• Lead and direct service activities for nearly a thousand display installations around the globe• Manage a group of Regional Service Managers• Assess, disposition and manage all service and maintenance opportunities• Disposition service requests by type and urgency• Manage and deploy field technicians and partners• Assess correct resources to match service and maintenance requirements, contact and schedule appropriate deployment technicians or service contractors•… Show more • Lead and direct service activities for nearly a thousand display installations around the globe• Manage a group of Regional Service Managers• Assess, disposition and manage all service and maintenance opportunities• Disposition service requests by type and urgency• Manage and deploy field technicians and partners• Assess correct resources to match service and maintenance requirements, contact and schedule appropriate deployment technicians or service contractors• Monitor and provide guidance and support to deployed resources• Secure pricing from and assure partners work to the budget• Prepare accurate proposals• Communicate current and future critical issues, as well as service/maintenance and warranty trends and make recommendations for improvement Show less

• Lead and direct service activities for nearly a thousand display installations around the globe• Manage a group of Regional Service Managers• Assess, disposition and manage all service and maintenance opportunities• Disposition service requests by type and urgency• Manage and deploy field technicians and partners• Assess correct resources to match service and maintenance requirements, contact and schedule appropriate deployment technicians or service contractors•… Show more • Lead and direct service activities for nearly a thousand display installations around the globe• Manage a group of Regional Service Managers• Assess, disposition and manage all service and maintenance opportunities• Disposition service requests by type and urgency• Manage and deploy field technicians and partners• Assess correct resources to match service and maintenance requirements, contact and schedule appropriate deployment technicians or service contractors• Monitor and provide guidance and support to deployed resources• Secure pricing from and assure partners work to the budget• Prepare accurate proposals• Communicate current and future critical issues, as well as service/maintenance and warranty trends and make recommendations for improvement Show less

• Assess, disposition and manage all service and maintenance opportunities• Disposition service requests by type and urgency• Manage and deploy field technicians and partners• Assess correct resources to match service and maintenance requirements, contact and schedule appropriate deployment technicians or service contractors• Monitor and provide guidance and support to deployed resources• Secure pricing from and assure partners work to the budget• Prepare… Show more • Assess, disposition and manage all service and maintenance opportunities• Disposition service requests by type and urgency• Manage and deploy field technicians and partners• Assess correct resources to match service and maintenance requirements, contact and schedule appropriate deployment technicians or service contractors• Monitor and provide guidance and support to deployed resources• Secure pricing from and assure partners work to the budget• Prepare accurate proposals• Communicate current and future critical issues, as well as service/maintenance and warranty trends and make recommendations for improvement Show less

Provided strategic planning and oversight of technical training strategies and initiatives as well as organizational development in field. Tracked and recorded compliance to policy and training. Designed and delivered technical and process training for technicians.• Redesigned technical training curriculum, reducing training time from 4 days to 1-2 days.• Developed tools and reports for 14 managers and respective staff, allowing managers and staff more time to manage teams proactively… Show more Provided strategic planning and oversight of technical training strategies and initiatives as well as organizational development in field. Tracked and recorded compliance to policy and training. Designed and delivered technical and process training for technicians.• Redesigned technical training curriculum, reducing training time from 4 days to 1-2 days.• Developed tools and reports for 14 managers and respective staff, allowing managers and staff more time to manage teams proactively with up-to-date data.• Established and facilitated training for managers, resulting in improved management skills.• Created and implemented part order review process, lowering costs by $4 per call.• Analyzed data and collaborated with managers, making training recommendations for new and incumbent technicians. Show less

Responsible for overall capacity management for in-Home repair District/Territory and general management of the dispatch team.Investigated business performance issues and successes and implemented strategies to improve future performance. Managed up to 20 direct reports. As TCM, managed 4 district capacity managers. Foretasted productivity and head count needs 12-18 months in advance.• Supported district and eventually entire territory by providing routing solutions for 600+… Show more Responsible for overall capacity management for in-Home repair District/Territory and general management of the dispatch team.Investigated business performance issues and successes and implemented strategies to improve future performance. Managed up to 20 direct reports. As TCM, managed 4 district capacity managers. Foretasted productivity and head count needs 12-18 months in advance.• Supported district and eventually entire territory by providing routing solutions for 600+ technicians.• Improved travel times and reduced lost time 12% by reviewing travel and lost time reports and providing recommendations for systematic changes and coaching for field managers and technicians.•Provide direction to District General Management on capacity utilization, productivity optimization and overall resource management to drive business results; provides solutions that maintain and optimize technician profiles using capacity gap analysis•Empower and coach team to manage and maintain optimal system parameters to ensure the best possible capacity management solution, build and maintain tech coverage areas, shift patterns, technical schedules, vacation and training plans, and analyze demand patterns and ensure alignment of technician coverage areas to minimize technician transit time and optimize technical productivity•Monitors district response time, cost per call, customer promise and productivity metrics to improve opportunity to improve district performance Show less

Led teams of 20 – 120 technicians. Trained associates to provide superior customer service, sales, productivity, and to obtain / maintain all business goals.• Received Top Performer Award 4 out of 5 years in position for leading team in achieving productivity and customer service goals (118% to plan).• Earned top ratings in safety and performance by establishing safety practices that resulted in fewer injuries while in customer homes and developing communication tools to discuss… Show more Led teams of 20 – 120 technicians. Trained associates to provide superior customer service, sales, productivity, and to obtain / maintain all business goals.• Received Top Performer Award 4 out of 5 years in position for leading team in achieving productivity and customer service goals (118% to plan).• Earned top ratings in safety and performance by establishing safety practices that resulted in fewer injuries while in customer homes and developing communication tools to discuss performance with technicians in real time.• Piloted and implemented technical assistance line for Northern California District, improving technicians’ diagnostic skill, reducing parts orders, eliminating multiple repair attempts and increasing customer satisfaction.• Invited to join national team to test and implement new inventory system, resulting in advanced inventory management system that saved company money and provided real-time view of inventory. Show less

Trained in every industry to provide best in-home appliance repair. Provided training in refrigeration, cooking, laundry and microwave repair. Diagnosed and repaired appliances / equipment in customers’ homes.• Promoted to mentor within first year.• Selected to integrate Maytag technicians into Sears workforce, training and adding 50 technicians to Sears team.• Earned superior customer service and safety ratings consistently through exceptional customer-facing skills and advanced… Show more Trained in every industry to provide best in-home appliance repair. Provided training in refrigeration, cooking, laundry and microwave repair. Diagnosed and repaired appliances / equipment in customers’ homes.• Promoted to mentor within first year.• Selected to integrate Maytag technicians into Sears workforce, training and adding 50 technicians to Sears team.• Earned superior customer service and safety ratings consistently through exceptional customer-facing skills and advanced safety awareness. Show less

Performed all mechanical and electrical repairs for fleet. Dispatched tow trucks and other equipment as needed. Facilitated training for partner companies on proper towing and recovery techniques (companies included AAA). Performed account management for maintenance on fleet of 27 and managed P&L for these accounts.