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Richmond, VA / PHONE NUMBER AVAILABLEEMAIL AVAILABLE / careerwebfolio.com/Candidate's Name /Operations & Service Delivery LeaderHigh-Performing Team Development / Vision & Mission Execution / Cross-Functional LeadershipHire this personDecisive, accurate, and accountable Operations and Service Delivery Leader with more than sixteen years of technology industry experience. Proficient in field sales, territory management, product lifecycle, customer relations, regulatory compliance, P&L oversight, and ISO standards.Deliver results under pressure and consistently meet high-profile customer needs Proven ability to quickly adapt in fast-paced, diverse environments. Passionate believer in leadership through individual and team empowerment with exceptional interpersonal, problem-solving, supervisory, and analytical decision-making skills.Core CompetenciesGovernment Contract Management Talent Development & MentorshipProject Management Product and Process ImprovementProduct Management Product Technical SupportBusiness Process Reengineering Technical Documentation and ISOP&L Management Team Building / LeadershipOperations Management Manpower PlanningTechnical Training Call center ManagementSkills and AttributesSoft Skills: Accountability, Adaptability, Agility, Analytical decision making, Collaboration, Communication(Verbal/Written/Social), Conflict Resolution, Critical Thinking, Dedication, Delegation, Diligence,Emotional Intelligence, Fiscal Responsibility, Flexibility, Goal setting, Handling Pressure, Influencing,Innovation, Integrity, Leadership, Mission oriented, Motivation, Prioritization, Problem Solving,Relationship Building, Reliability, Resource Management, Strategic Decision Making, IndependantWork Ethic, Teamwork, Time Management,Hard Skills: CRM Administration on SAP I Salesforce I Maximo I Oracle, Microsoft office + 365 products, Adobe, Power point, Visio, CAD, ADP, Clock Shark, Tallie, quick books, Pipe drive, Astea, service max, Katana.Regulation Familiarity: FDA Title 21 CFR, NRC Title 10 CFR, OSHA, ISO, ANSI, HIPAA, PII, State Health department RegulationProcess Familiarity: TPS, Six Sigma, Lean, TQM, Continuous Improvement (CI), PLP, PLC, PMO, EHS, Safety Design, Dis create and Process manufacturing, MTO, MTS, MTA,Technical familiarity: Hand tools, Power tools, fork lifts, Rigging, X-Ray systems and associated Test equipment, Chemical/Biological/Explosive trace equipment. Calibration procedures, Schematics and Technical diagrams.Americas Service Manager / Linev Systems 10/2022 - 6/2023Oversee Service Operations in the Americas.Supervise all service operations/repair department employees & departments.Oversee the Customer Service Operations team, consisting of Field Service, Technical support, Training department, Call center Administration.Manage and oversee product repair/intervention flow and inventory, including tools and equipment.Establish and manage departmental Profit and Loss statement.Manage and direct KPI's including delivery lead times, activity reporting, and local technical support and information technology support.Examine service operations/repair processes, end-client data management, and direct improvements to after-sales and client experience.Review and develop the companys logistics capabilities for distribution.Direct the implementation of Customer Relations Management procedures.Oversee recruitment and training of departmental employees.Create and direct field operation procedures to ensure latest quality and saftey practices.Manage operational costs and implement new processes to enhance efficiencies and reduce administrative burden.AccomplishmentsCreated policies and procedures to fit the organization. Emphasized safe work environment policies that reduced team member injury by 50%.Partnered with Finance team to Setup financial reporting for each area of the service business. Changed the service organization from a cost center to P&L reporting by creating thoughtful ledger elements.Selected, structured and implemented CRM for the business. Researched and selected CRM to fit the needs of the business. Performed implementation of the CRM and customized reporting for business use.Created SMART goals for team members that align with business KPIs. Aligned service team members with specific measurable goals and objectives that aligned with the company vision and need.Reduced expenditure against service contracts by 30%. Implemented strategic controls on expenditures and monitored costs to reduce over-expenditure against service contract revenue.Created 3 & 5 year organizational change management plans for growth. Created an organizational growth chart to institute hiring at specific levels to ensure maximum performance against equipment on contract.Selected and implemented CRM system Salesforce. Selected salesforce Field Service for its scalability and its ability to replace additional systems such as time keeping, expense reporting. Performed initial implementation efforts with little support.District Manager /L3 Harris / Leidos Security Detection and Automation - Richmond, VA 9/2019 9/2021Responsible for prompt resolution of service calls and related follow-up paperworkResponsible for meeting customer Service Level agreements (SLA) and ensuring that service calls are dispatched and completed in the timely basisCommunicates with other departments and management to report results, findings and identify improvements in service delivery and processesTracks and measures workload, and manages work schedules and on-call shifts to ensure proper coverageDevelops requirements, generates and reviews reports and other tools to help identify and measure recurring issues, department productivity, response times and workloadsCollaborate with product mangers to improve product reliability.Responsible for complying with safety requirements as outlined in client's contract, internal safety policy, state, and federal regulationsAccomplishes department objectives by managing staff; planning and evaluating department activitiesMaintains staff by recruiting, selecting, orienting, and training employeesPerform management functions such as performance reviews, performance improvement action plans (as required), etc.Develops personal growth opportunitiesAccomplishments85% reduction in contract disincentives and penalties earned within one year through clear expectations and staff accountability.Reversed 50% staff turnover rate to 95% retention by transforming company culture.Maintained budget constraints within 3% of budgeted cost projections by monitoring expenditures and reducing unnecessary waste from duplicate actions.District Manager / Smiths Detection - Edgewood, MD 01/2014 - 9/2019Provide the world class customer service .Accountable for effectively managing a P&L, customer SLA's, performance KPI's, and employee performance.Lead and manage all local operations on the ground with a servant-leadership, hands-on mindsetEnsure that programs and processes are developed, assessed, communicated, and administered in compliance with all local and federal regulations.Manage and be accountable for high value inventory reconciliationCollaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teamsPartner with cross functional teams regularly on implementing and continuously improving field service and production operationsPrioritize, plan, and coordinate logistics and meetings with internal teams and external partiesselect and manage strong customer-centric team of Field Service TechniciansLead and take ownership of management responsibility relating to hiring, performance management, and overall employee development planningBuild a culture that is inclusive through empowerment and trust.establishment and promote safe service practices and processes to ensure employee production.Develop and maintain a process to track and report on KPI's at the Service Centers Evaluated budget plans and current costs to project trends and recommend updates.AccomplishmentsAchieved 99.98% performance against established KPIs the highest across the entire company.Consistently maintained P&L to 7% over projected profitability.Spearheaded numerous growth initiatives and operational standards improvements through continuous improvement analysis.Identified and developed top talent to promote performance-oriented culture.Product Support Manager / Smiths Detection - Edgewater, MD 03/2017 - 07/2018Communicate SME activities to show progression of issuesCreate and implement Subject Matter Expert (SME) On The Job training program to promote technical growthCollaborate with product managers on Product Life Cycle Program for all active products Managed Engineering Change Proposal program.Collaborate with a global engineering team to reduce failure rates on 3 product lines by 20% Reduced Cost Center budget by more than 30%.Direct planning and implementation to Increase Radiation site testing services revenue.Collaborated with Engineering to reduce end of life review to support new part identification prior to parts backorder.Make recommendations to customers and sales professionals to promote brand effectiveness and product benefits.Modernize products based on consumer feedback and market analysis to increase sales and expand product offering.AccomplishmentsReduce product warranty repairs by 25% annually from $1.2M to $300,000.00Reduce production quality reworks by 75%Increased field service first visit first time fix by 46.3%Increased Product reliability by 33%$300,000 boost in radiation services revenue accomplished within one year.Interim Director of Service / Smiths Detection - Edgewood, MD 1/2015 - 4/2016Directed service element to include Call Center, Technical Support, Field Service Element to ensure smooth operations during highly volatile transitions.Backfill for the Director to ensure deployment of 300 systems and oversaw engineering change proposal program.Worked collaboratively with engineering in reducing end of life review to support new part identification prior to parts backorder.Offering recommendations to customers, promoting brand effectiveness and product benefits. Developed a monthly newsletter to communicate the status of active issues.Managed subcontractor performance and ensured compliance to specific contractual SLA's.Kept project teams on-task with proactive control of budgets, schedules and scopes.Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.Produced status reports for customers and board of Directors.Updated project plans based on changing objectives, specifications and staff availability.Maintained close connection with project personnel to quickly identify and resolve problems. Oversaw vendor projects, including requirements analysis, milestone management and stakeholder relations. Delivered consistent and quality mentoring, training and onboarding for teams of contractors and staff members.Managed and participated in the evaluation and updating of Technical documentation for 31 product lines.Regional Field Service Manager / Smiths Detection - Edgewood, MD 10/2011 - 01/2014Coordinate and enable the delivery, installation, configuration, and certification of imaging equipment at customer location.Key contact for all service related activities/issues with installed equipment.Create/refine SOPs to improve processes, reduce costs, and eliminate inefficienciesStand up a Service Program for existing and future endevorsOwns the documentation, registration, and certification of deployed equipmentDevelop and lead a team of Installation and Service Technicians.setup and maintain Depot service center for specific products.Accomplishments98% data collection accuracy earned by developing and updating communications and policy memorandums.10% reduction in the cost of services realized by spearheading process improvements.Strengthened operational efficiencies and traceability through development of filing systems for confidential client records and reports to meet ISO 9001 standards.Senior Systems Account Specialist (FSE III) Smiths Detection 09/2007 - 10/2011(Secret security clearance required)Maintained over 300 x-ray systems ranging from 100 KV to 6MeV, chemical, and biological trace equipment for specific sites to include full cycle Testing, troubleshooting, repair and reporting KPIs such as MTBF, MTTR, system down time, and operational readiness.utilized hand held test equipment such as radiation meters Radeye G20-10 GL-10, Fluke 481P and Ludlum Model 3/14C/2221 for FDA and NRC regulated Preventative Maintenance Cycle to include Radiation Site survey and operator standoff area.Evaluated radioactive leak testing utilizing scintillation counter to detect ionizing radioactive sources to include Nickel 63, Strontium-90, yttrium-90, Tritium, Phosphorus, Caesium-137, barium-137, Cobalt-60, iridium-192 radioactive source.Managed site specific Radiation Protection program using booth film and digital exposure badges. also managed the calibration cycle for all handheld test equipment.Provide technical support to onsite operators and lower level technicians.Accomplishments99.9% operational availability accomplished through institution of quality assurance measures.10% reduction in customer expenditures on consumables earned by modifying preventative maintenance measures and introducing engineering changes.Aviation Mechanic and avionics installer / Capital Aviation 6/2005 - 9/2007Perform Avionics and mechanical inspection on small to medium sized aircraft in accordance with FAA and FCC regulations utilizing Pitot static test probe, Aircraft Data Testing Indicator (ADTI), Cylinder Compression tester, Hydraulic Pressure tester, Time Domain Reflectometer (TDR), and Signal Generators.Troubleshoot, Test and Repair Communication, Navigation, and flight control issues on various aircraft models.Comm Nav Weapons technician / USMC 12/1998 - 5/2005Troubleshoot and repair Communication systems utilizing RF tester, DMM, and Optical reflectometer.Troubleshoot and repair Navigation systems utilizing PITOT static tester, and DMM.Troubleshoot and repair Weapons systems using DMM, Megohmmeter, and various equipment specific test sets.Responsible for 100% tool control.Participated in squadron actionsManaged and entered data into Nalcomis work reporting system.Corrosion Control shop supervisor 9/1999-9/2000Completed aircraft corrosion preventative maintenance inspectionsManaged Hazardous Materials program for the squadronAccomplishmentsUnit QA certification on comm, nav, weapons, powerplant, ejector seat, Air Frame, Flight controls and surfaces.Avionics Shop Non Commissioned Officer In Charge (NCOIC) for advanced deployment in active combat zones.supported operations in the following theaters 2002-2005IraqAfghanistanSyriaEgyptEducation, Training, and CertificationWalden University - Minnesota - 6/2019 - 11/2021: Bachelors Business Administration cumlaudFAA A&P certification 2005FCC License 1999ACTIVITIES AND HONORSMember, National Society of Leadership and SuccessMember, Alumni Alpha Sigma LambdaUSMC Veteran |
