Growth Manager

Promoted to District Manager; converted an underperforming service area into one of the Indigo Division’s top districts; and succeeded in producing the NE District’s highest Net Provider Scores (NPS) worldwide. • Built and managed a “best-in-class” technical service organization to support commercial, industrial, and manufacturing digital printing customers throughout a five-state Northeast United States, Ontario and Quebec Canada district and provided decision-making on district P&L, revenue growth, customer engagement, training, and cost control.• Promoted a continuous improvement culture across all areas of installation, service, and repair; created and implemented district strategies to align with HP’s business objectives; and initiated changes responsible for achieving Total Customer Experience (TCE), exceeding Qtr. GM targets; generating sales growth, and exceeding NPS goals. • Fostered teamwork; directed two Service Supervisors; and trained, mentored, and led a team of 20+ Field Services Engineers responsible for providing installation, service, and repair for up to 300 high-profile digital printing clients.• Managed the district’s Customer Excellence Program and other customer experience initiatives; ensured all Field Service Engineers were trained to drive outstanding customer satisfaction; and improved customer satisfaction scores from lowest to highest across the Indigo Division.• Established quality as key components of all service and repair activities and used an attention-to-detail leadership style to motivate Field Service Engineers to exceed contracted SLAs and service metrics.• Partnered with HP’s Sales Team through Customer Awareness Programs; worked with Field Engineers to identify new sales channels in existing accounts; and leveraged technical expertise to reduce costs.• Served as a working District Service Manager; visited customer sites; and provided solutions to escalated and more complex customer service calls.

Delivered exceptional results for six consecutive years managing escalated service calls throughout HP’s Indigo Division’s Northeast District; served as a key on-site and remote technical resource to 25 Field Engineers; and led efforts to achieve TCE and NPS objectives.• Worked with HP’s Technical Group to analyze and repair routine, complex, and emergency technical issues involving Series 1, Series 2, and Series 3 industrial and commercial Indigo digital printing equipment and products.• Cultivated a strong rapport with customers; managed all escalated field service work from beginning-to-end; and delivered Total Customer Excellence on all customer visits. • Responded to numerous service questions on all areas of digital printing equipment installation, repair and maintenance; served as a key technical resource to existing Field Service Engineers and mentored new Field Service Engineers.• Leveraged a thorough knowledge of digital printing equipment parts to ensure the correct replacement item was installed saving over $250K annually. • Prepared and maintained well-documents reports on all service calls.

Aggressively recruited away from Eastman Kodak; assigned to HP’s Indigo Division; and trusted to provide on-site diagnosis, repair, and service on all HP Indigo products including Series 1, Series 2, and Series 3 commercial and industrial digital printing presses.• Provided software diagnosis and repairs across a large upstate New York territory and prioritized, coordinated, and managed technical support services involving as many as 20 digital HP Indigo digital printing presses (sheet & web fed) and Front Ends.• Quickly established technical installation expertise of all Series 2 and Series 3 (sheet fed) digital printing presses; performed troubleshooting and repairs of press chillers for the Series 2 and Series 3 presses; and provided extensive user maintenance training.• Promoted customer excellence in all installation, service, repair, and user training activities and led efforts to help customer’s improve workflow and inventory management.

Promoted to a leadership position within the company’s Northeast Region and served as the technical services product specialist for Eastman Kodak’s high-level digital printing systems.• Traveled to customer sites throughout a large Boston and upstate Massachusetts region; routinely managed escalated service calls involving the most complex service issues; and delivered 100% customer satisfaction across all installation, repairs, and emergency services.• Collaborated with engineering teams to resolve high-level technical problems and key part of a technical project team responsible for creating mentoring strategies for Field Service Engineers resulting in improved performance, productivity, and operational effectiveness.FIELD SERVICE ENGINEER (2002 - 2005)Retained as a Field Service Engineer following Kodak’s acquisition of NexPress Solutions; performed software diagnosis and troubleshooting on NexPress and Digimaster digital printing equipment; and exceeded customer satisfaction goals across all areas of software troubleshooting, repair, and service.• Established quality workmanship and customer satisfaction as key components of each service call and served as an installation expert of all NexPress Digital Color Presses and Digimaster product lines.• Primary customer point-of-contact on all technical issues involving NexPress and Digimaster digital printing systems and provided routine and advance user training.

Retained as a Field Service Engineer following Kodak’s acquisition of NexPress Solutions; performed software diagnosis and troubleshooting on NexPress and Digimaster digital printing equipment; and exceeded customer satisfaction goals across all areas of software troubleshooting, repair, and service.• Established quality workmanship and customer satisfaction as key components of each service call and served as an installation expert of all NexPress Digital Color Presses and Digimaster product lines.• Primary customer point-of-contact on all technical issues involving NexPress and Digimaster digital printing systems and provided routine and advance user training.

Performed the work of a Software Integration Test Engineer for a newly formed spin-off company specializing in integrated image processing (IIP, device development) and used highly adaptable technical service skills to improve test productivity, consistently and quality.