Technical Performance Manager
Ensure peak performance of Diebold ATMs, alarm systems, camera systems, and security equipment for clients throughout Oahu and on other remote Pacific islands. Lead Technical Performance team of 12 associates: assign projects; prioritize and delegate tasks; and ensure on-time completion of deliverables. Interface daily with customers, managers, sales team personnel, and other cross-functional team members to collaborate on issues, solve problems, and enable top-quality customer service. Conduct random equipment audits and implement actions to improve product performance. Train user community on product usage.
Key Projects and Achievements:
- Managed Product and Repair training program for 12technical associates to ensure team members are able to support a wide range of technical issues. Performed regular skills assessments to review team skills related to product installations, service and repair, tool usage, and client relations. Provided team update training as needed.
- Created and implemented software program to standardize and automate process of gathering information from field technician service call records.
- Exceeded Q4 2008 performance metrics by greatly reducing ATM service calls.