Pete D'Amico Email & Phone Number

Raleigh-Durham, North Carolina Area

Roles included Director, Service Quality, Executive Director, Service Administration and Strategic Project Manager.Significant accomplishments included: Directly managed the service organizations’ transition to SAP CRM, from blueprinting to go-live and beyond.  Led 2018 project to transition a competitive acquisition by collaborating with all functional teams/leadership.  Overhauled and re-launched the Service Contract identity by rebranding, changing the pricing model and consolidating multiple contract types down to 3. Designed and implemented the transition of over 70 brick and mortar field offices to a virtual workforce, a major cultural shift for our associates.  Developed, managed and communicated the results of annual Customer Satisfaction and Associate Climate Surveys. Created and administered the Service Bonus program with measurable objectives by position.  Drove creation and delivery of a New Manager Orientation Program; first of its’ kind.  Developed and implemented the Service Pride Program; a service quality initiative using 16 identified best practices.  Created and maintained a Service Report Card; an at-a-glance dashboard measurement of the effectiveness of the critical functions in Operational and Financial areas.  Responsible for establishing, writing and communicating all Service Policies and Procedures.  Ongoing author and communicator of various high-level communications to the organization.  Drove a fundamental change in inventory pricing strategy from cost-plus to ABC classification. Net result was 15% growth in part sales that year.  Partnered with Supply Chain to eliminate need for Physical Inventory by managing levels and conducting cycle counts.

New Jersey, Pennsylvania, Connecticut, North Carolina

Roles ranged from my beginning as a Service Technician, District Service Manager, Executive Director/Northern Region to Vice President of North American Service Operations. Significant accomplishments included: Co-created the Service Strategy. Drafted, published and communicated the service organizations’ mission, values and principles. Led the organization through several cross-functional restructuring events as the company evolved its’ business. Restructured and directed the Strategic Account Program. Engineered and drove numerous customer success plans to ensure retention and repeat business. Organized and facilitated key field management role reviews to enable bandwidth and efficiencies. Collaborated with HR leadership in creation and implementation of an Organization Talent Management Assessment for the purpose of continuously improving our service delivery.  Successfully transitioned the Canada workforce from company car/allowance program to a mileage reimbursement program. 100% participation and no attrition.  Led a comprehensive employee communication strategy through 2 separate attempts to unionize the service organization.  Negotiated all high-level customer service agreements.  Drove 100% on-time performance appraisals throughout the organization.