Joe Magro Email & Phone Number

Chicago

Manage 16 states in the Northeast US in the Graphics Service Industry. The territory is supported by 20 Technical Service Representatives. The two primary product lines are Computer to Plate processing lines and Wide Format Printing.

Southwestern USA

• FUJIFILM Medical Systems (419 West Avenue) Stamford, CT 2014 – PresentArea Service Manager
• Managed P&L for Southwest Region of USA and Hawaii, comprised of 20 people with $21.0M in revenue and 72% gross margin.
• Developed K.P.I. dashboard to improve and monitor performance metrics.
• Lead a team of 20 Customer Solutions Engineers.
• Managed service contract negotiations and renewals.
• Recruited, mentored and developed technical staff.

Hanover Park, Illinois

• Managed service center, serving 12-state territory in broadcasting and communication industry, reducing average lens repair turnaround time to 2 weeks from 3 weeks.
• Generated estimates and quotes for lens repairs and refurbishments, increasing billable revenue by 20% in 2013.

Central Canada And USA

• Managed P&L for Central Region of Canada and USA comprised of 46 people with $6.0M in revenue and 35% profit margin.
• Developed tiered service contract offering, increasing revenue by 40%.
• Teamed to create service management documentation during implementation of Siebel, facilitating real time reporting and speed up the invoicing process while reducing accounts receivables.
• Delivered Siebel software training to Field organization nationally.

Wheeling Illinois

• P&L responsibility for a department of 42 people with $9.0M in revenue and 55% profit margin.
• Monitored and delivered on Service level agreements for response time, mean time to repair and uptime. This resulted in a nationwide service agreement renewal of a major home improvement retail chain.
• Developed a service agreement proposal allowing Fluid Management to capture new business at a Major nationwide retailer. This resulted in additional equipment sales in 300 stores nationwide.

Eastern United States

• Cemented relationship with major independent dealer by formulating service plan, allowing dealer to focus on sales. Grew sales to $27M annually in major metropolitan area.
• Organized regional service team of 50 technicians in 15 states composed of internal employees, servicing dealer technicians and certified servicing agents. Generated $7.0M in annualized service revenue.

850 Central Avenue Hanover Park, IL. 60133

• Assembled national service team of 155 technicians, ranking number 2 in graphic arts industry nationwide according to leading industry study.
• Created customer satisfaction survey for service, identifying main weaknesses and strengths of the service function. Led corrective action at regional installation meetings, reallocating and prioritizing materials and.

850 Central Avenue Hanover Park, Illinois 60133

• Directed opening of 24-hour parts depot in major city, reducing cost of service by 40% through savings on travel and labor.

850 Central Avenue Hanover Park, Illinois 60133

• Teamed to develop service contract products, increasing service contract renewal rate from 24% to 61% in 14 months.

850 Central Avenue Hanover Park, Illinois 60133

Developed dealer service agreement, identifying primary area of responsibility, training requirements, service rates, and invoicing process, outlining business practices and guidelines critical to service delivery of customer base.

Hanover Park, IL

Created training materials and syllabus for all input device product line.National responsibility for field service upgrades, engineering improvements and problem resolution.Liaison to manufacturing facility for product performance, functional evaluations and system performance.

Minneapolis, Minnesota

Responsible for installation and maintenance of medical diagnostic imaging equipment in a six state territory.

Greater Chicago Area

Responsible for installation and maintenance of printing and publishing equipment in a five state territory.

Wilmington, Delaware

National responsibility for printing and publishing product lines. Training, documentation, spare parts, field support and technical support.

Niles, Illinois

Responsible for installation and maintenance of printing and publishing equipment in a three state territory.

Schaumburg, Illinois

National responsibility for installation and maintenance of printing and publishing equipment.Flat bed CCD scanner and Unix based workstations.

Greater Chicago Area

Responsible for installation and maintenance of mainframe computer systems and peripherals in the Chicago financial district.

Certificate Executive Training Program, Business Administration And Product Management. Two Certificates

Organizational Management

A.A.S. Electronics