Customer Service Manager

Title:Ken Swartz

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

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Name: Ken Swartz

Address:

City: Mason

State: OH

Zip/Postal Code: 45040

Country:

E-mail: ********@*****.**.***

Primary Phone:

Background

Most Recent Job Title: Director, Clinical Integrations

Most Recent Employer: Hill-Rom Company, Inc.

Career Level: Manager, Director Level

Availability or Timeframe:

Authorized to work in the US:

Security Clearance:

Do you have transportation:

Over 18:

Education: Bachelors

Languages Spoken:

Job Preferences

Desired Salary: Open

Willing to Relocate:

Desired Job Titles:

Desired Job Types:

Work Status:

Desired Shifts:

Desired Travel:

Category: Customer Service, General Management and Administration, Health Care

Management, Information Technology or Systems, Manufacturing/Industrial, Marketing,

Operations, Project Management, Teaching/Training

Company Size:

Company Type:

Industry:

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Copyright c 1997- Lee Hecht Harrison, Inc.

Energetic professional services and new products professional with experience improving

customer satisfaction and business results. Proven experience in leading cross-functional

teams to implement and support new products and services. Core competencies include:

Business Analysis Problem Solving Leadership Project Management Communication Change

Management

Professional experience includes 20 years managing clinical and technical training,

project managers, network engineers and field service teams to provide excellent customer

service and implement new products in the Hospital IT and medical equipment industries.

Hill-Rom Company, Inc

., Batesville, IN. 1995 - 2010Director, Clinical Integrations (Hill-Rom IT Solutions)

Led multiple teams to implement and service software/network based Nurse Communication

System.

Re-organized clinical and technical training and launched new educations services group.

Transformed group into three tiers focused on technical training, application training

and clinical consulting for product implementations and ongoing education services.

Area Manager

- Product Development/Commercialization Team

Chosen to lead service management on core team to implement new products.

Led network engineer team responsible for alpha testing and documentation review.

Project managed beta/pilot projects at a customer level.

Managed customer service teams for new product customers

Midwest Area Manager and Regional Project Manager

Led three Regional Project Managers and 12 Network Engineers to implement new products

and provide 24/7 service for over 100 hospital systems.

Effectively managed contractors and internal resources to support scheduled installations

tied to hospital construction projects

Partnered with sales team to provide pre-sale support, design and RFP reviews

Service

Contract

Sales Director, Midwest Area

Sold service contracts to hospitals throughout Midwest US;

Provided service contract sales support and managed contract renewals for over 19 local

account managers in 3 sales regions.

Increased service contract revenue each year; sold over $ 2 Million dollars in new

business. #1 in US for new nurse communications service contract sales

Marketing Team (as Regional Service Director) Arsenal Services Project

Participated on the international Arsenal marketing team to develop and launch new

service contract programs and sales tools.

Provided content and input for brochures, sell sheets and power point presentations

Conducted interviews of customers for video testimonials

Regional Service Director, Capital Services

One of three managers selected to develop and start-up Capital Services group to improve

services revenue.

Managed two supervisors and up to 50 service technicians to provide service and

installation of moveable medical equipment in hospitals.

Developed systems and people to grow the service revenue business year over year.

Cincinnati Regional Director, Rental/Therapy Service

Managed seven service centers to provide delivery, set-up, repair and decontamination

processing of specialty beds for hospitals, nursing homes and home patients.

Hired, trained and managed staff to ensure customer satisfaction with 3-hour response

time for deliveries and repairs 24/7.

Identified and managed facilities, trucks & equipment to meet customer and financial

goals.

Support Systems International, 1993 - 1995Regional Service Manager

-Cincinnati, Ohio (SSI merged with Hill-Rom)

Responsibilities remained the same in SSI and Hill-Rom as described above.

The Mediscus Group, Inc

. 1990 - 1993 (Mediscus was bought out by SSI)

National Director of Operations, Akron, Ohio

Led Managers responsible for customer service, purchasing, repair and parts distribution

(over 100 service personnel).

Responsible for relocation of corporate office from California to Ohio, downsizing

numerous departments, closing unprofitable service centers, renegotiating vendor and lease

agreements due to Chapter 11 reorganization.

Regional Service Director

Midwest Region, Chicago, Illinois

Responsibilities similar to SSI and Hill-Rom Regional Director as described above.

Awards / Recognition

2009 Execution Award with Hill-Rom IT Solutions Division.

2007 Field Service Best Performer of the Year with Hill-Rom IT Solutions

2007 Best Collaborator Award with Hill-Rom IT Solutions

2001 Master s Club for top Capital Services Area Manager.

1996 National Service Leadership Award for Customer Value in Service

Education

Bachelor s Degree

in Business and Organizational Communication

Graduated from University of Akron,

May 1990 (Dean s List1989-1990)

Community

Boy Scout and Cub Scout Leader with Troop and Pack 750, 2003 to present.

Assistant Scout Master, Cub Master, Den Leader, High Adventure Co-Leader

Cub Master Service Award 2009

Ken Swartz

********@*****.**.com5198 Minuteman Ct.

Mason, OH 45040 513-***-****, Mobile: 513-***-****

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