Customer Service Manager

HARVEY E. GUMAER 714-***-****

*** *** ******* ****** ********: 949-***-****

Costa Mesa, California 92627 e-mail: ************@*****.***

http://www.linkedin.com/pub/harvey-gumaer/6/b03/42

A dedicated and highly adaptable customer service professional with 20

years of progressively increasing responsibilities who has worked for

consumer, OEM, defense and service organizations with sales of up to

$28 billion. Oversaw field service operations for servicing computers,

handheld products, printers, scanners, side-band radio, fingerprint ID

systems, tape drives, microfiche systems, ATM, word processing systems and

contract engineering companies.

Expertise includes outstanding customer relations, recruitment, training,

scheduling, multi-tasking, field service management, communications, repair

center management, logistics, supply chain management and cost containment

skills.

EXPERIENCE

Zebra Technologies, Inc., Camarillo, California 2006-2010

Manager, Service Engineering

Managed the repair services depot for the card products line for the

largest specialty label printing company serving the automotive,

pharmaceutical, postal, medical, financial, retail distribution,

warehousing, defense, transportation and shipping industries with

sales of more than $900 million.

. Improved the cycle repair time of incoming units from 12 days to

two days.

. Reduced the inventory of warranty returns from more than $300,000

to $20,000.

. Implemented a flat rate repair system for all products with a

37.5% profit margin.

. Implemented the Authorized Service Provider Programs for North

America, which permits resellers to repair company products under

warranty. Maintained monthly communications with all

15 authorized resellers, ensuring the success of this program.

. Directed a team of 15 technicians repairing up to 270 card

printers per week under warranty and/or time/materials service.

. Implemented a cross-training program for repair technicians,

permitting greater flexibility in scheduling and repair

turnarounds.

. Provided onsite quality control leadership as part of the

company's outsourcing expansion in China.

. Revised the company's inventory of spare part kits for current

production, impacting seven models with more than 30 variations.

. Redesigned product packaging, eliminating in-transit damage risks.

. Worked with customer service in resolving customer complaints.

. Transferred the repair center in California to the company's main

Illinois manufacturing facility.

Department of Homeland Security (TSA), John Wayne Airport, Santa Ana,

California 2003-2006

Transportation Security Officer

Provided airline passenger safety and security by inspecting all

suspicious baggage for improvised explosive devices, utilizing L3

Communications 3DX6000 Scanners and Barringer Instruments Ionscan

400B systems. On-Screen Alarm Resolution Protocol (OSARP) certified.

HARVEY E. GUMAER Page Two

Intermec Technologies Corp., Everett, WA 1989-2002

Managed field support staff and contract sales for manufacturer and

service provider of wireless networks, radio frequency

identification devices, mobile computing and bar code printing

systems for automated data collection. Directed a team of 20 service

technicians, systems analysts and administrative staff.

West Coast Regional Service Manager

. Generated $1.7 million in annual contract revenues and an

additional $684,000 in customer services and site surveys for the

seven Western states, including Alaska and Hawaii.

. Oversaw a $1.1 million annual operating budget and introduced a

cost reduction program that improved profitability by 20%.

. Directed pre- and post-equipment maintenance, sales and customer

retention.

. Designed and implemented an employee selection, development,

retention and evaluation program that improved team performance

and customer satisfaction.

. Eliminated a major inventory problem by redirecting all service

parts orders directly to technicians.

. Created maintenance repair programs, policies and procedures, and

field representatives' weekly activity reports to accurately

measure service projects and customer needs.

. Conducted cost estimating for network cable projects, utilizing

third party suppliers and contractors for large installations,

including the 1.8 million square-foot radio frequency network of

85 access points at the Mandalay Bay Resort Convention Center in

Las Vegas, Nevada.

NEC Information System, Inc., Boxborough, Massachusetts 1987-1989

Branch Service Manager

Managed field service operations in support of NEC's automated

fingerprint identification systems (AFIS) with a staff of seven.

Maintained five major networks with 50 remote installations.

Customers included the Los Angeles, San Bernardino and Riverside

Counties sheriff organizations and the Department of Justice for the

State of California. Maintained a 24/7 support service covering

Southern California.

. Ensured that schedules were maintained for preventative

maintenance, emergency service calls, customer relations and a

walk-in service center.

. Took over management of NEC's laptop service center, as required.

PRIOR EXPERIENCE

As Branch Service Manager for Wang Laboratories, directed daily service and

support for hardware and software customer problems and managed a service

branch covering Southern California. Previously, served as Area Manager for

Recognition Equipment, Inc., directing a field engineering group for

scanning and banking ATM systems. Early positions included Quality

Assurance Technician for the General Electric Company.

EDUCATION

Rush-Henrietta High School, Henrietta, New York Academic Diploma

Unites States Air Force, Biloxi, Mississippi Electronics

Certification

HARVEY E. GUMAER Page Three

EDUCATION

Other Courses: Networking Essentials, Effective Speaking & Human Relations,

Capital Planning for Non-Financial Managers, Management

Development, Labor Relations for Non-Union Companies, Data Processing and

Ground Communications

AFFILIATION

Association of Field Service Managers, formally Vice President of the

Orange County Chapter

National Association of Auto Sales Professionals

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