Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

James Scott

Burlison

Summary

Dynamic Service Manager with a proven track record at MHC, excelling in team leadership and customer service. Enhanced operational efficiency through continuous improvement initiatives and effective inventory management. Recognized for resolving escalated complaints and fostering a positive workplace culture, ensuring high-quality service delivery and client satisfaction.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Service Manager

MHC
01.2021 - Current
  • 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.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • 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.
  • 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.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Negotiated with vendors to secure best prices for parts and supplies.

Service Foreman

MHC
03.2014 - 01.2021
  • Enhanced client trust by implementing transparent invoicing policies detailing labor charges and parts costs accurately.
  • Strengthened employee morale through open communication channels, creating an inclusive workplace culture that valued individual contributions.
  • Led continuous improvement initiatives within the service department, identifying opportunities for process enhancements that increased overall efficiency.
  • Enhanced team productivity by providing ongoing coaching, guidance, and support to service technicians.
  • Reduced equipment downtime with proactive preventive maintenance programs and routine inspections.
  • Collaborated with other departments to improve overall operational efficiency and customer satisfaction levels.
  • Maintained a safe working environment for all team members through consistent enforcement of safety protocols and regular training sessions.
  • Optimized inventory management by accurately tracking parts usage, ordering necessary supplies, and minimizing waste.
  • Coordinated emergency response efforts during critical incidents, directing resources as needed to prioritize safety while minimizing disruption to operations.
  • Created and maintained daily and weekly reports for upper management.
  • Scheduled and oversaw maintenance, repair and installation activities.
  • 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.
  • Managed efficient teams of up to ten employees.
  • Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.

Service Technician

MHC
08.2011 - 03.2014
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
  • Increased customer satisfaction by providing timely and efficient service for various technical issues.
  • Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
  • Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
  • Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
  • Minimized return service calls, ensuring thorough and accurate service on first visit.
  • Upgraded systems to latest technologies, ensuring clients' equipment operated at peak efficiency.

Education

Diploma in Diesel Technology With Equipment Maint - Mechanical

Lincoln Tech
Nashville, TN
09-2010

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Customer service
  • Critical thinking
  • Time management
  • Goal oriented
  • Workflow management
  • Employee training and development
  • Reliable and responsible
  • Workplace safety
  • Technical troubleshooting
  • Inventory management
  • Continuous improvement
  • Cost estimates
  • Service and parts teams management
  • Welding
  • Electrical diagnosis
  • Machine maintenence

Certification

ASE Master Certified professional technician.


section 609 refrigerant certification.


Multiple medium and heavy duty truck system certifications

Timeline

Service Manager

MHC
01.2021 - Current

Service Foreman

MHC
03.2014 - 01.2021

Service Technician

MHC
08.2011 - 03.2014

Diploma in Diesel Technology With Equipment Maint - Mechanical

Lincoln Tech

Similar Profiles

CREATE PROFILE
James Scott