• Showcased adaptability and leadership by reporting directly to the President/CEO and managing the daily operations of 5 organizational departments, ensuring smooth and efficient functioning.• Improved operational efficiency by monitoring departmental KPIs based on established processes, and developed procedures to support the company’s significant growth, resulting in enhanced performance metrics. • Handled escalations for both external customers and internal customers, with the appropriate Regional Managers as needed, to ensure consistent customer satisfaction at all times.• Onboarded a new central management system to bring the operations for all departments into one system. • Made decisions on personnel needs, vehicles, offices, inventory, and more based on forecasting.• Implemented cost savings initiatives throughout the organization, including reductions on shipping costs, office phone system costs, instituting a fleet account for maintenance & small repairs on company vehicles, and more.

• Provided leadership to the Service, Projects, Training, Parts, and HR Departments and facilitated efficient communication between departments to provide superior customer service as an organization.• Created and developed processes and procedures, and tracking tools for all 5 departments.• Develop and encourage a culture of superior customer service throughout the organization.• Anticipated upcoming needs based on the growth of our customer base and our service offerings. Developed new positions for the company, and work closely with our HR Department on filling needed positions.• Created an internal monthly company newsletter, and assist with development of marketing tools for the company.

• Dispatched Service Technicians throughout NYS, while regularly communicating with the entire service team, as well as our customers on the status of all open service calls that were tracked in two web portals.• Coordinated all newly approved projects, from ordering equipment and staging it as it is delivered, to scheduling installation work with the Project team and subcontractors, ensuring efficient installations for our customers.• Updated daily, weekly, and monthly reporting of service calls and projects for billing and trend-tracking purposes. • Administrative responsibilities included answering a multi-line phone system, managing employee wireless cell phone service, booking travel arrangements, and general office and warehouse duties.

Primary Responsibilities: • Administration of new and renewal maintenance agreements • Maintain special order materials for applicable clients Additional Responsibilities: • Receiving & processing service requests (entering service calls, gen. questions) • Supporting dedicated sales staff (account info, contract processing, etc.) • Supporting field technicians (purchase orders, work orders, etc.)

• Process customer service issues from initiation through completion, corresponding regularly with all regional service personnel, and tracking pertinent information in internal software system. • Support the Project Management and Sales teams in coordinating equipment deliveries and work schedules.• Dispatch Service Technicians throughout New York and Pennsylvania, working with Regional Service Managers and the Director of Service and Installation.• Assist the Purchasing Department on research, daily shipping/receiving of small and freight items, creating and processing purchase orders, and tracking inventory.• Process service work order paperwork, including all labor and equipment pricing, to prepare for final invoicing.• Administrative responsibilities include answering a multi-line phone system, managing employee wireless cell phone service, and general office and warehouse duties.