• Managed service operations, assembling and approving quotes, and ensuring customer retention through strategic communication focused on customer-centric strategies.• Led the implementation of warranty policy enhancements, achieving a 40% reduction in returned claims caused by incomplete information.• Implemented process improvements that reduced billing cycle time by 15%.• Accountable for the profit and loss management of the service department, conducting regular KPI analysis, to consistently meet or exceed monthly budget targets.

• Managed parts procurement and inventory levels, to avoid unnecessary downtime.• Assisted technicians and customers with accurate parts sourcing, ensuring timely repairs.• Prepare and deliver precise sales orders and invoices to customers.• Input inventory data into the system and assign appropriate bin locations.

• Developed and implemented a job tracking program to enhance visibility into workload, job status, and technician availability, Subsequently expanding the program to all branch locations across Michigan.• Drive customer retention by maintaining consistent communication throughout the service process, from initiation to completion and follow-up.• Led technician development and training efforts to increase junior technician efficiency by 13%.• Oversaw safety and PM performance, achieving a 100% on time preventative maintained rate of rental fleet.• Assign work orders to technicians who possess the qualifications for the repairs, while maintaining opencommunication to proactively address any potential issues.

• Initiate service work orders for both internal and customer equipment.• Prepare invoices to customers (internal and external), ensuring alignment with quotes where applicable.• Maintain ongoing communication with customers concerning the status, cost, quotations for repairs.• Coordinate directly with service technicians to collect all pertinent information related to service work orders.

• Act as the primary supervisor for multiple departments, including Parts Specialists, Delivery Drivers, Warehouse Staff, and Gasket Factory personnel.•Plan and coordinate routes for installs, pickups, and deliveries to over 15 locations daily, distributing tasks among three delivery drivers.• Managed daily warehouse operations analyzing workload and making strategic decisions to ensure the seamless operation of day-to-day activities.

• Oversee supply chain management, including the procurement of parts in collaboration with manufacturers and vendors.• Implemented an inventory tracking software system to facilitate minimum and maximum levels, bin locations, cost and sale price management, and ABC analysis.•Put together upgrade quotations for walk-in refrigeration systems, including the selection of condensing units, evaporators, TXVs, and line sets.• Negotiated competitive pricing with vendors, saving the company 12% on parts cost.