apart of the warehouse department to reduce theft and increase pushing the product from the warehouse to sales floor
- Managing shipping and receiving product, to resolve dissatisfaction
- Stocking, load/unload freight shipments, forklift experience, heavy lifting, and the key and perfection of organization to create opportunity within the store and the warehouse
Sales/Service technician representative
Sprint
01.2008 - 05.2011
- Working with the customer to assure quality assurance and customer satisfaction as well as the company
- Communicated with customers, employees and other individuals to answer questions and explain information
- Completed and mailed bills, contracts, policies, invoices and checks
- Created standard quarterly marketing collateral while ensuring all deadlines were met
- Computed, recorded, and proofread data, records and reports
- And that among fixing customer equipment, helped reduce company return/exchange rate by 20 percent
- I also improved customer store wait times by 40 percent to ensure the customer problems were resolved
- I managed customer relations with every single person that has come in and out of the store
Warehouse associate
Walmart
05.2008 - 08.2009
- Worked on and as apart of the warehouse department to reduce theft and increase pushing the product from the warehouse to sales floor
- Managing shipping and receiving product, to resolve dissatisfaction
- Stocking, load/unload freight shipments, forklift experience, heavy lifting, and the key and perfection of organization to create opportunity within the store and the warehouse
Education
High school diploma -
Cypress Springs High School
Katy, TX01-2008
Skills
- Management
- Account Oversight
- Service/Technician support
- Speech and Communication
- Sales Marketing
- Microsoft Expert
- Inventory Control
- Data Input
- Problem Solving
- Commercial Research
- Physical Labor Experience
- Proofreading
- Heavy Lifting
- Mechanical Engineering
- Service Technician Experience
- High Voltage
- Low Voltage
- Programmable Logic Controllers
- Blueprint Reading
- Electrical Experience
- Field Service
- Mechanic Experience
- Paychex
- Salesforce
- SAP
- Sharepoint
- Managing service operations
- Health and safety compliance
- Field Operations
- Staff Management
- Client Relationships
- Payroll Management
- Tool and equipment maintenance
- Employee Scheduling
- Customer billing management
- Technical team leadership
- Managing customer billing
- Positive Attitude
- Time Management
- Excellent Communication
- Scheduling and Coordinating
Willingtorelocate
- Wilmington, NC
- Charlotte, NC
- Orlando, FL
Timeline
Field Service Manager
COPERION CORPORATION
07.2024 - Current
Northeast Field Service Manager
Woodside Electronics Corp.
01.2017 - 06.2023
Pump engineer
Pinnacle Flo Inc
10.2012 - 01.2017
Sales representative/warehouse associate
Best buy
03.2010 - 06.2011
Warehouse associate
Walmart
05.2008 - 08.2009
Sales/Service technician representative
Sprint
01.2008 - 05.2011
High school diploma -
Cypress Springs High School
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