Donald Bernard Email & Phone Number

Columbus, Ohio Area

ADB is the leading designer and manufacturer of innovative products, solutions and services for airfield lighting around the world. My responsibilities included Field Service, Depot Repair, Project Management, after-market business development. Area of responsibility was North, Central and South America. * Business Process Owner (BPO) for SAP conversion in 2015. SAP, CS Trainer.* Created and launched Service Level Agreements (SLA's), 2014. See ADB's web site for details. * Traveled extensively in North, Central and South Americas to present and sell SLA's; and access customer satisfaction. * 2016 After-market service revenue increased 32% over 2015. * Decreased average repair depot turnaround time (TAT) from 30+ days high, to <10 days.* Spearheaded new product development for ADB's after-market services.March 2013 to March 2016 - Engineering Services Manager - Responsible for Technical Service and Project Engineering services for North, Central and South America.April 2012 to March 2013 - Technical Service Manager - Responsible for field service, technical phone support, depot repair services, service business growth and processes.

Wilmington, North Carolina Area

Led the development of an after-market service/support business within the product sales group for this Swedish based company. Operational responsibilities include project management, facilities management, associate training, safety, IT (Visual Enterprise), accounting, installation, break-fix and preventive maintenance services; overall P& L. Served on corporate business develop team.Sourced, qualified & delivered subcontracted service/support business that reduced overhead cost and increased after-market profit margins by 21%; created and implemented family of after-market service products to expand current SLA’s for governmental and non governmental clients, as well as provide additional revenue streams. Established business development goals as well as individual employee annual goals; developed formal policy and procedures for staff and business; established KPI (key performance indicators) for the group; formalized resource scheduling and service response call management. Voracious traveler within the U.S. to promote service sales and product upgrades; implemented quality standards using six sigma techniques; reduced operating cost by upgrading current services and replacing non-performing suppliers.Road-mapped and created Dustcontrol US's first e-commerce portal where customers could order spare parts on line.

Medina County

MAJS (Medina Area Job Seekers) is a grass roots start up organization for the purpose of assisting both salary & hourly job seekers in their search and preparation for their next career. MAJS partners with three neighboring county workforce development centers in NE Ohio region. What started out small evolved shortly to over 400 registered members in the Medina County area. Provided leadership, direction; established a leadership core team to assist; developed web site as primary communications tool for notices and job postings, resume and interviewing tips; held bi-monthly meetings for training, encouragement. Multiple speaking engagements; presentation via local TV broadcast. This organization remains a service to the community through local leadership in Ohio. {Most activities were organized and supported after normal business hours}

Provided general plant management for a small, family owned business responsible for production, human and equipment utilization, customer order processing, customer satisfaction and retention, new business development, sales and marketing, outside sales representation; invoicing, quality audits as outlined in QS9000 and TS16949 standards.

Responsible for leading a large, complex, and diverse enterprise support operation, including all installation, break-fix and preventive maintenance support activities across the U.S. Managed a national ecosystem of support centers, stocking locations, field engineers, and services partners delivering 24x7x365 support. Responsible for Customer Service Call Center, core member of business development team.Successfully lead the transition team to establish a “one look” business group combining two separate service businesses into one. (MCPC Computer/Consulting Services and Wizard Computers).Increased service response optimization by implementing field mobility solutions deploying Great Plains and Click software; developed technical and soft skills performance standards, provided training.

Responsible for leading a national support operation, including installation, break-fix and preventive maintenance support activities. Managed a service supply chain of field engineers and services partners delivering 24x7x365 support. Accountability included developing and implementing aftermarket service products, and improved operations processes within the SBU. Developed infrastructure to support a team of Project Managers, Field Engineers and Resource Scheduling managers. Provided preventive and emergency customer service support, 24/7 call center operations, with total P & L accountability. Served on corporate business development team. Products include DC power equipment, HVAC, backup power and telecom systems.Responsibilities included Customer Support Call Center; field service engineers and contractors;program management, business development, government and enterprise contract compliance; sales support; developed policies and procedures; supporting roll out of new technologies; customer satisfaction; presentations at $Billion dollar clients, collaboration with external department managers and functional areas; presented business review presentations to executive management; performance reviews, goal setting, KPI & metric leadership and succession planning. I was the business unit manager, mentor, coach, meeting facilitator, strategic planner. Provided training both technically and soft skills for the many new hires as well as tenure individuals.

Solon, Ohio

Global responsibilities for Pressco's after-market Support Services Group. Departments included Technical Call Center, field service,customer training department, and in-house repair services. Personally involved in business development and outside sales of support services. Traveled and conducted international business in most countries in Europe, Americas and many parts in the Asia Pacific region.

Solon, Ohio

Rexon/Tecmar designed, engineered and sold software and hardware for personal computers. Products were for all makes and model of personal computers. Responsible for Technical Support Call Center, in-house depot repair, customer training, international support to third party distributors. Global responsibility. Established company's first service and support center in Aldermaston, England.

Cleveland/Akron, Ohio Area

From Field Service Trainee to Field Service Manager responsible for Ohio, Indiana, Pennsylvania. Supported three state territory with a technical workforce of 35 field service engineers. Branch managers were responsible for customer satisfaction and sales quotas within their region.

Applied Studies

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Certification

Associate Studies

Education record