Thomas Vaughan
Belle,WV
Summary
Results-oriented manager with over 10 years of experience in the material handling equipment service, parts, rental, and sales sectors. Proven track record of driving operational improvements that enhance bottom-line performance. Skilled in leading large teams within dynamic environments, fostering a culture of continuous improvement to achieve business objectives.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Branch / Field Service Manager
Crown Equipment Corporation
Charleston, WV
11.2022 - Current
- Hiring, training, and developing staff as well as supporting employee morale and retention.
- Qualify and submit warranty claims.
- Work with customers and suppliers on projects and project development.
- Distributed Field Service Campaigns and Service Bulletins to region with updates on current completion status.
- Provide excellent customer service and assist customers in finding solutions to any issues/opportunities presented.
- Oversee financial reporting and monitoring financial transactions.
- Focus on being a great steward of our customer’s resources.
- Focus on on-going improvement of quality in both product and personnel.
- Develop and attain sales goals.
- Certified operators for all types of material handling equipment.
- Teach lift truck certification classes.
- Ensure compliance with laws, regulations, and industry standards.
- Manage the entire WV territory as well as parts of OH and KY.
- Direct all operations of the branch.
- Analyze financials and set annual budgets
- Evaluate technicians, office staff, and sales staff on performance for compensation increases
- Travel to customer locations and oversee interactions with customers to ensure all requirements are any issues are resolved
- Manage rental inventory, service, and rental contracts
- Direct staff on accounts needing attention with AR issues
- Maintain information regarding individual customers, their assets, and needs
- Work with parts and sales employees, answering their questions, providing instruction and guidelines; demonstrate the best service techniques for them
- Competent in Microsoft Office, PeopleSoft, and all internal service / sales / rental programs
- Employee data management, payroll, and benefits administration
- Safety is key – schedule and implement team safety meetings weekly and all zone safety meetings quarterly
- OSHA 10hr certification
Service Manager
MH Equipment
Charleston, WV
10.2014 - 11.2022
- Achieved Elite Service Manager Certification.
- Gained expertise in parts department operations.
- Conducted assessments of lift truck operation.
- Evaluate technicians annually on performance for compensation increases.
- Managed customer interactions to meet all service requirements and avoid issues.
- Engaged with dissatisfied clients, employing effective service and communication techniques.
- Oversaw rental inventory and managed active contracts.
- Developed and managed a customer and asset database.
- Managed detailed customer equipment records and monitored service intervals.
- Employed Microsoft Office and internal inventory/service programs.
- Coordinated daily technician appointments strategically to minimize fuel costs and maximize revenue.
- Facilitated weekly safety meetings with technicians.
- Earned Maintenance Technician certification.
Assistant Store Manager
Lowe's Home Improvement
Nitro, WV
05.1999 - 10.2014
- Anticipating customer flow and work demand and redirecting efforts and schedules to ensure proper coverage when and where needed
- Conducting safety walks, monitoring use of store power equipment, and coaching associates around safe work practices
- Managed outside sales team for exterior projects / installs
- Managed rental program
- Planning for spikes in sales and ensuring the store has the in-stock position to support the demand
- Implemented a new inventory system that reduced discrepancies by 20%
- Managed 10 department supervisors and oversaw up to 200 employees at any given time
- Provided full leadership over the entire store
- Reviewed profit and loss statements
- Conduct / lead manager meetings weekly
- Monitored in-stock positions on merchandise
- Managed the delivery and install teams to ensure customer satisfaction stayed high
- Opened and closed the store
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Monitored progress by establishing plans, budgets and measuring results.
Education
College of Education - Secondary Education Science 5-12
Marshall University
Huntington, WV09.2001
High school diploma -
Poca High School
Poca, WV06.1996
Skills
- Excellent Communication
- Commitment to Safety
- Team Management
- Project Management
- Warranty Administration
- Teaching / Mentoring
- Administrative Experience
- Interviewing
- Excellent Time Management
- Microsoft Applications
- Data Entry / Tracking
- Commitment to Teamwork
- Human Resources / Hiring / Training
- Office Management
- Curriculum Development
- Tutoring
- Problem / Conflict Solving
Certification
- Lift Truck Trainer Certification, Continuous
- Lift Truck Operator Certification, Continuous
- OSHA 10hr Certification, Continuous
- Elite Service Manager Certification, 02/01/20, Present
- Driver's License, Valid
- Certified Maintenance Technician, 11/01/19, Present
- CERTECH Certification Program
- Assistant Store Manager Program, 03/01/04
Timeline
Branch / Field Service Manager
Crown Equipment Corporation
11.2022 - Current
Service Manager
MH Equipment
10.2014 - 11.2022
Assistant Store Manager
Lowe's Home Improvement
05.1999 - 10.2014
College of Education - Secondary Education Science 5-12
Marshall University
High school diploma -
Poca High School
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