TIMOTHY BURRIS
China Grove
Summary
Results-driven Technical Support Manager specializing in compressed air systems and customer relations. Expertise in mechanical troubleshooting and training development enhances service quality and boosts customer satisfaction. Collaborates effectively across departments to drive operational efficiency and strengthen customer relationships, focusing on retention and referrals while ensuring high-quality service repairs.
Overview
20
20
years of professional experience
Work History
Technical support/Customer Service Manager
Ozen Air Technology
Charlotte
05.2024 - 03.2026
- Resolved escalated customer issues through effective communication and problem-solving techniques.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Developed training programs enhancing service skills and product knowledge for staff.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Coordinated training programs for new service staff and ongoing employee development.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Collaborated with sales and technical teams to address customer needs and feedback.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Implemented process improvements to streamline customer service operations effectively.
- Created reports analyzing customer feedback and complaints for management review.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Monitored phone calls to provide feedback and coaching.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Established rapport with customers and team members, fostering a positive work environment.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Uphold quality control policies and procedures to increase customer satisfaction.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Conducted research and reviewed findings to solve customer issues.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolved customer inquiries and complaints requiring management-level escalation.
Service Compressor Technician
Atlas Copco
China Grove
08.2013 - 05.2024
- Diagnosed and repaired air compressor systems for optimal performance.
- Conducted routine maintenance on compressors and associated equipment.
- Restored equipment functionality through in-field diagnostics and repairs, minimizing downtime for clients.
- Installed, removed, repaired and maintained equipment at customer locations.
- Installed new compressor systems according to manufacturer's guidelines.
- Implemented troubleshooting techniques to identify mechanical failures quickly.
- Connected pipelines between pumps and containers to fill or empty tanks.
- Transferred materials using power-driven pumps.
- Conducted equipment maintenance to retain optimum functionality, including cleaning, lubricating and replacing filters and gaskets.
- Adjusted control room equipment to change settings or address malfunctions.
- Recorded consumption rate variations, temperatures, and pressures by observing meters and pressure gauges to support operational efficiency.
- Logged instrument readings and operational information.
- Documented equipment data and service details on work orders and daily logs.
- Maintained inventory of parts and tools for efficient service operations.
- Served large customer base, prioritizing work orders by severity and pre-planning service routes.
- Supported service levels, handling emergency calls during overnight and weekend hours.
- Provided timely and courteous service to address customer inquiries and resolve service complaints, enhancing customer satisfaction.
- Delivered exceptional customer service to bolster strong relationships and build positive experiences.
- Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.
- Documented, researched and resolved customer service issues.
- Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere.
- Complied with corporate regulations, policies and procedures to maximize safety, security and overall trust in organization and employees.
- Kept work areas, tools and equipment clean and organized.
- Completed new service requests, disconnects, upgrades and change-of-service actions.
- Implemented troubleshooting techniques to identify mechanical failures quickly.
- Maintained inventory of parts and tools for efficient service operations.
- Communicated effectively with clients regarding service needs and recommendations.
- Ensured compliance with safety regulations while performing maintenance tasks.
- Installed new compressor systems according to manufacturer's guidelines.
Level 1 Welding Supervisor
Design Line
Charlotte
05.2006 - 08.2013
- Managed site safety through improved training and inspection strategies.
- Onboarded and trained workers on equipment operation and tool use.
- Attained productivity quotas, planning and prioritizing activities.
- Fulfilled production schedules by adjusting workforce size, team operations, and project deliverables.
- Checked and verified tool and machinery functionality before shift end.
- Assisted workers in task completion through hands-on support at job sites.
- Cultivated teamwork, resolving worker conflicts and disputes.
- Monitored resource utilization and sourced supplies for low quantities.
- Analyzed problems and recommended solutions, boosting productivity and output.
- Minimized downtime impact, scheduling equipment service and repair during off-peak hours.
- Assigned workers tasks and schedules for specific jobs based on individual strengths.
- Read specifications and blueprints for construction activity planning.
- Maintained code compliance with strict conformance to quality standards.
- Identified, measured and marked site locations using measuring and marking equipment.
- Reviewed work progress against project goals and milestones.
- Updated records with personnel and production data.
- Transported materials across job sites using hand tools and equipment.
- Determined solutions to problems after evaluating client requirements.
- Mitigated project delays with requisite resource budgeting and alignment.
Education
Diploma -
Concord high-school
Concord, NCSkills
- Technical Troubleshooting
- Product Support
- Customer Relations
- Data Analysis
- Project Management
- Issue resolution
- Customer Feedback Analysis
- Department collaboration
- Team Training
- Problem solving
- Effective Communication
- Relationship management
- Strong Work Ethic
- System Testing
Timeline
Technical support/Customer Service Manager
Ozen Air Technology
05.2024 - 03.2026
Service Compressor Technician
Atlas Copco
08.2013 - 05.2024
Level 1 Welding Supervisor
Design Line
05.2006 - 08.2013
Diploma -
Concord high-school