William Harris
Houston,TX
Summary
I am currently looking for a full time position in an environment that offers a greater challenge, increased benefits for my family, and the opportunity to help the company advance efficiently and productively. Hardworking Field Service Manager with 9-years of leading teams experience. Collaborates across all levels of company to execute strategic plans and achieve company goals. Confident and personable with excellent communication skills.
Overview
11
11
years of professional experience
Work History
Field Service Manager
Vivint
07.2016 - 05.2024
- Was responsible for the day-to-day planning and management of field activities
- Hiring, training, and motivating as well as oversee the scheduling and training of field service representatives
- Assigning territories, schedules, and appropriate supplies and equipment to staff members
- Evaluating representatives by traveling to customer sites and evaluate field representatives
- Generated reports that highlighted the strengths and weaknesses of each field representative, and help employees to improve
- Developing methods, guidelines and policies to facilitate efficient service delivery
- Managed field operations including the service department's personnel, workload, overtime, and labor resource planning
- Oversaw team performance ensuring that customers are happy with the work done
- Customer satisfaction and relationship management were apart of daily task
- Addressed customer enquiries, resolve issues, and obtain customer feedback proactively
- Maintained positive and healthy relationships with various teams to ensure customer service effectiveness
- Collected and analyze data for decision-making that will help the customer as well as the company
- Some main job descriptions meant setting goals, providing guidance, and helping to foster an environment where the team could thrive and excel in their respective positions
- Was responsible for recruiting and training technicians, making sure they have the skills and tools necessary to do their jobs effectively
- Handled performance reviews, addressed personnel issues, and continuously motivated team to deliver their best
- Effective leadership required delicate blend of empathy, decisiveness, and the ability to communicate effectively
- Day-to-day operational tasks were vast, which included scheduling and dispatching technicians, and ensuring they're at the right place at the right time with the right tools
- Oversaw work orders, managed inventory, and ensured that each job was done efficiently and effectively
- A big part of the job was problem-solving, so when a technician encountered an issue they can't solve, was the go-to person, which meant having a deep understanding of the services and products the company offered
- Was the point of contact for clients, handling complaints and queries, and sometimes negotiating contracts
- Every customer interaction was treated with the ultimate respect as it's effect was viewed to impact positively for the company, which demanded a customer-first attitude, patience, and strong communication skills.
Field Service Technician
Vivint
08.2014 - 07.2016
- Learn the ins and outs of equipment to accurately answer questions and adequately serve customers
- Provide customers with tools and training to successfully operate their equipment
- Become an expert in identifying and diagnosing equipment issues
- Work seamlessly and cohesively with customer service representatives, logistics coordinators, and other members of the team
- Resolve all customer complaints and repair or replace malfunctioning equipment
- Leave customers feeling satisfied and confident in their equipment at the end of each visit.
Service Representative
Lincare
01.2013 - 05.2014
- Must perform equipment setups specifically concentrators, reservoirs, beds, etc
- In a professional, safe, and timely manner
- This equipment is placed in apartments, private homes, clinics, hospitals, nursing homes and other areas where people with respiratory problems are treated
- Complete equipment orientation check list for new equipment and other necessary paperwork as required for new patient setup
- Instructing patient in the safe and proper use of equipment
- Make oxygen deliveries and equipment checks on a daily route as determined by patient base and Lincare routing system
- Delivery includes refilling reservoirs with liquid oxygen from a van mounted tank
- Perform minor equipment repairs and preventive maintenance on equipment both in the home and at the center
- For equipment repairs requiring other than minor repair work equipment is to be packaged for shipment to the repair center
- Maintain company vehicle in clean and orderly manner
- Make daily inspections and complete proper paperwork
- Maintain established preventative maintenance schedule
- Clean rental equipment when returned to the center in accordance with Lincare policies and procedures
- Work as on-call service representative evenings and weekends on an as scheduled basis
- Frequency is determined by the center size and the number of employees available to share in the responsibility
- Must respond in a timely manner and record information on Service Call Report.
Education
Bachelor of Science in Criminal Justice -
Southeast Missouri State University
Cape Girardeau, MO05.2003
Skills
- Class E License
- Analysis skills
- Benefits administration
- Sales
- Customer service
- Negotiation
Additional Information
Computer Skills: Microsoft Word, Access, PowerPoint, Excel, Publisher, Internet research and navigation, Visual Basic, C++, XP
COMMUNITY AND EXTRACURRICULAR ACTIVITIES
Alpha Omega Theta Christian Fraternity, Inc., 2005-Present (Vice-President)
Intramural Sports, 1997-Present
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Field Service Manager
Vivint
07.2016 - 05.2024
Field Service Technician
Vivint
08.2014 - 07.2016
Service Representative
Lincare
01.2013 - 05.2014
Bachelor of Science in Criminal Justice -
Southeast Missouri State University
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