technical support field service manager resume example with 20+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
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Summary
Data driven Technical Support/Service Mgr. with exceptional composure and poise. Successful leader with more than 20 years in business. Dedicated to best-in-class technical support/customer service and known for effective problem-solving abilities.
Skills
Technical Troubleshooting
Electrical Schematic Interpretation
Analytical and Methodical
Teamwork and Collaboration
Data Driven
Customer Service Support
Project Management
80/20 Practitioner
Zendesk Helpdesk Software (CRM)
Microsoft Dynamics 365 Software (ERP)
Microsoft Office Suite
Lucid Flow Chart Software
Pandadoc Sales Processing Software
Ceridian Dayforce Payroll Software
Workday Human Capital Mgmt. Software
SAP Concur Expense Mgmt. & Travel Software
Experience
Technical Support & Field Service Manager, 08/2016 to Current Ari Network Services – Duluth, MN,
Manage team of 8 support professionals meeting automated equipment support needs. Service provided through phone/online support, on-site installations, & field service.
Schedule on-site installations ($65M annal sales) and on-site field service ($450K annual sales).
Create and manage equipment support lifecycle strategy.
Collaborate with supply chain manager using MRD tools and equipment support categories (current, supported, end of life) to set stocking levels for service parts ($4M annual sales).
Monthly/Quarterly department reports to leadership. KPI, Quality, & Safety focused.
Analyze P&L statement and make necessary business changes to meet goals.
Manage technical service levels by utilizing industry standard KPI's. Average Speed of Answer (ASA), Customer Satisfaction (CS), and First Contact Resolution (FCR).
Reduced ASA from >2hrs. to < 25min.
Increased FCR from 0% to 50%.
Designed and administer support CRM (Zendesk). Three unique work flows created (new equipment sales, technical support, and field service).
Simplified service/parts quoting process, pre-installation letter process, and field service work orders by utilizing PandaDoc eDocument system, which had interoperability with CRM/Zendesk.
Lead cross functional team to simplify the internal and external Return Material Authorization (RMA) workflow process. Avoided cost reduction by 42% and avoided labor hours reduction by 46%.
Address internal and customer-related issues each day and affect strategic resolutions.
Interact with prospects and customers at various events, including trade shows, workshops, and on-site visits.
Technical Support Manager, 03/2004 to 08/2016 Fedex – Fontana, CA,
Led team of 4 highly skilled technical support representatives.
Collaborated in a cross-functional team to identify new CRM (Zendesk) used for technical support, customer service, and field service.
Simplified the technical support call time by designing a knowledge database. Call time was reduced by 25% to 50% after implementation.
Managed internal and external Return Material Authorization (RMA) workflow. Starting with customer engagement and ending with vendor disposition of products.
Reported monthly quality concerns and trends by product line and categories. Worked with different teams (engineering, production, quality, & purchasing) to implement corrective actions.
Collaborated in a cross-functional team to move service part stocking to a 3rd party warehouse, utilizing a different ERP system (ROI).
Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Improved technical support KPI's by shifting service part order entry process from the technical support team to the customer service team. Created and documented process workflow to move part order demand through the CRM from technical support to customer service.
Provided direct technical support (phone/on-line) for automated equipment. Supported 6 different motion control platforms (Kollmorgan, Parker, Modicon, Elmo, Siemens, & Servotronix)
Technical Support Agent, 09/1995 to 03/2004 Alpine An ITW Company – City, STATE,
Assisted customers with various types of technical issues via email, live chat and telephone.
Meticulously reported details regarding resolution of issues into database for use by other staff members.
Updated software versions with patches and new installations to resolve documented defects.
Provided direct technical support (phone/on-line) for automated equipment. Supported 6 different motion control platforms (Kollmorgan, Parker, Modicon, Elmo, Siemens, & Servotronix).
Advised customers and users on required maintenance practices for diverse equipment systems to support OEM warranty requirements and industry best practices.
Designed and managed first CRM (Lotus Notes - custom database). Created, documented and implemented workflow process. Became CRM ambassador and champion.
Created and managed Return Material Authorization (RMA) workflow.
Education and Training
: , Expected in to Linn-Benton Community College - Albany, OR GPA:
: , Expected in to Tarrant County College - Fort Worth, TX, GPA:
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