Experience

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  Ricoh usa, inc.

  Jan 1977 - Jan 1993

  * Direct and manage service personnel and fleet (8 field technicians, 2 supervisors) for Metro Dallas and the states of Arkansas and Louisiana. * Manage the support of over 90 different models (Facsimile, Copier and Printer) of equipment to end-users. Supported customer base of 7,600 with monthly growth averaging 4 to 6%. * Profit and loss responsibility, develop and prepare fiscal budget and operating plan with accountability of $500K annually. * Responsible for all project scheduling and setting of productivity and quality standards. * Responsible for all spare part planning, procurement and usage tracking. * Schedule and determine need for all technical training. * Provide direct support to sales management as needed. Show less * Provided programs Administration/Management and Technical Service Management support to the 140 OEM dealers for the Southwest Region. * Support was conducted through scheduled monthly visitation; offering service management support for inventory tracking and control, failure rate statistics, manpower utilization/forecasting, service costing by model, product training and updates. * Supervised five (5) Regional Technical Managers and 1 Administrative Assistant. * Service Operations was the information conduit and Liaison between Ricoh Corporate and the dealership. Responsible to provide monthly reporting of dealer performance of all technical and resource data relative to the Regions dealer business operations. Show less * Supervised 3 Managers, 38 technicians, warehouse, depot repair and administrative staff * Oversee multiple state (7) operations and facilities. Responsible to review, negotiate and authorize all non-standard service maintenance agreements. * Profit and loss responsibility, develop and prepare fiscal budget and operating plan with accountability of $1.2 million annually. * Compressively manage and coordinate multiple department (Field Service, Depot repair, Part Warehouse) activities and personnel. * Manage the support of 90 different models (Facsimile, Copier & Printer) of equipment to end-users. Supported customer base of 22,000 with monthly growth averaging 7 to 10%. * Responsible for all project scheduling and setting of quality standards. * Established and organized divisions first Regional Spare Parts Warehouse. Consolidated field spare part inventory to improve distribution efficiency and control high dollar, low usage materials & test equipment. Show less

  • Field Service Manager

    Jan 1990 - Jan 1993

  • Region Service Operations Manager

    Jan 1989 - Jan 1990

  • Region Service Manager

    Jan 1986 - Jan 1989

  • Technical Service Supervisor

    Jan 1984 - Jan 1986

  • Advanced Product Specialist

    Jan 1979 - Jan 1984

  • Field Service Technician

    Jan 1977 - Jan 1979
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  Auto photo systems, inc.

  Jan 1993 - Jan 1995

  Region operations manager

  * Reporting directly to the Senior VP of Operations. Oversee and manage a seven (7) state route services & marketing organization. Providing route service based preventative and emergency maintenance and money collection of Photo Studio’s utilizing both chemical and dry photographic processes. Negotiate all customer/facility (Mall, Amusement Park etc) and route service technician contracts and services. * Responsible for route $collections oversight and region banking transactions. P&L responsibility develop and prepare fiscal budget and operating plan with accountability of 4.7 million annually. * Oversee and direct the management of the Region Service facility and 9 direct employees and 40 contracted route service technicians. Direct employees included 4 District Managers, 1 Marketing Manager, 1 Regional Technical Specialist, 1 freight trucker and 2 Administrative personnel. * Responsible for all Customer Service related programs, route technician technical training and support. * Oversee regional production and refurbishment of new/used equipment. Administrate and coordinate all equipment installations/removals including transportation. * Responsible to manage regional Photo Studio product inventory, supplies and technician spare part inventory. Maintain corporate productivity and photo quality standards. Show less

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  Océ - a canon company

  Jan 1995 - Jan 2013

  - Responsible for managing the planing, analyzing and coordination of all technical service activities for new product launches through life cycle of product. Manage three (3) HQ based Product Specialist and seven (7) National Technical Specialists.- Provide on-going analysis of key service data and develop actions to improve/correct product performance.- Primary interface and liaison for the US operating company to the manufacturer for problem reporting and resolution attainment.- Direct the coordination of the National Technical Specialists in support of resolving technical problems that escalate to the HQ level. Show less • Oversee and direct the management of two (2) Technical Support Center facilities and 14 employees’s including supervisors, support center specialists and administrative personnel. Each facility is aligned to a specific business channel and product technology.• Responsible to ensure high quality tier 2 level technical support and programs are available to the Océ North American (ONA) service division for all business channels and technologies. Organized to support complete machine systems, software, connectivity and Océ applications. Develop, implement and maintain programs and support protocol to efficiently facilitate next level escalation for all business channels and technologies for the ONA service company. Developed and maintain a support infrastructure and practices in line with service company ISO 9001:2000 policy, procedure and strategic service business model. Adapt systems and support as required.• Oversee out sourced (El Salvador /near off-shore) Customer Support Center for Call Screening and service call avoidance.• Oversee and manage custom/proprietary Call Tracking Technical and Call Screening Knowledge Base (KB) and its data integrity/solution document enrichment and availability to the ONA Service Company and affiliated business partners. Responsible for the custom application design, enhancements and maintenance. • Responsible for all inter/intra multiple facility telephony, skill based routing, Interactive Voice Recording (IVR) workflow design and announcements.• Develop and maintain support metric measurement systems and reporting that allows timely and accurate reporting of facilities and support personnel performance. Show less • Reporting directly to the Senior VP, Product Support. Responsible for the direct management of the Technical Support Center (TSC) and the Field Dealer Support organization and infrastructure. Ensure high quality tier 2 level technical support and programs are available to the Reseller channel. Managed the daily operations and activities of 6 TSC Specialists and 6 Dealer Field Specialists. Both TSC and field operations function and resources dedicated exclusively to the reseller/dealer channel business.• Scope of technical support at that time concentrated around printer or copier engine and their associated accessories.• Continue with the program and resource development as described in previous position. Show less • Report directly to the Region Service Manager. Provide on-going analysis of key service data and develop action plans to improve product and technician performance at the region level. Plan and direct technical activities with field service management to improve product performance. Also, key contact for major accounts for service review, planning and customer issues.• Direct the activities of four (4) Region Technical Specialists. Supporting Océ Wide Format Printing Systems and narrow format Océ Office Systems supporting medium to high volume copier and printer products.• Plan and develop Regional Technical Training requirements for seven (7) District organizations comprised of 120 technicians and insure all training is adequately completed.• Plan, develop and implement regional support strategy to launch “New Products”.• Direct the activities associated with the implementation of all machine modification programs.• ISO 9000 Regional Quality Management Representative. Insure regional ISO 9000 Quality System compliance. Certified ISO 9000 Quality Systems Auditor.• Facilitate Field Service Manager training and steering.• Work closely with sale’s management relating to key accounts in development of strategies to increase business volume. Show less • Report directly to the Region Service Manager. Responsible to create operating plans to achieve service business objectives of machine performance targets, part inventory and expense control. Provide on-site repair and maintenance support for Océ Engineering Systems Customers wide format printers and copiers. Manage and direct the activities of sixteen (16) Field Service Technicians in a service geography comprised of approximately 2.5 States (Wisconsin, Iowa & Indiana) including the Chicago metropolitan area.• Plan and develop team territory configuration that maintains technician utilization efficiency and response time integrity. Insure Response Time and Customer Satisfaction targets are achieved. Key contact for District major accounts for service review, planning and customer issues.• Plan and administrate technician ISO 9000 Quality Review program. Branch Quality Representative.• Schedule and determine need for all Branch technical training. Show less

  • Director, Product Support - Wide Format Printing Systems

    Jan 2012 - Jan 2013

  • Manager, Technical Support Center - Direct & Dealer

    Jan 2001 - Jan 2012

  • Manager, Technical & Dealer Field Operation Services

    Jan 1997 - Jan 2001

  • Region Service Support Manager

    Jan 1996 - Jan 1997

  • Field Service Manager - Wide Format Printing Systems

    Jan 1995 - Jan 1996
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  Canon solutions america

  Jan 2013 - Feb 2020

  Sr. manager, technical support - large format systems

  - Oversee LFS Product Support and direct the management of the National Technical Support Center facility and the National Technical Specialist team.- Responsible for service product introduction and life cycle management- Responsible to ensure high quality 2nd and 3rd level technical support and programs are available to the Canon Solutions America (CSA) service division for all business channels and technologies. Organized to support complete machine systems software, connectivity and manufacturers applications. Develop, implement and maintain programs and support protocol to efficiently facilitate next level escalation for all business channels (Direct & Dealer) and technologies. Develop, maintain and adapt systems (Telephony and call Tracking CRM) and support as required. - Responsible to develop and implement and effective and accountable Dealer and Self-Maintainer technical and business support program.- National service management liaison and primary contact to CSA Dealer Partner owner/operators. Provide channel service program support (On Site Escalation Support, Warranty, Damage Claim , Product Support, Technical Documentation and training) Show less