Craig Cudworth

Woodstock, CT H: 860-***-****

acrwyr@r.postjobfree.com C: 617-***-****

summary

Results-driven operations manager with experience in field service operations, revenue generation and customer relations in the commercial products market. A leader who fosters the utmost motivation and development of every staff member resulting in improved situational assessment to leverage resources increase responsiveness and efficiency while reducing down time. Builds accountability, top performance, engagement and talent retention best practices. Innovative and adaptive problem solver who manages conflict and creates flexible solutions to meet customer needs and support long term relationships. Core competencies include:

Corporate Change Management

Client Satisfaction & Retention

Team Building

Cost Reduction & Elimination

Invoice Dispute Resolution

Customer Communication

Staff Training & Development

Workload Distribution

Contract Retention

professional experience

Eastman Kodak Company, Rochester, NY

District Service Manager, Technical Services 1998 – 2015

Provided management and leadership to an evolving team of field engineers, supporting the New England area, which delivered onsite installation, service and support to direct and indirect Kodak customers as well as previously branded Versamark, Nexpress, Creo and Scitex equipment. Accountable for margin, operational excellence, customer and employee satisfaction, revenue generation and service contract sales and retention.

Provided direct leadership though guidance, coaching and counseling to team of field engineers resulting in a well balanced team that communicated and worked in harmony to provide the best possible service.

Handled new and repeat business for an approximate $5M service base. Managed new and repeat service agreement contracts, support services and preventive maintenance sales and delivery.

Achieved margin goals through effective management of personnel staffing, overtime, asset management and effective service delivery.

Ensured high levels of customer satisfaction though effective execution of service delivery and account management skills by field engineers.

Directed employee satisfaction results through defined regional initiatives and effective leadership of field engineers.

Managed field roll out of several different business operations and customer management systems, most recently SAP.

Negotiated contract, service and billing conflicts tactfully and diplomatically resulting in a resolution that is in the best interest of the customer and the company.

Created a team of service professionals from the people acquired through various mergers and acquisitions. Gained trust and created cohesion and focus on providing customer service excellence.

Developed a culture that empowered the team to operate independently while supporting each other.

Reduced service costs through proper enforcement of expense policies and overtime control.

Participated as part of the zone leadership team to evaluate performance results, including revenue growth, margin, market trends, competitive information and operational performance; established goals and initiatives to meet business objectives, and championed key regional projects.

Scitex Corp. (Acquired by Creo 2002, Eastman Kodak 2005), Bedford, MA

Field Service Engineer 1992 – 1998

Responsible for installation and optimizing HW/SW/Network products and configurations at customer sites as well as diagnosing and optimizing product performance. Ensured customer satisfaction by advising customers on preventive maintenance, value of Equipment Maintenance Agreements, Support Services, training and configurations that will improve product performance. Performed necessary servicing and preventative maintenance of equipment.

System installation of equipment.

Provided operator training and ongoing support for customers.

Acted as customer liaison and help drive customer issues to resolution.

Drove revenue growth initiatives as assigned by management.

Built and fostered strong relationships with sales partners.

Educated customers on the latest corporate initiatives and products.

Maintained company assets in accordance with company guidelines.

Consistently met all performance goals.

military

United States Army – Rank of Corporal

Secret Clearance

Highest award received: Army Commendation Medal

Honorable Discharge

education and training

General studies, University of Maryland Extension Program

Eastman Kodak - EEO Training, Annual Ethics Training, Fair Business Practices

awards

Scitex Corp. - Winners Circle Award for customer service excellence, 1993, 1994, 1995, 1996

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