Julia Austin Email & Phone Number

Waterbury, Vermont, US

Hinesburg, Vermont, US

• Developed and managed a Technical Services team providing increasingly complex technical support, repairs, training, and installation services supporting global wind and PV solar project development and asset.
• Implemented system to analyze profitability and technical support resources required for each product.
• Designed extended warranty program and subscription service for product scheduled maintenance.
• Established off-site partnerships for product support and repairs to improve customer experience across time zones.
• Standardized onboarding and training for Technical Support staff to consistently deliver effective, customer-focused problem solving in a culture of personal accountability and ownership of the customer service.
• Monitored and improved key performance metrics for product support and repair staff.

Hinesburg, Vermont, US

• Led the Operations team (Manufacturing, Technical Services, Quality, Procurement/Supply Chain, and Logistics/Export), monitored and managed operational issues, guided improvements in key performance indicators to meet.
• Performed numerous cost analyses of products and services utilized to adjust pricing leading to increased profit margins.
• Implemented Silicon Expert for BOM screening and parts availability in engineering design phase to ensure product could be manufactured at lowest cost. Identified worldwide quantities and locations of parts.
• Established Engineering design-for-manufacturability procedures to enable scaling, minimize costs, and mitigate supply chain risks. These improvements insulated the company from pandemic-related supply chain problems.
• Established Cost of Poor Quality analysis for manufacturing.
• Worked with Quality team to maintain ISO9001:2015 certification and supported a culture of continuous improvement.

Hinesburg, Vermont, US

• Managed team of 8 technicians and support staff providing fast-paced and increasingly complex technical support, repairs, training, and installation services to hundreds of global wind and solar energy developers.
• Established and maintained exemplary service standards to build brand loyalty.
• Collaborated cross-functionally with sales and marketing staff, engineers, technical support specialists, repair and field technicians, and external technical partners to expediently resolve product issues.
• Designed and implemented a customer training program that generated $1M+ in direct and indirect revenue.
• Strategic planning and annual budgets; monitored and guided improvements in customer support KPIs.
• Successfully managed a major product recall and 3 other serious product problems while maintaining customer loyalty, minimizing costs, and resulting in over $500K in incremental revenue.

Hinesburg, Vermont, US

• Provided technical support and data analysis to diverse customer base for broad product line including microprocessor-based electronics, telecommunications devices, sensors, software, and meteorological tower hardware..
• Designed and implemented procedures for handling customer-owned products returned for repair.
• Developed and implemented recall strategy in response to a serial defect. Coordinated logistics, communicated with customers, and maintained customer loyalty.

Hinesburg, Vermont, US

• Supervised sales staff and performed direct sales of wind measurement equipment to renewable energy developers and wind turbine manufacturers. Traveled extensively worldwide to major industry events.
• Grew sales from $2.5M to $11M+ through expansion of a global network of resellers and channel partners.
• Formalized contract review and selling procedures that enabled exponential growth.