Richard Delaney

Experience

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  Picker Intl., Medical Imaging & Diagnostic Equipment

  Jan 1985 - Jan 1996

  Area Service Manager

  Managed field service group of 20, BSEE Field Engineers, in the installation, maintenance and repair of MRI, CT, X-Ray, Nuclear Medicine and Ultrasound medical imaging equipment in the Los Angeles area.

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  Epson America

  Oct 1996 - May 2008

  •Managed Advanced Product Support and Field Service for Systems Devices, technical support call center and nationwide service providers: o Managed 4 support specialists in product troubleshooting and development. Transformed team from reactionary roll to pro-active problem solvers.o Reduced total call volume by 12% and emails by 18%, while supporting new product growth rate of 5% annually. o Established process improvements contributing to Service and Support Division achieving all warranty cost reduction program goals over the past two-year period.• Managed Field Service, Epson Customer Care Centers for Systems Devices;o Established 288 third-party service providers nationwide to service all Systems Device products. o Developed major account relationships with 383 significant large customers that contributed $500,000 in annual repair revenue. o Established service programs and delivery methods for warranty support. Forecasted repair parts and exchange products for warranty programs, achieving a 98% on time ship record.o Increased warranty program sales by 53% by directing efforts of the distribution team and resellers and by launching new marketing and web based communications. o Resolved service issues escalated from Credit, Customer Relations, Advanced Product Support, Parts Order Services, and Sales. Show less

  • Field Service/Tech Support Manager

    Oct 1996 - May 2008

  • Field Service Manager

    Oct 1996 - Apr 2001
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  Bixolon/Samsung

  Jun 2008 - Feb 2010

  National Service Manager

  Developed Authorized Service Provider network in the America’s.Tripled ASP network in North America.Established entirely new ASP network in Central and South America.-Managed equipment and hardware installations.-Product Development;-Conducted product launches, created promotions, supported trade show seminars, created competitive marketing collateral, presentations, field training, and analyzed product trends/markets to identify new opportunities-Managed Technical Support-Doubled Technical Support Group call handling and troubleshooting capabilities.-Developed warranty programs-Created Spare-by-Air and WarrantyPlus enhanced extended warrantiesDeveloped warranty claim process for service providers.Established new Parts Planning and Inventory process-Improved parts order fill rate by 60% Show less

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  IQinVision

  Feb 2010 - Dec 2011

  Technical Support Manager
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  Roland DGA

  Dec 2011 - Jan 2013

  Technical Services Manager
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  Pacific Dental Services

  Nov 2013 - now

  National Maintenance Manager

  Dental