Manager Service

Jamie G. Besley

Sacramento, CA 916-***-**** or 916-***-****

www.LinkedIn.com/in/jamiebesley abhnrk@r.postjobfree.com

Summary of A Field Service Professional

My experience includes over 15 years in field service, and

technical/customer support for the installation, maintenance, and repair of

medical diagnostics, communications, and solar photovoltaic systems. I have

proven skills in technical applications, profit and loss management,

inventory management, service team management, project management, problem

resolution, working in FDA, OSHA, and ISO regulated environments.

Reputation for providing excellence in customer satisfaction and top

performance achievements throughout my career.

Professional History

Regional Field Service Manager Sept. 2008 -

April 2009

SunEdison LLC, Sacramento, CA

Responsible for the direct activities of 10 US field technicians, service

contract development, service team development, customer product support,

safety compliance, inventory control, sales and marketing support.

Supported commercial solar production facility installations nationally.

. Implemented Field procedures for departmental compliance operations

. Service metrics development

. 20 year service maintenance program development

Field Service Manager / Field Service Specialist

Oct. 2005 - Dec. 2007

Volcano Corporation, Sacramento, CA

Managed the direct activities of 6 in-house technical support

representatives, 5 US field service engineers and 3rd party service

providers. Responsible for financial profit and loss, budget and revenue

forecasting, service contract development, service team development, FDA

regulatory compliance, safety compliance, customer satisfaction program

development, regional inventory control, sales and marketing support.

Supported and performed product installations nationally and worldwide.

. Implemented paperless service documentation for improved efficiencies

. Developed and updated service documentation and procedures required by

FDA and OSHA standards

. Established training guidelines for new products and overseas

distributors

. Developed operational metrics for monthly management review

. Technical Lead for Japan product launch

Customer Service Manager May 2004 -

Aug. 2005

Thermogenesis Corporation, Sacramento, CA

Managed the direct activities of technical support and order-processing

personnel. Maintained complaint-handling requirements that adhered to

Corporate Quality Assurance objectives. Established, measured, and

maintained customer satisfaction and operational key indicators. Managed

departmental expenses, revenue generation, and drove continuous improvement

projects for customer satisfaction, workflow efficiency, and expense

reduction. Created and maintained technical service documentation for

national / international field service and customer base.

. Redesigned Call Management System application for improved

efficiencies and complaint reporting

. Established Monthly Customer Service Business Report - Directors and

Quality Management review

Jamie G. Besley Page 2

Regional Service Manager, Sacramento, CA Jan.

2003 - Apr. 2004

Roche Diagnostics Corporation, Indianapolis, In

Managed the direct activities of 22 Field Service Representatives and the

Regional Supervisor. Responsible for financial profit and loss, revenue

forecasting, service team development, FDA regulatory compliance, safety

compliance, customer satisfaction, regional inventory control, sales and

marketing support. Achieved 2003 revenues of 104% to plan ($3.2M), expenses

of 97.8% to plan.

Abbott Diagnostics Division, Irving, TX Apr. 1987 - Dec. 2002

District Service Manager, Sacramento, CA, (2001-2002)

Managed the direct activities of 12 Field Service Representatives and 2

Field Product Managers. Managed the Northern California Service District

financial profit and loss to goal of $1.2 million. Reviewed and

coordinated FDA regulatory compliance, maintained customer satisfaction,

and developed maintenance scheduling for medical device instrumentation.

Hardware Specialist Manager, Irving, TX (2000-2001)

Managed the direct activities of the Service Call Center department,

including direct supervision of 7 Field Service Hardware Specialists and 8

Regional Coordinators. Ensured impact goals and profit plans were achieved

and corporate policies were followed. Directed activities of staff members

to achieve objectives at the lowest cost to quality ratio and reduced

divisional Field Service demands.

Hematology Field Product Manager, Vancouver, WA (1997-2000)

Responsible for the supervision/technical training of Field Service

Representatives and district critical accounts management. Designed and

implemented training programs for field representatives, sales

representatives, and customers. Created chronic failure documentation for

engineering and manufacturing, assessment of skill level and training for

skill improvement, new product development and launch assistance, field

service data analysis, and communications with sales and marketing to

enhance district goals and objectives.

Technical Support Representative, Santa Clara, CA (1995-1997)

Senior Field Service Engineer, Portland, OR (1991-1995)

Field Service Engineer, Portland, OR (1988-1991)

Associate Field Service Engineer, Chicago, IL (1987-1988)

Recommendations and Awards

Roche Diagnostics Area West Quarter Performance Award - Q4 2003

ADD-First (of 10) ranked metropolitan service district in the Western

Region.

ADD-Western Region District of the Quarter - Q1 2002, Q2 2002

ADD-National Field Product Manager of the Year - 1999

ADD-National Field Product Manager of the Quarter - Q4 1999, Q1 2000, Q2

2000

ADD-Western Region Field Product Manager of the Year - 1998 and 1999

ADD-Western Region Field Product Manager Quarter Award - Q2 1998, Q4 1999,

Q1 2000, Q2 2000

Abbott Quest for Excellence Award Winner 1992, 1993, 1994 Top Five Percent

Performance

Education

Master of Business Administration Program, University of Dallas, Dallas,

TX, Currently on hold

Bachelor of Science Electronic Engineering, Deans List, DeVry Institute of

Technology, Chicago, IL.

Financed 100% of education through grants and part-time employment

Technical Skills: MS Outlook, MS Word, MS PowerPoint, MS Excel, MS Access,

MS Publisher, Sales Force (CRM), Adobe Applications, NFPA 70E, ARC Flash

Protection and Safety

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