James A. (Jim) Smith Email & Phone Number

A highly experienced Senior Manager, effective in mentoring and coaching team members and middle managers, leading to the creation of a world-class service organization. Responsible for creating a network of factory CSR's with key account responsibilities bringing direct technical support to the customers in the Americas with the expansion of technical support to EMEA and the AP.A visionary leader with foundational core values of integrity, conviction, and courage. Experienced in leading cultural transformation that energizes employees resulting in a high-performance team culture.Involved in key company acquisitions and served as integration team lead on several.Opened remote locations in Brazil and developed an agent network throughout Latin America. Consistently ranked in the upper 90% in customer satisfaction ratings.Oversaw tooling design department supplying new designs unique to customer specifications, applications, and product development.Directed the aftermarket order fulfillment and strategic pricing maintaining 55% gross margin for parts and technical service.Strong technical analytical skills used for troubleshooting a variety of issues and problems.Project Management Lead for companywide customer service initiatives reducing errors by 90% and associated costs of up to 50%.Factory training of operations and maintenance personnel to enhance and apply talents. Overlapped responsibilities with operations and built a cross-functional team operating as both assembly and technical support maintaining on average 35% travel, increasing employee retention.Managed the technical multimedia publications department for the creation of technical manuals.Oversaw Legal Risk Management; conducted risk assessments and accident investigations involving the customers' personnel in the use of the equipment related to product liability.Extensive use of Microsoft Office Suite which includes being an experienced power user in Excel.+

Listed skills include Leadership, Continuous Improvement, Lean Manufacturing, Sales Management, and 17 others.

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  Wisconsin School Of Business

  Certified Service Executive