Peter P. Tousignant ab1sa0@r.postjobfree.com

*** *** ******, *******, ** 02771 774-***-**** (mobile)

OBJECTIVE

Seeking a Customer Service Manager [Industrial] position with an innovative

and successful company where I can utilize my leadership skills, experience

with high quality work and a passion for success.

PROFESSIONAL SUMMARY

I am a Technical Operations Manager who brings a depth of experience and

knowledge in developing and implementing, manufacturing and field service

strategies. I am proficient in communicating effectively among technical,

manufacturing, engineering and executive management to conceive innovative

programs, reduce cost and waste, and develop world-class customer service

organizations. Skilled in evaluating processes and synthesize challenges

along with corporate objectives into an idea, research and organize a team

to create, plan and promote programs that address both tactical and

strategic business goals. Experienced in managing and leading people in an

organized and planned manner to develop and promote services and programs

that address customer needs and increase market share.

PROFESSIONAL EXPERIENCE

Yushin America - Cranston, RI - Public Company; 51-200 employees; Plastics

industry

2011 - National Service Group Manager

Present Managed the operations of four departments. Training / Repair/Technical

Support/Field service.

Departmental responsibilities inclusive of scheduling, quoting,

pricing, budgeting, customer relations, mentoring and various other

management functions.

Profit and loss responsibility for each department Nationwide and

Mexico.

Developed processes that led to 42% increase revenue in service, 143%

increase in training and a 13% increase in our repair departments.

Establish training and documentation systems for service and database

functionality.

Created a focal point for all internal coordination of problem issues

and one call service for customer base.

Speedline Technologies -- Franklin, MA -- A $250 M company and a global leader at

producing high-end printed circuit board (PCB) manufacturing machines for 1000 +

technology companies, world-wide.

2000 - 2009 Manager, World Wide Technical Support Operations

Manage the worldwide, 24/7 technical customer support departments.

Turnaround poorly performing centers to reduce phone abandonment rates

below 5%.

Re-staffing of call centers.

Establish training and documentation systems for support.

Reduce customer call length by 50%.

Improve first call resolution statistics from 16% to 92%.

Procured, defined specifications for and oversight of implementation of

new automated tracking and reporting systems.

Created a focal point for all internal coordination of problem issues

and one call service for domestic and international customers.

1997 - 2000 Technical Support / Order Entry Team Leader

Responsible for 8 employees providing telephone and on-site support to

customer base on our Speedline Equipment.

Telephone dispatch operations.

Emergency parts ordering.

Re-structured department including training, performance measurement

systems, product knowledge tools, and management reporting systems.

Improved customer satisfaction rating from 1.8 to 4.8, with 5 being the

top rating.

1996 - 1997 Technical Support Specialist, MPM

Train and develop new personnel to improve product knowledge and

problem resolution.

Interface with sales and technical personnel to train on product

features and improvements.

Build effective team, responsive to internal and external customers and

develop monitoring systems to provide accurate reporting of operations,

performance and problems to management.

1995 - 1996 Refurbishing Department

Convince company to put quality refurbished machines as a customer

product option.

Annual sales exceed $12M.

Provided quotes to customers and insurance companies.

Peter P. Tousignant ab1sa0@r.postjobfree.com

145 Elm Street, Seekonk, MA 02771 774-***-**** (mobile)

1991 - 1995 Electrical Technician

Responsibilities as an electrical technician for the production of the

Automatic Printers series line.

Worked directly with engineering to better develop our largest platform

printer with IBM.

Reduced machine build time by 50%, from 14 to 7 days.

Aided in establishing just in time manufacturing processes.

Plainville Machine Works -- Plainville, MA -- An industrial manufacturing and machine

shop with annual revenues of

over $5M.

1985 - 1991 Electrical/Mechanical Technician

Board wiring.

Panel control.

Machine layouts and assembly.

Provided technical expertise needed in schematic troubleshooting,

testing, calibration, and programming.

Machine experience includes telecommunication equipment, integrated

drivers, industrial equipment, and CNC machines.

United States Navy -- San Diego, CA

1981 - 1985 Electricians Mate 3rd class Petty Officer.

Advanced training for 400Hz Technician stationed onboard the USS Texas.

Awarded Navy Achievement Medal.

EDUCATION

. Building Analyst course[Energy Auditing] [BPI]Building Performance

Institute [CCRI]

. Residential Sustainability and Green Building Technologies Certified

100 hrs [Apeiron Institute]

. Introduction to Weatherization Certified 8 hrs [CCRI]

. OSHA Hazwoper Certified 40hrs [Innovative Safety Services, Inc.]

. Confined Space Entry Certified [Innovative Safety Services, Inc.]

. Building Code 101 8hrs [State Building Commissioner]

. Lead Inspector Training/ Lead Technician certified [CCRI]

. A+ Certification course

. Liebert Electronic HVAC unit course

. Successfully completed and demonstrated proficiency on all Speedline

product platforms

. Surface Mount Technology Course

. Basic Solder Paste Screen Printing course

. Basic Electronics [San Diego State University]

. Basic Electricity and Electronics [Orlando, FL] - Graduated top 20% of

class to qualify as a Nuclear Power Candidate

. Electricians Mate "A" School [Great Lakes, IL] - Graduated top 10% of

class to qualify as a Nuclear Power Candidate

. 400 Hz. Systems Class "C" School [San Diego, CA] - Graduated with 3.61

GPA

TECHNICAL COMPETENCE

--Microsoft Office --EB2 --VNC

2007 --SAP

--Field Pro --Lotus Notes --Go To Assist

--ERP

--EIC Software --Microsoft Outlook --Flintfox

--MFGPRO --Avaya Software --Oracle

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