Stephen Fernald
Troy,MT
Summary
Hardworking HVAC professional offering proven history in managing residential, commercial and industrial HVAC needs with skillful and efficient repairs. Adept at testing and inspecting systems to isolate faults and implement repair plans. Effectively align and design systems to meet manufacturer specifications and maximize performance.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Regional Service Manager Rocky Mountain Region
Beko US
06.2022 - 04.2024
- Established and maintained relationships with regional customers, vendors and contractors.
- Coordinated with regional service teams to resolve customer service issues.
- Developed regional service team''s skills by conducting regular training sessions, fostering a culture of continuous improvement.
- Developed and enforced regional service policies and procedures.
- Planned and implemented strategies for improving customer service and satisfaction across region.
- Collaborated with regional sales teams to identify and meet customer needs.
Regional Service Manager Rocky Mountain Region
Rinnai America
10.2019 - 06.2022
- Coordinated with regional service teams to resolve customer service issues.
- Monitored regional service operations to confirm compliance with industry standards.
- Collaborated with regional sales teams to identify and meet customer needs.
- Developed regional service team's skills by conducting regular training sessions, fostering a culture of continuous improvement.
- Built a high-performing regional service team by recruiting top talent, setting expectations, and providing ongoing feedback and coaching.
Inside Sales Representative HVACR
F.W. Webb
04.2016 - 10.2019
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Used CRM software to maintain detailed contact logs and account records.
Technical Support Agent
Rinnai America
10.2014 - 04.2016
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Fielded average of 35 inbound phone calls to deliver support and remotely resolve service issues.
Technical Support Agent
Bosch Thermotechnology
11.2013 - 10.2014
- Fielded on average 30 boiler troubleshooting calls from contractors as well as Bosch representatives.
- Conducted site visits for escalated service issues.
- Maintained detailed records of customer interactions, documenting resolutions for future reference.
Geothermal Service Manager
Ultra Geothermal
09.2004 - 11.2013
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Designed, installed, and serviced Geothermal systems from start to finish.
HVAC Installer and Service Technician
Hydro Air Inc.
09.1997 - 09.2004
- Installed new air conditioning, heating and refrigeration systems according to manufacturer's specifications and local codes.
- Repaired, replaced and serviced both residential and commercial HVAC equipment, components, and wiring.
- Analyzed blueprints and manufacturers' design specifications to determine HVAC equipment configuration and complete proper installation.
- Troubleshot and diagnosed issues with HVAC and refrigeration units.
Education
Associate of Applied Science - HVACR
New Hampshire Technical College
Manchester, NH05.1993
Skills
- Staff Training and Development
- Group and individual instruction
- Operations Management
- Scheduling Coordination
- Course Materials Development
- Training Program Design
- Training material updates
- Creative Problem-Solving
- Heating Systems
- Air Conditioning
- HVAC system design
Certification
EPA Section 608 Type I & Type II Certification
Timeline
Regional Service Manager Rocky Mountain Region
Beko US
06.2022 - 04.2024
Regional Service Manager Rocky Mountain Region
Rinnai America
10.2019 - 06.2022
Inside Sales Representative HVACR
F.W. Webb
04.2016 - 10.2019
Technical Support Agent
Rinnai America
10.2014 - 04.2016
Technical Support Agent
Bosch Thermotechnology
11.2013 - 10.2014
Geothermal Service Manager
Ultra Geothermal
09.2004 - 11.2013
HVAC Installer and Service Technician
Hydro Air Inc.
09.1997 - 09.2004
Associate of Applied Science - HVACR
New Hampshire Technical College
EPA Section 608 Type I & Type II Certification
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