Joseph Laux Email & Phone Number

Sacramento, Ca, Us

Sacramento, California, United States

SAFe 6.0 PO/PM CertifiedLSS Green Belt (in progress)Led the design & development of the customer-facing, AI-powered, customer support chatbot, resulting in a $258,000 reduction in support operational costs in 1H 2024.Utilize user feedback via NPS survey to continuously enhance automation processes, improving the user experience as well as support efficiency.Stayed in constant communication with end users to stay in touch with the voice of the customer.Performed deep data analysis to identify new performance metrics and make data-driven adjustments to keep projects aligned with company goals.

Sacramento, California, United States

Worked with suppliers to manage the procurement of key materials and equipment during COVID-19 supply chain disruptions, resulting in over $250,000 in cost savings through strategic vendor negotiations and alternate sourcing.Pivoted systems away from wifi-host configurations which improved system reliability and reduced production costs by consolidating to a single product offering.Restructured the company’s MRP system, improving the accuracy and transparency of inventory management, procurement and production processes: Completely mitigated inventory stock-outs, Reduced monthly inventory delta, Odoo 12-14Managed internal communications for upcoming product changes, BOM updates, hardware changes and firmware version updates.Spearheaded the development of internal wiki, a centralized training and troubleshooting documentation platform, improving both internal processes and external user self-service capabilities.

Sacramento, California, United States

Supervised daily warehouse operations, ensuring the accurate distribution and installation of products while streamlining processes for greater efficiency.Used LSS analysis to Improve existing internal production processes resulting in significant reductions of parts reshipment and installation kit mistakes.Collaborated with technical support and project management teams to resolve complex install configuration issues and ensuring critical project deadlines.Developed and managed device recycling program, reducing internal production costs and electronic hardware needs by implementing a comprehensive testing and rebuild process for system controller boards.

Sacramento, California, United States

Led a 28-person technical support team, ensuring high levels of customer satisfaction by maintaining a 98.7% fleet uptime, and 3 day SLA.Developed and implemented documentation standards for the technical support team, improving the troubleshooting process and onboarding experience.Managed escalated technical issues and coordinated troubleshooting efforts across departments, ensuring the timely resolution of installation and break/fix issues.

Sacramento County, California, United States

Served as the primary point of contact for escalated technical issues, ensuring fast and effective resolutions for high-priority cases.Developed internal training materials and documentation for new technical support staff, enhancing the team’s ability to troubleshoot and support complex systems.Worked with project management to streamline installation support processes and improve the overall customer experience.