Steven Perkins Email and Phone Number
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With over 30 years of experience, I have excelled in building strong teams and systems to support internal teams, customers, and partners. My commitment to delivering Customer Services and Technical Support includes providing a personal touch while leveraging the latest tools to gain proactive insight into customers' needs. I believe that, even with advanced customer service tools, fostering an authentic and personal experience remains at the core of lasting customer relationships. I specialize in hiring, assembling, and managing a diverse highly skilled team across international settings and various cross-functional departments to deliver the absolute best support services to our end users.As a Business Project and Process Lead, I specialized in managing company acquisitions and divestments. My expertise lies in seamlessly integrating multiple teams and diverse system tools into unified Customer Service and Technical Support teams and tools.Throughout my career, I have successfully developed and executed multiple customer service initiatives, including establishing strong global case and knowledge management systems. This includes implementing robust dashboards and tracking structures to gauge the customer pulse and enhance operational processes. I advocate for online customer access to 24/7 self-help portals, aiming for a stellar out-of-the-box experience and increased call deflection. My achievements have been recognized including: - 2021 Business Process Lead for divestment of software business units. - 2020 Corporate Recognition: Global implementation of multiple software units onto a unified Salesforce case and knowledge management system. - Presidents Awards: Nominated by peers and elected by the CEO. - Distinguished Employee Awards: Recognized for exceeding corporate goals. - Spot and Inspire Awards: Recognition for creatively resolving customer roadblocks and contributing to corporate advancements.My specialties encompass a wide range of roles:- Director Technical Support - Business Project Lead- Business Process Lead- Project Sponsor and Coordinator- International Team Management- People Development, Coaching, & Mentoring- Customer Relations - Software Development- Training Management- Technical Documentation- Team Acquisition Integration- Site LeaderAdditionally: Specification writing, beta programs, application research, optical measurement systems, forums administration, and web design. Proficiency in applications such as: - Salesforce- Slack- Microsoft Teams- Microsoft Office- Wiki- Windows
Hexagon Manufacturing Intelligence
View- Website:
- hexagonmi.com
- Employees:
- 4468
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Director Of Technical SupportHexagon Manufacturing IntelligenceChapel Hill, Nc, Us
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Director Of Software Technical SupportOqton Jan 2022 - PresentGhent, Belgium , Be -
Director Of Software Technical Support3D Systems Corporation Jan 2018 - PresentRock Hill, Sc, UsAs a Business Project Lead and Business Process Lead, I spearheaded the global implementation of a Software Services group with a fully custom Salesforce Case Management, integrated Knowledge Management, and community platform. This initiative successfully unified our Global Software Support team, addressing corporate requirements and establishing a world-class system for our agents, partners, and customer community. Effectively knocking down silo's and resurrected into a global powerhouse.In my role as Operations Group Project Sponsor and Project Coordinator, I facilitated the smooth divestment transition of software legal entities through effective management under a Transition Service Agreement (TSA). Including personnel and system tools.I created, assembled, and led a global Technical Support team, fostering a culture that emphasizes strong customer relationships with authenticity and integrity. I have been highly effective in hiring and managing a high-quality, international, diverse team, ensuring staff career growth through mentorship and coaching.Recognizing the value of an educated user, I emphasized empowering and educating customers through a 24/7 self-help Support Center Community, incorporating extensive knowledge bases, user guides, and video channels. This approach enhances the out-of-the-box experience for new users, facilitates support, encourages user contributions, and fosters customer loyalty.I developed a close working relationship process between customers and Product Development, promoting an internal customer focus for development teams and product management. I see my role as an internal champion for the customer providing feedback to product ownership. This collaboration results in targeted customer enhancements that contribute to lasting relationships. Maintaining a consistent average global Customer Service NPS score of 80+.Site Leader for the Cary, NC office. -
Director Of Customer Services Americas, Software3D Systems Corporation Oct 2011 - Jan 2018Rock Hill, Sc, UsAs the Director for Technical Support, Customer Services, Product Specialists, and Training teams for the Americas, I've excelled in integrating diverse teams from acquisitions into a unified Customer Services team. I defined staffing roles, established a cohesive vision, and successfully merged resources, minimizing customer disruption. I consolidated case/ticketing systems, knowledge bases, and community websites into a flexible and scalable system.Directing a highly technical product specialist support team across global locations, I ensured they serve as subject matter experts for customer and partner issues, maintaining a consistently high Net Promoter Score (NPS) of 75 or higher.I defined corporate-wide adoption of Technical Support standards, systems, and tools. Authority in hiring, merging, training, and migrating Customer Service personnel.Serving as co-site Leader for the Cary, NC office, I contributed to site leadership responsibilities. Additionally, I played a crucial role as an Interview Team member for open positions within the company.In the realm of Training, I achieved a remarkable average annual revenue growth of 24% over a 5-year period without increasing staff, generating $1 million per year. I coordinated Training teams to deliver classroom and onsite training for customers and channel partners, unified calendars and oversaw curriculum content creation. To optimize efficiency, I contracted with third-party vendors for remote region training, reducing team travel expenses.
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Technical Support Manager, Americas And Europe3D Systems Geomagic Mar 2007 - Oct 2011I founded, built and led a global technical support team, prioritizing authentic customer relationships and championing a culture of efficiency with a personal touch. As a devoted customer advocate, I mentored teams, promoting a culture of "teaching and grace" that allowed individual team members styles to flourish while maintaining a unified messaging.Recognizing the value of informed users, I advocated for customer empowerment through our 24/7 self-help Support Center, resulting in a 30% increase in call deflection and over 2 million annual portal visits. This comprehensive online resource includes a vast knowledge base, user guides, tutorials, and video channels.In my role, I played a crucial part in standardizing company initiatives for effective distribution of customer online self-help information. Additionally, I led the implementation of an integrated customer ticket tracking system, emphasizing the linkage of dynamic online information with in-product Help.Utilizing social networking tools and regular newsletters, I engaged customers, enhancing support's outward-facing role in collaboration with marketing efforts, establishing Technical Support as approachable and increasing customer loyalty.As the manager of the Technical Communications and Documentation team, I spearheaded the transformation of product and online help documentation into rich media content, featuring videos and online learning.I fostered a closer relationship between customers and Product Development, ensuring our active participation in development scrums, bug grooming sessions, and UI discussions, prioritizing the customer's perspective.With a background as a software deployment planner, website developer, and Senior Software QA, I bring a well-rounded skill set to contribute to the enhancement of customer experiences.
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Senior Quality Assurance Engineer3D Systems Geomagic Aug 2000 - Mar 2007As the Lead Quality Assurance Engineer for Studio products and Technical Support, I played a pivotal role in ensuring the quality and reliability of Geomagic Studio. This encompassed comprehensive responsibilities, including specification writing, development coordination, and test plan creation. I held the crucial responsibility of certifying software releases through meticulous testing and sign-off processes before installer creation leading to compact disc and website distribution.Simultaneously, I provided valuable Technical Support to customers and partners, offering assistance and guidance on all reverse engineering and inspection software products. My commitment to ensuring a seamless user experience extended to the testing of Optical Measurement Systems, contributing to an additional annual revenue of $500k through service work in 3D-data processing.Beyond QA, I wore several hats, serving as a Geomagic Trainer for in-house classroom training, a software deployment distributions planner, and a contributor to User Guide documentation. Additionally, I played a significant role in translations and localization efforts for content and actively participated in website development.Leveraging my extensive experience, I assumed a key role in the interview process, assessing multiple candidates for various positions within the company. My multifaceted contributions showcased my dedication to upholding quality standards, providing user support, and contributing to diverse aspects of company operations.
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Senior Cad DesignerKimley-Horn 1998 - Aug 2000Raleigh, North Carolina, UsLed the corporate migration from board drafting to CAD company-wide resulting in faster plan design and resource savings. Managed AutoCAD and SoftDesk support company-wide. Leader of a four-person CAD governing body for North America. Supervised CAD standards for 200+ CAD stations. Civil engineering design for commercial site plan layout, contour maps, profiles, utility, public parking lots, and highways.Provided networking and computer support, scripting, policy, and naming conventions for the AutoCAD group.Senior AutoCAD Designer for site and civil projects. CAD specialist. -
Network AdministratorDewberry 1997 - 1998Fairfax, Virginia, UsNetwork Administrator providing IT support for branch office. Support for all CAD and office stations, email administrator, network and computer support, hardware and software, and daily backups. Coordinating branch IT needs with corporate office. Policy creation for data storage, conventions and network usage, and network budgeting. -
Senior Cad Designer / DraftsmanDewberry 1993 - 1997Fairfax, Virginia, UsAutoCAD Designer for HVAC, Electrical, Architectural, Plumbing, Sprinkler, and Civil.Implemented a company-wide transition from board drafting to AutoCAD. Responsible for testing and selecting various CAD software tools and office-wide applications. Managed selection and rollout of computers and CAD stations. Defined CAD standards and policies to staff for adoption. Office computer administrator. Office fully transitioned to AutoCAD in 6 months. Highly skilled in the use of all tools associated with hand-drafting. Pen, pencil, ink, templates, blueprint making and mass production planning. Site inspections and reverse engineering of mechanical rooms and HVAC Systems for as-built designs.
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Cad Designer / DraftsmanSoutheastern Engineering 1988 - 1993AutoCAD Designer for HVAC, Electrical, Plumbing, and Sprinkler.Implemented company-wide transition from board drafting to AutoCAD. Responsible for testing and choosing various CAD software's and office applications that would be rolled out company wide. Managed implementation of 5 computers and CAD stations. Office network and computer administrator. Office fully transitioned to AutoCAD from pen & ink in 6 months. Highly skilled in the use of all tools associated with hand-drafting. Pen, pencil, ink, templates, blueprint making and mass production planning. Adopted CAD standards and policies to staff. Site inspections and reverse engineering of mechanical rooms and HVAC.
Steven Perkins Skills
Steven Perkins Education Details
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Pennwest EdinboroCommunication Graphics And Art (Dnf) -
Development Dimensions International (Ddi)Coaching For Peak Performance
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Capital Associated Industries (Cai)Fundamentals Of Management
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Al Neumann TechGeometric Dimensioning And Tolerancing
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Knowledge AllianceNet+
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Union City Area High SchoolCollege Prep
Frequently Asked Questions about Steven Perkins
What company does Steven Perkins work for?
Steven Perkins works for Hexagon Manufacturing Intelligence
What is Steven Perkins's role at the current company?
Steven Perkins's current role is Director of Technical Support.
What is Steven Perkins's email address?
Steven Perkins's email address is 2l****@****ail.com
What is Steven Perkins's direct phone number?
Steven Perkins's direct phone number is +191960*****
What schools did Steven Perkins attend?
Steven Perkins attended Pennwest Edinboro, Development Dimensions International (Ddi), Capital Associated Industries (Cai), Al Neumann Tech, Knowledge Alliance, Union City Area High School.
What are some of Steven Perkins's interests?
Steven Perkins has interest in People Development, Children, New Technology, Economic Empowerment, Art, Mentoring, Board Gaming, Audiophile, Science And Technology, Music.
What skills is Steven Perkins known for?
Steven Perkins has skills like Quality Assurance, Product Management, Software Documentation, Technical Support, Product Development, Management, Testing, Cross Functional Team Leadership, Team Building, Project Management, Process Improvement, Cad.
Who are Steven Perkins's colleagues?
Steven Perkins's colleagues are Gilli Goodman, Giuseppe Perra, Elisabeth Manent, Daniel Bean, Christoph Horst, Lisa Cutcliffe, Lee Maloney F.d Ieng Miet.
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