Summary
Overview
Work History
Education
Skills
Quote
Timeline
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KEN DAVIES

KEN DAVIES

Field Service Manager - Project Manager
St. Catharines,Ontario

Summary

An innovative Field Service Manager successful in building and motivating dynamic teams. Known for overseeing operations with strong attention to detail. Skilled in growing profitable business relationships by promoting a positive company culture in which team members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.

Overview

15
15
years of professional experience

Work History

Field Service Manager

Vixxo
Edmonton, ALBERTA
04.2016 - 05.2020
  • Subject Matter Expert (SME) for Remodels, capital replacements, and new program roll outs.
  • Worked closely with Senior Facilities Director of 7-Eleven stores and decision makers to ensure clear communications with retail store owners.
  • Managed project budgets nd time lines; Anticipated and resolved project road blocks.
  • Spearheaded process improvement initiatives to reduce service costs from 10-15%
  • Analyzed key metrics, developed reports, and KPI's for 7-Eleven Retail Chain locations.
  • Managed SLA's and worked with decision makers to provide effective and proactive communication to store managers and staff.
  • Reviewed scope of work and pricing, negotiated rates and costs as necessary with a focus on store maintenance cost reduction.
  • Built strong relationships with client's site management to reinforce company commitment, more effectively anticipate site needs, proactively identify emergent issues and perform on-site asset evaluations and surveys.
  • Strong knowledge of building HVAC, auto automation, life safety/fire protection systems, energy operations, ETC.
  • Technical expertise in fields: Construction, refrigeration, fast food equipment, electronics, utility management.
  • Assessed operational needs and equipment availability for large projects and renovations.
  • Authorized technicians, equipment replacements and repairs for 7-Eleven retail stores while declaring system outages and rerouting staff for timely service completion.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Supervised site investigations, reported issues and escalated those that required further assistance.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Maintained financial accuracy, approved purchase orders over $25,000.
  • Prepared quotes for new products and services and composed budgets.
  • Launched quality assurance practices for each phase of development.
  • Conducted supplier risk evaluations and assisted retail chain with regulatory inspections.

Team Lead

First Service Networks
Vancouver, BC
02.2015 - 04.2016
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Established open and professional relationships with team members to achieve quick resolutions for emerging issues.
  • Participated in cross-functional team-building activities.
  • Directed and supervised team of 25 service support representatives engaged in maintenance calls and CSR development.
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics.
  • Minimised resource and time losses by addressing employee or production issue directly and implementing timely solutions.

Technical Service Coordinator

Life Sciences High Technology, Vaisala Canada Inc
Richmond, BC
07.2010 - 10.2013
  • Successfully transitioned company in-house software to new Oracle interface; Performed testing and calibration measurements.
  • Coordinated shipping, data services and delivery time lines to optimize device calibration.
  • Streamlined production processes; Collaborated with various departments to maintain consistent delivery standards.
  • Received products and entered data for monitoring controlled environments; Temperature, relative humidity, analyzed and monitored various metrics.
  • Improved success of technical team in handling support requirements by enhancing workflows and optimizing SOPs.
  • Managed projects, ticketing and CRM tracking to document support and control workflows.
  • Oversaw testing of equipment and components to check for defects.
  • Managed implementation of new technological improvements resulting in increased efficiency.

Customer Service and Sales

TELUS Communications
Burnaby, BC
08.2003 - 02.2010
  • Provided business and residential support services across Canada; Promoted internet, up-sold residential products and account services.
  • Troubleshot client technical and product issues; Executed prompt resolution to account and billing escalations.
  • Worked on cross-functional team projects.
  • Assisted with new employee on-boarding and training; Trained and supervised new hires.
  • Business help desk specialist; Provided hands on technical support for new hires.
  • Developed technical and mechanical proficiency to assist customers and field staff with service issues.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

OCD -College Diploma -

Sheridan College
Toronto

Bachelor of Arts - Visual And Creative Arts

Niagara College of Applied Arts And Technology
Welland, ON

3D Character Animation - Media Arts

Vancouver Institute of Media Arts
Vancouver, BC
06.2015

Skills

  • Successful Team-Building
  • Motivational Leadership
  • Project Management
  • Profit and Loss Reporting
  • Process Integration
  • Vendor Sourcing and Negotiations
  • Multi-Operations Management
  • Managing Operations and Efficiency
  • Microsoft PowerPoint
  • Complex problem-solving
  • Strategic Solutions Provider

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Field Service Manager

Vixxo
04.2016 - 05.2020

Team Lead

First Service Networks
02.2015 - 04.2016

Technical Service Coordinator

Life Sciences High Technology, Vaisala Canada Inc
07.2010 - 10.2013

Customer Service and Sales

TELUS Communications
08.2003 - 02.2010

OCD -College Diploma -

Sheridan College

Bachelor of Arts - Visual And Creative Arts

Niagara College of Applied Arts And Technology

3D Character Animation - Media Arts

Vancouver Institute of Media Arts

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KEN DAVIESField Service Manager - Project Manager