Experienced Customer Service Professional
A dedicated and highly adaptable customer service professional with 20 years of progressively increasing responsibilities who has worked for consumer, OEM, defense and service organizations with sales of up to $28 billion. Oversaw field service operations for servicing computers, handheld products, printers, scanners, side-band radio, fingerprint ID systems, tape drives, microfiche systems, ATM, word processing systems and contract engineering companies.
Expertise includes outstanding customer relations, recruitment, training, scheduling, multi-tasking, field service management, communications, repair center management, logistics, supply chain management and cost containment skills.
Zebra Technologies, Inc., Camarillo, California 2006-2009
Manager, Service Engineering
Managed the repair services depot for the card products line for the largest specialty label printing company serving the automotive, pharmaceutical, postal, medical, financial, retail distribution, warehousing, defense, transportation and shipping industries with sales of more than $900 million.
Improved the cycle repair time of incoming units from 12 days to two days.
Reduced the inventory of warranty returns from more than $300,000 to $20,000.
Implemented a flat rate repair system for all products with a 37.5% profit margin.
Implemented the Authorized Service Provider Programs for North America, which permits resellers to repair company products under warranty. Maintained monthly communications with all 15 authorized resellers, ensuring the success of this program.
Directed a team of 15 technicians repairing up to 270 card printers per week under warranty and/or time/materials service.
Implemented a cross-training program for repair technicians, permitting greater flexibility in scheduling and repair turnarounds.
Provided onsite quality control leadership as part of the company’s outsourcing expansion in China.
Revised the company’s inventory of spare part kits for current production, impacting seven models with more than 30 variations.
Redesigned product packaging, eliminating in-transit damage risks.
Worked with customer service in resolving customer complaints.
Transferred the repair center in California to the company’s main Illinois manufacturing facility.
Department of Homeland Security (TSA), John Wayne Airport, Santa Ana, California 2003-2006
Transportation Security Officer
Provided airline passenger safety and security by inspecting all suspicious baggage for improvised explosive devices, utilizing L3 Communications 3DX6000 Scanners and Barringer Instruments Ionscan 400B systems.
Intermec Technologies, Everett, Washington 1989-2002
West Coast Regional Service Manager
Managed maintenance contract sales for a manufacturer and service provider of wireless networks, radio frequency identification devices, mobile computing and bar code printing systems for automated data collection. Directed a team of 20 service technicians, systems analysts and administrative staff.
Generated $1.7 million in annual contract revenues and an additional $684,000 in customer services and site surveys for the seven Western states, including Alaska and Hawaii.
Oversaw a $1.1 million annual operating budget and introduced a cost reduction program that improved profitability by 20%.
Directed pre- and post-equipment maintenance, sales and customer retention.
Designed and implemented an employee selection, development, retention and evaluation program that improved team performance and customer satisfaction.
Eliminated a major inventory problem by redirecting all service parts orders directly to technicians.
Created maintenance repair programs, policies and procedures, and field representatives’ weekly activity reports to accurately measure service projects and customer needs.
Conducted cost estimating for network cable projects, utilizing third party suppliers and contractors for large installations, including the 1.8 million square-foot radio frequency network of 85 access points at the Mandalay Bay Resort Convention Center in Las Vegas, Nevada.
NEC Information System, Inc., Boxborough, Massachusetts 1987-1989
Branch Service Manager
Managed field service operations in support of NEC’s automated fingerprint identification systems (AFIS) with a staff of seven. Maintained five major networks with 50 remote installations. Customers included the Los Angeles, San Bernardino and Riverside Counties sheriff organizations and the Department of Justice for the State of California. Maintained a 24/7 support service covering Southern California.
Ensured that schedules were maintained for preventative maintenance, emergency service calls, customer relations and a walk-in service center.
Took over management of NEC’s laptop service center, as required.
As Branch Service Manager for Wang Laboratories, directed daily service and support for hardware and software customer problems and managed a service branch covering Southern California. Previously, served as Area Manager for Recognition Equipment, Inc., directing a field engineering group for scanning and banking ATM systems. Early positions included Quality Assurance Technician for the General Electric Company.
Rush-Henrietta High School, Henrietta, New York
Other Courses: Networking Essentials, Effective Speaking & Human Relations, Capital Planning for Non-Financial Managers, Management Development, Labor Relations for Non-Union Companies, Data Processing and Ground Communications
Association of Field Service Managers, formerly Vice President of the Orange County Chapter