Description :

1. Primary responsibility is playing a critical interface between the business and the sustain teams.
2. To lead & manage l2 & l3 support, problem management, change management & service management teams & responsible for sla compliance.
3. Working closely with onshore and offshore teams (USA, IDC, and KL) to deliver sustainable services.
4. Understanding the big picture and aligning my day to day actions to meet immediate needs at the same time helped Pepsi meet long term goals.
5. Involved in preparing service model and operation handbook documents for Pepsi sustain projects globally.
6. Address day-to-day CAS service delivery functions - prioritizing work activities and assignments of tasks.
7. Maintaining the sm9 tool up to date with the latest information/status for tickets under the scope of services, including emergency and bug-fix.
8. Identification and implementation of corrective and preventive actions identified in the RCAS from a CAS perspective.
9. Successfully managed to deliver 5 periodic releases on time with high work quality and also coordinated with project teams to sync code base in all environments (development and sustain environments).
10. Risks and issues are clearly addressed and communicated to relevant stakeholders.

Experience

5-7 Years

Level

Executive

Education

MCA

Description :

1. Interpreting and defining customer order requirements to coordinate travel, materials, and equipment of small to large-scale projects relating to gas engines.
2. Define, evaluate and prepare installation activities on behalf of the company/customer and determines manpower requirements.
3. Monitoring the new installation and upgrade process at the customer site, home site and coordinating efforts to ensure equipment and machinery are in adequate working order.
4. Reviewing customer service-call amendments and/or additions and to revise assembly, parts, and the invoice of materials.
5. Handling customer requests for assistance or complaints and initiate response and/or takes corrective action as required.
6. Test, repair and overhaul all types of mechanical and electronic ignition systems and upgrades.
7. Products such as ignition, governors, air/fuel ratio controllers, save air systems (electronic in head starting air system), ECMD (rice NESHAP) exhaust monitoring system, lubrication systems, GTI (diesel converted to natural gas), detonation censoring.
8. Troubleshooting and providing advanced equipment maintenance resolution to improve production challenges, improve processes, resulting in reduced maintenance costs.
9. Providing extensive customer calls support/service; on-site and remotely assisting customers to restore online engine services.
10. Traveling regularly to customer plants to diagnose/evaluate issues and provide resolution to eliminate machine or system malfunctions and ensure products and systems conform to engineering design and customer specifications.

Experience

10+ Years

Level

Senior

Education

Associate

Description :

1. Managing team of non-exempt customer service employees directly and indirectly.
2. Managing departmental work performance to meet corporate expectations and the budgeted goals and plans of Carmax auto finance.
3. Managing individual performance, coaching, developmental and disciplinary activities of supervisory level and non-supervisory associates.
4. Responsible for managing a nonexempt team of store support associates (retail service and centralized e-office) responsible for engaging with field and home office sales and service associates to maximize sales and the customer experience reviews 100% of departmental disciplinary actions and assists with the delivery of all disciplinary actions to direct reports.
5. Preparing various reports on departmental performance on a daily, weekly and monthly basis.
6. Participating in goal setting and performance projection meetings for the customer service department.
7. Managing calibration sessions to ensure all associates work performance is measured consistently across all supervisory groups in the department.
8. Reporting departmental performance to all managers, including senior management, on a weekly basis in management meetings.
9. Completing annual associate performance reviews and develop/review associate individual development plans.
10. Developing and conducting effective team meetings complete month end reviews for supervisors.

Experience

10+ Years

Level

Senior

Education

BBA

Description :

1. Interfacing with customers daily to optimize their results through prompt, accurate and friendly customer service.
2. Managing and coordinating all projects from inception through implementation.
3. While ensuring that all involved maintain a safety first focus on all projects.
4. Serving as the liaison between vendors, clients, and technicians ensuring that a high level of communication exists between all parties.
5. Oversee the branch monthly safety meetings and ensures all technicians have all necessary safety equipment.
6. Managing to invoice and account receivable records of all job orders for nearly $4 million branches.
7. Supervising a staff of 10 technicians in support 70+ customer accounts monitors the development of the working staff with identifying the training needs to include all dot required certification and log keeping requirements.
8. Ensuring each technician is providing the highest level of support to staff productivity and create a synergistic and safe work environment.
9. Developing a schedule to establish priorities for all inspection and repair work of customer's equipment to ensure all are completed within required time requirements and intervals.
10. Maintaining a strong work ethic with a total commitment to branch success through execution and development of annual/quarterly service targets and objectives.

Experience

10+ Years

Level

Senior

Education

AS

Description :

1. Managing reports to help complete daily tasks to satisfy customers and ensure monthly forecasted goals are met.
2. Managing open repair orders, technician flag hours, customer appointments and parts on order for service.
3. Building a rapport with customers to ensure all their needs are met during their service.
4. Inspecting customer vehicle when they arrive and translate the customer concerns to a repair order to be dispatched to the shop foreman.
5. Working daily with the manufacturers to ensure any vehicle recalls and warranty items are submitted and corrected before returning to the customer.
6. Approving estimates once the technician's diagnostics are received and contact the customer for approval.
7. Calling customers daily to update them on their vehicle status and schedule around their needs for pick up.
8. Reviewing employee behavior and work habits and offer incentives through reward programs, while also implementing the "two-minute challenge" to resolve any disciplinary issues.
9. Working closely with the sales department to provide them with the necessary manpower to maintain their inventory.
10. Building a rapport with the vendors to ensure all parts are available and delivered on time to complete all necessary work.

Experience

5-7 Years

Level

Executive

Education

Certification

Description :

1. Established our presence in the local market by building our service customer base to allow for the expansion of the service crew.
2. Responsible for all service sales until our growth allowed us to bring on an additional service salesman.
3. Train the new salesman and review his proposals until he became knowledgeable in the service market.
4. Responsible for the daily activities of the service crew from dispatching to job completion.
5. Received the calls from existing customers and would provide follow up calls after jobs were complete to ensure customer satisfaction.
6. Conducted monthly service meetings giving direction to the service crew and to inform them of the company and customer's expectations.
7. Conducted safety meetings to ensure the wellbeing of the employees.
8. Assisted the branch manager with construction projects and support of office personnel.
9. I also worked with the local mechanical contractor to secure HVAC projects.

Experience

7-10 Years

Level

Executive

Education

GS

Description :

1. Accomplish department objectives by managing staff, communicating job expectations, planning, and evaluating department activities.
2. Create strategic goals by gathering pertinent business, financial, service, and operations information.
3. Maintain a team staff with a minimal turnover by recruiting, selecting, orienting, and training employees properly.
4. Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks with other automotive vendors.
5. Arrange training seminars and offer company provided online training courses to the staff for personal growth opportunities.
6. Develop, coordinate, and enforce policies, procedures, and productivity standards.
7. Manage the service department's accounting including profit margins, accounts receivable, part inventory, vehicle inventory, and service department employee payroll.
8. Analyze sales, expenses, and inventory monthly to meet specific profit goals.
9. Keep up to date on manufacturer warranty and policy procedures while serving as a liaison with factory representatives.
10. Provided leadership, coaching and process improvements are necessary to achieve critical performance targets by improving productivity and process flows.

Experience

0-2 Years

Level

Entry Level

Education

AS

Description :

1. Providing daily courteous service during a variety of special service customer transactions.
2. Resolving customer related issues promptly using knowledge of bank services and products.
3. Oversee daily staffing and minimize customer wait times to enhance service levels.
4. Ensuring staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options.
5. Identifying risks associated with regulatory compliance, overdraft authority, and bank secrecy act.
6. Providing leadership to staff members regarding daily operations, as well as risk management and compliance.
7. Completing all branch audits inappropriate time frames; monthly, quarterly, biannually, and annually.
8. Providing training on administrative policies and procedures for all department personnel.
9. Keeping up to date on manufacturer warranty and policy procedures while serving as a liaison with factory representatives.
10. Demonstrating exceptional product knowledge, with a special focus on the quality of atmosphere and customer services.

Experience

10+ Years

Level

Senior

Education

BA

Description :

1. Contacting customers to enhance customer relations and improve customer perception of the company by keeping them up to date on service progress.
2. Company goals to include effective job scheduling, billing efficiency, quoting and turnaround time.
3. Ensuring that necessary tools and equipment are available and maintained in safe operating condition.
4. Responsible for service vehicles as they pertain to image, safety, and maintenance.
5. Responsible for maintaining records and following OSHA, hazmat, dot, MSDS and other required regulations pertaining to the service department.
6. Responsible to see that new customers are ok'd for credit prior to doing service.
7. Responsible for the targeting and penetration of new accounts while maintaining a current customer base.
8. Hiring and supervising all service department personnel as well as monitoring their performance in servicing customer.
9. Creating goals and objectives for the department which includes a marketing plan to promote new and repeat business.
10. Providing training on administrative policies and procedures for all department personnel.

Experience

10+ Years

Level

Management

Education

Accounting

Description :

1. Managing day to day operations of a high volume mini service department.
2. Responsible for creating yearly profit and expense forecast and then managing the forecast on a monthly basis to meet or exceed the monthly goals.
3. Goals are accomplished by managing daily appointments, working with all team members to achieve daily commitments and successfully handling customer concerns and feedback.
4. Meeting daily with the entire management team to discuss daily commitments and discuss any current or ongoing issues.
5. Working directly with the manufacturer to promote the brand and handle any client concerns.
6. Reading and understand the monthly financial statement and use the statement as a tool to look for areas to reduce spending and increase gross/net profits.
7. Working with the marketing team to create advertising strategies that drive new and repeat business to the service department.
8. Ensuring all company standards are met by employees, and monthly goals are met.
9. Constantly on the phone with customers fielding quotes, service-related questions, and building estimates.
10. Maintaining quality control/satisfaction records, constantly seeking new ways to improve customer service.

Experience

7-10 Years

Level

Executive

Education

Associate

Description :

1. Built, grew, promoted and navigated successful science kit rental/refurbishment business with large school districts.
2. Managed service for repeat use and replenishment thousands  classroom science kits.
3. Achieved explosive growth of 110 % for this niche business  year 1 and 21%  year 2 by driving hard  meet and exceed  profitability targets  our Annual Operating Plans.
4. Collaborated with customers frequently determine their requirements.
5. Coordinated service schedules resulting  9 % increase customer satisfaction levels for 2 consecutive years.
6. Integrated  internal efforts  Operations, Planning, Marketing and Sales to build  infrastructure needed to meet sales objectives, control costs, expand margins and increase customer satisfaction.
7. Developed , conducted training for all regional sales managers on  use of  Delta Science Resource Service (DSRS) system and  promotion of our science kit refurbishment program.

Experience

2-5 Years

Level

Junior

Education

Master Of Business Administration

Description :

1. Responsible for implementing and ensuring compliance to ISO 15504 - ASPICE, IEC 62304.
2. Conceptualized and presented  review  DSRS at 9 National Science Teacher Assoc.
3. Determined the requirements, coordinated the design and managed the implementation of the DSRS software application for sales quotes, operations, and planning functions from order to delivery.
4. Serviced group, over  last fiscal year  tripled revenue to  company through excellent customer service, which generated significant return business.
5. Created the SOW (Statement of Work), which also included pricing for contract.
6. Directly responsible for ensuring customer satisfaction, I retained 100% of customers during tenure.
7. Resolved invoice corrections and billing errors.

Experience

2-5 Years

Level

Junior

Education

MS

Description :

1. Managed  prep crews  dig ditches, set-up equipment, televise and clean  pipe.
   
2. Managed  team of six service technicians in LA and NYC offices.
3. Maintained service log , coordinated technical service nationwide.
4. Performed site surveys, designed technical solutions, and researched related technical specifications to meet customer business objectives.
5. Trained and assisted technical support staff in product specifications and troubleshooting methods.
6. Processed work orders and all aspects of Accounts Receivable/Payable with regard to homeowner and vendor payments, statements, invoices, and tax forms in Quick Books.
7. Directly responsible for ensuring customer satisfaction, retained 100% of  customers during tenure.

Experience

2-5 Years

Level

Junior

Education

Economics

Description :

1. Documented, researched and resolved customer service issues.
2. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
3. Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
4. Improved call center functionality and service capacity resolving customer complaints efficiently and quickly.
5. Defused volatile customer situations calmly and courteously.
6. Addressed and resolved customer product complaints empathetic ally and professionally.
7. Gathered and verified all required customer information for tracking purposes.

Experience

10+ Years

Level

Senior

Education

High School Diploma

Description :

1. Oversaw service department functions in five locations, including supervision of 40 employees throughout the Tri-State Area.
2. Developed and closely monitored yearly budget and set service department goals.
3. Dealt extensively with major company accounts to ensure customer's needs were met.
4. Worked in unison with manufacturers to increase computer based communication and system interoperability.
5. Established and maintained computer training program.
6. Increased service revenues by 10 to 12% over prior year's earnings.
7. Directed activities of workers engaged in testing new equipment and recommended purchase or rejection of equipment.

Experience

2-5 Years

Level

Junior

Education

MS

Description :

1. Provided outstanding customer service, coached and developed sales associates' behavior based on observation.
2. Priced integrity audits, set sales, markdowns, and clearance.
3. Checked stockrooms for holds and damages daily, shortage prevention.
4. Checked and packaged all RTV by the date required.
5. Met with all associates in departments to advise of any sales, special events, promotions,s and any changes in the business.
6. Provided ongoing coverage, follow up with contacts via telephone, fax.
7. Maintained accurate and precise account of employees' work hours to distribute proper payroll.

Experience

2-5 Years

Level

Executive

Education

Masters In Public Administration And Affair

Description :

1. Attended numerous seminars from our Management Trainer as a review.
2. In charged of all 4 Service Branches including 3 Branch Managers and over 40 technicians plus our Technical Trainer and 3D Technicians.
3. Met with manufacturers (Sharp, Canon & 3D Systems) on a consistent basis to keep abreast of new equipment, programs, and training available to the entire staff.
4. Did all service personnel acquisitions for the entire coverage area.
5. Put together all monthly numbers from the previous month to assure a certain standard was maintained.
6. Ran Customer Service Training for the entire company and Management Training for my Management Team.
7. Did Quarterly Business Reviews with Major Accounts in Fraser footprint.

Experience

5-7 Years

Level

Executive

Education

Associates In Electronic Engineering

Description :

1. Helped successfully maintain and run the restaurant.
2. Ordered, audited, maintained our p&l, interviewing, hiring, and training.
3. Maintained food safety levels.
4. Helped improve the profitability of the store and increased sales.
5. Organized main service department and branch service departments including training initiatives, manufacturer relations, and service department metrics.
6. Led a team to develop and maintain oilfield products PM maintenance program.
7. Scheduled technicians and manage time off for employees.

Experience

2-5 Years

Level

Junior

Education

G.E.D