Andrew Smith Email & Phone Number

Warren, Michigan, United States

Warren, Michigan

Southfield, Mi

Livonia, Mi

Our mission is to create innovative products which reduce the risk of disease transmission.

Management oversight of Sales Support & Order Entry, Technical Customer Service, Field Services and Service Center with additional personal responsibilities including: Service pricing, program development and Key Account Management. • Designed and implemented commission plan for technical customer service and field service teams• Successfully navigated department through a merger, managing teams in 2 state offices and regionally across the US• Effectively oversaw the transition and integration of Salesforce and Plex across 2 merging Inside Sales Support teams• Integrated two CRM and Customer Service Warranty databases in Salesforce• Implemented measures to reduce part and labor warranty costs by >60% through a targeted initiative • Managed a 1.6% warranty operating cost for 2013

Service Support Manager (2009-2013)Management oversight of Sales Support & Order Entry, Technical Customer Service, Field Services and Service Center with additional personal responsibilities including: Champion of ISO 9001 and 13485 company-wide implementation, New Services pricing, Key Account Management and program development. • Implemented Salesforce for case and account management• Designed and implemented company’s first training program, developed model for all other departments• Worked with HR to standardize company’s first annual review policy leading to improved Employee satisfaction• Plex implementation team champion, training and conference attendance• Key member of management team that drove a 100% increase in revenue ($19M to ~$38M+) and 200% increase in headcount (50 to 150 employees) in a one-year period• Implemented a service center to build, repair and support an Evaluation pool of products and customer owned product. Produced a $400,000 savings in the first year• Implemented in-house product integration processes leading to an estimated savings of $200,000 annually• Successfully manage delivery of services with an annual value of over $1,000,000.• Developed relationships with Service Partners nationally to create a network of coverage across expansive customer base• Designed and developed web-based storefront for the streamlined sale of parts and products to direct customers.