++Joseph P. Magro

*** ***** ******* **.

Manteno, IL 60950

www.linkedin.com/in/josephmagro/

acelia@r.postjobfree.com 815-***-****

Customer Focused Director of Service Organization Builder

Innovative Service Professional with strong project management, inventory

control, extensive staffing, and contract administrative skills.

Specialized in field service, data processing, printing and publishing,

broadcast and communications, paint dispensing, and mixing industries.

Skilled in selling service agreements, LEAN DMAIC process, identifying,

monitoring, and quantifying service level metrics and KPI. Accomplished in

recruiting and growing organizations.

Professional History

FUJIFILM NORTH AMERICA CORP (Optical Device Division), Hanover Park, IL

2012 - 2014

Central Regional Service Manager

. Managed service center, serving 12-state territory in broadcasting and

communication industry, reducing average lens repair turnaround time from

3 weeks to 2 weeks.

. Generated estimates and quotes for lens repairs and refurbishments,

increasing billable revenue by 20% in 2013.

PRESSTEK INC., Hudson, NH 2007 - 2012

Regional Service Director

. Managed P&L for Central Region of Canada and USA, comprised of 46 people

with $6.0M in revenue and 35% profit margin.

. Developed tiered service contract offering, increasing revenue by 40%.

. Created service management documentation during implementation of Siebel,

facilitating real time reporting and sped up invoicing process while

reducing accounts receivables.

. Delivered Siebel software training to Field organization nationally.

FLUID MANAGEMENT INC., Wheeling, IL 2005 - 2007

Director After Sales Support

. P&L responsibility for a department of 42 people with $9.0M in revenue

and 55% profit margin.

. Monitored and delivered service level agreements resulting in nationwide

service agreement renewal of major home improvement retail chain.

. Developed service agreement proposal, allowing Fluid Management to

capture new business at major nationwide retailer, resulting in

additional equipment sales in 300 stores nationwide.

Joseph P. Magro acelia@r.postjobfree.com Page Two

ENOVATION GRAPHIC SYSTEMS, INC., (affiliate of Fuji Photo), Hanover Park,

IL 2003 - 2005

Regional (East) Service Manager

. Cemented relationship with major independent dealer by formulating

service plan, allowing dealer to focus on sales. Grew sales to $27M

annually in major metropolitan area.

. Organized regional service team of 50 technicians in 15 states composed

of internal employees, servicing dealer technicians and certified

servicing agents. Generated $7.0M in annualized service revenue.

FUJI PHOTO FILM USA, INC., Hanover Park, IL 1996 - 2003

National Field Service Manager 2001 - 2003

. Assembled national service team of 155 technicians, ranking number 2 in

graphic arts industry nationwide according to leading industry study.

. Created customer satisfaction survey for service, identifying main

weaknesses and strengths of service function. Led corrective action at

regional installation meetings, reallocating and prioritizing materials

and personnel.

Field Service Manager, Central 2000 - 2001

. Directed opening of 24-hour parts depot in major city, reducing cost of

service by 40% through savings on travel and labor.

Field Service Manager, West 1999 - 2000

. Developed service contract products, increasing service contract renewal

rate from 24% to 61% in 14 months.

Field Service Manager, National 1998 - 1999

. Developed dealer service agreement, identifying primary area of

responsibility, training requirements, service rates, and invoicing

process, outlining business practices and guidelines critical to service

delivery of customer base.

Technical Engineer 1996 - 1998

. Created training materials and syllabus for all input device product

line.

. National responsibility for field service upgrades, engineering

improvements and problem resolution.

. Liaison to manufacturing facility for product performance, functional

evaluations and system performance.

Previous Related Positions

E. I. DUPONT DE NEMOURS AND CO., Hoffman Estates, IL

Senior Service Specialist, Medical Products

Senior Service Specialist, Printing and Publishing

National Senior Service Specialist, Wilmington, DE

Service Specialist, Niles, IL

Joseph P. Magro acelia@r.postjobfree.com Page Three

Education and Training

Product Support Management Certificate; Business Management Certificate,

University of Wisconsin Executive Education

Organizational Management (115 credit hours completed),

University of St. Francis, Joliet, IL

AAS, Electronic Technology, Joliet Junior College, Joliet, IL

Test Equipment Expertise

Oscilloscope Digital Volt Meter Collimator

Vacuum and Air Pressure Micrometer Densitometer

Gauges Spectrophotometer Laser Power Meter

Service Management Software Expertise

Astea Siebel Metrix

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