J. Michael Brown Email and Phone Number

Reporting to the Vice President of North American Service, responsible for ensuring client success, improving product performance, and reduce service costs across US and Canada. Manage a multinational team that provides remote and onsite escalation support to the service technicians across North America. Also lead a team of Program Managers focused on transforming our service model to reduce costs in parts and labor. Work in partnership with product engineering, supply chain, and manufacturing organizations to identify, implement and track results of initiatives for improvement. • Key accomplishment: Reinvented our support model for the Technical Service Representatives from a centralized off-shore hotline, to a distributed model utilizing our highest skilled specialists across North America. This new tiered model utilizes the existing phone support for the simpler diagnostics to keep costs low, while enabling instantaneous access to Advanced Care Engineering Specialists using new technologies like a cloud-based phone system and Augmented Reality collaboration applications. This support has improved our resolution time for our clients by 41%, while saving $7.1M (net) in Parts and Labor reductions in North America alone.

Reporting to the Vice President of North American Service, responsible for improving product performance and service costs across US and Canada. Manage a multinational team to identify and reduce variability across the continent and develop best practices to improve performance of the identified poor performing service teams. Also, responsible to improve overall product performance across the globe, in partnership with product engineering, supply chain, and manufacturing organizations to identify, implement and track results of initiatives for improvement. Lead cross-functional Lean Six Sigma Black Belt teams in various projects. Recent projects included developing a new Customer Self-Service model, improving field service escalation processes, and reducing replacement printer expense.

Leader of the Field Service Specialist and Analyst organization that handles onsite escalations across the US on the toughest issues. The group is also responsible improving machine reliability and driving down parts costs in the regions they support. Also manage the national productivity programs such as printer replacements, and field repair kits for the highest cost assemblies.

Responsible for development and implementation of productivity improvement programs and web-tools used by our 2nd level support hotlines, and our service repair technicians and analyst communities on-site at our customers.

Project manager for support programs for 2nd level hotline support teams. These projects include alternative support models and developing success metric reporting.

Managed a range of 2nd level hotline support teams supporting the service technicians in the field and our customers themselves. In additon to the hotline support to the field, we also provided product performance analysis to the engineers and upper management.

Supervisor for 2nd level hotline support for customers and technicians supporting high-end production printers.

Developed support skills needed profile for new solutions offered by Xerox, and provided initial launch support as the hotlines came up to speed on the solutions.

Hotline support for high-end production printers. Issues handled include job workflow, application configuration, and network connectivity.

Managed Service Department for a small computer company. Responsibilities included managing service technicians, scheduling service calls, and procuring new service contracts with customers.