Bill Waters
Director Product Innovation and Technical Services at Doverco Inc.- Claim this Profile
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Bio
Tony Stryker
I had the pleasure of working with Bill at Markem-Imaje from April 2018 until August 2019 at which point I retired. Bill managed the service team and I managed the sales team. Bill's focus was to support the Customer and the Sales Team in support of developing sales and maintaining Customer Satisfaction. Bill was very successful at achieving key metrics and objectives in our annual planning process. These focused on Service Response time, First-Time problem resolution and Overall Customer Satisfaction (among others). Bill is a very fair manager who focuses on achieving his goals while at the same time developing his teams skills. He was always very approachable and cooperative when we were challenged with sorting out any customer or personnel issues. His personal philosophy, which he told me the first day I met him, and which he demonstrated consistently was "shoes untied", in other words, put yourself in your customer's shoes. The Technical Service and Sales teams worked, and continue to work well together as one team to deliver exceptional customer value. Bill is a solid manager, team contributor and high performer.
TJ Tweddle, MBA
During my time with East Penn Manufacturing Bill and I worked on several projects together, navigating both complex and delicate customer issues with ease. I have known Bill to turn potential tragedy into triumph by capitalizing on opportunities and driving his sales and service team's successes. Personally, Bill taught me "to always have [my] shoes untied" where the long and short meaning is to see circumstances not just from your perspective, put yourself in someone else's shoes, and move to an equitable solution. I'll take that with me for the rest of my career.
Tony Stryker
I had the pleasure of working with Bill at Markem-Imaje from April 2018 until August 2019 at which point I retired. Bill managed the service team and I managed the sales team. Bill's focus was to support the Customer and the Sales Team in support of developing sales and maintaining Customer Satisfaction. Bill was very successful at achieving key metrics and objectives in our annual planning process. These focused on Service Response time, First-Time problem resolution and Overall Customer Satisfaction (among others). Bill is a very fair manager who focuses on achieving his goals while at the same time developing his teams skills. He was always very approachable and cooperative when we were challenged with sorting out any customer or personnel issues. His personal philosophy, which he told me the first day I met him, and which he demonstrated consistently was "shoes untied", in other words, put yourself in your customer's shoes. The Technical Service and Sales teams worked, and continue to work well together as one team to deliver exceptional customer value. Bill is a solid manager, team contributor and high performer.
TJ Tweddle, MBA
During my time with East Penn Manufacturing Bill and I worked on several projects together, navigating both complex and delicate customer issues with ease. I have known Bill to turn potential tragedy into triumph by capitalizing on opportunities and driving his sales and service team's successes. Personally, Bill taught me "to always have [my] shoes untied" where the long and short meaning is to see circumstances not just from your perspective, put yourself in someone else's shoes, and move to an equitable solution. I'll take that with me for the rest of my career.
Tony Stryker
I had the pleasure of working with Bill at Markem-Imaje from April 2018 until August 2019 at which point I retired. Bill managed the service team and I managed the sales team. Bill's focus was to support the Customer and the Sales Team in support of developing sales and maintaining Customer Satisfaction. Bill was very successful at achieving key metrics and objectives in our annual planning process. These focused on Service Response time, First-Time problem resolution and Overall Customer Satisfaction (among others). Bill is a very fair manager who focuses on achieving his goals while at the same time developing his teams skills. He was always very approachable and cooperative when we were challenged with sorting out any customer or personnel issues. His personal philosophy, which he told me the first day I met him, and which he demonstrated consistently was "shoes untied", in other words, put yourself in your customer's shoes. The Technical Service and Sales teams worked, and continue to work well together as one team to deliver exceptional customer value. Bill is a solid manager, team contributor and high performer.
TJ Tweddle, MBA
During my time with East Penn Manufacturing Bill and I worked on several projects together, navigating both complex and delicate customer issues with ease. I have known Bill to turn potential tragedy into triumph by capitalizing on opportunities and driving his sales and service team's successes. Personally, Bill taught me "to always have [my] shoes untied" where the long and short meaning is to see circumstances not just from your perspective, put yourself in someone else's shoes, and move to an equitable solution. I'll take that with me for the rest of my career.
Tony Stryker
I had the pleasure of working with Bill at Markem-Imaje from April 2018 until August 2019 at which point I retired. Bill managed the service team and I managed the sales team. Bill's focus was to support the Customer and the Sales Team in support of developing sales and maintaining Customer Satisfaction. Bill was very successful at achieving key metrics and objectives in our annual planning process. These focused on Service Response time, First-Time problem resolution and Overall Customer Satisfaction (among others). Bill is a very fair manager who focuses on achieving his goals while at the same time developing his teams skills. He was always very approachable and cooperative when we were challenged with sorting out any customer or personnel issues. His personal philosophy, which he told me the first day I met him, and which he demonstrated consistently was "shoes untied", in other words, put yourself in your customer's shoes. The Technical Service and Sales teams worked, and continue to work well together as one team to deliver exceptional customer value. Bill is a solid manager, team contributor and high performer.
TJ Tweddle, MBA
During my time with East Penn Manufacturing Bill and I worked on several projects together, navigating both complex and delicate customer issues with ease. I have known Bill to turn potential tragedy into triumph by capitalizing on opportunities and driving his sales and service team's successes. Personally, Bill taught me "to always have [my] shoes untied" where the long and short meaning is to see circumstances not just from your perspective, put yourself in someone else's shoes, and move to an equitable solution. I'll take that with me for the rest of my career.
Experience
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Doverco Inc.
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Canada
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Packaging and Containers Manufacturing
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1 - 100 Employee
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Director Product Innovation and Technical Services
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Mar 2023 - Present
Responsible for strategic product innovation as well as technical pre-sales and field service operations.
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Director Of Technical Services
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Feb 2021 - Present
Responsible for Technical pre-sales and field service operations. Leading operational excellence initiatives to driver improved customer experience and employee engagement.
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Markem-Imaje
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Switzerland
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Automation Machinery Manufacturing
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700 & Above Employee
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Service Delivery Manager, Canada
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Apr 2018 - Jan 2021
Responsible for Technical pre-sales and field service operations across Canada. Leading operational excellence initiatives these efficiency gains resulted in improved customer experience and employee engagement as well as ongoing growth in both sales and service revenues. Responsible for Technical pre-sales and field service operations across Canada. Leading operational excellence initiatives these efficiency gains resulted in improved customer experience and employee engagement as well as ongoing growth in both sales and service revenues.
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East Penn Canada
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Canada
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Automotive
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100 - 200 Employee
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National Service Manager
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Sep 2013 - Mar 2018
I oversaw the field service operations that included leading teams consisting of technical support, field technicians, and service coordinators. Imparted a customer first focus and operational improvements that resulted in YoY growth through improved customer engagements. I oversaw the field service operations that included leading teams consisting of technical support, field technicians, and service coordinators. Imparted a customer first focus and operational improvements that resulted in YoY growth through improved customer engagements.
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BW Consulting and Contracting
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Whitby, Ontario
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Project Management Consultant
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Apr 2012 - Sep 2013
Responsible for ensuring successful completion of projects as contracted within residential and commercial building projects within union and non-union environments. Responsible for ensuring successful completion of projects as contracted within residential and commercial building projects within union and non-union environments.
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Lexmark
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United States
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Information Technology & Services
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700 & Above Employee
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Director, Global Services
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Jan 2011 - Apr 2012
Responsible for the strategic planning and leadership of the Canadian Global Services organization, including the National Customer Contact Center, Field Service Operations, and Managed Print Services business units. Transformed the Canadian operations resulting in a 100% renewal in customer contracts. Responsible for the strategic planning and leadership of the Canadian Global Services organization, including the National Customer Contact Center, Field Service Operations, and Managed Print Services business units. Transformed the Canadian operations resulting in a 100% renewal in customer contracts.
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Pitney Bowes Canada
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Mississauga, Ontario
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Director, DMT & Software Service Operations
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Apr 2007 - Jan 2011
Responsible for the strategic planning and direction of a 24/7 national service organization supporting production mail hardware, mailing systems software, and distribution software, as well as pre-sales and post-sales technical support personnel. The key area of focus was maximizing operational efficiencies and customer satisfaction, while working in partnership with the sales team to drive new equipment sales. Responsible for the strategic planning and direction of a 24/7 national service organization supporting production mail hardware, mailing systems software, and distribution software, as well as pre-sales and post-sales technical support personnel. The key area of focus was maximizing operational efficiencies and customer satisfaction, while working in partnership with the sales team to drive new equipment sales.
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Education
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Centennial College
Architectural Technology/Technician -
York University - Schulich School of Business
Take Charge of Your Dealers -
York University - Schulich School of Business
Competitive Pricing -
Sutton District High School
Advanced stream
Community
