Steve Mitchell Email & Phone Number

Austin, Texas Area

Responsible for all Customer Service relationships in the North American business unit. Managed a diverse team of 15 managers covering all service engagements. Responsibility for driving all RFP’s/RFI’s as well as all Service Statements of Work (SOW). • Conduit for all team interactions for Services, and overall ownership of customer communication.• Customer relationship building including travel, problem resolution, service improvement and Customer Satisfaction ownership. Improved… Show more Responsible for all Customer Service relationships in the North American business unit. Managed a diverse team of 15 managers covering all service engagements. Responsibility for driving all RFP’s/RFI’s as well as all Service Statements of Work (SOW). • Conduit for all team interactions for Services, and overall ownership of customer communication.• Customer relationship building including travel, problem resolution, service improvement and Customer Satisfaction ownership. Improved Customer Satisfaction (Service) rating by 20% in the first year through improved engagement and reporting.• Responsible for all service recovery plans. Ownership of all Service customer reports and presentations.• Business readiness - For both existing and anticipated business, which includes Service Assumption plans, headcount planning/training schedules, and parts and logistics planning.• P&L responsibility including Yearly Base-lining and budgeting• Worked with Service Operations on a consistent basis for geographic planning and rezoning of service sub-areas – which resulted in yearly operational cost savings in excess of 10%, and customer SLA improvements.• Responsible for all service contract renewals as well as new contracts. Created new process/tool to streamline the renewal process and improve forecasting; delivered faster than planned renewals and reduced the end-to-end timeframe on all engagements. Show less

Austin, Texas Area

Responsibilities included managing a team of 8 Field Managers and 180 technicians. Drove service operations for the West Region of Field Services. Managed a budget in excess of $65 Million yearly.• Responsible for managing and delivering to all Customer’s SLA’s. • Managed the Service readiness of all business assumption including Headcount planning/hiring, training, parts ordering and depots • Implemented Cost cutting which reduced yearly expenditures of over 10% of budget.… Show more Responsibilities included managing a team of 8 Field Managers and 180 technicians. Drove service operations for the West Region of Field Services. Managed a budget in excess of $65 Million yearly.• Responsible for managing and delivering to all Customer’s SLA’s. • Managed the Service readiness of all business assumption including Headcount planning/hiring, training, parts ordering and depots • Implemented Cost cutting which reduced yearly expenditures of over 10% of budget. • Drove Service parts improvement plan through the field to increase FTF (First-time-fix), call reduction and improved parts usage. • Transitioned to a SLM only service model by outsourcing the FLM business for cost reduction and improved SLA performance.• Created and introduced a new Shift Manager position to Wincor. This position improved call escalation response and reduced the time needed for ad-hoc approvals in the field. Due to this positions success it was adopted for the entire U.S. footprint. • Scheduled all on-boarding Engineer classes Show less

Austin, Texas Area

Responsibilities included managing a team of 7 Field Managers and 180 technicians. Drove service operations for the West Region of Field Services. Oversight on all hiring for the region.• Sourced and grew the West management team from 4 to 7 Area Managers, the largest single region in Headcount, Units and Geography• "Lead" Regional Manager - Trained other Regional Managers in Wincor methodologies.• Created and implemented the Area Manager training program as well as an area… Show more Responsibilities included managing a team of 7 Field Managers and 180 technicians. Drove service operations for the West Region of Field Services. Oversight on all hiring for the region.• Sourced and grew the West management team from 4 to 7 Area Managers, the largest single region in Headcount, Units and Geography• "Lead" Regional Manager - Trained other Regional Managers in Wincor methodologies.• Created and implemented the Area Manager training program as well as an area coverage plan for planned/unplanned gaps and disaster recovery.• Area Manager rotation scheduling for Service remediation initiative• Created and implemented a new position, a Regional 3rd Level expert. This position was used to identify poor performing units, train the local Sr. 2nd level technicians, and identify gaps in technician performance by analyzing call data. Work in the field to mitigate any service issue during new product rollouts.• Worked with HQ on the Senior Technician certification program for candidate identification and training criteria. Show less

Austin, Texas Area

Managed the fastest growing Services Area in the Wincor footprint. The technician headcount grew from 7 to 29 individuals, and added over 500 units to coverage in less than 6 months. • Area increased overall to become the largest single area during my tenure which included Los Angeles, Orange County, Inland Empire and San Diego• Became the top producing area for SLA performance, regularly outperforming my peers.• Involved in all hiring and headcount planning, as well as parts… Show more Managed the fastest growing Services Area in the Wincor footprint. The technician headcount grew from 7 to 29 individuals, and added over 500 units to coverage in less than 6 months. • Area increased overall to become the largest single area during my tenure which included Los Angeles, Orange County, Inland Empire and San Diego• Became the top producing area for SLA performance, regularly outperforming my peers.• Involved in all hiring and headcount planning, as well as parts planning / approvals.• Only Dual-model (FLM/SLM) area – due to the uniqueness of the area and customer footprint - it utilized both First and Second line technicians which eventually became the company standard. • Conducted regular audits for parts, tools and keys/access cards. Show less

Dayton, Ohio Area

Major Accounts Executive: Mar 2004 – Oct 2008Account and relationship management for Wells Fargo Bank and Washington Mutual Bank, involving the day-to-day management and maintenance of customer’s ATM networks and components, both new equipment and lifecycle management of over 5,000 locations. Involved with product development: coordinating customer requirements with engineering and professional services. This also involves coordination of software development. Trained in several types… Show more Major Accounts Executive: Mar 2004 – Oct 2008Account and relationship management for Wells Fargo Bank and Washington Mutual Bank, involving the day-to-day management and maintenance of customer’s ATM networks and components, both new equipment and lifecycle management of over 5,000 locations. Involved with product development: coordinating customer requirements with engineering and professional services. This also involves coordination of software development. Trained in several types of negotiation philosophies and was been instrumental in several $20M+ contract wins. • Only NCR Account Executive with two "Major Bank" clients; Washington Mutual - Largest single-brand ATM customer for NCR, over 4,000 units.• Coordinate many internal and external teams for project implementation and services delivery for one of the largest product rollouts in NCR.• Worked with Product Development teams to bring to market the first EF deployment in the U.S.• Worked with product development teams to create the SCPM, also a first deployment in the U.S. for NCR• Software development liaison for WF• Security sales C.O.E. for other major accounts. Technical sales consultant for financial security and emerging technologies. Brought to market two different ATM security features.• Responsible for RFP's / RFI's responses and internal Bid and Risk reviews• Six Sigma training. Strategic Negotiation and other negotiation methodologies. Show less

Dayton, Ohio Area

Scheduled the delivery and installation of NCR products for major customer’s ATM network rollouts, and was the lead Project Manager for several long-running projects. Worked with customers and 3rd parties to meet their schedules and those of their vendors - Coordinated in excess of 2,000 ATM installations as well as thousands of upgrades• PMP Certification classes• End-to-end ownership• Was the "Remediation Project Manager", I brought on several accounts to correct processes and… Show more Scheduled the delivery and installation of NCR products for major customer’s ATM network rollouts, and was the lead Project Manager for several long-running projects. Worked with customers and 3rd parties to meet their schedules and those of their vendors - Coordinated in excess of 2,000 ATM installations as well as thousands of upgrades• PMP Certification classes• End-to-end ownership• Was the "Remediation Project Manager", I brought on several accounts to correct processes and develop new procedures as needed. Also trained several other PM's, internal and external• No project rollovers ever occurred due to resources and/or parts issues.• Ran the MAC refurbishment program - redeployment of units (end-to-end ownership, de-install to reinstall)• Developed an inventory tracking system (also rolled out to several other customers) which linked initial configurations, FRO's and purchased upgrades. This reduced costs and decreased the sales cycle.• Developed a Customer depreciation model which maximized the economic value-add for our customers regarding repurposed units and identified new sales opportunities. Show less

Dayton, Ohio Area

Duties included tracking of customer’s orders, product staging, product delivery and installations in all 50 states and well as other countries. The only Implementation Coordinator in North America that worked with both the Financial and Retail divisions of NCR. Awarded the 1998 global Great Performance award as well as the 1998 Best-in-Class award. • Managed Retail and Banking installations, upgrades and new locations.• Part of the NCR "Tools Team" which worked on development of PM… Show more Duties included tracking of customer’s orders, product staging, product delivery and installations in all 50 states and well as other countries. The only Implementation Coordinator in North America that worked with both the Financial and Retail divisions of NCR. Awarded the 1998 global Great Performance award as well as the 1998 Best-in-Class award. • Managed Retail and Banking installations, upgrades and new locations.• Part of the NCR "Tools Team" which worked on development of PM tools and applications.• Also travelled the US to train other groups in the use of tools. Appointed lead trainer for the team and was responsible for training all the other trainers.. Show less

Dayton, Ohio Area

• Contract billing and invoice coordination for large financial institutions• Implemented cost cutting and process improvements thereby reducing the process cycle time• Company liaison with partner company regarding all disputes and billing issues• Collections and data analysis