Customer relationship management is the top priority in building a solid customer base for lifetime value; there can be no substitute for understanding this correctly. Failure to recognize this will ruin any service department; the company's reputation is at stake.
John S Hyde
This opportunity provides the chance to use my talents and gifts to realize your goals. I have Twenty plus years in facility management, home construction, and customer service. I understand the needs of clients, retaining satisfied customers, saving the company money, and building its reputation.
It takes a talent for conflict resolution and negotiation to achieve success; building solid, positive relationships with office and on site staff, expediting bid approvals, work authorizations, accurate documentation, scheduling and supervising in a high pressure environment with performance dead lines; hard work and dedication comes naturally. You can expect that “what it takes to get things done†attitude.
Summary of Qualifications
• Proven Facilities Service Manager, with over 20 years of experience resolving issues for commercial clients, and home ownership issues for custom home builder.
• Skilled mediator reconciles differences and potential conflicts.
• Finds solutions to complex issues, able to break down seemingly impossible tasks into manageable projects.
• Relationship builder, able to develop customer loyalty with his “can-do†attitude and diligent follow through.
Professional Experience
Service Manager
1986-2008
Airhart Construction
West Chicago, IL
Established direct relationships with customers and subcontractors of large, custom builder in order to facilitate the resolution of warranty concerns for over 100 homeowners annually; including final walk through, one month, and one year milestones. Analyzed and determined solutions to long term problems as well as urgent and emergent issues. Supervised project development including coordinating warranty service calls with subcontractors as needed and administrative follow through. Mediated inconsistencies and discrepancies with production managers, sales staff, and accounting departments for clients.
• . Facilities management of over two hundred thousand square foot commercial office space. Supervising build outs and remodel projects and overseeing daily repairs, supervising, scheduling all grounds and maintenance issues, working with architectural specifications and building codes
• Established company programs implementing tracking, documentation and execution procedures, reducing response time, expediting work orders and service requests resulting in higher customer satisfaction rating, with verifiable result from market research surveys
• Program development: establishing client relationships through regularly scheduled walk through, annual inspections, fire and safety and code enforcement hands on involvement, immediate response and twenty four hour on call service initiative.
• Reduced outsourcing costs for Airhart Construction by meticulously following up on customer complaints, utilizing warranty services when appropriate to minimize costs absorbed by the company.
• Prevented a class action suit by identifying major manufacturing flaw in product. Personally followed up with supplier and manufacturing representative. Convinced manufacturer to assume 100% costs to remediate problem, saving company millions of dollars.
• Mediated with disgruntled customers after a product was found to be flawed. Through negotiation, relationship management, and advocacy for company with manufacturing representatives and customers, was able to minimize costs to company for remediation.
• Out of warranty product failure: negotiated product manufacturer assuming 1/3 of costs, homeowners assuming 1/3 and Airhart Construction assuming 1/3 of post warranty product replacement saving the company $200,000.00
• Maintaining hard line stance on window manufacturer seal failure policy resulting in warranty extension and no charge replacements for homeowners reducing installation costs
• Evaluated and recommended new products. Oversaw installation and established protocol for use of new products
• Ensured top quality workmanship by direct supervision of employees and subcontractors, continuous quality assurance practices, inspecting, assessments, improvements to procedures and products, by limiting defects in materials and workmanship
• Directly involved with architects and estimators, reviewing plans and product requirements: constantly implementing changes to improve products, eliminating annoying user conflicts created by poor locations and inconveniences of appliance, switch, outlet, door swings
• Supervising and scheduling of employees and subcontractor work authorizations and appointments; reducing conflicts and dissonance creating a positive, productive, and profitable position; effectively securing for the company a lifetime value market.
Skills Acquired prior to 1986
• Successfully supervising warehouse operations, inventory control, shipping and receiving, scheduling service personnel, overseeing inside sales team and installers.
• High performance window manufacturers line foreman, supervising twenty plus crew members, time studies, oversight of deliveries and union installation crews, inspection and service of high rise window installations, enforcing company policies,
OSHA safety regulations and performance bond dead lines.
NukeJobs is a nuclear jobs board that provides nuclear job seekers access to international directories of Nuclear Employers, Nuclear Resumes and Nuclear Jobs such as Nuclear Engineer Jobs, Nuclear Construction Jobs, Nuclear Power Plant Jobs, Nuclear Medicine Jobs, Nuclear Pharmacy Jobs, Nuclear Security Jobs, Nuclear Physics Jobs, Nuclear Reactor Jobs, Nuclear Material Jobs, Nuclear Safety Jobs, and Nuclear Waste Jobs.