Eric Bailey Email & Phone Number

Bativia, Ohio

Responsible for building, maintaining, and managing the Service-focused business relationship with all of Milacron’s customers. Core responsibilities include planning, directing, and coordinating the most efficient and cost-effective resolution of customer’s service requests, and supporting the Aftermarket Field Sales team with proactively selling inspections, preventative maintenance, long-term service contracts, and digital solutions to grow Milacron’s Service revenue with new & existing customers.Take ownership of financial and key performances indicators pertaining to Aftermarket ServiceResponsible for margin and revenue performance of the Aftermarket P&LManages experienced professionals (North America Aftermarket Service Field Technicians & Independent Service Providers) whose duties focus on analysis, repair & service of Milacron machines in the field.Exercises full management authority, including performance reviews, pay decisions, recruitment, discipline, termination & other personnel actions, planning/scheduling, completing/approving all work order documentation via Salesforce (SFDC)Manage and schedule all 3rd party service providers to facilitate new machine startups, retrofits, and other Service-related events that require rigging and/or trucking supportEstablish pricing and associated commercial policies/quotes with the support of Field SalesCreate and manage Service business forecasting & budgets to achieve our Aftermarket Breakthrough ObjectivesChampion Milacron’s digital service offerings by partnering with Field Sales and other cross functional teams to increase the adoption on new machines & those already in the fieldParticipate with sourcing employees to remain cost competitive with high quality componentsDevelop customer-specific Service strategies in collaboration with the Aftermarket Field Sales team

Cincinnati, Ohio, United States

The Field Quality Specialist is responsible for managing 75-120 Retail site locations. Role is dedicated to ensuring vendor service delivery meets customer expectations. Position serves as an operational escalation point between the client(s) field operations specifically District Managers/ AVPS, and in some instances store managers, in addition to USM internal... Position serves as an operational escalation point between the client(s) field operations specifically District Managers/ AVPS, and in some instances store managers, in addition to USM internal account teams.This individual is responsible for visiting the daily locations in their territory at a minimum 1x a month, some locations may require multiple visitsThis individual assists with vendor on-boarding, training, and building relationships with the crews and key points of contactsIndividual may be required to attend servicesThis individual is required to support grand openings and remodels with visitations on specific datesDrives operational service performance of suppliers inclusive of training and on site visitMeets and tours with District Managers, as required, minimum once per quarterVisits sites in their designated territory minimum once per monthReviews contracted services and frequencies with Account Management to find opportunity for additional servicesWorks closely with internal service team to drive customer service and resolutionsAny other duties assigned by managementRole is dedicated to ensuring vendor service delivery meets customer expectations. Position serves as an operational escalation point between the client(s) field operations specifically District Managers regional managers, and in some instances store managers, in addition to USM internal account teams.This individual also partners with Account Management in a relationship management capacity to support the client(s).Works closely with internal service team to drive customer service and resolutions

Norwood, Ohio, United States

Travel Domestic and International to sites and look over the situation and decide how the new piece or complete system can be best installed to meet the customer's needs. Adjust the installation plan on the fly while completing everything by the completion deadline. Performing adjustments to the conveyor or rail system the customer has in place. Once installed adjust the labeler to position the label on the product in the correct placement. Products run between 30 to 600 pieces per minute.

Cincinnati Metropolitan Area

Provide on-site service repairs being available 24 x7Train operators on how to best operate the equipment, how to perform daily, weekly and monthly maintenance tasks Train new techs and how to perform maintenance tasksTroubleshoot and perform repairs to electro - mechanical systems and sub-systems including air conditioning, external coolers, halogen and UV drying systems, suction feed systems, conveyor belt transport systems, circulation pumps, hydraulic systems, server rack systems, video monitoring systemsProvide troubleshooting phone support for customersMaximize equipment up-time through timely, response and effective/efficient repair and maintenance to ensure high levels of customer satisfactionCommunicate and interact with customers, sales and other service counterparts in a positive, courteous and professional manner and always present a professional image Maintain onsite inventory thru auditing, usage and return tracking

Cincinnati Area, Ky

Specialized in providing hardware and software support for the color / black and white production continuous forms products. Along with providing the same support for in-line and near line Pre-Post products.Provided direct support to diagnose and resolve complex hardware or software failures or problems, along with assisting other service technicians as required.Communicated regularly with Level 2 Support and engineering regarding new technical problems and fixesAttended manufacturer/vendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changesDistributed technical information to service technicians and service management as requiredServed as a role model and exhibited professional appearance and behavior at all times, under the most difficult situationsA positive influence/champion within the team/organizationProactively sought ways to improve product reliability, and customer satisfaction.Analyzed equipment performance reports and makes appropriate recommendations to client and managementProvided emergency call back-up supportWorked closely with sales to maximize base growth opportunitiesAssumed responsibilities of Field Service Manager as requiredCompleted all required administrative tasks in an accurate and timely mannerWas available to work shifts, stand-by, and/or on-call as requiredComplied with all company policiesEffectively handled communications, and the most difficult customer situationsActed as a communication link on unresolved technical problems/issuesInteracted with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performedMaintained productive, professional relationship with all company personnel.Performed other duties as assigned.Maintained Inventory stocking levels thru proper usage and return tracking as well as auditing.

Cincinnati, Ohio, United States

Responsible for the day to day maintenance, troubleshooting and repair of mail opening, document scanning and/or robotic material handling equipmentInstalling and setting up new equipmentInteracted with the customer to determine the problemCompleted field service reportsKept the customer informed as repairs are made and answer any question that may arise.Interacted with management as well as other personnel to analyze and correct any equipment performance issues.Completed and submitted weekly online time cards and expense reportsTraveled to customer sites to assist engineering and field service groups with initial installations, implementation of new features, and resolution of on-site problems.Perform in-field Database & software maintenance – test, troubleshoot, document changesAssisted in rapidly developing software & technical solutions to support products.Manage a diverse and complex scope of support issues directly related to the use, support and implementation of products.Provide software assistance to our field service and technical support groups.Work closely with software engineers, application engineers, and other subject matter experts to gather product-related technical source information.

Cincinnati Area, Ky

Came on board to help create a production team, to develop process and procedures ( including sales, service and customer expectations). Monitor service calls utilizing auto dispatch system (voicemail and email) and update Sales or Customer Service Center about the status of the accountAlert other technicians/and manager of any call that is in excess of what can be completed within existing customer commitments and expectations.Call every customer within 30 minutes after acceptance of a service call. Attempt to resolve remotely or provide the customer with an estimated time of arrival that will fulfill their needs. Plan the order of service calls so that a minimum of five service calls per day are completed while still maintaining all customer commitments. Notify all customers regarding all delays or changes to scheduling.The technician is responsible for completing all preventative maintenance and emergency calls within their assigned territory. Inform manager of the parts status for incomplete calls and complete those calls on a priority variance. Manage your territory and close each service call through the auto dispatch system.The technician is responsible for competing 40 hours of both technical and non-technical training per year.Maintain Inventory levels thru accurate reporting of parts usage.

Milford, Ohio, United States

Make cold calls to establish relationships and build my book of business from the ground upSell and close new and existing customers to move their freightNegotiate price with shippers and carriersManage daily shipments, tracking them and updating the customer daily, resolving issues, to ensure pickup and delivery is on time, 24/7/365Once shipment is completed follow up with customer, invoice customer and Pay the truckLead the team on Saturday ( 40 sales reps). Handle Escalations, ensure loads are covered.

Central Region /Ohio West Virginia Kentucky

Managed a team of 45 Field Service techs.Full P&L responsibilities did a P&L review monthly with upper managementManage field service team to provide optimum customer services.Develop workflow for the field service team.Assist in goal setting, skill enhancement and performance reviews activities for field service staffs.Investigate and resolve any issues resulting from substandard performance.Ensure company policies and procedures are followed by the team members.Provide training to service team as needed.Developed a bench by mentoring up and coming peopleProvide support and guidance to service staff to ensure timely and quality customer services.Develop programs to improve technical and customer service skills of service staffs.Address customer enquiries , resolve issues and obtain customer feedback proactively.Identify and resolve employee concerns/complaints.Maintain positive and healthy relationship with various teams to ensure customer service effectiveness.Support service teams in achievement of service goals.Conducted all interviewing and hiring new professionals.Ensure that the resources are properly trained to meet service objectives.Managed resource identification and planning.