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, TN09-2010
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