Mark Larson
Montrose
Summary
Highly motivated Leader with over 30 years of experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
32
32
years of professional experience
Work History
Service Manager
River Valley Marine
Long Lake, MN
04.2020 - Current
- Led service team to enhance customer satisfaction through effective issue resolution and communication.
- Streamlined service processes, reducing response times and improving operational efficiency.
- Trained and mentored staff on best practices in customer service and technical support.
- Developed strategic initiatives to improve service quality and optimize resource allocation.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
Service Manager
Minnesota Inboard Watersports
New Germany, MN
06.2015 - 04.2020
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved customer complaints in professional and timely manner.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
Service Manager
Midwest Water Sports
Crystal, MN
05.2007 - 06.2015
- 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.
- 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.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
Service Manager
Crystal-Pierz Marine
Rogers, MN
05.2005 - 04.2007
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
Service Manager
Midwest Water Sports
Crystal, MN
11.1997 - 03.2005
- Met with customers to discuss service needs and offer available solutions.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
- Enhanced team morale and reduced staff turnover by establishing recognition program that highlighted outstanding employee contributions.
Service Crew Member
Chopper City Sports
Fridley, MN
10.1993 - 04.1997
- Coordinated daily operations, ensuring efficient workflow and adherence to service standards.
- Resolved client inquiries and issues, maintaining a high level of professionalism and courtesy.
- Assisted team members in improving workflow efficiency by sharing best practices.
- Enhanced overall customer experience with prompt attention to detail and diligent follow-up on pending tasks.
Education
Certificate of Biblical Studies - Bible
Covenant Bible College
Prince Albert, Saskatchewan, Canada05-1993
Skills
- Effective team leadership
- Effective problem resolution
- Critical thinking
- Reliable and responsible
- Results driven
- Leadership in team settings
- Trustworthy and honest
- Staff management
- Coaching and mentoring
- Quality assurance
Timeline
Service Manager
River Valley Marine
04.2020 - Current
Service Manager
Minnesota Inboard Watersports
06.2015 - 04.2020
Service Manager
Midwest Water Sports
05.2007 - 06.2015
Service Manager
Crystal-Pierz Marine
05.2005 - 04.2007
Service Manager
Midwest Water Sports
11.1997 - 03.2005
Service Crew Member
Chopper City Sports
10.1993 - 04.1997
Certificate of Biblical Studies - Bible
Covenant Bible College