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Manager Service

United States
August 31, 2017

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Don Lucier

Scottsdale, AZ ***** 602-***-****

I am an experienced Operations Manager with a tenured track record for exceeding internal and external customer expectations. Adept in the Customer experience and developing skilled team personal to ensure productive service levels, high customer levels and company profitability. Resourceful innovative subject matter expert who understands timing and approach are the keys to ensuring results.

Customer Focused


Strategic Planning


Self motivated

Coaching / Training

Multi tasking



Ricoh Americas Corporation – Technology Services Field Operations Manager

Tempe, AZ 2010 - 2017

Skilled in Field Service Management and Customer Life cycle management.

Strong analytical skills and aptitude working with numbers, reviewing and checking for accuracy.

Skilled performer able to focus and work independently with execution to time and task management.

Superior customer relationship management skills with the ability to provide influential leadership.

Extensive leadership skills driving operational results and change management.

Comfortable with technology, troubleshooting issues and steering remediation with team resources.

Managerial coach with balanced timing and approach to direct, lead and develop people.

Subject matter expert in Inventory planning, forward and reverse logistics.

Prepares and analyzes reports to provide forward guidance and mitigate risks.

Implemented hundreds of successful projects working with a vast number of project managers.

Experienced innovator in cost controls and GP Improvements. $180K GP improvements in FY17.

Top #1 ranking of 27 areas in Gross Profit for Ricoh USA nationally for FY17.

IKON Office Solutions – West Region Technology Services Field Operations Manager

Tempe, AZ 2001 - 2010

Supported 13 Area Directors and 85 service managers during multiple region realignments.

Highly developed statistical, analytical and problem solving skills.

Performance driven leadership to Area management teams on business opportunities and results.

Six Sigma Green Belt certification training.

Coached teams with daily cadence targeting opportunities to improve operational first call effectiveness, inventory management, team resource planning, training and daily installation logistics.

Extensive call load forecasting and resource management planning for seasonality trends.

Responsive daily field support while also meeting multiple region projects and timelines.

Traveled regularly to on board and develop newly promoted service managers.

Reduced national pricing by self engaging part vendors to reduce costs on high usage assemblies.

Achieved Top Financial Plan Award for the West Region for fiscal year 2001.

Don Lucier 602-***-**** page 2


IKON Office Solutions Desert Southwest Branch Service Manager

Tempe, AZ 1994- 2001

Developed and managed field service teams in the Phoenix metro and all Southern Arizona.

Established KPIs and customer call standards with customer focused leadership.

Improved profitability with inventory cost controls and first call effectiveness standards.

Set training goals to align with territory specialization and team back up requirements.

Dealer growth benefited from excellent service and customer satisfaction levels.

Recognized and awarded multiple Presidents and Chairman’s Club awards.

Alco Standard Corporation Field Service Manager Tempe, AZ 1979 - 1994

Promoted to Field Service Manager to drive team productivity and profitability.

Established electromechanical skills troubleshooting and refurbishing copiers for 8 years

Shop Foreman; Dispatch Manager; Delivery and Installations; Warehouse duties;

Customer Training; Credit/Collections; Short Term Rental Manager for convention services

Maintenance Contract Sales, Sales Order Entry and Customer Life Cycle management.

My goal each day was to listen to the voice of customer and to exceed their expectations with innovative solutions, creative troubleshooting methods and outstanding customer service levels.


Phoenix College Phoenix, AZ

Under Graduate Studies

DeVry Technical Institute Phoenix, AZ

Under Graduate Studies

ADDITIONAL Proficiencies: EXCEL, Word, PowerPoint, Oracle, Lotus Notes, Access database tools

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