Experience

• 

  Rinnai Canada

  • Ontario, Canada

  • Regional Service Manager

    • May 2022 - Present
    • Ontario, Canada

    Headquartered in Nagoya, Japan, Rinnai is the world’s largest manufacturer ($2.2B) of tankless water heaters, furnaces, and fireplaces. The North American head office is in Peachtree City, Georgia.-Manage an authorized service network for in-home/onsite service within the region, including onboarding new contractors to expand service network coverage, filling gaps in key markets, and ensuring customer satisfaction.-Provide comprehensive training to contractors on product specifications, installation procedures, and service protocols.-Handle service-related issues, including warranty claims and escalations, ensuring timely resolution and high customer satisfaction.-Collaborate with parts distributors to assess inventory levels, identify gaps, and optimize stocking decisions.-Utilize data analysis to analyze sales data, market trends, and geographic factors to determine optimal parts stocking levels.-Collaborate with cross-functional departments, including tech support, customer service, engineering, and product & mobile application development teams.-Act as a liaison, providing field insights and customer feedback to drive product and service improvements. Provide input to engineering and product development teams based on customer needs and market trends

• 

  Hawk Mechanical Engineering Services

  • Canada
  • Mechanical Or Industrial Engineering
  • 1 - 100 Employee

  • Business Manager HVAC

    • Jan 2016 - May 2022

    - Launched and supervised development of residential consumer Hvac brand “Hawk Home Services”. https://hawkhomeservices.ca- Assumed role of Service & Sales Manager for Residential and Commercial HVAC.- Hiring, training and ongoing technical support of Technicians and Installers. - Payroll for employees, time tracking. Subcontractor billings and expense tracking.- Liaised with corporate clients such as Reliance Home Comfort, Sears Canada, Carrier, Trane, The Master Group, Noble, Tim Hortons and York negotiate mutually convenient and beneficial agreements.- Managed all continuous improvement activities related to Customer Service, Sales and Marketing.- Implemented new CRM software for Dispatching, Invoicing, Mass Marketing, Customer Success, Employee Tracking and Sales analytics. Trained Staff how to use the software.- Monitored and analyzed marketing strategy effectiveness using online marketing analytics tools such as Google Analytics, Google PPC, Google GLS, Homestars.

  • Service Dispatcher

    • Apr 2014 - Dec 2015

    - Dispatch and Manage Service Calls on a Daily Basis- Communicate with customers about their appointments and nature of their work- Communicate with technicians about their service calls regarding scheduling and any paperwork- Arrange for HVAC parts to be ordered, shipped or picked up from Suppliers.- Call customers to ask for feedback and/or any improvements the company can make.

• 

  Trent University

  • Peterborough, Canada

  • Web Course Developer / Teaching Assistant

    • Sep 2013 - Apr 2014
    • Peterborough, Canada

    -Worked directly with 3 professors in the administration of 6 introductory and advanced Economics courses - Developed 2 online courses for the Economics Department.

• 

  Mac's Convenience Stores Inc.

  • Retail
  • 500 - 600 Employee

  • Operations Supervisor

    • Jul 2013 - Mar 2014

    - Created work schedules , manage staff- Developed management tools to quantify, measure and monitor sales. - Operations management including tracking [revenues and cost] performance against budget, managing inventory turnover and liaising with vendors

  • Customer Service Representative

    • Jan 2012 - Jun 2013