Steve Davis Email & Phone Number

Kent, Washington, United States

Kent, Wa

Remote

Managing Aftermarket Business Strategy for Customer Service, KMT Genuine Parts, and KMT Genuine Service

Kmt Waterjet Systems - Baxter Springs, Ks

Strategic planning and implementation for all aftermarket activities (Sales & Service) in North & South America. Includes internal customer service, technical phone support, field service, parts pricing, and channel management.• Overseeing the continued growth of KMT’s aftermarket infrastructure, including the study and advisement for KMT’s European and Asian markets.• Initiated strategy to capture additional market share from competitors by realigning KMT’s go to market strategy with key integrators.• Formulated new KPIs to understand the critical drivers for increased growth and utilization rates.• Utilized metrics to track and improve efficiencies in the following areas: On time delivery Out of stock rates on high turn parts First call resolution for parts and service First time fix rates for field service Request date v. delivery date for parts and service• Strengthened bottom line through new pricing strategies, business policy, and contract negotiation.• Provided revenue and booking forecasts for both parts and service, as well as providing quantity forecast for inventory levels, reorder points, and safety stock targets.• Promoted individual initiative in both customer and technical service teams through open communication, strong rapport, and trust.• Introduced targeted incentive programs to drive optimal employee behavior.• Launched and drove Multiple Points of Contact strategy to strengthen customer relationships and solidify foundations for long term relationships.• Heavily involved with SHAPE Technologies’ IT Steering Committee, New Product Development, Stage Gate Approval Process, and Global Aftermarket Initiatives. • Began the process of transitioning KMT Genuine Parts & Service from merely a support role of capital sales to a revenue generating department with its own P&L.

Responsilbe for all points of contact with the customer after the sale of capital equipment. Includes channel managment for parts sales and strategic planning for customer service, technical support, and field service.• Promoted after being recognized for successful strategic planning, implementation of new processes, and solid growth as the Technical Service Manager. • Drove interdepartmental synergies by communicating our business purpose and core values. • Projected the most attractive commercial opportunities through market research and analysis. • Developed and launched Remote Field Service Representative strategy to improve value proposition. This strategy involves sales, field service, and mobile inventory. It is now imitated by several business units under the SHAPE umbrella.• Created new service products outside of the standard “break-fix” model. • Identified external commercial threats and initiated ongoing strategies to defend against them.• Implemented a branding initiative for the Americas market that went global in under two years. • Introduced an end user focused strategy to significantly increase our value proposition.• Designed and established kmtgenuineparts.com to facilitate the process of ordering of parts.• Oversaw the development and publishing of a comprehensive parts catalog.• Solved internal threats and issues with innovative solutions.• Dedicated significant time and resources for each new hire, while also mentoring high potential employees to ensure we “got the right people on the bus”.

Responsible for all technical support and field service, including documentation and tracking of all issues, improvements, and costs. North & South America.• Hired to manage a team of three field service technicians and one phone troubleshooting expert.• Initiated mandatory data collection and input into CRM software for future tracking and metrics.• Conducted surveys to identify gaps in KMT’s customer support and measure end user satisfaction levels.• Identified market demand for increased service and support levels.• Successfully lobbied for the addition of two Field Service Representatives despite a cap on headcount by presenting business plan to the CEO and Board.• Developed guidelines for Field Service Representatives appearance, dress, and conduct to reflect an image of professionalism and value.• Updated all letterhead, quotes, and electronic communication to customers.• Utilized metrics to identify phone trouble shooting skills of inside technicians.• Created a Preventive Maintenance program to develop long term commitments with customers and guarantee the use of KMT aftermarket products.• Overhauled organizational structure from a purely reactive mindset to a proactive one.

Midwest And Se Regions

Typical capital equipment sales position. However, the uncommon business model of KMT Waterjet also required the farming of potential companies capable of integrating our product into a complete cutting system. Once landed, it was the job of the Area Manager to facilitate the growth and success of all aspects in this new partnership. Pricing, Terms, Growth, Product Management, Lead Generation, Joint Sales Calls, Marketing Strategy & Material, Sales Training, and Technical Training all fell under the purview of an Area Manager with a new integrator of KMT equipment.While a heavy emphasis was placed on pre-market activity (capital equipment), aftermarket sales (parts) was a considerable portion of the overall sales goal. This required the monitoring and management of all waterjet companies (KMT and non-KMT) located within my sales region.Midwest Region• Managed the equipment and parts sales for the Midwest region of the US. (WI, IL, IN, OH, MI)• Transferred from SE region specifically to manage our largest account, Mitsubishi.• Converted large competing system supplier in 2010, resulting in 1.1 USMD in the first year.• Led team in developing a new integrator program to facilitate sales, promote positive behavior, improve margin, and strengthen long term relationships.• Consistently hit or went beyond sales targets.SE Region• Managed the equipment and parts sales for the SE region of the US. (TN, VA, NC, SC, TN, GA, FL, AL)• Developed strategic planning and facilitated its implementation for KMT, its OEMs and their distributors. • Identified and promoted strategic alliances and partnerships for both prospective OEMs and individual accounts. • Focused on the management of key integrators, motivation of their sales force, and promotion of KMT brand. • Coordinated all Southeast integrator sales activity in North America.• Managed and coached a small, new integrator into the second largest in KMT’s arsenal.• Consistently went beyond sales targets

• Manage Northwest sales and service efforts for L&P Wire-Tie Systems, a division of Leggett & Platt (Fortune 200 Company). • Territory ran from Alaska down to norther California, including western Canadian provinces.• Developed and implemented both sales and public relations strategies to acquire new business while retaining existing accounts. • Performed emergency field work in addition to developing training seminars and preventive maintenance schedules as a Certified Trainer. • Set individual and Northwest region sales objectives and formulated plans to expand business. • Identified opportunities for strategic alliances and partnerships that further business goals. • Aggressive pursuit of new accounts and previously lost business. • Created personal relationships with each customer to acquire trust, respect, and loyalty.

Mba, Management

MBA in General Management

B.A., Business

Activities and Societies: Drury Basketball Team Kappa Alpha OrderBS in Business Administration