Joseph Nigro Email & Phone Number

New Jersey, United States

Better Packages is a wholly owned subsidiary of IPG and is a recognized leader in the development, manufacture and sale of a variety of paper and film-based pressure sensitive and water activated tapes, polyethylene and specialized polyolefin films, and complementary packaging systems for end of line fulfillment operations.• Develop a global field service organization and the infrastructure to support an installed base of packaging equipment with E-Commerce Customers• Provide overall leadership to field service organization including salary planning, HR, capacity planning, training, scheduling, etc.• With team members, set and achieve department goals, communicate business updates, engage and implement applicable input, and lead personnel development. Monitor and propose staffing needs.• Foster a culture of professionalism within the organization as the leader in ophthalmic equipment service• Make recommendations and design policies and rules that will reduce the costs and improve the efficiency of the services• Develop, propose, and negotiate service contracts• Team with regional sales leadership to manage capacity and grow service revenue• Lead in the development of specifications, selection and deployment of all required field service management tools including dispatching, time management, parts inventory, and billing. • Develop and enforce field service management process and reporting standards to ensure client needs have been met or exceeded• Develop and deploy field service software management system and reporting standards to track all customer metrics• Lead a machine manufacturing plant for void fill equipment within the E-Commerce market

Virtual

Better Packages is a wholly owned subsidiary of IPG and is a recognized leader in the development, manufacture and sale of a variety of paper and film-based pressure sensitive and water activated tapes, polyethylene and specialized polyolefin films, and complementary packaging systems for end of line fulfillment operations.• Develop a global field service organization and the infrastructure to support an installed base of packaging equipment with E-Commerce Customers• Provide overall leadership to field service organization including salary planning, HR, capacity planning, training, scheduling, etc.• With team members, set and achieve department goals, communicate business updates, engage and implement applicable input, and lead personnel development. Monitor and propose staffing needs.• Foster a culture of professionalism within the organization as the leader in ophthalmic equipment service• Make recommendations and design policies and rules that will reduce the costs and improve the efficiency of the services• Develop, propose, and negotiate service contracts• Team with regional sales leadership to manage capacity and grow service revenue• Lead in the development of specifications, selection and deployment of all required field service management tools including dispatching, time management, parts inventory, and billing. • Develop and enforce field service management process and reporting standards to ensure client needs have been met or exceeded• Develop and deploy field service software management system and reporting standards to track all customer metrics

Virtual

Better Packages is a wholly owned subsidiary of IPG and is a recognized leader in the development, manufacture and sale of a variety of paper and film based pressure sensitive and water activated tapes, polyethylene and specialized polyolefin films, and complementary packaging systems for end of line fulfillment operations.• Develop a field service organization and the infrastructure to support an installed base of packaging equipment in North America.• Provide overall leadership to field service organization including salary planning, HR, capacity planning, training, scheduling, etc.• With team members, set and achieve department goals, communicate business updates, engage and implement applicable input, and lead personnel development. Monitor and propose staffing needs.• Foster a culture of professionalism within the organization as the leader in ophthalmic equipment service• Make recommendations and design policies and rules that will reduce the costs and improve the efficiency of the services• Develop, propose, and negotiate service contracts• Team with regional sales leadership to manage capacity and grow service revenue• Lead in the development of specifications, selection and deployment of all required field service management tools including dispatching, time management, parts inventory and billing. • Develop and enforce field service management process and reporting standards to ensure client needs have been met or exceeded

Virtual

Northeast District - Washington Dc To Maine

Directed virtual team of 640 service professionals including Customer Service Engineers, Field Operation Senior Manager’s, Territory Service Managers, and Technical Support Specialists. Oversaw human resource, customer service, budgets, P&L to drive business growth. Ensured all metrics were obtained for all customers within Northeast Region which consisted of Washington DC to Maine.Key Accomplishments:• Enhanced customer satisfaction and retention for all accounts within region by building and maintaining enduring relationships with customers and sales organization.• Led initiative that improved labor productivity, flexibility, and performance including optimized scheduling and field service technician performance management, resulting in high-performance work environment, as well as improved metrics, service levels, and customer satisfaction.• Headed team of network engineers for dedicated client, managing network, deploying new PC’s, smartphones, and teleconference rooms.• Pursued service parts improvement opportunities aggressively including inventory management and cost reduction initiatives, resulting in improved parts availability and lower cost.• Spearheaded employee development and talent management processes including technician skills assessment and training initiatives, improving capacity through cross-training and technical efficiency; executed all aspects of performance management process.• Developed and implemented communication strategies that drove increased employee engagement and satisfaction by establishing performance goals, coaching, and evaluating performance.• Facilitated asset optimization efforts including fleet vehicle upgrades and GPS tracking implementation, resulting in improved service levels, productivity, and reduced fuel costs.• Managed both union and nonunion environments effectively, successfully negotiating new CBA with focus on reducing cost and increasing productivity.

General and Operations Management Customer Service and Satisfaction; Organizational Needs Assessment Revenue, Market Growth, and Profit Improvement; Skillfully manage all aspects of business procedures, accountable for directing 40 Field Service Engineers and three managers while maintaining and establishing branch revenues. Assume full responsibility for various office duties such as administration, human resources, customer service, and inventory management. Manage and monitor parts inventory to ensure efficient and effective service. Implement innovative policies and procedures, as well as held responsible for administering budget management and office management. Serve as key point of contact for customers to address issues related to products and services. Key Accomplishments:Successfully accomplished all assignments and duties through effective utilization of management skills resulting in rapid promotion and moved to a high profile branch based; utilized skills and knowledge in managing large business branch, both revenue and staffing Strengthened and developed a team of Field Service Engineers to provide quality service to company's digital customer base to boost profitability and customer satisfaction Strategically planned and generated a start up division, to address customer Systems and Network needs to ensure efficient on demand service to Canon's customersSelected by Top Executives to participated and led the development and implementation of innovative recognition plans and programs, which improved performance and moral of field service for the top 200 Field Service Engineers nationwide to ensure KPI's improvement; received an award certificate from the CEO and President for the successful project completion

Productively administered and maintained customer base, as well as ensured and prioritized quality customer service. Directed a staff of 45 Field Service Engineers and two managers to ensure productivity and high quality service. Provided customers with effective installation, maintenance, and on demand service for both preventive and remedial. Performed various duties such as evaluating, hiring, and developing staff within the branch. Coordinated company assets and resources, as well as maintained adherence and support to company policies and procedures. Analyzed and evaluated technical staff performance to ensure quality service. Utilized communication skills in negotiating maintenance agreements. Managed and provided resolution in customer- and operations-related issues to ensure utmost customer satisfaction and equipment upgrade. Stayed abreast on the latest product trends, technologies, and servicing techniques. Key Accomplishments: Recognized for top performance; advanced from the rank and promoted; Planned, designed, and implemented effective business plans to adapt to changes in the businessManaged the entire manpower to properly support customer base and to ensure customer satisfaction Skillfully administered and documented budget and expenses to ensure and grow profitability Led the development and implementation of innovative ideas to efficiently support the entire branch operationsEARLIER