Customer Service Manager

Richard A. Garich

** ******* *****, **********, ** 07876

Residence: 973-***-**** e-mail:

******@***.***

Profile

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Customer & Field Service ( Technical Support ( OEM Warranty Administration

Operations ( Reorganizations & Training ( P&L Responsibility ( MBA

Dynamic senior level executive offering seasoned leadership and solid

management expertise. Experienced in developing and directing remote,

large scale after sale customer and field service operations providing cost

effective & high quality services while dramatically improving bottom line

performance through aggressive utilization of proven business and

managerial techniques. Comfortable directing 24/7, worldwide operations;

experienced with complex call center operations and nationwide training

operations.

Qualifications Summary

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Over ten years of achievements in providing the highest quality of customer

and technical service through selective recruiting, focused

training/retraining and leading by personal example. Over six years of

full P&L responsibility, with a proven record of teambuilding, strategic

partnering, and long term planning. Key competencies include:

( Project Management and Implementation ( Technical Training Program

Development and Implementation

( Departmental Reorganizations ( Contract Negotiations and

Closing

( Customer Satisfaction Initiatives ( Corporate Direction, Re-

engineering, Mission and Focus

( Warranty Cost Analysis and Forecasting ( Marketing Strategies

and Sales Management

Career Synopsis

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CHAMCO, Parsippany, NJ

2006 - 2009

DIRECTOR, AFTER SALES OPERATIONS

Full developmental and P&L responsibility for all North American (US,

Canada, Mexico) operations in technical service, customer service, parts

supply, sourcing and inventory, technical training, logistics, warranty and

service insurance products in a Chinese automotive import distribution

start-up. Business development and product definition responsibilities.

BMW of North America, Woodcliff Lake, NJ

2002 - 2005

TECHNICAL SERVICE SUPPORT STAFF

Examination, categorization and presentation of initial quality technical

repair information for analysis and data collection. Departmental

publications editor.

- Rich Garich -

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Apple One/Source One, Bloomfield, NJ

2001-2002

A large scale, high volume, consumer electronics third party call

center.

TECHNICAL SERVICE SPECIALIST

Intercepts and resolves customer service issues on behalf of client

companies. Provides timely remote service and technical support. Major

client companies include Sony Electronics and Black and Decker.

Heller Industries, Florham Park, NJ 2000-2001

A $60 Million electronics capital equipment manufacturer.

Global Service Manager

Direct report to COO; held full P&L responsibility. Oversaw worldwide post-

production activity, directing complex call center operations providing

customer and technical support across the Americas, Europe and Asia.

. Recruited to provide stability and leadership during a period of

exceeding 100% yearly growth.

. Supervised staff of 24, providing technical call center, service parts

supply, training, warranty and customer repair services.

Fleetwood Homes of North Carolina, Roxboro, NC 1996-1999

A manufacturing facility for a $1.5 billion housing manufacturer.

Manufacturing Center Customer Service Manager.

$3 million budget responsibility. In an integrated style organization,

managed call center, parts supply & field service operations. Multi-state

responsibility included 165 wholesale and 15,000 retail customers.

. Catapulted Roxboro facility to #1 wholesale service ranking of 13

plants. Recognized with two consecutive annual awards.

. Member Quality Improvement Team. Supervised 28 internal staff.

Directed work/payment schedules for 30 independent contractors.

The YES Group, Dallas, TX 1994-1995

A sub-prime consumer sales & finance company.

Customer Service Manager 1995

. Became "Voice of the Customer" and provided technical expertise during

unit quality disputes. Managed technical call center, providing cost

effective customer satisfaction.

. Analyzed costs to determine viability of outsourcing warranty

administration. Monitored performance of the selected companies.

Warranty Manager

1994

. Established warranty department, including development of P&P.

Implemented plan to track true cost of repairs. P & L accountability

while standardized repair costs across outsourced vendor network.

. Negotiated preferred rates for parts and labor purchases. Revamped,

consolidated and upgraded multi-location warranty vendor network.

Nissan Motor Corporation, Carson, CA 1989-1993

Manager, Service & Parts Operations 1992-1993

. Researched feasibility of nationwide Quick Lube concept. Findings

saved company from entering poor business market.

. Presented cost and feasibility rational which prevented entry into a

large scale, after-market motor oil business.

Manager, Warranty Field Coordination 1989-1991

. Warranty troubleshooter for dealers and regional staffs. Nationwide

territory included 600 Nissan and Infiniti dealers and 7 Regional

offices. Initiated budgeting system.

. Created nationally published claim-processing manuals. Acted as

warranty technical & developmental expert for nationwide training

classes.

. Led cross-functional cost forecasting analysis for Nissan's market

driven initial Powertrain Warranty expansion.

- Rich Garich -

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Porsche Cars North America, Reno, NV 1984-1989

Warranty Supervisor

. Start-up team member. Directed all claim processing activities.

Evaluated dealer usage variances. Assisted with claim processing and

dealer communications systems development.

. Conducted trend analysis research to determine sufficiency of warranty

reserve. Developed & instructed nationwide warranty courses.

Volkswagen of America, Deerfield, IL, and Troy, MI 1980-1984

Warranty Claims Specialist

. Processed and audited warranty claims. Served as technical

development consultant for nationwide warranty training courses.

. Developed technical manuals. Participated on warranty system redesign

committee. System converted 10 years' sales history for 5 million

units.

Education

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Sierra Nevada College, Reno/Incline Village, NV

MBA

Participated in an innovative executive development program

which included a thesis requirement. Utilized completed thesis

to start a successful business with worldwide marketing and

distribution.

Clark University, Worcester, MA

Bachelor of Arts degree in Psychology

Education continues with industry specific mechanical, technical and

computer related courses.

Contact this candidate