Travis Wilson
Glendora
Summary
Proven field service expert with a track record of enhancing customer satisfaction and productivity at Miele USA through exceptional diagnostic skills and relationship building. Leveraged adaptability and mechanical aptitude to optimize field operations and team performance, contributing to significant service improvements and revenue growth.
Overview
5
5
years of professional experience
Work History
Field Service Representative
Miele USA
07.2022 - Current
- Ensured safety compliance in all field activities, adhering to company guidelines and industry regulations.
- Developed lasting relationships with clients through excellent communication and professionalism.
- Improved team performance through regular feedback and performance evaluations.
- Increased overall productivity, implementing comprehensive training programs for new hires.
- Assisted engineering teams in refining product designs based on observations from the field installations or servicing experiences.
- Collaborated with cross-functional teams to resolve complex technical issues effectively.
- Enhanced customer satisfaction by providing timely and efficient field service support.
- Delivered high-quality services consistently, maintaining client trust and fostering repeat business.
- Utilized advanced diagnostic tools to accurately identify equipment issues and implement appropriate solutions.
- Coordinated with sales teams to provide technical expertise during product demonstrations or proposal development processes.
- Managed inventory of replacement parts, ensuring availability for prompt service delivery.
- Provided remote technical support to customers, reducing on-site visit requirements when possible.
- Contributed to increased revenue growth, identifying upsell opportunities during service visits.
- Reduced equipment downtime with proactive maintenance and troubleshooting efforts.
- Optimized field service operations by developing standardized procedures for common tasks.
- Collaborated with internal departments like logistics or procurement to ensure smooth coordination of spare parts deliveries or replacements.
- Ensured compliance with industry regulations during all service activities, maintaining company's good standing.
Technical Support Representative
Cosmo Appliances
02.2021 - 07.2022
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
Sales Associate
Clean Initiative
10.2020 - 02.2022
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
HVAC Technician
JW Heating and Air
01.2020 - 05.2020
- Performed troubleshooting on HVAC systems to determine root cause of issues.
- Installed new heating, ventilation, and air conditioning systems in residential and commercial buildings with precision and attention to detail.
- Troubleshot complex HVAC problems, identifying root causes and implementing effective solutions.
- Utilized diagnostic equipment effectively in order to identify malfunctioning components within HVAC systems accurately.
- Conducted maintenance service on HVAC systems to increase life expectancy of equipment and prevent costly repair work.
- Repaired and replaced motors, bearings and belts.
- Performed comprehensive preventative maintenance on various types of HVAC equipment, prolonging their lifespan.
- Worked overtime, holidays and weekends to accommodate company needs.
- Investigated major malfunctions and breakdowns of heating and air-conditioning systems and used troubleshooting to determine causes.
- Enhanced customer satisfaction by providing prompt and professional service for all HVAC-related issues.
Education
High School Diploma -
Glendora High School
Glendora, CA05.2018
Skills
- Adaptability to Change
- Field Operations
- Diagnostic Skills
- Work Order Preparation
- Schedule Management
- Service Calls
- Performance monitoring
- Workflow Optimization
- Mechanical Aptitude
- Schematic Interpretation
- Service Documentation
- Product Recommendations
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Problem-solving abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Relationship Building
- Customer Relations
- Task Prioritization
Timeline
Field Service Representative
Miele USA
07.2022 - Current
Technical Support Representative
Cosmo Appliances
02.2021 - 07.2022
Sales Associate
Clean Initiative
10.2020 - 02.2022
HVAC Technician
JW Heating and Air
01.2020 - 05.2020
High School Diploma -
Glendora High School
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