J. Mark Call

Experience

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  Xerox Corporation

  Jan 1991 - Jan 1998

  Senior Technical Support Engineer

  Provided excellent customer service and support to internal technicians and end user customers. Member of early product development and beta test team for new digital products.

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  Xerox Corp

  Jan 1998 - May 2003

  Product Manager- Technical Support Services

  Develop and implement product support and service programs in support of 355 Independent Product Resellers throughout USA, Canada, and Puerto Rico for existing and new Dealer Channel networked copier, and fax products.Highlight• Lead/managed international (US and UK) service product group to insure timely delivery of all require product service materials for product launch.• Managed delivery of service aspects of products through product launch and life cycle including internal time to market phase gates, internal and external customer tests and acceptance, final management acceptance and launch, and end of product life• Represent Service side of dealer organization at management meetings • Coordinated regional training team deliverables to ensure new products training was ready for product launch• Directed tradeshow processes • Managed beta tests and presented results to product development and senior management.• Direct the research and solution process to resolve network connectivity and software problems related to a scan server product. • Measurable 20% increase sale of network printers and fax products Show less

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  Bosch Security Systems

  Jul 2003 - Jul 2006

  Management and timely delivery of Bosch IP video products sale and support training programs to Bosch Regional Sales Reps, independent rep firms and value added resellers. • Led the development of the new IP product support process with inside sales and customer service dept.• Trained a team of IP video product trainers and video rep firms• Evangelized the product with all Rep firms and directed the development and delivery of classroom training program.• Product SME consulted on large sales opportunities Show less Direct manager of the technical support call center; employed KPI to define team success. Oversight and development of team of twenty-four support technician within Bosch Technical Support center across a band of multiple fire, intrusion and access control products.Highlights• Developed onsite field service support system to assist Value Added Resellers who were experiencing the greatest difficulties. • Closed Salinas, CA facility; relocated selected individuals to Fairport NY support team.• Reduced customer hold times by 400% • Recruit 14 technical staff to complete team of 24• Developed and implemented a two tier inbound call process to favor customer who generated the top 5% of sales.• Successfully built one high performing team from three culturally different groups.• Realigned Technical Support teams with business units to enable product specialization.• Developed and directed the technical training plans for technical staff. • Established team vision and mission to tie Technical Support into overall business plan.• Established team communications and recognition process to build team morale.• Directed implementation of new call tracking system.• Revised and simplified automated telephone answering system to favor the customer.• Implemented call monitoring process to increase customer satisfaction. Show less

  • National IP Products Training Manager

    Jul 2004 - Jul 2006

  • Manager, Intrustion, Fire, Access Control Technical Support Center

    Jul 2003 - Jul 2004
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  Lenel Systems International

  Jul 2006 - Jun 2009

  Product Manager, IP Video Products

  Manage IP video and video analytics products through total life cycle from vision to conception; to grow market share and increase sales of existing CCTV/video products• Authored originating product specification for Lenel Enterprise Door Access - “OnGuard Enterprise ”• Established OEM relationship, defined product specifications, negotiated purchasing agreement, defined roadmap, pricing and all things related to pricing, trained the trainer, designed marketing materials, evangelized to sales, and held accountable for results of:o Project / Product Managed OEM partnership with iCaNTek Co., LTD www.icantec.com, an IP security camera manufacturer (Republic of Korea), to develop and market an OEM (LENEL) branded camera line; total IP camera sales exceeded plan and management expectations by ~60% for a gross yr. / yr. gain of $10M in year two.o OEM partnership with Korean IP camera and NVR manufacturer- HIKvision- to deliver NVR to market that included embedded video-analytics.o OEM partnership with Lumenera, Inc.www.lumenera.com, Ottawa, Ontario Canada, to develop for resell, OEM (Lenel/Lumenera) IP camera with video analytics embedded in the camera.• Managed strategic partnerships with IP camera and server hardware partners. Axis, Canon, Samsung, Panasonic, Mobotix, IOImage, Pelco, Lumenera, iCanTek, HIKvision, JVC, CBC America, and Toshiba Electronics• Product Management Interface to Great Brittan and Eastern Europe Sales• Total Video Product sales in 2007, 2008 and 2009 exceeded plan by 18, 20,& 24% respectively. Show less

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  Salient Systems Corporation

  Aug 2009 - Jan 2024

  Manager, Corporate Technical Education

  Originated Salient Systems' training department, developed and documented all processes and department budget, authored/taught classroom, and developed and launched eLearning certification training.Training programs provide reseller certification includes accreditation from Electronic Security Assoc. (ESA) and Building Industry Consulting Service International (BISCI). eLearning certification training was the first online certification program for Security Industry, and it won the ESA support award in 2012. Show less

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  Habitat for Humanity International Volunteer

  Jun 2024 - now

  Manger of Technical Training, Customer Service, Call-Center and Physical Security Video Products