Scott McCarty

Experience

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  US Navy

  Aug 1986 - Nov 1996

  Submarine Sonar Technician and Trainer
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  Oce

  Nov 1997 - Apr 2008

  Senior Field Service Engineer

  Installed, maintained, repaired, and modified complex networked printing systems, including computer hardware and software.

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  Retail Inkjet Solutions, Inc. (RIS)

  May 2008 - Mar 2020

  Managed direct reports responsible for resolving escalated service issues from service vendors and global retailers and customers and maintaining 99% uptime. Directed operational activities including refurbishment projects, new account support strategy, and existing B2B customers new store launches. Reduced downtime, increased productivity and throughput, and improved product quality. Introduced inkjet patented technologies to retailers through kiosks in more than 600 locations within Costco, Auchan France, Cora France, and other global leading retailers.Collaborated with CEO as member of the Executive Team. Established and executed objectives for a $20 million company. Lead cross-functional teams to ensure cross-functional collaboration to achieve company goals.Identified issues and influenced decisions on short- and long-term planning for support programs, tools, projects, products, processes, metrics, standards, and customers.Planned and implemented technical support programs, personnel assignments, communications, projects, products, performance metrics/standards, and strategic policies and directives.Negotiated a 25% reduction in monthly service fees with existing service provider, resulting in $250k annual savings.Trained, mentored, motivated and achieved high retention of personnel based on emphasis on professional development, coaching, and open communication. Researched, reported, and corrected quality issues, problem trends, and critical support concerns by defining and monitoring key performance indicators (KPIs) and contact center statistics for continuous improvement and customer satisfaction to develop best practices.Analyzed data and measured service parts usage to advise engineering on redesign for improved functionality and quality, resulting in 50% reduction of service visits. Show less Interfaced with customers and 3rd party field engineers to resolve technical issues and service concerns, including hardware and software issues pre- and post-implementation.Designed and implemented processes and operational policies for the support team.Continually developed operational policies, procedures, training, and career development plans to maintain a motivated and successful support team.Directed efforts of technical support engineers engaged in post-sales activities, escalations, customer care and account management. Ensured technical support staff maintained appropriate knowledge and proficiency levels.Collaborated with other technical support peers to facilitate the integration of new products, hardware, and software technical knowledge.Exceeded Key Performance Indicators (KPIs) for machine performance and financial metrics, reducing parts cost per unit per service call from $318 to $225.Achieved and exceeded company growth projection from below 75% to 85% from 2013 to 2014.Drove growth of presence in 21 Costco sites in the U.S. to over 500 Costco sites worldwide. Show less Launched the service department. Developed and executed the service infrastructure and cultivated relationships with all 3rd party service vendors.Defined departmental service levels and developed metrics to assess performance related to service levels. Interfaced effectively to resolve customer problems related to the company goals.Established and maintained relationships with Field Operations, Engineering, and Software Development departments to identify service-related obstacles throughout the product development.Directed the design and implementation of solutions for continuous improvement of departmental processes and procedures. Show less

  • Senior Manager- Technical Support & Customer Experience

    Oct 2015 - Mar 2020

  • Manager- Technical Support

    Sept 2012 - Oct 2015

  • Lead Service Support Engineer

    May 2008 - Sept 2012
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  D&K Engineering

  Jan 2022 - now

  Program Manager