Troy D. Walker
Highland
Summary
Dynamic service manager with a focus on enhancing customer satisfaction through effective team leadership and conflict resolution. Proven ability to implement process improvements that drive operational efficiency and support corporate goals in a people-oriented environment.
Overview
23
23
years of professional experience
Work History
Service Manager
Airplus of California
Corona
08.2023 - Current
- Trained and mentored staff on customer service best practices.
- Managed daily operations and service delivery for client accounts, ensuring alignment with client expectations.
- Oversaw scheduling and resource allocation for service teams to optimize service delivery.
- Ensured compliance with company policies and industry regulations.
- Developed and implemented process improvements to enhance service efficiency and client satisfaction.
- Collaborated with cross-functional teams to address client needs effectively.
- Conducted regular audits to maintain quality standards in service delivery.
- Resolved customer complaints in a timely manner.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Hired and trained service department staff to drive performance.
- Collaborated with customers to offer solutions to service needs.
- Created detailed reports on service activities for senior management review.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Provided technical support for hardware and software issues experienced by customers.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Recruited and trained new employees to meet job requirements.
Power/Equipment Sales Account Manager
Diamond Environmental Services
Escondido
01.2022 - 01.2023
- Scheduled appointments with potential clients to assess service needs and tailor solutions.
- Job walks to identify power source on-site and create layouts that best fit the client's needs while still following all local codes and safety measures.
- Developed sales estimates and site maps to facilitate permit acquisition.
- Marked job sites to indicate dig alerts and temporary power pole locations.
- Conducted follow-ups on current projects and introduced new clients to company services.
General Manager-Residential and small business HVAC Service
Smart Choice Heating and Air
Anaheim
01.2018 - 01.2022
- Oversaw department managers in dispatch, accounting, and service, ensuring coordinated operations.
- Approved weekly payroll for technicians and office staff, maintaining budget compliance and staff satisfaction.
- Conducted weekly safety and technical meetings to review procedures and enhance team knowledge.
- Communicated HVAC equipment options to homeowners, educating them on financing and available rebates to facilitate informed decisions.
- Measured homes to properly size equipment for the homeowners' needs as well as remaining within permitting regulations.
California Certified HERS (Home energy rating system) Rater-Inspector
I Permit
Westlake Village
01.2016 - 01.2018
- Verified compliance of HERS measures with California energy standards to ensure regulatory adherence.
- Performed field verification and diagnostic testing services for homeowners and business owners, ensuring proper installation of measures and optimal systems operation.
- Certified and completed compliance documents to support regulatory compliance and project validation.
Service Manger-New Home Construction Service & Warranty
Total Comfort Heating and Air
Corona
01.2013 - 01.2016
- Resolved warranty claims promptly, improving customer satisfaction and service reliability.
- Schedule new home HVAC start-ups and State Testing.
- Processed weekly payroll for all supervised technicians, ensuring timely compensation.
- Facilitated weekly safety and technical meetings to enhance team communication and adherence to protocols.
- Coordinated manufacturers for in-house training.
- Log all testing data to Calcerts and CHEERS state testing sites.
In Home Solar Consultant
Smart Solar Power
Yucaipa
01.2012 - 01.2013
- Provided information at home expos and pop-up locations during sporting events on benefits of solar power.
- Obtained leads from events and followed up to schedule in-home presentations.
- Educated clients on solar energy options and benefits.
- Conducted site assessments to determine solar system suitability.
- Developed customized solar solutions based on client needs.
Service Technician/Comfort Advisor
One Hour Heating and Air
Riverside
01.2005 - 01.2012
- Diagnosed and repaired broken residential HVAC systems to restore functionality.
- Executed seasonal preventative maintenance on HVAC systems, enhancing reliability and performance.
- Advised homeowners on equipment upgrades, optimizing lifespan and efficiency through tailored recommendations.
- Communicated HVAC equipment options and educated homeowners on financing solutions, including state, federal, and utility rebates.
- Measured homes to properly size equipment for the homeowners' needs as well as remaining within permitting regulations.
Lead Installer
Bartel Heating and Air
Grand Terrace
01.2003 - 01.2005
- Installing residential HVAC equipment, ductwork and indoor air quality projects.
- Supervised installation teams to ensure quality and safety standards.
- Trained new installers on equipment and installation procedures.
- Coordinated project schedules with clients and subcontractors for timely completion.
Education
HVAC Technician Certification -
Professional Career College
Santa Ana, CA05-2003
Skills
- Service operations management
- Customer relationship management
- Customer service
- Team leadership
- Time management
- Work prioritization
- Coaching
- Conflict resolution
- Customer service
- Goal setting
- Talent acquisition strategies
- Reliable and responsible
- Goal setting
Professional References
- Jim McGinnis, (951) 392-9402, Supervisor during time at One Hour Heating and Air
- Mike McCue, (909) 528-9297, Supervisor during time at Smart Solar Power
- Jason Sugg, (760) 845-5874, Diamond Environmental Services
Timeline
Service Manager
Airplus of California
08.2023 - Current
Power/Equipment Sales Account Manager
Diamond Environmental Services
01.2022 - 01.2023
General Manager-Residential and small business HVAC Service
Smart Choice Heating and Air
01.2018 - 01.2022
California Certified HERS (Home energy rating system) Rater-Inspector
I Permit
01.2016 - 01.2018
Service Manger-New Home Construction Service & Warranty
Total Comfort Heating and Air
01.2013 - 01.2016
In Home Solar Consultant
Smart Solar Power
01.2012 - 01.2013
Service Technician/Comfort Advisor
One Hour Heating and Air
01.2005 - 01.2012
Lead Installer
Bartel Heating and Air
01.2003 - 01.2005
HVAC Technician Certification -
Professional Career College