Marc Swanson Email & Phone Number

Allentown, Pennsylvania, United States

Allentown, Pennsylvania, United States

Bethlehem, PA

• Due to acquisitions and reorganizations, held positions with similar job accountabilities but different scopes of coverage, responsibilities, and territorial reacho Global Director – Mineral Processing Field &.
• Monitor global profit and loss results for service organizations across the company and implement procedures and strategies to maintain growth
• Enforce, document and streamline procedures for compliance with global tax codes as they relate to deployments outside the countries in which technical Field Service personnel are domiciled
• Drive towards global consistency and standardization of Field Service products
• Designed and deployed systems to generate sales leads from field engineer customer visits
• Designed and implemented tools to track Field Service Engineer skills development

• Due to acquisitions and reorganizations, held positions with similar job accountabilities but different scopes of coverage, responsibilities, and territorial reacho Director – North America Customer Services – Mining.
• Managed teams ranging from 20 to approximately 60 customer service professionals, including Inside Customer Service Sales, Field Sales, and permanent (plus contractors as required) Subject Matter Expert (SME) Technical.
• Indirect (matrix) management of more than 50 globally deployed customer service employees
• Annual operating budget: up to $6 million (for local organization) to generate revenue from parts and services of $55 million globally, at 25% to 35% contribution margin
• Directed the implementation of two ERP type order execution systems for Customer Service business (Solomon Software, Global Logistics System (GLS)
• Spearheaded FLSmidth’s adoption of Customer Relationship Management (CRM) software (Microsoft Dynamics 365)

Bethlehem, Pennsylvania

• Managed a team of 40 - 60 permanent (plus contractors as required) SME Field Service ambassadors deployed around the world for various durations at customer plant sites
• Executed an annual operating budget of $7.5 million to deliver revenue in the range of $2.5 to $5 million at 25% to 35% contribution margin depending on mix of long-term project to aftermarket services
• Prepared annual operating and sales forecasts and budgets
• Negotiated contracts with construction contractors to deliver skilled craft labor for repair and installation projects
• Implemented and deployed safe work programs and practices for all Fuller Company field service personnel
• Delivered training and career advancement opportunities to SMEs to promote continuous improvement and drive employee satisfaction

Bethlehem Pennsylvania

• Managed cross functional team of 3 to 12 matrixed employees to fulfill contractual requirements of multimillion-dollar engineer/procure (EP) and engineer/procure/construct (EPC) projects to deliver customer delight
• Coordinated all aspects of project execution including project planning, engineering, supply chain, budget review, and scheduling to deliver on-time and on-budget project completion
• Presided over regular project team meetings and provide coaching, problem resolution, support, information and direction to team members
• Nurtured and maintained the relationships with customers, suppliers, and contractors throughout the life of the project
• Negotiated project completion/acceptance and resolved all financial and equipment operational issues to the satisfaction and delight of customers

Bethlehem Pennsylvania

• Managed, coordinated, and supported the day to day activities of 20 to 25 direct report, remote employees
• Delivered coaching and career development training and opportunities, and conducted annual performance evaluations for 20 - 25 Field Service Engineers
• Interfaced with customers on daily basis including technical assistance and troubleshooting expertise to customers and contractors
• Optimized utilization and absorption of Field Service Engineering Team
• Prepared technical service proposals for all types of Fuller supplied service products including long term installation/commissioning, short-term maintenance and troubleshooting opportunities, and training programs
• Planned and executed/delivered technical training as a revenue generating service product

Bethlehem Pennsylvania

• Delivered outstanding customer service at remote jobsite locations on behalf of Fuller Company
• Shared subject matter expertise on various Fuller products to ensure optimal installation, start-up and commissioning of new equipment
• Trained customer and contractor personnel on proper Fuller equipment operating procedures
• Led teams consisting customer, contractor, and/or fellow Fuller employees during troubleshooting and optimization efforts

Bachelor Of Science (Bs), Mechanical Engineering

Executive Leadership Training - "Flying The Flag"

Two session, twelve-day residence course for "Top 100" leaders in the company. Coursework included concentrations on Finance.

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Taught by world renown instructors from the likes of Harvard, CEDEP, and other well-known schools, this twenty-four day executive.