MATTHEW AMYOTTE
Ottawa,ON
Summary
Accomplished National Service Manager at Radiometer Canada Ltd, adept in training and mentoring, and operational efficiency. Spearheaded customer-centric initiatives, significantly enhancing service delivery and client satisfaction. Excelled in workforce planning and technical proficiency, driving revenue growth and team development. Demonstrated exceptional documentation and reporting skills, ensuring high-quality outcomes. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
National Service Manager
Radiometer Canada Ltd
03.2023 - Current
- Introduced standardized documentation practices, improving record-keeping accuracy and enabling data-driven decision making.
- Championed a customer-centric approach to service delivery, fostering strong relationships with clients and consistently exceeding their expectations.
- Managed a team of service professionals to ensure timely and effective resolution of customer issues.
- Collaborated with sales teams to identify upselling opportunities within existing client accounts, boosting revenue generation efforts.
- Conducted regular performance reviews for staff members, providing feedback and development opportunities to drive professional growth.
- Gathered valuable insights from clients through regular surveys and feedback mechanisms, informing future improvements in service delivery strategies.
- Established performance metrics for the service department, driving continuous improvement initiatives.
- Coordinated cross-functional teams to address complex client issues, facilitating efficient problem-solving efforts.
Service Team Lead
Radiometer Canada Ltd
07.2020 - 03.2023
- Served as the main point of contact for escalated customer issues, effectively resolving them while maintaining strong relationships with clients.
- Proactively identified potential process bottlenecks or inefficiencies within the department before they escalated into larger issues, implementing necessary adjustments and improvements as needed.
- Managed team budget by closely monitoring expenses, ensuring judicious spending on necessary resources without compromising the quality of services provided.
- Increased customer retention rates by consistently delivering exceptional service experiences, resulting in repeat business and referrals.
- Developed thorough training materials to ensure new employees were equipped with the necessary skills for success in their roles.
- Mentored team members to develop their skills and expertise in various aspects of service delivery, resulting in a more versatile and well-rounded workforce.
- Led weekly team meetings to discuss goals, review progress, address challenges, and celebrate successes together as a cohesive unit.
- Managed scheduling, ensuring optimal coverage during peak hours while also accommodating employee availability and preferences.
Senior Field Service Engineer
Radiometer Canada Ltd.
06.2018 - 07.2020
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Scheduled service calls according to customer location and urgency of need.
- Maintained tools and equipment, parts inventory, and library of machine manuals.
- Updated and maintained assigned machines per manufacturer specifications.
- Mentored junior engineers, fostering a collaborative learning environment that facilitated skill development and knowledge sharing.
Field Service Engineer
Radiometer Canada Ltd.
10.2015 - 06.2018
- Performed onsite installation, modification and maintenance of systems and equipment.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues.
Service Representative III
Toshiba Global Commerce Solutions Inc.
09.2014 - 09.2015
- Enhanced customer satisfaction by providing timely and efficient field service support.
- Contributed to the development of internal documentation and procedures, improving overall team efficiency.
- Increased overall system performance through routine maintenance and upgrades.
- Managed inventory levels effectively, ensuring all necessary parts were readily available when needed for repairs or replacements.
- Participated in regular training sessions to stay up-to-date on emerging technologies relevant to our field operations.
- Demonstrated flexibility in responding quickly to changing situations or emergency call-outs as they arose, maintaining a high level of professionalism throughout.
- Expedited resolution of complex technical issues by leveraging expertise across various product lines.
- Mentored junior team members, sharing knowledge and experience to foster their growth within the organization.
- Diagnosed and repaired problems with electrical and mechanical systems.
Systems Service Representative
IBM
07.2007 - 08.2014
- Optimized system functionality by conducting thorough testing to identify areas for improvement and making necessary adjustments accordingly.
- Maintained high levels of system availability with proactive monitoring of infrastructure health, promptly addressing any potential issues before they escalated into problems.
- Exceeded performance targets consistently through dedication to continuous improvement and consistently high-quality service delivery.
- Strengthened client relationships through effective communication and prompt resolution of concerns or complaints.
- Provided exceptional customer service by assisting users with various software, hardware, and networking issues via phone or on-site support.
Education
Leadership Development Series, Business
Algonquin College of Applied Arts And Technology
Ottawa, ON08.2019
Computer Systems Technology
Canadore College of Applied Arts And Technology
North Bay, ON08.2003
Skills
- Training and mentoring
- Operational Efficiency
- Workforce Planning
- Service Delivery
- Work Planning and Prioritization
- Professional and Courteous
- Documentation And Reporting
- Technical Proficiency
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
National Service Manager
Radiometer Canada Ltd
03.2023 - Current
Service Team Lead
Radiometer Canada Ltd
07.2020 - 03.2023
Senior Field Service Engineer
Radiometer Canada Ltd.
06.2018 - 07.2020
Field Service Engineer
Radiometer Canada Ltd.
10.2015 - 06.2018
Service Representative III
Toshiba Global Commerce Solutions Inc.
09.2014 - 09.2015
Systems Service Representative
IBM
07.2007 - 08.2014
Leadership Development Series, Business
Algonquin College of Applied Arts And Technology
Computer Systems Technology
Canadore College of Applied Arts And Technology
Similar Profiles
Saravanan VijayakumarSaravanan Vijayakumar
Engineering Manager at RadiometerEngineering Manager at Radiometer
Aparajita SinghAparajita Singh
Senior Software Engineer II (Test Lead & Scrum Master) at Radiometer (Danaher Corporation)Senior Software Engineer II (Test Lead & Scrum Master) at Radiometer (Danaher Corporation)
Aniruddha RoyAniruddha Roy
Senior Software Engineer II at Radiometer Medical ApSSenior Software Engineer II at Radiometer Medical ApS
PATRICIA CHAMBERLAINPATRICIA CHAMBERLAIN
Turkey Guide at Irish creek outfittersTurkey Guide at Irish creek outfitters
Cullen WoodCullen Wood
Pro Shop Customer Service Representative at Amberwood Village GolfPro Shop Customer Service Representative at Amberwood Village Golf