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
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
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
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
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
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
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