Gene Phillips Email & Phone Number

Trussville, Alabama, United States

Trussville, Al

Responsibilities included: • Overseeing seven Southeastern states, the Ohio Valley, and the Pacific Northwest by supporting Service Technicians on customer sites with professional skills and parts for repair. Advising on hardware and soft skills needed to build customer relationships under certain Service Level Agreements (SLA’s).• Directing and managing a team of twenty Field Service Technicians and three Area Supervisors. This included daily SLA performance, workload monitoring, balancing and meeting customer expectations. Responsible for all hardware and software support directly related to client issues.  Strategically managing Service Technicians with SLA performance. This included providing timely, relevant information to those who needed it.  Communicating weekly status reports to the Vice President of Service. Enhancing team productivity and morale through creative coaching and mentoring. Performing complex maintenance and repair (break/fix) and testing on all POS equipment including NCR, IBM, etc and all peripherals. Traveling nationwide and successfully recruiting Field Service Technicians as needed for client contracts. This included advertising open positions, interviewing potential candidates and hiring new employees. This process included coordinating with Human Resources to secure necessary employment documents for background checks and drug screening. Employee counseling including records of discussion, discipline warnings and etiquette in the work place. Versed in rewarding good performance and reviewing employees for yearly and bi-yearly performance evaluations to determine merit increases.