Craig Wills
Wasaga Beach,ON
Summary
Hardworking Field Service Manager with 11 years of experience. Collaborates across all levels of the company to execute strategic plans and achieve company goals. Confident and personable with excellent communication, engagement and interpersonal skills.
Overview
14
14
years of professional experience
Work History
National Services Manager
PeopleToGo Inc.
11.2019 - 03.2023
- Review monthly service performance metrics, including tech utilization, issues, trends, headcount, and SLA performance (and missed SLA root cause analysis) and provide recommendations.
- Ensure that technicians are equipped to run new service business.
- Identified requirements of any new business and trained FSTs to meet customer SLA expectations.
- Manage field escalations and provide resolution and trends.
- Track, record and close escalations within timely manner.
- Plan and maintain service network to meet forecasted business growth.
- Develop and maintain relationships with major contractors.
- Implement goals and metrics for maintaining and expanding subcontractor network (pool building).
- Work with operations team to meet forecasted business growth.
- Manage and organize FST schedules based on customer demand.
- Develop and maintain technician documentation (procedures, policies) for each contract.
- Recognize technician skill sets and work towards delivering to company metrics and provide training to meet requirements when necessary.
- Manage and carry out probation/annual employee review process for FSTs.
- Manage quarterly/annual reviews for significant sub-contractors.
- Responsible for hiring and/or disciplinary action of FSTs.
- Manage escalations, resolutions, and trends at Help Desk level.
- Managed a team of service professionals to ensure timely and effective resolution of customer issues.
- Developed training programs for technicians, resulting in improved efficiency and productivity.
- Conducted regular performance reviews for staff members, providing feedback and development opportunities to drive professional growth.
- Optimized scheduling processes for field technicians, increasing overall utilization rates and reducing downtime.
- Established performance metrics for the service department, driving continuous improvement initiatives.
- Streamlined internal communication processes, enhancing collaboration between departments and improving response times.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
Technical Service Representatives Supervisor
PeopleToGo Inc.
02.2014 - 05.2019
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Deliver service and support to technicians using documentation that outlines equipment installation and troubleshooting steps.
- Interact with technicians to provide and process information in response to inquiries, concerns, and requests about product serviced.
- Follow up and make scheduled callbacks to technicians where necessary.
- Diagnose and resolve technical hardware and software issues involving POS, peripherals & more.
- Research required information using available resources.
- Identify and escalate priority issues per Customers' specifications.
- Update tracking systems (i.e., ALERT) to accurately record service call information/updates.
- Assist Management in establishing key performance indicators (KPIs) to evaluate Technical Support effectiveness.
- Identifying and mitigating potential escalations from the field. Ensures all issues are escalated to management before reaching critical status.
- Creates & distributes correspondence relevant to the Technical Support Team (i.e., weekly Tech Support report)
- Ensure that all issues are escalated to management before reaching critical status.
- Update with system information, changes, and updates.
- Call bookings, call updates, call closing, and upload required RMA forms.
- Complete service calls within their geographical territory to maintain SLA and keep current on products installed.
- Be available to participate in after-hours standby schedule on a rotating basis.
- Maintain technical support manual for SCI/Canada Post as required.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Solicited customer feedback to identify and improve on areas of weakness.
- Boosted team performance by developing customer service training materials and conducting service training.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Developed and implemented customer service policies to enhance satisfaction.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Evaluated staff performance and provided coaching to address inefficiencies.
Territory Resource Coordinator
PeopleToGo Inc.
11.2012 - 02.2014
- Push calls in NBD Calls T bucket and Deployment Calls T bucket.
- Check for calls in Tech ID (bucket).
- Resolve escalation e-mails that come in after hours.
- Respond to call reassignment requests.
- View Technician to ensure calls are evenly dispatched.
- Ensure all calls in AS status are updated with 21/23 stop codes.
- Check for expired ETA's and/or SLA attainment.
- Review pre-scheduled calls, calls > 4 days after receiving the work order.
- Review and resolve aged calls, Outstanding Waybills, and outstanding parts per Technician.
- Review Call Performance Metrics for technicians to provide feedback as required.
- Enter bill and pay rates in weekly pay report.
- Fill Low Touch recruiting orders.
- Technician staffing, identify areas where techs are required.
- Review & maintain daily resumes received and maintain a master resume pool.
- Successfully managed tight deadlines by skillfully balancing limited timeframes against available human capital while still achieving quality results.
Field Technician
PeopleToGo Inc.
01.2009 - 11.2012
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Kept detailed records of field measurements and data.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Collaborated with other field technicians to resolve complex technical issues.
- Prepared and submitted reports to document work performed and provide progress updates to management.
- Assisted in training new hires on company protocol, increasing overall productivity within the department.
- Delivered high-quality work by diligently following standard operating procedures.
- Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed.
- Improved system performance by conducting regular maintenance and troubleshooting of equipment in the field.
- Enhanced customer satisfaction by providing efficient and timely technical support for various issues.
- Communicated with customers to provide updates, gather information and resolve issues.
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
- Exceeded client expectations with excellent communication skills, keeping them informed throughout the entire resolution process.
- Increased overall efficiency with thorough documentation of completed tasks, diagnostic results, and recommendations for improvements.
- Performed preventative maintenance tasks on schedule basis which resulted in increased lifespan of equipment.
- Cultivated strong client relationships by consistently delivering top-quality service in a professional manner.
- Maintained detailed inventory records for parts used during repairs, aiding efficient supply chain management.
- Collaborated with team members to complete complex installations, ensuring seamless integration with existing infrastructure.
- Enacted successful repairs by applying technical skills and operations knowledge.
- Coordinated effectively with other departments to ensure smooth completion of cross-functional projects.
- Continuously expanded skill set by pursuing relevant certifications and staying current on industry trends.
- Read and interpreted technical manuals and schematics to understand systems design and operations.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
Education
Bachelor of Science -
Guelph University
Guelph, ONSkills
- Team Leadership
- Customer service
- Communication
- Flexibility
- Dedicated
Timeline
National Services Manager
PeopleToGo Inc.
11.2019 - 03.2023
Technical Service Representatives Supervisor
PeopleToGo Inc.
02.2014 - 05.2019
Territory Resource Coordinator
PeopleToGo Inc.
11.2012 - 02.2014
Field Technician
PeopleToGo Inc.
01.2009 - 11.2012
Bachelor of Science -
Guelph University
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