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.
• 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.
• Strengthened bottom line through new pricing strategies, business policy, and contract negotiation.

• 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.
• Created new service products outside of the standard “break-fix” model.

• 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.

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.
• 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

• 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.

Mba, Management

MBA in General Management

B.A., Business

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