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Work experience

Mar 2011Jun 2011

Assistant Customer Support Manager


3-Month Contract Position

Reporting up through the Service Manager my responsibilities included field service productivity, logistics, training development and implementation, and total customer satisfaction for the field service department.

Mar 2009Oct 2010

Technical Project Manager

Northrop Grumman Information Systems

Reported to the Chicago Program manager. Responsible for ensuring successful management and delivery of projects and/or programs in the public safety technology product area. Reviews status of projects and budgets; manages schedules and prepares status reports. Assess project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives. Provide line-level supervision to contractors and full-time staff members when required.

  • Ensured AVL (Automatic Vehicle Locator) Project and subcontractors to ensure product deficiencies were identified and resolved within 5-days per contract.
  • Ensured timely delivery of 500 Alarm Terminal workstations and integration into client facility through communication mechanisms initiated and implemented for suppliers and contractors.
  • Troubleshot 425 vehicle AVL Systems and determined problems were the result of manufacturer product quality issues.
  • Developed SOW's for direct suppliers to Northrop Grumman IS.
  • Developed and monitored project schedules (contractors) progress toward fulfilling contract requirements for the City of Chicago.
  • Twenty-five percent reduction in warranty claims through identification of part defect in original GPS system design.

Project Manager (Independent Consultant) Aug 2008 - Jan 2009

Responsible for successful management and delivery of the GPS installation project for the City of Chicago, Chicago Police Department from proof of concept through customer sign-off.

  • Managed eight (8) Installation teams responsible for 2,500 GPS system installations into vehicles for the Chicago Police Department at 25 district locations within 4 months.
  • 2,500 GPS installations completed on time and under budget.
Nov 2006Jan 2008

General Manager - Corporate Service & parts

Mazak Optonics Corporation

Reported to the President.  P&L responsibility for the Field Service and Parts organizations, with a focus on developing and implementing a high-touch customer service approach and quality metrics.  Directed a staff of 4 direct and 48 indirect reports.

  • Achieved efficiencies and reduced customer response time 90% by restructuring the customer service call center.
  • Developed and implemented feedback mechanisms that contributed to the production of quality equipment. Developed process for reporting design and product issues back to corporate factory in Japan.
  • Monitored service metrics (key performance indicators) regarding overall service performance and performance improvement
  • Designed and implemented company's first Environmental Health & Safety Program according to ANSI Z136.1 Standard.
  • Established and implemented a risk management process that provided significant litigation protection for the company.
  • Designed service and parts organizational layouts for new building construction.
  • Initiated and implemented Service Level Agreements and master service agreements for all service subcontractors.
  • Developed and managed $2.0M service and parts segment of P&L.
May 2005Nov 2006

Telematics Field Services Program Manager

GE Asset Intelligence

Reported to the Chief Operations Officer.  Provided strategic leadership and managed the growth of Field Services in a start-up environment. Global responsibility for the install, repair and maintenance of commercial vehicle Telematics solutions. Recruited and led a staff of more than 300 field services technicians.

  • Administered strategic leadership in a start-up environment through targeted mentoring, staff development, and accelerated growth of the field services program.
  • Instituted system training and documentation reporting for field service support team.
  • Completed 7,000 GPS System installations in 14 days at 18 different sites on time and under budget.
  • Completed 48,000 GPS System installations in 7 months at over 44 different sites and 8 states on time and under budget.
  • Developed and managed Service Level Agreements and Master Service Agreements for all service subcontractors.
  • Develop prioritization system for responding to customer requests, including deal support, based on defined customer / business CTQs.
  • Developed and implemented a call escalation process to ensure quick resolution to customer issues.
May 1999Mar 2005

National Field Service Manager

Reporting to the Vice President, Product Support Services.  Provided strategic leadership and guidance to the Field Service Department.  Directed a cross-functional team for ERP system implementation, engineer scheduling and inventory management.  Managed a staff of 48 field service engineers and 8 internal support personnel and a $2.5M budget.

  • Directed the development and implementation of goals, objectives, policies, and procedures for the Field Service Department. Coached and mentored service personnel in areas of technical and professional development.
  • Reduced inventory costs $250,000 annually by streamlining processes and by reducing high-failure inventory carried by field engineers.
  • Reduced annual shipping costs by $1.1 million through shipping consolidation efforts .
  • Directed a cross-functional team for an ERP System Project implementation.
  • Designed and developed quality documentation for A2LA (IEC 17025) Quality System.
  • Increased service department revenue streams by $500,000 annually through value added services.
  • Developed and managed $2.5M field service segment of P&L.
Sep 1996Mar 1999

Senior Field Service Engineer


Senior Field Service Engineer

Installed and trained customers on correct use and maintenance of PC-controlled robotic laser measuring and oil detection systems.

  • Repaired laser-measuring systems in house and on site.
  • Negotiated and sold measuring systems Maintenance Service Agreements, and conducted training seminars and demonstrations for customers or potential system buyers.
May 1987Sep 1996

Senior Systems Technical Specialist


(Formerly Bausch & Lomb - Analytical Products Division)

Senior Systems Technical Specialist 1995 - 1996

Responsible for 13 field service engineers, multiple satellite repair depots with P&L responsibility and on-site service of instrumentation as well as end user training.

  • Installed equipment and trained customers on the use of UV/VIS/NIR Spectrophotometers, Fluorometers, and Color Analysis Systems.
  • Negotiated and sold Maintenance Service Agreements.
  • Sold Instrumentation to new and existing clients and worked with distributor network to support sales and service activity.
  • Provided technical support to other engineers and customers. Assisted in development and training of 3rd party service personnel from South America.
  • Coached and mentored service personnel in areas of technical and professional development.

Regional Service Manager1992 - 1995

Responsibilities include safety, training, and responsibility for multiple sites, and customer satisfaction.

Managed multi-site depot repair facilities.

  • Managed 13 Field Service Engineers in areas of customer satisfaction, field productivity, safety, training, and achievement of budget and financial objectives.
  • Achieved and maintained a 97% Customer Satisfaction rating for the period 7/1993 through 9/1995.
  • Supported and developed distributors with regards to product support.
  • Reduced annual inventory expenses by $600,000.
  • Developed and implemented a training course for new employees.

Systems Technical Specialist 1991 - 1992

Senior Field Service Engineer 1989 - 1991

Field Service Engineer 1988 - 1989

Associate Field Service Engineer 1987 - 1988


Mar 2004Apr 2004

University of Wisconsin - Madison

This curriculum was established by the University of Wisconsin - Madison as a Certified Field Service Manager Program.

Feb 1996May 1998

B.S. Business Management

G.P.A 3.7 / 4.0

Mar 1985May 1987

A.A.S. Electronics Engineering Technology

Dean's List 2 years

G.P.A. 3.7 / 4.0


Inventory Control
 Reduced inventory costs $250,000 annually by streamlining processes and by reducing high-failure inventory carried by field engineers. Reduction of annual freight costs $1.1 million through consolidation efforts.
Risk Management
 Established and implemented a risk management process that provided significant litigation protection for the company
Microsoft Visio
Windows (2000, XP, NT)
Lotus Notes
Microsoft Office Suite


Keith Berger

Forrest Wagner

Christopher Vessell


  • S.C.U.B.A.
  • Mountain Biking
  • Golf
  • Soccer

Project Examples

Independent Consultant


I am an innovative and experienced global Field Service Manager and Project Management professional I have extensive expertise in strategic planning, budget administration and vendor management. I possess an in-depth knowledge of complete service operations, customer service, sales support, marketing, training, and technical support programs. Skilled in leading change and business process improvement initiatives across multiple sectors and I have the ability to effectively communicate at all organizational levels and across diverse corporate cultures.


Project Management; Telematics; RFID; Project Planning and Execution; SLA's; Training and Development; OSHA Safety; Warranty and Claims Management; Service Parts Inventory Management; Field Service Dispatching; Returns/Reverse Logistics Management; Enterprise Asset Management; Analytical Instruments, Metrology; Installation Management; P&L, Contract Development and Negotiations; Customer Satisfaction; Call Center Management; Technical Support; Vendor Management



1988 Field Service Engineer of the Year

1990 Outstanding Performance Award

1991 Field Service Engineer of the Year

2006 Outstanding Achievement Award


Mar 2004Present

ISO 17025 (A2LA) Training

A2LA - The American Association for Laboratory Accreditation
Apr 1989Present

ISO 9001 Registration Training

Registrar ISO 9001
Aug 2004Present

Field Service Management Training

Univeristy of Wisconsin- Madison