Automotive accessories and window tinting franchise specializing in window tinting, protective films, vehicle wraps, audio and electronics, security systems, and related products and services. In addition, provide commercial and residential film solutions to save energy, provide privacy, and add safety.- Opened the brand’s first franchise within the Philadelphia market and grew annual revenue to place among the top 35% of all franchises within 14 months. Currently on pace to achieve $800K revenue for FY 2023.- Acquired 100+ commercial and residential customers within the first year of operation through cold-calling, trade shows, and local marketing and outreach activities to achieve $150K in revenue before the opening of the retail store.- Conducted market research to identify high-traffic locations within the Philadelphia market with favorable demographics and negotiated a multi-year lease that positioned the store to hit profitability within four months of opening,- Developed processes and systems to optimize workflow and minimize waste using Lean Six Sigma techniques.- Recruited and trained a five-person team, including an inside sales professional and four technicians (two tinters, one 12-volt technician, and one detailing and ceramic coating specialist.)

- Lead Global Service Operation and oversee three regional Directors (Americas, EMEA, and APAC regions) and the global Managers for three functional areas: Application Engineering and Training, Customer Support, and Product Repair. Hold accountability for 300+ additional staff at 14 service centers across the globe.- Achieved $106M in annual revenue with 50% gross margins, representing 25% of the company’s annual revenue, through sales of training, service, repair, and maintenance.- Joined the company in 1995 and played a critical role in growing annual revenue from $7M to $430M over 26 years.- Monitor achievement of Key Performance Indicators (KPIs), including the number of calls handled, efficiency, customer satisfaction, turnaround time for service operations, clients trained, and profitability.- Collaborated with senior leadership in Sales, Operations, Marketing, Finance, Engineering, and Human Resources to drive revenue and margins, optimize services, and expand our service solutions, capabilities, and footprint.

- Led the restructuring of the Global Service organization by combining Application Engineering, Customer Support, and Product Repair into a single Best-in-Class organization, supporting all lines of business. The new team brought together 300+ employees from three diverse functional areas and multiple regions across the globe.- Facilitated the development of a customer-centric company culture dedicated to global process excellence and continuous operational optimization. - Guided the “Going Vertical in Harmony” change management initiative to align KPIs, processes, and procedures across the Global Services division.- Facilitated the integration of eight acquisitions into the Global Service infrastructure and teams with minimal disruption to customers.- Increased revenue to $93.4M in 2018 and 17.8 pts improvement in gross margin over 2.5 years by implementing various process improvements, engaging Application Engineering in service solution initiatives, and lowering failure rates.- Enhanced Certified Pre-Owned business through improved controls and streamlined processes, leading to over 625 assets turned over and reducing the Aged/At-Risk Inventory by 76%.- Launched multiple core products into the market and expanded capabilities at all 14 Service locations around the globe to support the new products and acquisitions.- Launched a new global Knowledge Database and Customer Portal to drive self-service and scalability.

- Piloted a 22-person technical support team and 40-person product repair team at five locations and managed a $12 million operating budget for North, Central, and South America operations, resulting in $24 million in annual revenue.- Directed production and global distribution for laser tracker and imager product lines, including planning, assembly, product introduction, and calibration. - Managed lease, operating budget, maintenance, and local/state governance for new 90,000sf facility in PA, 7,800sf facility in MI, and 22,000sf technology center in Mexico. - Executed a $7.9 million construction project to relocate a 37,000sf location to a 90,000sf facility three days ahead of schedule and under budget with zero days of lost manufacturing and service productivity. - Spearheaded research and execution of a new 22,000sf technology center in Monterrey, Mexico, that serviced over 250 units within the first nine months of operations and reduced customers’ downtime by eight days on average. - Collaborated with Engineering, Product Management, Quality, and Procurement to increase laser tracker production by 28% year over year and achieved a 22% labor reduction per unit by utilizing lean tools and effective talent management. - Implemented first-pass yield metrics in critical production line areas for laser trackers and trimmed scrap by 28% in the first year. - Supported SAP implementation for manufacturing and service operations; conducted detailed process mapping using SAP best practices, test scripts, and validation; achieved zero lost days of production, service, or shipments. - Attained Benchmark Portal “Center of Excellence Certification” for the Americas Support team by achieving superior statistical results on 22 KPIs compared to industry standards.

- Supervised a team of 28 Application Engineers and 31 Product Repair Technicians across four regions for the Americas. - Developed application-specific training programs, videos, and webinars to allow self-paced learning by clients.- Selected by senior management to manage a 37,000sf research and development, manufacturing, and service facility and oversee all building operations, including lease, expense control, facility repair/maintenance, and safety. - Championed workforce planning and relocation strategy in partnership with local Economic Development Council and townships; developed and won approval for budget; presented quarterly progress reports to leadership and Board.- Instituted a new safety program and cross-functional safety committee, leading to zero OSHA reportable incidents and a 40% reduction in workers’ compensation claims.- Won a $400,000 application support project to integrate FARO systems into a major customer’s manufacturing operations.- Guided the launch of Brazilian Service operations to improve in-country support level; secured key customer accounts and decreased product turnaround time from 2-3 months to 5-7 days.

- Oversaw team of 20 application engineers providing product training and technical support as well as 22-person product repair team in 3 locations for the Americas (North, Central, and South America). Ensured compliance with ISO9001 for all service locations.- Created customer portal and refreshed knowledge database solution to improve operational efficiency and furnish customers with additional channels of support; recognized 31% adoption rate and 6% reduction in calls for first 9 months. - Collaborated with service leadership in Europe to add resource capability and reduce turnaround time by 62% within first 9 months of operations. - Reorganized phone support operations into single location and instituted cross training program to improve knowledge and capability, resulting in 48% increase in first call resolution rate and 29% improvement in case age KPI; raised customer satisfaction index 3 points in 6 months. - Supported opening of service centers in Singapore, Japan, China, Korea, and India.