Michael Tsvakwi
Service Manager
Randburg
Summary
Adept at driving customer satisfaction improvements, leveraged problem-solving and leadership skills at Process Automation to significantly enhance service quality. By fostering team collaboration and prioritizing staff training, successfully increased repeat business, demonstrating commitment to results and ability to build lasting relationships.
Overview
27
27
years of professional experience
Work History
Service Manager
Process Automation
05.2024 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Monitored service staff performance and provided feedback for improvement.
- Managed teams of technicians, ensuring timely completion of projects and high-quality workmanship.
- Analyzed service reports to identify areas of improvement.
- Maintained safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and offer available solutions.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Developed customer loyalty programs to increase customer satisfaction.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Monitored inventory levels and placed orders to replenish stock.
- Mentored junior technicians, fostering positive team dynamic that encouraged knowledge sharing and skill development.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented inventory management systems to reduce costs and increase efficiency.
- Maintained records of service transactions and customer feedback for future reference.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Implemented strategies to increase customer service satisfaction ratings
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Resolved customer complaints in professional and timely manner
- Improved customer satisfaction by implementing streamlined service processes and staff training programs
- Met with customers to discuss service needs and develop effective and practical solutions
Service Manager
Process Automation
07.2018 - 04.2024
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Implemented strategies to increase customer service satisfaction ratings.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and offer available solutions.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Maintained records of service transactions and customer feedback for future reference.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Technical Support Manager
Process Automation
09.2015 - 06.2018
- Developed and implemented training initiatives for new hires.
- Mentored junior support staff.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Coordinated with sales teams to provide pre-sales technical assistance for potential clients.
- Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
Technical Training Facilitator
Process Automation
07.2013 - 08.2015
- Developed customized training materials, enhancing participant comprehension and retention of key concepts.
- Identified areas in need of improvement and implemented solutions.
- Contributed to improved team performance by facilitating workshops on communication, collaboration, and problem-solving techniques.
- Provided constructive feedback to participants during debriefing sessions, fostering personal growth and skill development.
- Collected and analyzed participant feedback, consistently implementing suggestions for improvement in subsequent sessions.
- Evaluated participant progress through ongoing assessments to ensure mastery of course objectives before concluding each session.
- Supported organizational change initiatives through effective facilitation of targeted employee training programs.
Field Service Technician
Process Automation
06.2011 - 05.2013
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Optimized equipment functionality by performing routine calibration and adjustments to meet manufacturer specifications.
- Provided hands-on training to junior technicians, fostering culture of continuous improvement within team.
- Established positive customer relationships by providing punctual, cost-effective solutions.
- Discussed and recommended service options with customers and explained costs involved.
- Collaborated with cross-functional teams to address unique challenges, sharing expertise to develop innovative solutions.
Coal Plant Technician
BHP Billiton
11.2008 - 05.2011
- Played an integral role in achieving production goals by ensuring all equipment functioned at peak performance levels consistently.
- Leveraged strong analytical skills to interpret data from various sources, enabling informed decision-making regarding process improvements or changes in equipment operation strategies.
- Ensured safety compliance by adhering to industry standards and conducting thorough audits.
- Supported continuous improvement initiatives in organization by contributing ideas, participating in workshops, and staying abreast of industry trends related to plant operations best practices.
- Reduced downtime for plant machinery by conducting regular inspections and addressing issues proactively.
- Sorted, stored and updated parts and materials inventories to maintain readiness for production needs.
Sales Engineer
Avery Berkel Zimbabwe
04.1998 - 02.2008
- Increased sales revenue by consistently meeting and exceeding sales targets through effective client presentations and product demonstrations.
- Delivered technical sales presentations to prospects and presented benefits and value of products.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Provided technical support to customers during pre-sales consultations, addressing concerns, and offering solutions tailored to their needs.
- Attended trade shows and seminars to promote products and network with industry contacts.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
- Designed and delivered product training for clients.
- Provided sales forecasts for product sales opportunities within assigned accounts.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy.
- Suggested ideas for product evolution and new product variants.
- Built and maintained strong relationships with internal stakeholders, including product management, engineering, and customer success teams to ensure seamless coordination on sales initiatives.
- Streamlined sales processes by implementing CRM systems for efficient tracking of customer interactions, resulting in better time management and productivity.
- Utilized advanced technical knowledge to gain competitive edge by effectively showcasing product capabilities in comparison to competitor offerings.
Technical Sales Representative
Philips Electrical Zimbabwe
01.1997 - 03.1998
- Provided exceptional customer service, addressing technical inquiries and resolving issues promptly.
- Developed strong relationships with key industry players, enhancing company reputation and market presence.
- Participated in trade shows and conferences to expand professional network and increase company visibility within industry.
- Conducted regular performance reviews of sales territories, identifying areas for improvement and reallocating resources accordingly.
- Increased product sales by effectively communicating technical specifications and benefits to potential clients.
- Assisted marketing team in developing collateral materials that highlighted key product features and benefits to attract potential buyers.
- Maintained up-to-date expertise in industry trends and competitor offerings, ensuring a competitive edge in negotiations.
Education
High School Diploma -
Institute of Marketing Management (IMM)
South Africa 04.2001 -
Bachelor of Science - Bachelor of Engineering Honors in Electron Eng.
National University of Science And Technology
Zimbabwe, Bulawayo 04.2001 -
Skills
Service Quality Management
After-sales support
Budget Control
Team Leadership
Affiliations
- Institute of Electrical and Electronics Engineers
Timeline
Service Manager
Process Automation
05.2024 - Current
Service Manager
Process Automation
07.2018 - 04.2024
Technical Support Manager
Process Automation
09.2015 - 06.2018
Technical Training Facilitator
Process Automation
07.2013 - 08.2015
Field Service Technician
Process Automation
06.2011 - 05.2013
Coal Plant Technician
BHP Billiton
11.2008 - 05.2011
High School Diploma -
Institute of Marketing Management (IMM)
04.2001 -
Bachelor of Science - Bachelor of Engineering Honors in Electron Eng.
National University of Science And Technology
04.2001 -
Sales Engineer
Avery Berkel Zimbabwe
04.1998 - 02.2008
Technical Sales Representative
Philips Electrical Zimbabwe
01.1997 - 03.1998
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