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Regional Field Service VP / Director / Manager

Location:
Tustin, CA
Salary:
150K
Posted:
January 15, 2015

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Resume:

Zeke Wickes

Tustin, CA ***** E-Mail: abn46a@r.postjobfree.com

EXECUTIVE SUMMARY

The primary areas of expertise throughout my professional career are focused on Technical Program Management specific to 24/7 Technical Service Operations, Technical Installation Operations, Field Project Management, Technical Training Operations, Relationship Management, Customer Support, User Experience, & Sales Support Programs while establishing service excellence within the respected industry. My experience is focused on providing leadership, direction, & continuity in the areas of Technical Operations Development, Staffing Optimization, and Forecast Data / Performance Analytics.

I have over 20 years of Executive Leadership experience managing Technical Operations / Program Development as a Regional and National Executive with organizational revenue responsibilities ranging from 60M to 100M per year and territory responsibilities covering the Western US States and North America.

TECHNICAL PROFICIENCIES

Areas of expertise are as follows: Technical Operations & Program Development

• Develop & Manage Technical Field Service Engineering Operation Programs & Strategies

• Develop & Manage Technical Field Support & Installation Operation Programs & Strategies

• Develop & Manage Technical Field Client Service Relationship Management Programs Strategies

• Develop & Manage Technical Field Vendor, Partner, & Customer KPI / SLA Programs & Strategies

• Develop & Manage Technical Field Customer Services Operation Programs & Strategies

• Develop & Manage Technical User Experience Program Operations & Strategies

• Develop & Manage Technical Field Service Performance Analytics / Metric Programs & Strategies

• Develop & Manage Technical Field Sales & Engineering Support Programs Strategies

• Develop & Manage Technical Field Engineering & Customer Training Programs & Strategies

• Develop & Manage Technical Cloud & Field Support Programs & Strategies

• Develop & Manage Capital Maintenance Cost Reduction Programs & Strategies

• Develop & Manage Revenue Development Preventative Maintenance Programs & Strategies

• Develop & Manage Customer Retention, Marketing & Satisfaction Programs & Strategies

• Develop & Manage Labor Distribution Processes & Strategies (Local, Regional, National, International)

• TECHNICAL PROFICIENCIES: Electronic Devices Electromechanical Devices Head-Ends RF Wireless Devices Proprietary Software Delivery Devices LAN/WAN Devices & Network Solutions Low Voltage Cabling RFID Equipment IP Devices Digital Systems Equipment MATV CCTV Robotics IT SaaS ECM Content Delivery Networks Disruptive Technologies Proprietary Devices / Technologies Embedded Technology etc.

EXECUTIVE SKILLS

• Business Acumen & Strategic Planning

• Relationship Management / Sales

• Executive Level Escalation Resolution MGT

• New Technology Implementation

• Executive Level Business Communication

• Financial Management / P & L Acumen

• Key Performance Indicators / Analytics

• Change Management/Implementation

• Resource Maximization / Capital MGT

• Manager/Employee Development

• Team Leadership / Consensus Building

• Project Management / Six Sigma

• Technical Project Management

• Survey Proposals Development/MGT

• Continuous Process Improvement

• Business Presentations / Technical Acumen

• Total Quality Management / Risk MGT

• Cost Reduction / Root Cause Analysis

• Multicultural Business Perspectives

• Written & Oral Business Communication

• Professional Bilingual Communication

• Willing to travel 80%

PROFESSIONAL EMPLOYMENT

Wickes & Associates, CA 5-2011 to 12-2013

VP of Technical Field Services Operations, Organizational Development

• The primary responsibilities for the position are focused on developing Field Service Operation Programs.

• Develop & Manage Technical Field Service Engineering Operation Programs & Strategies

• Develop & Manage Technical Field Support & Installation Operation Programs & Strategies

• Develop & Manage Technical Field Client Service Relationship Management Programs Strategies

• Develop & Manage Technical Field Vendor, Partner, & Customer KPI / SLA Programs & Strategies

• Develop & Manage Technical Field Customer Services Operation Programs & Strategies

• Develop & Manage Technical User Experience Program Operations & Strategies

• Develop & Manage Technical Field Service Performance Analytics / Metric Programs & Strategies

• Develop & Manage Technical Field Sales & Engineering Support Programs Strategies

• Develop & Manage Technical Field Engineering & Customer Training Programs & Strategies

• Develop & Manage Technical Cloud & Field Support Programs & Strategies

• Develop & Manage Capital Maintenance Cost Reduction Programs & Strategies

• Develop & Manage Revenue Development Preventative Maintenance Programs & Strategies

• Develop & Manage Customer Retention, Marketing & Satisfaction Programs & Strategies

• Develop & Manage Labor Distribution Processes & Strategies

Star Trac Fitness, United States 6-2008 to 4-2011

General Manager / Program Manager / Project Manager: Technical Installations & Customer Care, North America

• Developed & Managed Technical Field Installations Program for North America

• Developed & Managed Technical Field Service & Support Operations Program for North America

• Developed & Managed Technical Training Operations Program for North America

• Developed & Managed Technical RMA & Sales Support Operations Program for North America

• Developed & Managed Risk Management Program for North America

• Developed & Managed Technical Preventative Maintenance Operations Program for North America

• Developed & Managed Cost Reduction Program for North America

• Developed & Managed Technical Relationship Management Program for North America.

• Developed & Managed User Experience Programs for North America

• Managed External Field Installation/Service Organizations / Partnerships /Contractors for North America

• Managed Processes Development Projects / Programs for North America

• Managed Risk Management Projects /Programs for North America

• Managed Partner, Dealer, Vendor, & Customer Relationships for North America

• Managed Service, Diagnostics, Repairs, Calibration, Surveys, & Proposals for Electronic Equipment, Electromechanical Equipment, Proprietary Software Applications, Network Solutions, and Wireless RF

• Provided Organizational Leadership in Transitioning Programs from 50M to 250M in Revenue Support

On Command Corp/LodgeNet Interactive, United States 10-1993 to 1-2008

Regional Technical Field Service Manager / ASM, Western US Region

• Managed & Developed Technical Field Service Operations, Western US States

• Managed & Developed Technical Field Installation Operations, Western US States

• Managed & Developed Technical Training Operations, Western US States

• Managed Technical Sales Support Operations, Western US States

• Managed Technical Engineering Support Operations, Western US State

• Managed Technical Relationship Management Operations, Western US States

• Managed Technical LAN / WAN VOD Networks (SaaS, ECM) (450 + Sites) Western US States

• Managed Technical Digital Content Delivery & Broadcasting (450 + Sites), Western US States

• Managed Technical Satellite Downlinks / Broadcasting (450 + Sites), Western US States

• Managed Technical Proprietary Software Delivery (ECM) (450 + Sites), Western US States

• Managed Technical Broadband Services & Installations (450 + Sites), Western US States

• Managed Service Engineering, Diagnostics, Repairs, Calibrations, Surveys, Sales, & Proposals for Electronic Equipment, Electromechanical Equipment, Proprietary Software Applications, Network Solutions, and Wireless RF Equipment, Broadband, Head-ends, Low Voltage VOD Networks, Broadcasting Systems, SaaS, EMC, Content Delivery, Satellite Content Downloads, MATV, PMS Systems, CRM Systems, ERP Systems, CCTV Systems, Robotics, Calibration

NCC, National Cable Contractors, United States 7-1993 to 12-1997

VP of Technical Field Services Operations

• The primary responsibilities for the position are focused on developing Field Service Operation Programs.

EXECUTIVE ACCOMPLISHMENTS

• Developed National and Regional Organizations / Program Development / Process Improvement

• Developed A Technical Installation/Field Service / Support / Training / & RMA Department

• Developed Technical Service & Installation Strategies Resulting in Renewed Contractual Agreements Critical for Sustained & Improved Market Share / Revenue Development

• Millions in Capital Expenditure Savings / Cost Reduction (Reduces Capital Expenses by 800%)

• Millions in Technical Field Service Labor (SLA MGT) Savings / Cost Reduction (Reduces Labor Cost by 17%)

• Millions in Technical Field Installation Labor Saving / Cost Reduction (Reduces Installation Cost by 15%)

• Improved Technical Field Service Support Standards / Process Improvement

• Improved Customer Satisfaction Ratings by Reducing Service & Installation Response Times

• Transitioned Technical Field Service Operations into a Revenue Center / Revenue Development (Millions)

• Transitioned Technical Training Services into a Revenue Center / Revenue Development (Millions)

• Transitioned RMA Capital Losses into a Revenue Center / Revenue Development (Millions)

• 20 years of Exceptional Self-Motivational / Productivity Skills Working from Remote Locations

• Provided Face-to-Face & Remote Support Leadership to Regional & National Facility Executives

• Project responsibilities of 100M in yearly revenue

• Developed Technical Site Survey Programs

• Developed Cost Reduction Programs

• Developed Technical Publication Programs

• Developed Software Installation, Testing, & Support Programs

• Developed Technical Contractor Training & Development Programs

• Developed User Experience Programs & Strategies

• Implementing Change Management Strategies in Dynamic High Pace Environments

• Built and Mentored Highly Successful Technical Customer Service Teams

• Saved Countless Accounts / Highly Successful in Managing Customer Escalations at an Executive Level

• Lead Process Transitions from 50M to 250M in revenue volume responsibilities / Process Improvement

• Lead Organizational Development Teams for Start-Ups (Up to 600 employees)

QUALIFICATIONS

• 20 Years in the Electrical / Electronic Engineering Field

• 20 Years in the CIS Field / Computer Science

• 20 Years in the Electromechanical Field

• 20 Years in the Software Delivery Field

• 20 Years of Servicing Electronic Equipment

• 20 Years of Servicing Software Applications

• 20 Years of Servicing RF Low Voltage, LAN, & WAN Networks

• 20 Years of Servicing Broadcasting Operations

• 20 Years of Field Project Operations Management

• 20 Years of Product Support Services Management

• 20 Years of Marketing/Selling Field Engineering Services on a Regional & National Level

• 20 Years of Working from the Field & Managing Business Operations

• 20 Years of 24/7 Leadership for Engineers and Installation Partners

• 20 Years of Representing Face-to-Face Company Services

• 20 Years of Negotiating Win-Win Solutions for Employer

PROFESSIONAL EDUCATION

• Chapman University: BA, Business / Organizational Leadership, 3 Classes Pending Bandwidth, Orange, CA

• Orange Coast College, Certificate of Achievement in Marketing & Professional Selling, Costa Mesa, CA

• Parkland High School, Advanced Studies, El Paso TX

• Aveta Business Institute: Six Sigma Certificate, Online, Cranberry Township, PA

• Project Management Institute: Online, Currently working on PMP Certification, Newtown Square, PA

Languages: English & Spanish, Professional Proficiency

FIELDS OF STUDY: Chapman University

• Organizational Development Organizational Behavior Theory & Practice of Leadership Leadership in Diverse Organizations Leadership Skills Development Organizational Communication Group Dynamics & Leadership Organizational Administration Leadership & Professional Ethics Team Building Conflict Resolution Multicultural Perspectives Small Business Ownership Marketing Professional Selling Technical Writing Critical Reasoning



Contact this candidate