I am responsible for providing nationwide field service support for both consumer electronic and home appliance products for Hisense USA. Responsibilities include managing two separate national service providers, logistics for advanced replacements and warranty parts. My goal is to provide the best customer experience possible while keeping service costs to a minimum.

National Field Service Manager - I manage over 850 authorized service centers throughout the US, Canada and Puerto Rico. Responsibilities include recruiting new service centers and technicians, managing existing centers and mentoring or replacing technicians that cannot achieve and maintain our required standards for customer satisfaction. I authorize installations, repairs, exchanges and approve all claims for payments. I have restructured our service dispatch and parts escalation procedures resulting in a reduced turnaround time for repairs from an average of over fifteen days to less than eight days.

Provided all application and network support for hospitality products including IPTV application testing and all of the digital signage presentation and support. This provided direct sales into major accounts including Delta Airlines and Walmart and the City Center project in Las Vegas.

As a pre-sales System Engineer for the Federal division of Alcatel I met with federal government customers such as Nasa, VA Hospitals, US Navy and Air force to determine their data and voice network requirements then designed and presented a network that provided a robust and reliable solution.

Systems Engineer - Installed and supported data and VOIP networks throughout the South East US.District Service Manager - Managed up to 14 system engineers and drove service revenue through professional services and service contracts.Escalation Manager - Managed escalated problem sites to drive to a rapid resolution to the problem while maintaining customer relations.