Manager with a strong customer focus. Experience providing innovative approaches to develop, sell and support products and services for both existing and developing product lines. Skills include:
• Business development • Supervising and coaching
• Project management
• Product development/enhancement • Customer relations
• Budget Control
PROFESSIONAL EXPERIENCE
Business Unit Manager (2013-2014)
Managed the Accessories, Parts and Service Business Unit for high performance material test systems. Supervised Customer Service Organization: responsible for in-field system installation/training as well as product technical support and service.
• Oversaw a team that generated 15% of the company’s revenue.
• Developed new product offerings by working with cross-functional teams.
• Introduced pricing and market positioning for new products and
services.
• Formulated marketing strategies and objectives to expand market share.
• Fostered strong service relationships with strategic account customers
to maintain market retention and facilitate future sales.
• Negotiated large service and system upgrade contracts.
• Coached field service engineers to become self-sufficient, customer
centric assets to the customer service team.
• Provided accurate reporting and forecasting relative to the outlined
budget.
• Instituted an enhanced survey program that utilized customer feedback
to create market driven product enhancement/development roadmap.
Resulted in improved overall customer satisfaction with existing
product lines, and defined new products to support company growth.
Project Engineer (2006-2013)
Project management of test system orders; ensuring that the delivered product met/exceeded the expectations for the customer’s testing needs, including: proper design configuration selection, BOM definition, and functional/quality control prior to system shipment.
• Completed projects representing 40% of the company’s revenue.
• Reviewed projects on the front end to ensure: proper definition, proper
cost estimates, and technical and financial risks were identified.
• Coordinated with design, operations and quality teams to ensure that
the project objectives and milestones were met.
• Supplied application sales support for custom projects; collaborated
with the R&D to develop product concepts and costing estimates.
• Led cross-functional teams on custom product development projects.
Several of the custom development projects became core or niche product
market offerings.
• Wrote product operation manuals for new or custom products.
• Implemented continuous engineering changes to improve product usability
and/or cost savings.
• Advised customer service organization on proper responses to technical
inquiries to ensure positive customer feedback.
Field Service Engineer (2005-2006)
• Installed and qualified new test systems at customer’s facility.
• Trained users on proprietary test frame/software operation.
• Instructed customers on ...
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