VINCENT HICKS
TAMPA,FL
Summary
Accomplished leader with expertise in fire protection services at Johnson Controls Fire Protection. Enhanced operational efficiency by implementing process improvements and mentoring teams. Skilled in customer service management and technical troubleshooting, fostering client loyalty and satisfaction. Proven track record in reducing response times and increasing revenue through strategic upselling and relationship building.
Seasoned Service Manager bringing over 30 years of fire sprinkler experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
31
31
years of professional experience
Work History
Sprinkler Service Manager
Johnson Controls Fire Protection
10.2003 - Current
- Supervised daily operations of fire protection services, ensuring compliance with safety regulations and standards.
- Led a team of technicians, providing mentorship and fostering professional development to enhance service delivery.
- Developed and implemented process improvements that increased operational efficiency and reduced response times.
- Coordinated training programs for staff on new fire safety technologies, enhancing team skill sets and service quality.
- Managed customer relationships, resolving issues promptly to maintain high satisfaction levels and loyalty.
- Analyzed service reports to identify trends, driving strategic decisions that improved overall performance metrics.
- Oversaw inventory management systems, ensuring availability of critical equipment for timely service execution.
- 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.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed detailed plans based on broad guidance and direction.
- Analyzed service reports to identify areas of improvement.
Fire Sprinkler Foreman
Brown Automatic Sprinklers
06.1994 - 10.2003
- Supervised installation and maintenance of fire sprinkler systems, ensuring compliance with safety regulations.
- Trained and mentored junior staff on technical skills and safety protocols.
- Conducted regular inspections to assess system functionality and identify necessary repairs.
- Collaborated with project managers to develop efficient project timelines and workflows.
- Implemented quality control measures to enhance system reliability and performance.
- Reviewed blueprints and specifications to ensure accurate system design and installation methodologies.
- Developed strong relationships with suppliers, ensuring timely deliveries of required materials for smooth project execution.
- Demonstrated commitment to safety protocols, resulting in zero accidents or incidents throughout multiple projects over several years.
- Managed inventory levels effectively to ensure availability of materials for all ongoing projects without delays or complications.
- Established a reputation for punctuality and reliability by consistently meeting deadlines within budget constraints.
- Reduced the risk of property damage by conducting regular inspections and maintenance on fire sprinkler systems.
- Streamlined project completion times by coordinating closely with other construction teams and stakeholders.
- Collaborated with architects, engineers, contractors, and building owners to develop efficient solutions that met individual project needs while adhering to applicable codes and regulations.
- Maximized system performance with thorough testing and calibration procedures during installation and routine checkups.
- Ensured adherence to industry regulations by maintaining up-to-date knowledge on codes and standards for fire sprinkler installations.
- Scheduled and oversaw maintenance, repair and installation activities.
- Created and maintained daily and weekly reports for upper management.
- Utilized proper tools and materials to adhere to safety guidelines.
- Supervised team of installers and mechanics to complete work on time and to company standards.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
- Reviewed and studied blueprints to double-check installation and implementation project requirements.
Education
High School Diploma -
Dougherty High School
Albany, GaBusiness Administration And Management
Albany State University
Albany, GAMusic Business
Art Institute of Fort Lauderdale
Fort Lauderdale, FLSkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Trustworthy and honest
- Crew leadership
- Office administration
- Employee supervision
- New employee hiring
- Policy and procedure enforcement
- Estimating and quoting
- Technical troubleshooting
- Cost estimates
- Project management
- Analytical thinking
- Flexible schedule
- Supply ordering
- Upselling
- Heavy equipment operation
- Forecasting
Timeline
Sprinkler Service Manager
Johnson Controls Fire Protection
10.2003 - Current
Fire Sprinkler Foreman
Brown Automatic Sprinklers
06.1994 - 10.2003
High School Diploma -
Dougherty High School
Business Administration And Management
Albany State University
Music Business
Art Institute of Fort Lauderdale