William Timothy Munger
Vinemont,AL
Overview
14
14
years of professional experience
Work History
HVAC Field Installation and Operations Supervisor
Airtron Heating and Air Conditioning
Columbus, OH
09.2023 - Current
- Lead top-performing HVAC installation teams and guide in streamlining daily operations for seamless execution of ductwork installation, rough-in, trim-out, and equipment servicing for residential projects.
- Implement and monitor quality control measures to ensure all installations comply with company policies, industry standards, and regulatory requirements.
- Communicate effectively with clients to address concerns, provide updates, and ensure customer satisfaction throughout the installation process.
- Enforce safety protocols and conduct regular inspections to maintain a safe working environment for all team members.
- Strengthened long-term partnerships and drove customer satisfaction in close collaboration with national home builders, aimed at delivering high-quality, code-compliant HVAC installations.
- Modernized workflow efficiency and resolve complex installation challenges by delivering expert technical guidance and on-site support.
- Maintained superior service standards with a keen focus on enhancing contractor relationships and ensuring projects met stringent quality and compliance benchmarks.
Virtual General Technician
Frontdoor/AHS, Inc
Memphis, TN
02.2023 - 09.2023
- Delivered expert virtual support to American Home Shield members in diagnosing and troubleshooting HVAC, appliance, electrical, plumbing, and general home repair issues remotely.
- Coordinated service appointments with field technicians and vendors to ensure timely and efficient on-site issue resolution.
- Maintained detailed records of customer interactions, service requests, and troubleshooting steps to improve support accuracy and efficiency.
- Trained new technicians on virtual troubleshooting techniques and best practices to ensure consistent, high-quality support across the team.
- Minimized the need for in-home visits and amplified customer satisfaction by leveraging an advanced STREEM technology for seamless real-time assistance.
- Led the launch of a DIY homeowner support app by offering step-by-step guidance for HVAC, plumbing, electrical, and general home repairs.
- Rationalized processes to accelerate the overall customer experience by developing and executing new virtual support strategies.
Regional Technical Service Manager
East Coast Metal Distributors, Inc
Huntsville, AL
02.2016 - 02.2023
- Evaluated service data to pinpoint trends, optimize workflows, and enhance operational efficiency.
- Engineered and delivered comprehensive technical training programs to elevate team expertise and standardize service excellence.
- Administered technical service budgets and resources to maximize cost efficiency while upholding high service standards.
- Monitored industry trends and emerging technologies to position the company as a leader in technical service and innovation.
- Cultivated strong contractor relationships by delivering top-tier support, fostering loyalty, and accelerating repeat business.
- Spearheaded technical operations across 18 branch locations, driving superior customer sales, service, and satisfaction through on-site investigations and expert technical support.
- Diagnosed and resolved complex HVAC/R issues, enhancing installation accuracy and optimizing system performance.
- Integrated advanced technology platforms, like Salesforce, MS Teams, Zoom, MSO 365, and Zendesk to streamline communication and service coordination.
- Utilized specialized software to conduct detailed HVAC sheet metal take-offs, ensuring precision in quoting and production.
HVAC Service Support Specialist
Goodman Manufacturing Company L.P.
Fayetteville, TN
03.2014 - 02.2016
- Spearheaded advanced technical support for Goodman, Daikin, and Amana HVAC/R systems by diagnosing complex issues and orchestrating swift resolutions for technicians and professionals.
- Engineered and executed comprehensive training programs, accelerating onboarding for new employees and reinforcing compliance with policies, call documentation, and system navigation.
- Deciphered technical service data to uncover patterns, formulate strategic interventions, and eradicate recurring operational inefficiencies.
- Cultivated technician, contractor, and end-user relationships through proactive engagement and strategic communication, enhancing customer loyalty and retention.
- Commanded high-volume remote support operations, delivering rapid, precision-driven solutions that maximized technician efficiency and eliminated service delays.
- Delivered technical guidance, resulting in slashing equipment downtime and optimizing HVAC system performance for maximum reliability.
- Forged cross-functional alliances to revamp technical support frameworks, solidifying service consistency and amplifying operational efficiency.
DFS B2B Technical Service Support Agent
LG Electronics
Huntsville, AL
03.2012 - 02.2014
- Diagnosed and resolved complex technical issues for LG DFS and VRF heat pump and cooling systems, guiding homeowners, technicians, and industry professionals through troubleshooting, installation, and maintenance.
- Directed real-time technical assistance via a centralized call center, minimizing system downtime and ensuring precise problem resolution.
- Enabled service documentation processes by managing call records, data entry, and service logs to enhance operational / technical performance.
- Developed and refined service manuals, installation guides, and diagnostic procedures, elevating troubleshooting accuracy and streamlining technician training.
- Orchestrated system sizing, sales support, service agreements, and extended warranty coordination, delivering seamless customer experiences and reinforcing service continuity.
Senior HVAC/R Technician & Bid Coordinator
Richard Electric Company Inc
Cullman, AL
- Managed HVAC/R installation, repair, sales, and service contracts for residential and commercial systems.
- Specialized in load calculations, airflow optimization, and equipment take-offs.
- Provided expert service on major HVAC brands and trained technicians through manufacturer-led courses.
Timeline
HVAC Field Installation and Operations Supervisor
Airtron Heating and Air Conditioning
09.2023 - Current
Virtual General Technician
Frontdoor/AHS, Inc
02.2023 - 09.2023
Regional Technical Service Manager
East Coast Metal Distributors, Inc
02.2016 - 02.2023
HVAC Service Support Specialist
Goodman Manufacturing Company L.P.
03.2014 - 02.2016
DFS B2B Technical Service Support Agent
LG Electronics
03.2012 - 02.2014
Senior HVAC/R Technician & Bid Coordinator
Richard Electric Company Inc
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