Customer Service Manager

Rick Hoagland

**** ** ***** ***., ********, Or **229

Cell: 503-***-**** : ******@********.***

Executive Summary

Experienced and dedicated Manager with a strong electronics, mechanical and technical background. A self-starter with

exceptional customer service skills and a can-do attitude.

Core Qualifications

Complex problem solving Supervision and training

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Computer-savvy Team building

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Lean processes Quality improvement

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Customer relations Policy/process development

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Professional Experience

Field Services Manager

August 2005 to July 2012

Lightspeed Technologies – Tualatin, Oregon

Manufacturing and direct sales of custom classroom amplification systems for the K-12 education market.

Created Installation and Service Network across the United States from the ground up (100 + contractors).

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Managed all installation projects in assigned 13 state territory.

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Developed Training and Certification Programs to keep installers up to date on the latest products and

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installation procedures.

Developed custom documentation and procedures to ensure quality installations and satisfied customers.

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Created technical drawings and documentation.

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Managed direct and indirect customer relations.

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Member of Sustaining/Quality Control Team. Identified and resolved product issues in the field. Consultant for

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continued improvement of existing product lines.

Resolved technical issues with New Product Introduction and manufacturability with Engineering.

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Produced User and Installation Manuals.

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VP of Manufacturing

October 1995 to December 2004

Cardio Theater Holdings, Inc. – Portland, OR

Part owner of custom A/V equipment company specializing in Health Club entertainment while exercising.

Held a key role in building the company from the ground up, taking it from a garage operation to a $15 M

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company in under 10 years.

Managed day-to-day operations of the manufacturing process.

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Implemented and maintained Quality Control procedures.

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Introduced new revenue streams into company, increasing sales by 45 percent in under two years.

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Worked closely with the Accounting Department to manage cash flow.

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Increased profit margins by 30 percent by identifying, utilizing and overseeing offshore vendors.

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Directed and assisted Engineers in developing six new product lines simultaneously, while sustaining

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existing lines.

Introduced Lean processes and procedures.

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Proficient in using MRP programs.

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Managed inventory control.

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Qualified incoming electronic parts for use in production.

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Maintained Vendor relations

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Service Manager

February 1984 to July 1995

Music Vend Distributing – Portland, OR

Commercial Arcade Game and Vending Machine Distributor.

Managed Service Department and performed technical troubleshooting over the phone.

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Repaired electronic circuit boards for commercial arcade games down to component level.

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Refurbished vending machines for resell.

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Repaired refrigeration units (leak repair, recharging and compressor replacement).

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Responsible for customer relations and repair schedules.

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Education

United Electronics Institute (now ITT Technical)

Portland, Oregon

Electronics

Associates Degree

Additional Information

Professional Licenses

Oregon Specialty Contractors License

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RSES Refrigerant Handling Certificate

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Interests

Construction & remodeling

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Wood working – furniture building

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