Robert Schoenen Email & Phone Number

Sacramento, California Area

Sacramento, California Area

Managed multiple accounts, allowing each account to have one access point to address all issues and concerns.Addressed client concerns and worked with internal management across all levels to identify service deficiencies, and determine root cause, and implement resolutions to improve field service performance. Managed relationships with clients through daily contact, implementation meetings and quarterly business reviews to set strategies for improving service performance.Established field service performance Key Performance Indicators (KPI’s), based upon client needs and SOW.Ensured technician skill levels in all geographic area are adequate to meet client service needs to reduce travel costs and increase SLA performance.Improved time-to-resolution and first-time fix rate performance by identifying and solving service deficiencies and developed training, repair and other documents to enable field service staff to improve productivity.Scheduled and administrated time critical service upgrades on equipment numbering in the thousands.Identified support deficiencies and implemented an action plan for a major account resulting in a 37% reduction of service disputes in a six month period.Established Technician Certification Program resulting in an increase in the number of trained personnel who can perform essential service upgrades by over 50%.Spearheaded the development of e-Learning curriculum by managing tasks delegated to multiple departments.On-boarded and managed the preventative maintenance/product replenishment program for a major client hat numbered over 50,000 on-site visits per year with an on-time rating of over 95%.Mentored team members who ultimately achieved various positions within the organization such as District Manager and Team Lead.Received Customer Engineering Services’ “Service Excellence Award” in recognition of exceptional Client Services Manager performance in 2011.

Sacramento, California Area

Managed assigned service activities to meet pre-determined SLA’s.Communicated with end-users, performed additional troubleshooting as necessary, and provided accurate ETA’s for service.Utilizing service manuals and other documentation, provided onsite installations, repair, and preventative maintenance on a wide range of electrical and mechanical equipment including pharmaceutical devices, photofinishing equipment, retail kiosks, impact printers, PCs, color laser printers, and wide format inkjet printers, by manufacturers including Dell, HP, Fujifilm, Epson, IBM, Lexmark, and Xerox.Successful experience working with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.Documented service repairs and processed repair ordered on a nightly basis.Managed and maintained “trunk stock” inventory on a daily basis.Documented repairs of complex issues and updated Technical Service Manuals, created Technical Service Bulletins, and “Breaking News” technical articles.Attained position of “SWAT (Level 2 support) Specialist” in 2008. As SWAT Specialist I provided remote or direct service assistance to approximately 250 Field Service Technicians to address complex, ongoing problems.Received Customer Engineering Services’ “Service Excellence Award” in recognition of exceptional field service performance in 2007.As “Cell Lead” provided lead technical assistance in service scheduling to improve SLA’s, provided on-site and remote Level 1.5 technical support, and mentored, a team of 4-6 co-workers.As “Consulting Technician” provided second level phone support to order parts for repairs to improve first time fix rates.