Gregory Gray, Pmp Email & Phone Number

Responsible for leadership and management of a team of more than 140 Field Service Technicians, Supervisors and Managers in providing technical support to both governmental and commercial customers utilizing our threat detection and security screening equipment within the Western United States. Lead and promoted a culture of teamwork, excellent service delivery, a safe work environment and profit maximization. • Managed high performance field service teams to consistently meet or exceed performance metrics including PM completion, call resolution and closure, mean time between critical failures and Operational Availability• Developed and managed critical account escalation procedures in collaboration with applicable service program managers• Provided leadership on complex projects and consistently worked with other Smiths functional organizations to assist in providing customer solutions• Mentored and developed managers, supervisors and technicians with an emphasis on successful delivery of service needs and driving customer satisfaction• Routinely participated in service sales opportunities and assists with promoting and implementing revenue programs• Strong leadership and interpersonal skills and the ability to work effectively with a diverse team • Routinely made decisive and prudent decisions in the absence of direct managerial guidance• Consistently demonstrated excellent communication and problem-solving skills • Utilized experience and reasoning to develop and execute various service and business plans• Conducted frequent customer site visits to both commercial and governmental accounts to reinforce our commitment to provide quality, high-end service and develop customer relationships• Developed and implemented a customer satisfaction awareness and training program• Member of Global Safety Task Force where we worked to review incidences and develop plans and procedures to prevent reoccurrences

Western United States

Responsible for management and support of a team of 23 Field Service Engineers and 2 Area Supervisors providing technical support for commercial and government agencies for the Western United States, Alaska, Hawaii, Guam and the Islands of Micronesia. Smiths Detection manufactures and services x-ray, threat and contraband detection equipment for use by commercial and government agencies such as airports, borders, ports and the military. Security is vital to the health and welfare of our citizens and my team is serious about providing timely service that not just meets but rather exceeds the expectations of our customers. • Coordinate service goals and expectations with the scheduling department and the Western Regional Service Manager to make sure that my team’s goals align with those of corporate.• Perform weekly meetings with all team members to reinforce performance expectations and goals and to conduct employee development, coaching and training programs both individually and as a team.• Coordinate technical training, re-certification and security clearances of team to ensure that current requirements are being met.• Conduct frequent customer site visits to both commercial and governmental accounts to reinforce our commitment to providing quality, high-end service and to develop customer relationships.• Perform daily workflow analysis and scheduling adjustments to make sure that staffing levels are consistent with customer demand. Work with field technicians to ensure that down time is utilized to maximize productivity.• Monitor and manage P & L and budgets including forecasting, revenue and cost management.• Improved productivity by 8% while reducing overhead costs and overtime.• Developed and implemented a customer satisfaction awareness and training program.• Created and implemented a NPS (Net Promoter Score) metrics reporting system.

• Support of the appliance repair and service division with multiple locations within the Southern California market. • Responsible for utilizing a team of 160 field service technicians and 7 managers while providing in-home service to over 250,000 customers annually. • Analyzed customer metric data to develop an action plan to drive the growth of revenue, fulfill cost reduction goals and provide for excellent service and customer satisfaction. Studied performance trends and developed strategic solutions to improve performance and meet EBITDA goals. • Educated and developed the technical workforce to utilize the revenue opportunities within the district through paid labor, Value-Added Sales Program, parts sales and commercial accounts. • Ensured compliance with all technical processes and procedures and acted with urgency to meet technical management needs. • Monitored staffing levels based on customer transaction patterns while also monitoring key performance to ensure state of service, cost per call and productivity.

Senior level management position responsible for managing the organization’s service and technology operations, along with daily management affairs. Provided technology leadership and vision while developing operational strategies to manage the company’s print and IT service and marketing functions. • Lead a team of 85 technicians, managers, supervisors, dispatchers, contract administrators and parts coordinators. Directed and steered hiring and training of staff, with strong focus on customer service and relationship building. Increased service productivity by 78% (2.7 calls per day to 4.4 calls per day)• Increased service revenue while increasing service gross profit by 26% (from 42% to 53%). In addition, reduced service response time by 68%, from an average of 21.2 hours to 6.8 hours.• Set strategic direction to oversee the operational activities from planning through tactical execution, along with operations, sales and service programs – Ex: “Care Card” program – Used to evaluate service and provide sales opportunities• Focused on new product and service offerings to increase revenue. • Improved morale by increasing the effectiveness of the chain of command, and providing support, leadership and training• Played a pivotal role in the management of internal operations, including inventory, logistics, financial forecasting, response to RFP’s/Bids, IT systems and infrastructure planning• Adept at establishing positive customer relationships and resolution of service issues and concerns

Managing staff of 50+ including Technicians, Managers, Supervisors, Dispatchers, Contract Administrators, and Parts Coordinators. Responsible for Internal IT Systems, Inventory Control / Ordering / Forecasting, Resolving Customer Issues / Concerns, Financial Results / Forecasting, Performance Evaluations of Staff, Training and Development of Staff, Recruiting, Interviewing and Hiring.

Managing staff including Technicians, Managers, Supervisors, Dispatchers, Contract Administrators and Parts Coordinators. Responsible for Inventory Logistics, Internal IT Systems, ordering/forecasting/inventory control of parts, resolving customer issues/complaints, financial results/forecasting, performance evaluations of staff, development of staff, recruiting, interviewing and hiring.

Western United States

Managing staff of 205 including 12 service managers in the Western United States, responsible for achieving $25+ million in revenue budget and the execution of all technical and operational support, human resource issues within region, performance evaluations of managers, recruiting, interviewing, hiring, development of staff, final resolution of customer issues/complaints, creating and implementing incentive programs for staff.

Managing staff of 25 including CSR’s, Supervisors, Dispatchers, ordering/forecasting/inventory control of parts, resolving customer issues/complaints, financial results/forecasting, performance evaluations of staff, development of staff, recruiting, interviewing and hiring.

Service of copiers and other office equipment, selling service agreements and supplies, generating sales leads and resolving customer issues

Greater Los Angeles Area

Service of Copiers and other Office Equipment, Selling Service Agreements and Supplies, Generating Sales Leads and Resolving Customer Issues.

Bachelor'S Degree, Applied Studies - Organizational Management

Electrical And Electronics Engineering

Business Administration And Management