Ashley Jackson Email & Phone Number

Merrillville, Indiana, United States

Central Region Field Service Manager

Merrillville, In

• Plans, coordinates, and directs the activities of internal employees and PAR Support Service partners.• Manages daily activities to exceed customer SLA commitments, first time fix goals and customer satisfaction.• Review and maintain a large site base including both contractual and non-contractual sites and analyzed those markets to gain more contractual customers based on that market needs.• Review daily part logistic reports and procure parts to ensure all Field Engineers have the necessary equipment available to serve our customers timely to obtain first time fix goals.• Maintain and update weekly customer, field engineers, and part data information within the Clarify CRM software. • Attend and/or host daily conference calls with technicians, management, or internal/external customers to review any outstanding issues, pending projects, or obtaining a resolution to a possible ongoing issue with service or pending/completed installs.• Coordinate Point of Sale hardware and software implementations for assigned Quick Serve and Fast Casual Restaurants in the Hospitality industry. This includes interacting with various internal PAR teams and external customers, subcontractors, vendors, and key management to successfully complete the defined scopes of work.• Maintain constant communication between inter-departmental PAR personnel and customers before, during, and after installations or onsite service visits. Work will all internal PAR departments and external customers to facilitate customers concerns to come to a satisfactory resolution.• Travel quarterly to meet with PAR technicians, installers, and various customers to obtain feedback on various issues to ensure those concerns are addressed.

Northwest Indiana

* Complete first line maintenance of NCR retail terminals, self checkouts, and various ATM models.* Complete troubleshooting and repairs of networking equipment such as switches, data cabling, and servers.

Merrillville, In

• Managed daily operations including the dispatching and scheduling of technicians to meet Service Level Agreements across the Midwest and Western Regions of the US. • Reviewed and maintained a large site base including both contractual and non-contractual sites and analyzed those markets to gain more contractual customers based on that market needs.• Completed quarterly employee evaluations/reviews while providing them with performance data to continue to meet or exceed the departmental quarterly goals.• Reviewed daily part logistic reports and procured parts from other regions or depot to ensure all Field Engineers had the necessary equipment available in their respective areas to serve our customers timely.• Maintained and updated weekly customer, field engineers, and part data information within the Clarify CRM software. • Attended and/or hosted daily conference calls with technicians, management, or internal/external customers to review any outstanding issues, pending projects, or obtaining a resolution to a possible ongoing issue with service or pending/completed installs.• Coordinated Point of Sale hardware and software implementations for assigned Quick Serve and Fast Casual Restaurants in the Hospitality industry. This included interacting with various internal PAR teams and external customers, subcontractors, vendors, and key management to successfully complete the defined scopes of work.• Maintained constant communication between inter-departmental PAR personnel and customers before, during, and after installations or onsite service visits. Worked will all internal PAR departments and external customers to facilitate customers concerns to come to a satisfactory resolution.• Traveled quarterly to meet with PAR technicians, installers, and various customers to obtain feedback on various issues to ensure those concerns are addressed.

Glenwood, Il

• Maintained a large customer site base in the Quick Serve / Hospitality industry.• Completed onsite replacement or repairs of Point of Sale hardware and software within the stores environment. • Repaired and installed data cabling and configured patch panels and switches. • Road warrior with occasional travel to other states to assist with coverage or field engineer training and development.• Completed onsite training with customers to reviewed newly installed hardware and software solutions.• Met and exceeded SLA agreements for dispatched service requests.• Ensured that quarterly company field service goals were met or exceeded to increase the customer satisfaction.• Completed post installation audits of installs completed by our installation department to ensure customer satisfaction.

Greater Chicago Area

• Provided initial setup and delivery PC hardware, software, peripherals, and networks in a customer’s location. • Setup and configure wired/wireless networks with secured connections along with configuring basic to advanced file and printer sharing.• Diagnosed notebook and desktop hardware, software, peripherals, wired/wireless networks, and other related PC issues or concerns while either in the store environment or remotely.• Developing relations with customers while also providing them with recommendations that will better their PC experience.• Responsible for training of other technicians to increase their knowledge of PC related issues.• Deliver setup home entertainment systems. This including mounting TVs and associated brackets for other devices connected to the home entertainment systems.

Greater Chicago Area

• Maintained the bowling centers computer scoring hardware, software, and network.• Assisted in training and supervising staff on how to operate the computer scoring system, registers, and helped them to be knowledgeable on basic to advanced bowling center operations.• Organized various group and private party functions at the bowling center.• Assisted in managing and keeping control of inventory within the bowling center.• Maintained bowling center pin-spotters.