Objective
Obtain a Tampa Bay area position in the marine industry utilizing my 20+ years Customer Service Coordinator Manager experience.
Experience
Service Coordinator, R.P. M. Diesel Engine Services, Ft. Lauderdale, FL 1998 -- Present
• Implemented and manage a program to develop new customer base and maintain ongoing relationships with existing customers for a service business with an annual billing of $4.5M. Approximately 80% of customer base are repeats and many times customers ask for me personally. Customers range from the South Florida area to locations worldwide.
• Meet with and serve as the key point of contact with customers before, during and after work has been completed to assure thorough understanding of work content, related costs and time required to complete maintenance/repairs.
• Work directly with customers as well as RPM sales, parts & management personnel to identify and schedule appropriate service by use of problem research, root cause analysis and triage methodologies.
• Daily, weekly & monthly scheduling and management of up to 22 highly skilled service technicians in the delivery of customer service with goal oriented metrics that include response time, quality and profit targets. Many of the yachts serviced are on very tight charter schedules and if delayed will suffer major revenue losses.
• Supervise service technicians and assign jobs based on their specific capabilities. Work with each individual technician to assess and develop their capabilities with focus on keeping their skill set current as technology evolves. The annual service department budget is $3.5M.
• Work directly with administrative personnel to ensure time cards, mileage, expenses and service reports are provided in a timely and high quality basis by technicians to allow for work orders to be processed and closed within 5 days from date of last labor. Currently closing approximately 90% of jobs within forecasted time frame.
• Review all service reports to ensure acceptable completion of services in a timely and high quality manner. Schedule periodic, random follow up audits on services via an independent research firm to ensure a high level of customer satisfaction. Since audit inception, RPM has scored 99% to 100% on each audit.
Service Technician, R.P. M. Diesel Engine Services, Ft. Lauderdale, FL 1997 -- 1998
• Factory trained and certified MTU Detroit Diesel Elite Craftsman.
• Performed on site marine engine troubleshooting, repair and service estimates for mega yachts at domestic and international locations. Included performance of sea trials for estimation purposes.
• Performed on site yacht repairs at domestic and international locations within specific time and budget constraints. Completed approximately 90% of all jobs on time and within budget.
• Performed sea trials to confirm completion of required work, customer satisfaction and to set warranty according to strict factory specifications.
• Specified and ordered parts needed for individual repairs using ADP parts inventory system.
• Travelled internationally 10% to 15% to support on site repairs.
Service Technician, Clymer Diesel, Ft. Lauderdale, FL 1980 -- 1997
• Factory trained and certified MTU Detroit Diesel Master Craftsman
• Performed repair and maintenance of trucks, construction equipment, stand-by generators and marine engines.
• Completed on site repair, maintenance and overhauls of up to 200ft yacht engines at domestic and international locations.
• Travelled internationally 10% to 15% to support on site repairs.
Education
Certification
Education:
• 1980 – Present – MTU/DDC Elite Craftsman. 15 Factory Accredited schools completed.
• 1973 – Graduated Oakwood High School, Canton, Ohio.
• Microsoft Office literate (Word, Excel, PowerPoint)
Skils
• Daily, weekly & monthly scheduling and management of up to 22 highly skilled service technicians in the delivery of customer service with goal oriented metrics that include response time, quality and profit targets. Many of the yachts serviced are on very tight charter schedules and if delayed will suffer major revenue losses.
• Supervise service technicians and assign jobs based on their specific capabilities. Work with each individual technician to assess and develop their capabilities with focus on keeping their skill set current as technology evolves. The annual service department budget is $3.5M.
• Work directly with administrative personnel to ensure time cards, mileage, expenses and service reports are provided in a timely and high quality basis by technicians to allow for work orders to be processed and closed within 5 days from date of last labor. Currently closing approximately 90% of jobs within forecasted time frame.
• Review all service reports to ensure acceptable completion of services in a timely and high quality manner. Schedule periodic, random follow up audits on services via an independent research firm to ensure a high level of customer satisfaction. Since audit inception, RPM has scored 99% to 100% on each audit.
Transportation Worker Identification Credential (TWIC™) cleared. This clearance requires a Department of Homeland Security background check for issuance. These credentials allow the cleared person unescorted access to secure areas of Maritime Transportation Security Act (MTSA) regulated facilities and vessels. My credentials expire 2014.