Roger Fortin Email and Phone Number

Field Service Manager with extensive expertise in managing and supporting teams of Customer Engineers who delivered high quality, on-site hardware service for NCR financial, retail, networking, and self-service customers in the northeast area. Performance results for assigned area improved by over 10% during Q1 2011 through sound leadership, management of product specific teams relationships and schedules, and attention to the performance and financial details of our business. Previous positions with NCR and AT+T required full P+L understanding and responsibilities for multi-million dollar organizations.Expertise includes;• Expertise in all aspects of employee management, from recruiting, to hiring, to CE development and training, to recognition and performance improvement, to promotions and terminations.• Proficiency in account management, including support for UNO’s and Market Basket accounts.• Sound understanding of the requirements of a high quality service delivery team, with a full understanding of customer and corporate services deliverables and expectations.• Full understanding of interrelationship of service measurements, contributing to ability to analyze performance trends, and quickly implement meaningful improvement plans• Ability to react professionally to the changing customer requirements presented to our service team on a daily basis, leading to force management decisions that benefited our customers while keeping focus on corporate directives and goals.• Recognized consistently for teamwork and dedication to customer satisfaction.• Managed installation team in the northeast area, contributing to expertise in project planning, resource scheduling, and contractor managementSpecialties: Outstanding customer service delivery performanceAccount Support ManagerProject ManagementP+L ResponsibilitiesProcess and performance improvementService parts assignment and usage analysisTeam builderService team scheduling, shift analysis, and OT reduction