Scott A Croyle
Dawsonville
Summary
Dynamic Service Manager with a proven track record at Rogers Electric, excelling in team leadership and operational efficiency. Enhanced customer satisfaction through effective conflict resolution and quality assurance, while implementing training programs that improved service standards. Skilled in technical troubleshooting and committed to continuous improvement, driving revenue growth and fostering strong client relationships.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Manager
Rogers Electric
Alpharetta, GA
08.2018 - 04.2026
- Managed daily operations to ensure service excellence and customer satisfaction.
- Coordinated team schedules, optimizing workforce efficiency and resource allocation.
- Streamlined communication processes between departments to enhance collaboration.
- Developed training materials to onboard new staff effectively and improve service standards.
- Reviewed service reports, identifying trends and areas for performance improvement.
- Implemented quality assurance protocols to maintain high operational standards.
- Led cross-functional meetings to align strategic goals with service delivery objectives.
- Mentored junior staff, fostering professional growth and enhancing team capabilities.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- 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.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- 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.
- 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.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- 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.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
Service Technician
Rogers Electric
Dayton, OH
08.2013 - 08.2018
- Diagnosed electrical issues using advanced troubleshooting techniques to ensure optimal system performance.
- Installed and maintained various electrical systems, adhering to safety protocols and industry standards.
- Collaborated with team members to complete projects efficiently, enhancing overall service delivery timelines.
- Provided technical support for clients, resolving inquiries and ensuring satisfaction with services rendered.
- Assisted in training new technicians on safety practices and equipment operation to improve team competency.
- Documented service calls and repairs accurately, maintaining detailed records for future reference and compliance audits.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Enhanced client retention through exceptional communication skills and a commitment to addressing concerns promptly.
- Streamlined processes for troubleshooting, resulting in faster resolution times and improved customer experiences.
- Streamlined inventory management for parts and supplies, maintaining optimal stock levels to prevent project delays.
- Achieved high client retention rates by providing exceptional service and follow-up on all installations and repairs.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Worked with diverse types of weather and ground conditions.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
Education
NCCER - Electrical Technology
Greater Johnstown Career & Technology Center
Johnstown, PAHigh School Diploma -
Richland High School
Johnstown, PA06.2001
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- Quality assurance
- KPI monitoring
- Workplace safety
- Documentation and reporting
- Employee supervision
- Service scheduling
- Operational efficiency
- Work Planning and Prioritization
- Staff motivation
- New employee hiring
- Policy and procedure enforcement
- Service quality management
- Staff management
- Goal setting
- Technical troubleshooting
- Estimating and quoting
- Inventory management
- Risk management
- Quality control
- Service and parts teams management
- Staff training and development
- Analytical thinking
- Crew leadership
- Outgoing and energetic
- Continuous improvement
- Task delegation
Certification
Train The Trainer
Timeline
Service Manager
Rogers Electric
08.2018 - 04.2026
Service Technician
Rogers Electric
08.2013 - 08.2018
NCCER - Electrical Technology
Greater Johnstown Career & Technology Center
High School Diploma -
Richland High School