Experience

• 

  Hisense USA

  • United States
  • Computers and Electronics Manufacturing
  • 200 - 300 Employee

  • Director of Service Networks and Vendor Management MA

    • Oct 2021 - Present

    Responsibilities: • Creation of: Service Network, Call Center, Tech-line, tech documents and training, Warranty Group, Service/Contractor assistance group, Field service and Installation teams,• Policy and Procedure creation (all sectors) • National accounts, Big Box, Home Improvement and Buying groups Major stake holder• Metrics and KPI creation, PSP program creation, Procurement procedure creation. • Sales, support sales with consumable sales and service standards, Product launch, Installation, and breadth and depth saturation for potential sales growth• Create and oversee National Installation on all Product lines, Installer program, KPIs, Contract negotiations. Achievements: • Reduction in replacements by 30%• Reduction in cycle time by 15 days• Reduction in cost per claim 15% • Grow service network from 500 contractor, installer and service providers to 5000.Direct Reports 5 indirect reports 40 (20 FTE)

  • National Manager of Service Network and Vender Management MA HA

    • Oct 2019 - Oct 2021

    Responsibilities: • Creation of: Service Network, Call Center, Tech-line, tech documents and training, Warranty Group, Service/Contractor assistance group, Field service and Installation teams,• Policy and Procedure creation (all sectors) • National accounts, Big Box, Home Improvement and Buying groups Major stake holder• Metrics and KPI creation, PSP program creation, Procurement procedure creation. • Sales, support sales with consumable sales and service standards, Product launch, Installation, and breadth and depth saturation for potential sales growth• Create and oversee National Installation on all Product lines, Installer program, KPIs, Contract negotiations. Achievements: • Reduction in replacements by 30%• Reduction in cycle time by 15 days• Reduction in cost per claim 15% • Grow service network from 500 contractor, installer and service providers to 5000.Direct Reports 5 indirect reports 40 (20 FTE)

• 

  Transformco / ServiceLive (SEARS)

  • Jupiter, Florida

  • National Manager of Service, Installation and Procurement

    • Oct 2015 - Oct 2019
    • Jupiter, Florida

    Responsibilities: • Trier 1,2 and 3 Geo’s properly saturated in both breadth and depth with Contractors, Installers and Servicer providers. • Create policies and procedures within the recruiting and procurement departments to ensure the right contractor/installer and service provider are properly vented. • Compliance programs created• Retention programs creation• Reporting and KPI creation, • Training and Coaching programs created• Big Box, Buying Groups and Home Improvement product roll out, installation training and service training creation and account stakeholder. Achievements: • 98% of all US Zip codes covered• Support sales with new market saturation and performance KPI achieved or exceeds expectations. Support sales with contract sales, renewal, and upgrades while on site. • Reduction in repayments by 10 %, Reduction in recruiting cycle time by 14 days and improve service retention by 5%Direct reports 5, Indirect reports 14, (7 FTE)

• 

  Electrolux

  • Sweden
  • Manufacturing
  • 700 & Above Employee

  • National Manager of Field Service

    • Oct 2013 - Oct 2015

    Responsibilities:• All Field service and install related matters nationally, Recalls, Field service managers Team, Service provider and Installers 1099 and TPA on a national level• Support sales initiatives and programs, Support after sales service, support Final Mile and related cross functional groups• KPI creation for both 1099 and W2 employees and FTE’s• Product reviews, product roll outs • Big Box, Home improvement and buying groups National Accounts, Training, Documents, Represent OEM at Shows and events. Budgets and P&LAchievements: • 98% of all US zips covered• Cost reduction by 5%, reduction in travel cost 2%, reduction in parts use. • Reduction in cycle time, first time complete and time to first call, Reduction in replacement by 3%. Reduction in parts use 2%. • Customer satisfaction scores up 12%.• Contracts and consumables sold up 8%Direct reports 20 indirect reports 120, 0 (FTE)

  • Regional Service Quality Manager

    • Oct 2011 - Oct 2013

    The RSQM position is responsible for ensuring excellent consumer experience in after-sales home service. The RSQM endeavors to support the EMA sales organization and provide after-sales technical support for consumers of Electrolux products. Analyzing business needs and building action plans to meet those needs as well as hiring, terminating, negotiating and performance managing service contractors within the assigned territory are the key responsibilities of this position. The RSQM fills the role of being the primary professional representative of Electrolux to all external entities. While managing all service activity within the territory the RSQM seeks out opportunities to minimize warranty expenses by planning and executing activities within the assigned region.

  • Master Technician/Trainer

    • Oct 2009 - Oct 2011

    • All field related training and service on all product lines• Documents/manuals/service flashes• Mobile training/in house training• Events/conventions• Internal training• Product reviews• Field testing

• 

  Appliance Services

  • Somerset, KY (US)

  • Owner/Operator

    • Sep 1999 - Sep 2009
    • Somerset, KY (US)

    ▪ Run all day-to-day operations required by a small business owner▪ Expanded the business 900% in 13 years▪ Expanded customer base to 30 dealer accounts covering 21 counties▪ Manage all parts, labor and travel for the technician department▪ Manage back and front offices▪ Handle customer and consumer matters and escalations

• 

  Self-employed

  • na

    • Apr 1923 - Feb 1924