Thomas Eytel Email & Phone Number

Lawrence, Massachusetts, United States

Enhancing the customer experience through effective interdepartmental coordination.

Billerica, Massachusetts, United States

• Oversaw the successful execution of service and support to US Customs Border Protection, (CBP) operations across the contiguous United States and Puerto Rico: Contract compliance, deliverables, and remediation.• Primary contact to CBP for support related issues at all Port of Entry locations utilizing AS&E and Rapiscan technologies; Meetings, performance reports, reconciliation activities.• Oversaw the efforts of 23 Field Service Engineers via 2 Field Service Managers nationwide. • Drove Internal Operations to resolve product performance and material issues to meet contractual requirements.

Portsmouth, New Hampshire

Oversaw the Technical and Application Support teams.Drove operational improvement maximizing efficiencies and customer satisfaction. CCreated and implemented increased service revenue opportunities. Developed and coordinated improved internal communications creating a faster, more responsive service organization.

Chelmsford, Ma

• Improved & standardized the customer experience worldwide through restructuring of channel based service operations, through cohesive communication & engagement tactics.• Drove improved service performance & efficiencies by creating & implementing corporate service standards across the network via designed contractual & reporting requirements.• Aligned corporate operational departments in support of world class service delivery by establishing an internal customer centric focus dramatically improving responsiveness.• Developed strategic relationships to bolster retention of major accounts resulting in greater customer appreciation of services offered.

Salisbury, Ma

• Established & implemented effective technical support operations to meet customer demands resulting in increased customer satisfaction.• Created on boarding requirements for 3rd party service providers creating a consistent service delivery standard, improving customer service and cost savings.• Revamped depot repair center operations maximizing profitability and repair turnaround time.• Partnered with Sales introducing service operations during pre-& post sales activities, integrating service into the sales process.

Amesbury, Ma

• Created 20% cost reduction in first year through revamping Customer Service operations.• Reduced back order lead time by 75% in year one and by an additional 10% in the subsequent year by heading up process flow exercises with all functional departments. ONE YEAR without a late delivery.• Created 3% organic growth through restructuring and implementation of new standardized pricing matrix.• Updated & integrated full ERP utilization, (MAS90) creating increased efficiencies in O/E & Production planning.• Project Lead on new companywide ERP integration & implementation - (IQMS). Successfully integrated in January 2014.• Continually focused on work flow & communication improvements between operational & sales departments resulting in “Best in Class” award for this division of Amesbury Sealing Products.

Newton, Nh

Recruited to Continental Biomass Industries & successfully:• Promoted enhanced interdepartmental coordination creating a customer focused atmosphere throughout the organization, resulting in improved service delivery & company image in the market place.• Developed team account management process: Partnered with sales, representing service & operations which successfully maximized existing & captured new business.• Designed service operations P&L & performance management metrics: $7M annual sales: warranty costs reduced by 40% by end of first year; 15% increase in revenue annually, margin increased 25% by end of 2nd year.

Woburn, Ma

• Designed, integrated, & staffed technical service & customer support department & depot repair center. Resulting in a positive revenue stream (40% margin)

Franklin, Ma

• Senior management steering team member: short & long term planning.• Functional operations department coordinator delivering world class account management.• Established and enhanced cross-functional communications to improve product quality, dealer and customer support initiatives.• Technical & product support and call center administration & supervision: 3 divisions. 7 X 24, worldwide.• Company wide ERP, (MFG/PRO) integration coordinator. • Successfully increased existing & brought in new business as the customer interface for service & operations. • Transparently consolidated 3 separate customer, technical & product support departments into 1 operation due to economic down turn in the semiconductor industry.

Managed sales and service in the design, marketing & delivery of integrated MIS services to commercial & corporate client base.3rd party service sourcing & administration.12 direct management reports. P&L management of $5.7 M. Consistently exceeded budget.Orchestrated MIS, (MXP: service module), integration Reduced regional operating costs by approx 65% via consolidation of multiple repair centers into one central depot repair center.

• Corporate operational department coordinator: trouble shot on time delivery & support issues to regional operations.• Corporate operations consultant: Improved company wide sales & service performance.• Negotiated & administered national contracts: responsible for compliance & maintenance.• Oversaw ERP selection, integration and regional implementation; MANMAN/Triton.• Company wide inventory management.• Service P&L design & management. • Product & service policy design & administration: Warranty, contracts & pricing: $3M.• Account Management: Relations maintenance & new business development.• Customer interface for all support and compliance activities.• Consolidated regional repair centers into 1 central center reducing operating costs by 45%.• US, (NY & NJ) service operations management: Staffing, service delivery & client relations.• Restructured NA regional operations resulting significant administrative & resource savings.• Superior performance resulted in the promotion to World Head Quarters in Montreal, PQ, as the Director of Service Operations.