David Theno
St Paul
Summary
Dynamic Service Manager with a proven track record in team leadership and conflict resolution. Expertise in optimizing service operations, enhancing customer satisfaction, and managing workflows to drive productivity.
Overview
44
44
years of professional experience
Work History
Service Manager
Les Jones Roofing
Bloomington, MN
06.2019 - Current
- Evaluated service delivery metrics identifying areas for improvement and cost reduction.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Enhanced safety protocols for service operations, resulting in reduction in workplace accidents and ensuring compliance with regulatory standards.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
Service Manager
Flynn Midwest
Plymouth, MN
05.2015 - 06.2019
- Coordinated inventory management maintaining optimal stock levels for seamless operations.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- 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.
- Monitored service staff performance and provided feedback for improvement.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
Service Manager
B & B Sheet Metal & Rooofing
07.2006 - 05.2015
- Oversaw service operations ensuring timely completion of projects and customer satisfaction.
- Developed and implemented training programs enhancing team performance and efficiency.
- Managed scheduling and dispatching of field technicians to optimize resource allocation.
- Streamlined communication between departments improving collaboration and workflow processes.
- Led regular team meetings fostering an environment of continuous feedback and performance enhancement.
- Cultivated relationships with clients ensuring alignment on project expectations and deliverables.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
Journeyman Sheet Metal Worker
B & B Sheet Metal & Roofing
Buffalo, MN
04.1993 - 07.2006
- Fabricated and assembled sheet metal components according to specifications.
- Interpreted blueprints and technical drawings for accurate installations.
- Operated hand and power tools safely and efficiently in various projects.
- Collaborated with team members to improve workflow and project timelines.
- Trained junior workers on best practices for quality workmanship and safety protocols.
- Inspected completed work for quality assurance, identifying issues proactively.
- Demonstrated versatility in working with various types of metals, such as stainless steel, aluminum, copper, brass, and galvanized steel.
- Contributed to the company''s reputation for excellence by consistently adhering to established safety standards and producing high-quality workmanship on all projects.
- Selected gauges and types of sheet metal or non-metallic material to meet product specifications.
Journeyman Roofer
Les Jones Roofing
Bloomington, MN
08.1982 - 04.1993
- Installed various roofing systems including shingles, tiles, and metal roofing materials.
- Conducted thorough inspections to identify roof damage and recommend repairs.
- Collaborated with team members to ensure project timelines and quality standards were met.
- Trained junior roofers in safety protocols and proper installation techniques.
- Reduced material waste by accurately measuring and cutting materials according to project specifications.
- Maintained regular communication with project managers regarding progress updates, change orders, or potential delays affecting timelines or budgets.
Education
No Degree - Blue Print Reading, Math
St Paul Technical & Vocational Institute
St Paul, MNHigh School Diploma -
Humboldt High School
St Paul MN06-1982
No Degree - Carpentry
Dakota County Technical College
Rosemount, MNNo Degree - Construction Management
Inver Hills Community College
Inver Grove Heights, MNSkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Reliable and responsible
- Conflict resolution
- Workflow management
- Trustworthy and honest
- KPI monitoring
- Employee supervision
Timeline
Service Manager
Les Jones Roofing
06.2019 - Current
Service Manager
Flynn Midwest
05.2015 - 06.2019
Service Manager
B & B Sheet Metal & Rooofing
07.2006 - 05.2015
Journeyman Sheet Metal Worker
B & B Sheet Metal & Roofing
04.1993 - 07.2006
Journeyman Roofer
Les Jones Roofing
08.1982 - 04.1993
No Degree - Blue Print Reading, Math
St Paul Technical & Vocational Institute
High School Diploma -
Humboldt High School
No Degree - Carpentry
Dakota County Technical College
No Degree - Construction Management
Inver Hills Community College