John Shaw Email & Phone Number

Chelmsford, Massachusetts, United States

• Assist the Technical Services Manager in coaching and supervision of all Technical Servicesteam activities with emphasis on training plans and personnel development.• Provide daily direction and communication to maintain a high level of service in our solutionscenter.• Ensure that calls are answered in a timely, efficient and knowledgeable manner. Providecontinuous evaluation of processes and procedures.• Provide input to the Technical Services Manager on performance… Show more • Assist the Technical Services Manager in coaching and supervision of all Technical Servicesteam activities with emphasis on training plans and personnel development.• Provide daily direction and communication to maintain a high level of service in our solutionscenter.• Ensure that calls are answered in a timely, efficient and knowledgeable manner. Providecontinuous evaluation of processes and procedures.• Provide input to the Technical Services Manager on performance review assessments of teammembers.• Responsible for suggesting methods to improve area operations, efficiency, and service to bothinternal and external customers. Manage continuous improvement projects within the solutionscenter.• Gather, present, and analyze performance metrics at the team and individual level.• Assign and coordinate work projects as well develop team member phone support and chatsupport schedules.• Act as the main point of contact for customer escalation to management and assist in resolvingthe complex technical support inquiries.• Work with the Technical Services Trainer to assist in managing the training initiatives within thesupport team.• Assist in developing training materials to be used internally by the support team, and maintainand update all training materials as needed.• Respond to and manage the resolution of internal escalated issues from Regional SalesManagers, Field Sales Engineers, and others at the discretion of management.• Use appropriate judgment in upward communication regarding department or employeeconcerns.• Assist with recruiting efforts and onboarding of new staff. Show less

Westford, Ma.

Direct supervision of technical field personnel; conduct quarterly focus sessions and yearly reviews; mentor, coach and develop team personnel, develop and implement strategic and tactical plans for field initiatives; promote think customer first philosophy by implementing best practices; escalation resolution; monitor weekly, monthly and quarterly metrics; control use of overtime; conduct daily ride outs and safety inspections and document all activity; work closely with WTC, Plant… Show more Direct supervision of technical field personnel; conduct quarterly focus sessions and yearly reviews; mentor, coach and develop team personnel, develop and implement strategic and tactical plans for field initiatives; promote think customer first philosophy by implementing best practices; escalation resolution; monitor weekly, monthly and quarterly metrics; control use of overtime; conduct daily ride outs and safety inspections and document all activity; work closely with WTC, Plant Operations, Construction, Underground Coordinators, Routing personnel and ECC to ensure smooth day-to-day operation.• Encourage team input to collectively develop effective processes to improve team performance.• Challenge team to brainstorm and problem solve to align with, and achieve department objectives.• Address team concerns in a timely fashion to strengthen employer of choice culture.• Promote cross-functional training to understand other departmental challenges affecting business performance. Show less

North Reading, Ma

Trained and supported field technicians in methods, policies and procedures regarding Comcast’s data, telephony and video services; support consists of classroom, in-field and remote coaching on escalated customer and network issues, changes in technology, time management, safety procedures and building customer relations.

Bachelor Of Music

Bachelor Of Science