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Work experience

May 2008Nov 2008

Field Service Manager

MANAGER – FIELD SERVICEDirect Reports: 18 – Field Service Technicians, Field ServiceRepresentatives, Administrative Personnel; Budget: $3.5 million

Recruited to global provider of customized water treatment solutionsfor eastern Michigan in the treatment and reuse of wastewater, processwater treatment for industrial, high-purity water for sensitive medicalor scientific applications, and purification systems to supply cleandrinking water.  Key initiatives involve the supervision and managementof field service personnel specializing in the operations and service oflarge water purification systems, P&L responsibility along with departmentspending and efficiency goals, write reviews, conduct safety meetings,hold customer reviews, work with sales to develop new projects, ensurequality programs are being followed, support service personnel, developcost savings ideas, and implement and maintain best management practicesfor operating water systems.

Feb 2008May 2008

Manager of Customer Service

ThermoFisher Scientific

MANAGER – CUSTOMER SERVICE, ANATOMICAL PATHOLOGYDirect Reports: 37– Field Service Engineers, Technical SupportSpecialists, Administrative Personnel; Budget: $6 million

Joined Anatomical Pathology and Histology Instrumentation group to support sales for the Thermo Fisher Scientific services organization.Key initiatives are developing and maintaining the field serviceoperations throughout North America, deploy strategies that focus oncustomer support issues, increase service revenues, and provide thenecessary strategic and tactical ability to grow and maintain a highlevel of customer satisfaction. Key activities involve managing $6million budget, delegating work, planning and prioritizing workflow,facilitating employee training, developing new business, managingcustomer relationships, and directing operational initiatives.

*Strengthened support in the field 33% by adding additional staff nationwide to accommodate a growing service division.

*Improved reporting / billing processes by implementing hand held devicesfor field service engineers.

Aug 2000Jan 2007

Field Operations Manager

ABB Inc.

MANAGER – FIELD OPERATIONS, AUTOMATION DIVISION; MATERIAL HANDLING& ARC WELDING GROUPSDirect Reports: 47 – Field Service Engineers, Technical Support Specialists, Administrative Personnel; Budget: $8 million

Recruited to global robot manufacturer and system integrator to lead organization tasked with responding to approximately 15 service calls per day. Key activities involved managing $8 million budget, delegating work, planning and prioritizing workflow, facilitating employee training, developing new business, managing customer relationships, and directing operational initiatives. Marquee customers include Kraft Foods, New Balance, Chrysler, Ford, General Motors, Delphi, Tower Automotive, and Visteon.

* Fueled service package sales 15% by instituting field service engineer sales incentive program.

* Cut automotive sector downtime 54% and general industry downtime 38% while slashing operational costs by developing customized service packages addressing specific customer needs.

* Strengthened employee satisfaction, reduced administrative costs, lowered turnover, and eliminated repetitive training by developing new hire training orientation manual for field service personnel, rotating schedules to accommodate family and/or leisure time, and implementing incentive programs.

Mar 1999Aug 2000

Manager of Customer Service

Single Source Technologies

MANAGER – CUSTOMER SERVICEDirect Reports: 21 – Field Service Engineers, Administrative Assistant; Budget: $1.5 million

Joined CNC and machine tool distributor specializing in providing service, installation, training, and consumable goods to manufacturers throughout Michigan. Tasked with managing budgets and forecasts, training staff on seven different manufacturers’ equipment, generating new business, and more.

* Grew business to $3.1 million from $1.5 million by fostering customer-centric work environment and implementing improved operational processes.

* Slashed costs 31% by eliminating company leases and instituting vehicle reimbursement program.

* Decreased equipment downtime and customers’ costs by developing customized preventative maintenance packages.

Nov 1992Mar 1999

Division Manager

DIVISION MANAGER (1995 – 1999)Direct Reports: 51 – Field Service Engineers, Parts Specialists, Training Coordinators, Technical Support Specialists, Rebuild Engineers, and Administrative Assistants; Budget: $14.5 million

Promoted internally to lead and mentor entire customer service department, oversee P&L functions, manage budgets and forecasts, train and develop staff, and generate new business development efforts.

* Generated a 25% increase in parts revenues and cut parts warranty costs 28% by developing board and motor repair group focused on selling rebuilt parts.

* Accelerated robot rebuild revenues 300% and lowered customers’ downtime by implementing seeded robot process.

* Recognized for meeting budgets and forecasts four consecutive years by negotiating warranty costs with parent company located in Germany.

* Improved employee performance and customer satisfaction by designing designated, state-of-the-art training center focused on providing high quality training to employees as well as student customers.

* Recipient of two promotions in three years (Field Service Engineer to Training Instructor to Division Manager).


Sep 1990May 1992

Bachelors Applied Science


JD Edwards
Lotus Notes
Microsoft: Word, Excel, Powerpoint, Outlook
Planning & Prioritization
Strategic Planning
Relationship Building
Account Management
Project Management
Staff Supervision
Customer Service
Employee Development
New Business Development
P&L Management


Hunting, Golfing, Ice Fishing, Men's Ministries


I am currently in search for new leadership opportunities within a growing company, where strengthening customer satisfaction ratings, solidifying internal and external relationships, and structuring departmental workflow are just some of the credentials that I would apply to a leading role. Having had the opportunity to work for some of the region s top companies (Siemens, ABB, KUKA), I find myself looking for a new position within a fast-paced work environment where I can be instrumental in reducing costs, developing procedures, creating customer-centric processes, and facilitating employee training. Over the past 15 years I have played a pivotal role in conducting negotiations, managing multimillion-dollar budgets, steering customer service organizations comprised of up to 51 individuals, managing projects, enhancing productivity, ensuring OSHA requirements are met, and more. These are just a few examples of what I can do for your company. If you seek a professional who offers a career history filled with accomplishments and can provide a growing company with numerous technical resources to recruit from, then I am the candidate you seek. I welcome the opportunity to meet with you or a representative of your company to further discuss my successes and how I will quickly become a vital contributor within your organization.