Senior Branch Technical Manager
Managed a team of up to 45 technicians for a $1M branch location. Responsible for hiring, training, developing and disciplining employees. Managed P&L budget, billing and invoicing.• Performed field audits to ensure all service department records and logs were maintained with 100% accuracy.• Achieved projected revenues and margins by maintaining 100% margin and revenue during the previous 5 years • Controlled expenses effectively by reviewing cost of sales expenses paying particular attention to toner supplies, labor and mileage expenses. Implemented auditing of all large orders of supplies before supplies were shipped to customer achieving 5% decrease in cost year of year.• Aligned territory workloads and made adjustments as needed to balance workloads of employees thereby improving productivity and efficiency.• Continuously improved customer service metrics to create an excellent customer experience by reducing response times from 7 hours to 5 hours and a 10% reduction in repeat calls.• Monitored / audit trunk stock inventory; usage and replenishment. Reduced inventory levels from an average trunk inventory from $5,000 to $3,500 resulting in $1.5M savings in capital expenditures. A minimum maximum replenishment program and an excel spreadsheet indicating frequently used parts facilitated this accomplishment.• Implemented Nextel two way radio service for the company resulting in improved customer satisfaction as service personnel now had an avenue of escalating and communicating issues in a timelier manner.• Assisted the Sales department to meet with existing and potential clients.
