Summary
Overview
Work History
Education
Skills
Timeline
Generic

Scott Mertzeis

Columbia

Summary

Dynamic Service Supervisor at Blanchard Machinery Company with a proven track record in complaint resolution and team training. Enhanced customer satisfaction through effective problem-solving and quality assurance measures. Skilled in scheduling and workforce planning, fostering a culture of continuous improvement while maintaining operational excellence.

Professional with proven track record in service management, known for ensuring operational efficiency and exceptional customer satisfaction. Strong focus on team collaboration and achieving results, reliably adapting to changing needs. Skilled in conflict resolution, process improvement, and staff training, with keen ability to motivate and lead teams toward success.

Overview

7
7
years of professional experience

Work History

Service Supervisor

Blanchard Machinery Company
10.2020 - Current
  • Assisted in training new team members on service protocols and operational standards.
  • Monitored service quality to ensure compliance with company procedures and customer expectations.
  • Coordinated daily service schedules to optimize staff efficiency and resource allocation.
  • Provided support in resolving customer inquiries and complaints, enhancing overall satisfaction.
  • Learned safety procedures and operational tools to maintain a safe working environment.
  • Collaborated with team members to streamline processes and improve workflow efficiency.
  • Adapted quickly to changing priorities while maintaining focus on customer needs and service excellence.
  • Documented service interactions for quality assurance and continuous improvement initiatives.
  • Handled customer complaints and inquiries.
  • Assisted with training and development of team members.
  • Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
  • Managed daily operations of the service department, maintaining a high level of organization and productivity.
  • Monitored team's performance and gave feedback when necessary.
  • Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
  • Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
  • Updated job knowledge by attending workshops, training sessions and educational opportunities.
  • Streamlined service processes, resulting in increased efficiency and reduced operational costs.
  • Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
  • Mentored junior staff members, fostering professional development and career growth opportunities within the company.
  • Implemented quality control measures to ensure consistent levels of excellence across all aspects of service delivery.
  • Assisted in the recruitment process for new hires within the service department, contributing valuable input on candidate suitability based on experience requirements.
  • Fostered a culture of continuous improvement within the service team, encouraging open communication and collaborative problem-solving to overcome challenges.
  • Reduced service downtime with proactive maintenance scheduling and quick response to equipment malfunctions.
  • Conducted regular performance reviews for staff members, identifying areas for growth and providing constructive feedback.
  • Collaborated with cross-functional teams to develop and implement strategies for continuous service improvement.
  • Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.

Truck Driver

TCW
08.2019 - 10.2020
  • Operated commercial vehicles to transport goods safely and efficiently across designated routes.
  • Maintained accurate logs of deliveries, ensuring compliance with regulatory requirements and company policies.
  • Conducted pre-trip inspections to identify and address vehicle maintenance issues proactively.
  • Collaborated with dispatchers to optimize delivery schedules and improve route efficiency.
  • Adhered to safety protocols, minimizing risks during transportation operations and enhancing overall safety standards.
  • Managed loading and unloading processes, ensuring cargo secured properly for safe transit.
  • Provided mentorship to junior drivers, sharing best practices for effective driving and safety measures.
  • Operated with safety and skill to avoid accidents and delays.
  • Maintained a clean driving record while adhering to company policies and federal regulations for transportation safety.
  • Maintained daily, legible DOT log book and submitted corresponding documents.
  • Inspected trucks for malfunctions and reported vehicles to management for corrective action.

Fleet Coordinator

Blanchard Machinery Company
01.2018 - 08.2019
  • Coordinated fleet operations to optimize route efficiency and reduce operational costs.
  • Managed scheduling and maintenance of vehicles to ensure maximum uptime and reliability.
  • Developed training materials for team members on safety protocols and compliance standards.
  • Streamlined communication between drivers and dispatch to enhance service delivery.
  • Oversaw vendor relationships to negotiate contracts and secure favorable terms for services provided.
  • Led cross-functional meetings to identify process improvements and address operational challenges.
  • Mentored junior staff in fleet management best practices, fostering a culture of accountability and excellence.
  • Maintained accurate records of all fleet-related expenses, enabling comprehensive cost analysis for budgeting purposes.
  • Improved fleet efficiency by implementing preventive maintenance schedules and coordinating timely repairs.
  • Organized routine maintenance tasks to ensure all vehicles remained in optimal working condition throughout their service life.
  • Established a clear communication protocol amongst drivers, fostering a supportive work environment that encouraged prompt reporting of issues related to their assigned vehicles.
  • Reduced vehicle downtime by establishing relationships with reliable repair vendors and negotiating service agreements.
  • Ensured compliance with safety regulations by conducting regular inspections and addressing issues promptly.
  • Inspected vehicles and requested maintenance tasks be completed within specific timeframes.
  • Provided all drivers with pertinent safety materials regarding rules and regulations.
  • Coordinated safety meetings to educate team members on best practices to mitigate hazard opportunities.
  • Prepared for highway patrol investigations by collaborating with various departments and examining potential risks.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Trained new team members on proper and safe use of tools and equipment.

Education

High School Diploma -

West Mifflin High School
West Mifflin, PA
05-1985

Certified Mechanic -

Steel Center Vocational Technical School
Jefferson, PA
05-1985

Skills

  • Complaint handling
  • Service order flow
  • Task delegation
  • Sales support
  • Management experience
  • Progress monitoring
  • Policy enforcement
  • Workforce planning
  • Inspections management
  • Employee engagement
  • Outstanding prioritization skills
  • Scheduling expertise
  • Excellent personal service experience
  • Supervisory role experience
  • Staff training
  • Multitasking and organization
  • Delivery scheduling
  • Paperwork processing
  • Complaint resolution
  • Documentation
  • Warranty service
  • Quality assurance controls
  • Coordination
  • Appointment scheduling
  • Service standard compliance
  • Scheduling
  • Conflict mediation
  • Office equipment proficiency
  • Customer relations
  • Customer service
  • Problem-solving
  • Time management
  • Team collaboration
  • Creative problem solving
  • Decision-making
  • Relationship building
  • Product knowledge
  • Project management

Timeline

Service Supervisor

Blanchard Machinery Company
10.2020 - Current

Truck Driver

TCW
08.2019 - 10.2020

Fleet Coordinator

Blanchard Machinery Company
01.2018 - 08.2019

High School Diploma -

West Mifflin High School

Certified Mechanic -

Steel Center Vocational Technical School

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Scott Mertzeis