Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Dean Langton

Grande Prairie,Alberta

Summary

At Douglas Lake Equipment Ltd., I spearheaded a team to elevate service quality, achieving a notable increase in customer satisfaction. My leadership, grounded in problem-solving and customer service management, drove revenue growth and fostered strong client relationships. Skilled in technical troubleshooting and team motivation, I consistently enhanced operational efficiency and safety standards.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

19
19
years of professional experience

Work History

Service Manager

Douglas Lake Equipment Ltd.
11.2005 - Current
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Monitored service staff performance and provided feedback for improvement.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Enhanced safety protocols for service operations, resulting in reduction in workplace accidents and ensuring compliance with regulatory standards.
  • Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
  • Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
  • Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
  • Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
  • Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
  • Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
  • Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
  • Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Launched quality assurance practices for each phase of development

Education

GED -

Alberta Education
Northwest Polytechnic
06-2016

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Customer service
  • Critical thinking
  • Reliable and responsible
  • Employee training and development
  • Customer service management
  • Time management
  • Conflict resolution
  • Goal oriented
  • Workflow management
  • Employee relations
  • Trustworthy and honest
  • Documentation and reporting
  • Workplace safety
  • Quality assurance
  • Crew leadership
  • Office administration
  • Outgoing and energetic
  • Employee supervision
  • Service scheduling
  • Service quality management
  • Staff management
  • Goal setting
  • Service documentation
  • Technical troubleshooting
  • Estimating and quoting
  • Inventory management
  • Continuous improvement
  • Risk management
  • Cost estimates
  • Service and parts teams management
  • Quality control
  • Coaching and mentoring
  • Rapport building
  • Technical support
  • Preventive Maintenance
  • Relationship building
  • Staff training and development
  • Mechanical diagnostics
  • Analytical thinking
  • Customer satisfaction measurement
  • Service delivery optimization
  • Staff supervision
  • Revenue generation
  • Performance evaluations
  • Upselling
  • Leadership development
  • Task delegation
  • Process implementation
  • After-sales support
  • Heavy equipment operation
  • Maintenance planning
  • Financial controls
  • Proficient in [software]
  • Establishing vision
  • Verbal and written communication
  • Vendor sourcing
  • Supply procurement
  • Waste control
  • Program follow-up and assessment

Languages

English
Full Professional

Timeline

Service Manager

Douglas Lake Equipment Ltd.
11.2005 - Current

GED -

Alberta Education

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Dean Langton