Francisco Antunes
Service Manager
Estoril
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
18
18
years of professional experience
Work History
Service Manager
Tennant Company
12.2018 - 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.
- Monitored service staff performance and provided feedback for improvement. ( KPI´s)
Engenheiro Projeto Mecânico
Tecnimil- Estudos, Projetos e representações industriais
02.2017 - 12.2018
- Development of engineering solutions and technical drawings
- Execution of engineering projects , Project management
- Carrying out manufacturing work with quality control
- Evaluation and management of maintenance costs
- Preparation and implementation of maintenance plans (Preventive, Predictive, Curative)
- Material supply and stock management
- Improved team productivity by providing technical guidance and mentoring junior engineers.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
Technical Service Advisor, Warranty Manager
Renault Group
03.2015 - 01.2017
- Technical advice and cross-selling
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- After Sales Guarantee Handler
Technical Service Advisor, Workshop Receptionist
Citroen
08.2009 - 03.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Warranty management
Car Mechanic
Renault Group
10.2006 - 08.2009
- Contributed to a positive workplace culture by actively participating in team meetings and offering constructive feedback on process improvements or new ideas.
- Collaborated with other technicians to troubleshoot complex vehicle problems, resulting in faster resolution times.
- Demonstrated exceptional attention to detail when performing vehicle inspections, ensuring thorough documentation of findings for effective communication with customers on recommended repairs or maintenance services.
- Exhibited excellent problem-solving skills when faced with unique or challenging vehicle issues, leading to successful resolutions that met customer needs within budget constraints.
- Ensured consistent service quality by maintaining up-to-date knowledge of automotive technologies and best practices.
Education
Degree in Mechanical Engineering -
ISEL-Instituto Superior De Engenharia De Lisboa
Lisbon, Portugal 09.2011 - 2015.05
Technical Course in Industrial Mechatronics Level -
AFTEM-Associação Para Formação Tecnológica De Engenharia Mecânica E Materiais
Lisbon 11.2007 - 2008.05
Aircraft Structures Mechanic (422.5 Hours) -
OGMA-Industria Aeronáutica De Portugal, S.A
Alverca 02.2006 - 2006.05
Level 3 Professional Technical Course - Electromechanics Technician
Colégio De Pina Manique-Casa Pia De Lisboa
Lisbon, Portugal 01.2002 - 2005.04
Skills
Technical reporting
KPI Monitoring
SAP
Employee Relations
Continuous Improvement
Multitasking and Organization
Work Planning and Prioritization
Problem-Solving
Customer Service Management
Quality Assurance Controls
Engineering Documentation
Cost Analysis
Process Improvement
Project Management
Team Leadership
Technical reporting
Personal Information
- Date of Birth: 07/15/1987
- Nationality: Portuguese
- Driving License: A1, A, B, B1
Languages
Portuguese
Native language
en
Upper intermediate
B2
Spanish
Intermediate
B1
Software
SAP
MS Office
BW
Timeline
Service Manager
Tennant Company
12.2018 - Current
Engenheiro Projeto Mecânico
Tecnimil- Estudos, Projetos e representações industriais
02.2017 - 12.2018
Technical Service Advisor, Warranty Manager
Renault Group
03.2015 - 01.2017
Degree in Mechanical Engineering -
ISEL-Instituto Superior De Engenharia De Lisboa
09.2011 - 2015.05
Technical Service Advisor, Workshop Receptionist
Citroen
08.2009 - 03.2014
Technical Course in Industrial Mechatronics Level -
AFTEM-Associação Para Formação Tecnológica De Engenharia Mecânica E Materiais
11.2007 - 2008.05
Car Mechanic
Renault Group
10.2006 - 08.2009
Aircraft Structures Mechanic (422.5 Hours) -
OGMA-Industria Aeronáutica De Portugal, S.A
02.2006 - 2006.05
Level 3 Professional Technical Course - Electromechanics Technician
Colégio De Pina Manique-Casa Pia De Lisboa
01.2002 - 2005.04
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