Experience

A&B Business Solutions

• Service Manager



A&B Business Solutions

• Sioux Falls, South Dakota Area

• VP, Service

  • Mar 1993 - Present

  I meet and maintain global field service performance benchmarks, including maintaining parts cost, first call effectiveness and other related targets and goals while supervising a team of 45+ throughout the Midwest at multiple locations. I conduct performance reviews with team leaders, generate service reports and prepare Service agendas for correspondences with other management. I also maximize equipment up-time through timely response and effective/efficient repair, including selective customer training to ensure high levels of customer satisfaction, while managing the utilization of all assets and resources to achieve targeted financial results. I analyze customer needs, recognize business opportunities and respond accordingly in order to positively influence the customer relationship; while communicating and interacting with customers, field service, sales, management, and administration in a way that is courteous, positive and professional. I set expectations within the team that ensures a high degree of accuracy and integrity in all areas of data collection including daily call data, serial record updates, billable revenue and billing meters, while maintaining adequate manpower to meet the demands of the business through proper forecasting, scheduling and training of available employee assets. I also work closely with sales to find creative ways to provide solutions for customers that promote growth for the organization, and lead by example to ensure Field Service problem resolution, including all excessive service calls development, training and support of team members. I manage all aspects of field operations; monthly meetings, monthly one on one meetings, spot checks, inventory, and meeting preparation and presentation.