Richard Mueller

Experience

• 

  Heartland Computers, Inc.

  Oct 2007 - Oct 2010

  Director of Operations

  Acted as support for service customers through sales/services, leading a team of 45. Conducted quarterly audit of quality control standards, order/service fulfillment, and SLA attainment to ensure customer satisfaction within a $4M budget responsibility. Interfaced with suppliers to anticipate new products and upgrades while highlighting after-market and end-of-life customer opportunities for the sales staff. • Created and implemented online ticket submission process for equipment repairs, improving efficiencies and expediting fixes.• Standardized statements of work, SLAs, and support agreements across all services lines with input from legal counsel and executive staff. • Designed business process foundation for ERP customization, process change control procedures, and workflow documentation. • Partnered with industry manufacturer to set company apart from competitors through negotiation and active feedback on issues to help strengthen manufacturers product. Resulted in expanding equipment service offers compared against competitors. • Established partnership with parts distributors to create unique supply chain competitors do not have, allowing customers replacement options and cost savings. Show less

• 

  Legacy Technology Services

  Apr 2011 - Dec 2011

  VP of Technical Services

  Oversaw service and product offerings of all business lines and customers through use of ERP software, project management tools, inventory, and ticketing systems. Directed business development, marketing, and project management efforts for technology services. Managed a budget of $8M in annual service billings, supported service offerings, and created foundational supply chain relationships. Guided 20+ employees, including service practice leads, technicians, warehouse staff, and administrators and established work schedules, safety standards, and overall service practices. • Cultivated relationship with parts vendors to supply plastic casings, displays, and electronic boards. • Expanded support of new equipment manufacturers, driving sales teams to reach new customers.• Instituted a quality control group that defined best practices to meet the needs of customers, ensuring accuracy and functionality. Show less

• 

  Von Technologies

  Apr 2012 - Oct 2023

  Liaison between customers and sales teams to establish customer needs and develop a solution to fit the customer's budget and/or specific issue to solve. Wrote detailed Statements of Work for wireless and wired technology deployments to support customer’s requests. Created detailed wiring maps to support the deliverable needs of the projects. Helped to define deliverable standards. Re-engineered the SoW templates to work towards more efficiency, and re-developed the pricing models to ensure all costs are covered.• Increased company revenue growth by 20% by implementing innovative strategies and streamlining sales processes.• Established a successful partnership with key industry players, resulting in increased market share for the organization.• Implemented cost-saving measures by conducting thorough financial analysis and identifying areas of inefficiency within the organization.• Spearheaded the implementation and usage of the Device Magic platform to capture deliverable information by the field team and compile all the data captured into a complete final report deliverable.• Negotiated favorable contracts with vendors, securing advantageous terms for the company while maintaining strong professional relationships.• Introduced process improvements that reduced operational costs while maintaining high-quality standards across all departments.• Managed financial, operational, and human resources to optimize business performance. Show less Supervise daily overall operational efficiencies and IT infrastructures, IT assets, setup and configurations, and purchases, while maintaining company computer systems. Lead 5 direct reports, managing a budget of $10M. Complete process evaluation and improvement for all departments utilizing PSA/CRMA software. Lead company recruiter, direct efforts, and establish process and standards for new hires pre-screening, interviews, and the on-boarding and off-boarding process.• Implemented company-wide CRM and PSA software (Connectwise) to bring all departments under one software package hosted in the Cloud.• Setup, implemented, and maintained company business email with Google Apps for Business, allowing company to utilize backups of data/email and calendar. • Executed company-wide phone system hosted in the Cloud. • Participated in the development of WiFiWisely.com product, a solution for end-users and powered by Von Technologies. • Developed and maintained an Operations Standard Library that allowed employees to access information on role duties and management to access references for training development material. Show less Directed and implemented operational initiatives to enhance service offerings, customer support, and sales of services, guiding 2 direct reports through processes. Developed and implemented key metrics to track field resource productivity and profitability for a $5M budget. Assisted project management team on large projects and acted as a Project Manager to support deployment directives with companies like AT&T for multi-site national roll-outs. Acted as internal IT support and supported field users with desktop applications, troubleshooted and setup/configured new laptops, tablets and pads used by field personnel. • Built new website with customer portal with ticketing support and employee intranet.• Brought forth new recruiting process and team to source sub-contractor support and employee hiring practices.• Acted as Admin that spearheaded the development of company software solution that included a CRM, ticketing system, web portal, and time/expense management, giving flexibility to field resources and improve customer satisfaction.• Converted previous manual process of separated databases into one system to improve records and efficiencies. Show less

  • VP of Solutions - Solutions Architect

    Jun 2021 - Oct 2023

  • VP of Operations

    May 2016 - Jun 2021

  • Operations Manager

    Apr 2012 - May 2016
• 

  Pilot Global Technologies

  Oct 2023 - now

  VP of Network Solutions

  Leads a vertical solutions group to support sales with pricing, quotes, RFQs. Redefine the sales process with key stakeholders and get buy-in from teams for the new process. Develop and implement new standards for quoting and pricing as it relates to Optimesh and large deployments. Assisted and reviewed current job descriptions, and established new descriptions as needed based on new roles. Within a team, establish skill requirements, test equipment, processes and standards for Surveying and deploying the Optimesh product.• Architect enterprise solutions with the Optimesh product with customers.• Provide QA resources for the engineering team to help reduce bugs and issues in production.• Work with Optimesh team to provide technical guidance on planned features and priorities.• Collaborate with product management and engineering to ensure project requirements are properly scoped and ordered within the product roadmap in an appropriate sequence to drive successful project delivery.• Work closely with CEO and CGO to build emerging solution demonstrations of the Optimesh platform.• Helped define, establish, recruit, and grow Optimesh team members with various skill levels. Show less