Mark Karabin

Experience

• 

  NewBold Corporation

  Feb 2004 - Jul 2017

  Operations Manager

  - Manage Project Management and Depot Repair Service teams, Multilingual Service Center, and maintain a hands-on client-centric approach with sales force - Identify strategic service or product expansion areas as well as product end-of-life through in-depth market and competitive analysis and voice of customer research- Performed extensive financial and procedural analysis, and implemented process improvements to ensure the highest level of efficiency and profitability; resulting in a revenue increase of 45% and an operation budget decrease of 17%- As a channel partner and thought leader with the major Point of Sales OEMs, offer a comprehensive and acute understanding in the areas of Payment Terminals, Mobility Solutions, and complete Service ProgramsMajor Accomplishments:- Fully implemented a Support Desk generating $550K revenue in its first year during 2012. Implemented Service Desk Software, created work flow rules and customer notifications, along with initiating a client portal interface. Performed key role in IT equipment upgrades, phone system and server replacements.- Directly responsible for expanding our services into Canada and Mexico during 2013. This included developing and expanding our support model for equipment warehousing across both borders, hardware repairs, spare in the air support programs, field technician dispatchingand expanded language support to include Spanish and French.- During 2016, followed sales lead that proceeded to an RFP proposal and landing the largest contract in the history of TSI (2M Annually). Expanded Call Center from 8 Help Desk Representatives to 36, 2 Shift Leads and doubling our repair department and shipping/receiving center. Participated and led core team to customer’s site for two weeks of onsite training followed by four weeks ramp up before aggressive customer kickoff/go live date. Customer previously outsourced to eight different vendors and consolidated all services to TSI within six weeks. Show less

• 

  Medeco

  Jul 2017 - now

  Manage Technical Services for all Medeco business units. Provide world class technical services to our customers, end users, and company staff. Provide ongoing field, technical sales, training, and product support. Extend company support capability for electronic, software, and mechanical products, especially the intelligent key product line and associated software. Liaison among customers, product line managers, production, quality, customer service/order entry, and product development teams. Field support for installations, sales technical support, technical training and trade shows.- Maintain Infrastructure and 24/7 Monitoring of customer facing and supporting servers – 100+ Virtual Servers on both Microsoft Azure and AWS environments- Complete ownership of both our Managed Services and Professional Services Programs/Offerings- Hands-on manager able to perform the technical support function, manage and develop the capability of the Technical Support Team.- Demonstrates leadership and excellence in Technical Sales Support: provide proactive sales team support and customer visitation—in factory and in field--while coordinating closely with the ASSA ABLOY sales team- Build and maintain strong support for all departments: sales, training, customer service, technical services, legal, marketing, operations, product development, product management, export, master key, and quality- Coordinate field service and travel for training, technical sales, installation support, emergency support, field break-fix services, and customer visits- Develop and maintain technical documentation— videos, manuals, and installation guides- Interface with product line managers and product development engineers for continuing development and product improvements- Manage and oversee customer hardware returns, provide evaluation results, communicate corrective actions, end-user education, enhances the overall customer experience Show less

  • Director of Customer Experience

    Jan 2023 - now

  • Technical Services Manager

    Jul 2017 - Jan 2023