Customer Service Manager

Keith Oakley

* ***** **** ***** ** Lexington, MA 02421

781-***-**** ********@***.***

http://www.LinkedIn.com/in/KeithOakley

CUSTOMER SERVICE MANAGER

Managing Field Service ? Repair Depot ? Call Center

Senior Customer Service Manager broadly experienced delivering technical

services directly to end-users and via third party service organizations,

Value-Added Resellers (VARs) and OEMs. Possess a diverse electronics and

mechanical background, provide training to collaborative service teams

enabling professional, accurate and timely resolutions to customer

inquiries with follow through to ensure resolution and sustain high levels

of customer satisfaction.

CRM Systems Automated Call Distribution

Systems

ISO-9001:2008 End-user, VAR & OEM support

Roadmap to Problem Solving Conduct accident

investigations

Certified Lean Six Sigma Green Belt Networks - wired & wireless

EXPERIENCE

Honeywell Wintriss Controls Group Acton, MA 2000 - 2009

Leading manufacturer of industrial automation controls and safety equipment

for metal stamping presses.

National Service Manager

Responsible for the business's service organization consisting of remote

field service technicians, an inbound technical support call center and a

repair depot in support of a world-wide customer base, external service

organizations, OEMs, and dealers service teams.

. Increased Gross Profit (GP) by 10% -- reduced operating expenses.

. Ensured troubleshooting and problem analysis remained on-track by

applying my technical skills and learned knowledge

. Earned Six Sigma Green Belt certification while leading a team

redesigning the Engineering Change Order (ECO) process.

. Designed and implemented a new Automated Call Center Distribution

(ACD) program

. Designed and implemented a Salesforce.com CRM application.

. Conducted on-site investigations after reported machine malfunctions

or personal injuries

. Ensured installations complied with OSHA and ANSI regulations

. Formalized technical training offerings for use at customers'

locations.

. Increased training revenue 10% year-over-year, for 2 consecutive

years.

Howe Scale Co., Inc., Stoughton, MA 1996 - 1999

A premier product and service supplier for batching & blending, industrial

and vehicle weighing systems

District Manager

Responsible for the P&L of the New England area sales and service

operations.

. Grew business over 20%

. Created SOWs and managed sub-contractors

. Created and followed-through on quotes, leads and projects in process

. Managed fleet of vehicles used by technicians

. Turned operation from non-profitable. Provided 10% gross operating

profit to corporate

Keith L. Oakley

Page 2

Analogic Corp. Computer Design & Applications Div., Peabody, MA 1989 -

1994

Leading manufacturer of high speed computers for medical imaging

Customer Support Manager

With P&L responsibility for the Division's service function, provided HW

and SW support on the Division's digital signal processor (DSP) medical

imaging computers and a print spooler for all medical imaging modalities

film printing. Trained OEM service teams on new product offerings.

Responsible

for RMAs and customer satisfaction with services provided.

. Grew service revenues 400% - from $120K per year to over $500K per

year

. Product Manager for a 20 Engineer team creating a Unix workstation /

Resource Spooler routing

diagnostic medical images to film printers

. Performed beta installs of Spooler product. Trained OEM and hospital

technicians on support and operation

. Created and administered service programs to match customers'

requirements

. Provided support and training to OEMs, VARs and end-users

ADDITIONAL PROFESSIONAL EXPERIENCE

Area Customer Service Manager, Floating Point Systems (now a Div. of Sun

Microsystems), a manufacturer of Mini-Supercomputers. Managed Field

Service operations for the northeastern, then eastern United States.

Remote Diagnostic Center Manager, Floating Point Systems. Responsible for

the Technical Support call center. Created and implemented a Central

Dispatch facility for all North American customers. Responsible for the CRM

application.

Field Engineer, Control Data Corporation. Provided emergency remedial and

preventative services on large IBM mainframe computers and peripherals,

specializing in disk subsystems.

United States Air Force various locations in the United States & overseas.

Performed electronic intelligence. Trained in computer maintenance and

worked on large IBM mainframes. Held a Top Secret, Extended Background

Investigation Security Clearance.

EDUCATION and PROFESSIONAL DEVELOPMENT

. A. S. CFST (Computer Field Service Technology), Portland Community

College, Portland, OR

Certified Lean Six Sigma Green Belt, Honeywell

. Accident Investigation, Det Norske Veritas

Leadership Skills Course, Honeywell

Project Engineering Management Course, Analogic Corporation

3M's Roadmap to Problem Solving, Analogic Corporation

3M's Total Quality Management, Analogic Corporation

. Completed with honors 3+ years full time training in computer systems and

maintenance, USAF

. Honor Graduate - Non Commissioned Officer Leadership School, USAF

PROFESSIONAL AFFILIATIONS

Member of the First Wednesday Group for Senior Service Professionals

2008 - Present

Programs Chairman and Treasurer, Assoc. For Service Managers Int'l,

Minuteman Chapter 1990 - 1994

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