Ryan "Df" Wolfrum Email & Phone Number

Boston, Ma, Us

Seattle, Washington, United States

Actively support the US customer base on technical issues via Zendesk, e-mail or phone.- Oversee Marco support operations and ensure service excellence across all technical support activities.- Handle data/reporting requests and ensure timely delivery of reports to stakeholders.- Lead the technical support team, providing direction and support to ensure the highest level of service and efficiency.- Develop and implement strategic plans to enhance service support and expand the service network within the US.- Conduct Training programs and manage all training requests for technical staff.- Review and update support materials to ensure accuracy and compliance with industry standards and customer needs.- Review and approve technical documents, including cut sheets and pricelists, to ensure they meet company and customer needs.- Plan and forecast for tradeshows, contributing to the marketing and sales strategy.- Plan and coordinate the rollout of new equipment, ensuring seamless integration into existing operations.- Administer Zendesk support platform, including data analysis, report customization, and invoice reviews.

- Provide customer and technical support for equipment service providers and end users- Work closely with the sales team to understand their needs and to implement their requests- Support sales demonstrations, installations and marketing events with logistics and site engineering to present a professional image to current and future customers- Liaison between end users, customer service folks, salespeople and the engineering team to identify issues or shortcomings with the machines, identifying a fix and bringing it to market

Greater Seattle Area

MAVAM is engineered to be the most forward thinking espresso machines on the planet. Very proudly manufactured in the United States of America. - Forecast machine build schedule and parts inventory levels with ERP- Develop and maintain parts pars, inventory and vendor relationships- R&D of new components for existing equipment as well as new projects- Quality control and SOP system build out and integration into day to day operations- Telephone tech support for technicians and end users

Greater Seattle Area

- Oversaw parts department for field service team and retail operations- Built and instituted a cloud based inventory management system- Analyzed inventory turnover rate and reduced slow moving SKUs - Tested and added new items to inventory and managed EOQ- Sourced new vendors and developed long lasting vendor relationships

Greater Seattle Area

- Increased service department productivity 15% +/-- Mentored technicians to increase technical proficiency and customer service standards- Worked as a liaison between the Service and Sales departments to facilitate smooth equipment sales and installations- Project manager and team leader for machine rebuilds and refurbishments- Provided tech support for local and non-local customers and technicians

Olympia, Wa

- Specialized in equipment troubleshooting and parts assistance via phone and web inquiries- - Lead contact for wholesale parts customers- Assist in business development- sales and new offerings- Procure parts from new and existing vendors- Create content for website specific to parts descriptions, documents and diagrams- Proof and edit web content to optimize listings and enhance customer experience- Honored as Employee of the Month multiple times