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BRUCE LYONS350 Barron Blvd
Grayslake, IL 60030847-331-7357
[email protected]_____________________________________________________________________________________
CAREER OBJECTIVE
To secure a position where I can utilize a strong desire for success, natural communication skills, self motivation and over 20 years of experience in field service and service management to elevate a customer service driven organization, expand their existing customer base and provide superior customer support through service driven initiatives.
SKILL SUMMARY
HVAC/R Field Service, Appliance Repair, Service Management, Risk Management, Strong Analytical Skills, New Product Development, Technical Trainer, OEM Service Support
EXPERIENCE
Scotsman Ice Systems 02/00 - PresentVernon Hills, IllinoisConsumer Service Manager
Handle dozens of customer inquiries daily through multiple channels of communication, (web site, e-mail, telephone & fax) and provide technical support to field service personnel as needed
Manage supervisory role for newly created customer support Team Home Ice which handled over 4,000 e-mails & resolved over 300 customer escalations to satisfactory resolution in the first year
Created and maintain a nationwide service database of over 1,000 service agents Conduct field product training seminars training over 100 service technicians annually
throughout the United States Continued high level field support while sales growth increased 300% Track warranty spending on all consumer products and provide reports and feedback as
needed Work directly with Manufacturing, Engineering, Purchasing and Warranty departments to
reduce warranty costs Handle all incoming liability issues, working with outside legal counsel, dealers, installers,
builders and end users to reach agreement on responsibility and resolution. Worked with outside legal counsel to develop a documented process for OEM claims. Travel to field as needed to conduct product tear down and analysis for high risk liability claims which have saved Scotsman thousands of $$’s/claim
Manage service responsibilities on new product development teams which have led to the successful launch of several new SKU’s from 2000 to 2016
Provide initial product training and follow up service support for all OEM customers including Sub Zero, Viking & GE
Setup and work Scotsman booth at annual Kitchen & Bath Show generating hundreds of sales leads annually
2008 Individual Achievement Award Winner
Scotsman Ice Systems 9/97 – 2/00Vernon Hills, IllinoisInside Service Representative
Provide technical support to dozens of field service personnel daily working toward technical resolution. Also resolved hundreds of customer satisfaction issues
Warranty claim review, analysis, processing and follow-up Conducted technical service seminars for field service personnel In depth knowledge of Scotsman’s Distributor and Service Dealer network
Consumer product booth setup at Kitchen and Bath Industry Show in Chicago to document process
Gained valuable Scotsman experience as a member of the Employee Communication Team and Warranty Team
Alliance Refrigeration 10/93 – 9/97Wood Dale, IllinoisHVAC & Refrigeration Technician
Preventative maintenance Troubleshooting and repair of various equipment including rooftop HVAC and split systems,
walk-in and reach-in coolers and freezers, ice machines and other appliances installation of various equipment including rooftop HVAC and split systems, walk-in and
reach-in coolers and freezers, ice machines and other appliances 24-hour call
EDUCATION
College of Lake CountyGrayslake, IllinoisIntroduction to BusinessFall, 1998
Environmental Technical InstituteBensenville, IllinoisHVAC CertificateOctober, 1993
East Waterloo High SchoolWaterloo, IowaDiplomaJune, 1984
CERTIFICATIONS/MEMBERSHIPS
United Servicers Association July, 2004
RSES MemberNovember, 1997
ARI CertificationDecember, 1993
Universal EPA CertificationOctober, 1993
