Responsible for approximately 80 field service technicians and installers in five states. I provided product knowledge for local tech support for both my technicians and customers when problems occurred. Worked on customer sites to resolve ongoing chronic issues with the local technician. I personally tracked all chronic locations and developed action plans specific to the site to improve product performance. Performed field audits on service calls and audits of company assets assigned to technicians. Set training schedules for both new hire technicians and senior technicians. Overall responsibility was to make sure my service teams achieved company performance goals. I provided monthly reporting to upper management demonstrating current performance numbers, trends, and action plans on how to improve branch and individual technician performance. I worked weekly with multiple internal departments to improve product performance. Strong PC skills and advanced user of Microsoft Office Suite.

I serviced Diebold Banking products and many other companies’ products. Product examples: Automated Teller Machines (ATM), Pneumatic tube systems, Alarm and Access control, Security Cameras and DVRs, Vaults, Safes, Timelocks, MedSelect Dispensing System, Automed Dispensing Systems, MedDispense Dispensing systems. Responsible for both hardware and software repairs of all the above products. I lead a local team of ten technicians responsible for installing and servicing the above products to a very high performance standard. In my years of doing this my teams won multiple awards for CSE Team of the Year and I personally won CSE of the year twice. My success in this position resulted in a promotion to the Technical Performance Manager position noted above.