Chuck Messer Email & Phone Number

Ann Arbor, Mi, Us

Santa Cruz, Ca, Us

Global Service Offer Development following Product Management processes:- Identify revenue generating technical services opportunities- Perform competitive analysis and identify target market- Define deliverables and create Service Descriptions- Establish business case justification and set pricing- Ensure global service team readiness for launch- Market and Promote to global sales teams- Manage offers through the End of Life stage

Established PMO for Implementation Services- Achieved 100% PMP certification for all Project Mgrs- Implemented the first corporate PM module for global tracking of projects- Transitioned pro services to fee-based services, resulting $1M+ new revenue in first year Developed 3rd party contracts for Mgd Services, Field Operations, and Installation Services- Improved consistency and visibility of global field service operations.- Field Service CSAT results exceeded 96% in the Americas service region.Integrated acquisition of Destiny and Spectralink services into Polycom team.- Scaled up Immersive Telepresence Services support program worldwide ($30M per year).Supported 75 direct reports and over 250 indirect/outsourced team members.- Team recognized for their expertise, collaboration with others, and can-do attitude.

Responsible for Tier 1/2/3, Technical Training, Project Management, Field Service, and Logistics- Implemented call flow, after hours procedures, lab management, escalation protocols, etc.Developed fee-based service programs - booked $2.1M in 1st year sales Logistics - Reduced costs by establishing 3rd party stocking location for spare parts and implementing a recovery program to acquire non-returned parts from customersTraining - Created a portable training program to reduce travel costs for ISP customersChange Management - Updated CRM system, improved processes for Best Practices, and documented service deliverables to help sales position new offers

Us

Built service infrastructure from ground up, including people, systems, and processesDirected TAC, Field Operations, Technical Publications, and Technical Training teams- Developed service offers, technical training modules, and web tools for this start-up companySupported field trials for Sprint and Cincinnati Bell

Established technical services for optical networking startup company - Built service infrastructure from ground up, including people, systems, processes - Managed beta test programs, escalations, RMA, and remote and onsite technical support- Designed services website, defined product warranty and service offers- Reported to President/CEO and participated in corporate strategic planning

Developed the service support organization from the ground up and worked directly with the Nortel leadership team through the $800M acquisition and integration of Promatory. - Established TAC, Systems Engineering, Logistics, Training, and Tech Pubs operations- Defined the warranty and service program offers- Selected and implemented the first CRM system for support services- Developed a strategic account program including international customers- Supported beta testing and field implementation of FCS product solutions worldwide- Developed fully integrated lab and state of the art training facilities- Many processes and Best Practices created at Promatory were integrated into Nort

Espoo, Southern Finland, Fi

Bachelor Of Science - Bs, Business Administration, Management And Operations

Master Certificate In Project Management, Business Administration, Management And Operations