Responsible for budgets, Forecast, Service maintenance execution, Service Level Agreements and Implementation across all lines of business as it relates to several top tier strategic accounts.HR responsible for a team of Account Performance mangers and Coordinators tasked to maintain both internal and external customer relationships.Also serving as the conduit between the represented accounts and Diebold relative to established pricing, daily / weekly / monthly meetings, Time and Material engagements, internal and external reporting, Requests for Pricing (RFP’s), Requests for Information (RFI’s), Online Auctions, contractual requirements / interpretation.

15 Direct Reports -Self Service Terminal Instructors and Tier 1 Support Agents Manage training budget (8+ MM.) Schedule offsite training Courseware development Performance reviews and improvement plans Hiring responsibilities Coaching/Mentoring Manage Technical Support metrics

Global responsibilities of new product delivery to the field.Reduce field service cost.Improve field service margin.

P/L responsibilities, (9 MM budget)Communicate with customers to ensure customer satisfaction. Increase service contract revenue.Customer SatisfactionManage Key performance Indicators (KPI)Team buildingManaging of 26 technicians and 1 Administrative Assistant. Performance reviews and improvement plans Hiring responsibilities Manage parts inventory

Develop and raise proficiency levels of service technicians.Analyze product and technician performance to improve the quality of Diebold service.Provide leadership to technicians and contributed in the daily duties of a Business Team member.Manage Key Performance Indicators (KPI)

Installation of Diebold ATM’s and alarm equipment.Provide customer contact for all installation problems.Stage ATM’s and maintain warehouse.

Provide field service duties on ATM’S, Medselect and Express Delivery.Responsible for car stock and parts management.Team leader. Conduct monthly meetings and liaison between management and fellow associates.Assist Territory Advisor in parts ordering.

Responsible for service on mainframe computer equipment in Ohio, Michigan, And Pennsylvania.Managed parts inventory and monthly budget.Conducted monthly customer training classes.

Field Service Supervisor responsible for entire service department.Organized monthly customer meetings.