Manager Service

John Kolimbiris

Roselle, IL *****

630-***-**** ***********@*******.***

www.linkedin.com/in/johnkolimbiris

Professional Summary

Comprehensive experience as a Service Manager in the printing industry. Fifteen years of experience developing deep skills in managing staff. Known for dedication in continuous process improvement in the face of rapidly evolving and changing markets. Skilled at using Six Sigma methodology in obtaining customer satisfaction increasing by 20% while reducing costs by 15%. Recognized for establishing valuable working relationship with customers, employees, and vendors. Possess a track record of continuously cultivating a company culture in which staff members are comfortable providing feedback, voicing questions and concerns, as well as contributing new ideas that drive company growth.

Major Accomplishments

Achievements 95% Favorable “My Manager” Scores in Voice of the Workforce Evaluation (Annually)

Toshiba Pro Master Service Award – 6 Years

Professional Experience

Midway Airlines Terminal Consortium, IL 2/2016- Present

Duty Operation Manager

Responsible for the maintenance and day-to-day operations of the baggage handling system, passenger loading bridges, aircraft gate striping, potable water equipment, ground power equipment, triturator equipment, flight information display system, electric tug charging equipment, pre-conditioned air system, a computerized maintenance management system, international terminal facility management, passenger wheelchair services, ticket verification services, city gate management, snow removal, and other miscellaneous equipment and services on behalf of the consortium.

Maintain an accurate and complete filing system, includes invoicing, auditing and vendor resolution.

Daily, weekly and monthly reporting.

Project management, oversight of various sub-contracted services, assist in preparation of contracts.

Oversight of testing equipment, develop and execute contingency plans. Define and draft training and operating procedures.

Maintain quality control standards for performance, reliability, serviceability and safety.

Hewlett-Packard, Palo Alto, CA 2003 - 7/2015

North America Service Manager 2006 - 7/2015

Managed a team of remote engineers throughout the United States and Canada. Supported a customer base valued at $35M. Additionally managed a call center comprised of 14 remote engineers who supported high end customers valued over $20M in revenue.

Recognized by “Voice of the Workforce” results indicate that I am a high energy leader, successful in building and motivating dynamic teams.

John Kolimbiris 630-***-**** Page two

Created strong and productive relationships with internal customers and key business partners improving communications and productivity.

Developed and execute regional and world–wide escalation processes identifying and implementing strategic process changes improving the customer’s experience and HP’s bottom line by 10%.

Worked closely with product division, providing feedback on new product development reducing customer’s downtime.

Participated in customer escalation resolution at multiple levels with customers, third parties, and across HP organizations resolving all to customers satisfaction.

Reduced and controlled company expenses repairing 99% of the printers and avoiding product replacements.

Print Services Support Engineer 2003 - 2006

Provided leadership to 15 remote field technicians as a product specialist on the new product launch.

Offered escalation support, complex installation assistance, deployment management, and new product roll out support ensuring success.

Supported sales on all initiatives to grow the print services business.

Assisted the team in meeting delivery target results for response time, repair time, and total customer experience internally and externally.

Provided ongoing assistance in the creation of the High Touch Workforce, including the development of training and certification programs.

Acted as instructor, product expert, and program developer while assisting the team in growing technical soft skills and customer support skills.

Advanced Business Tech, Arlington Heights, IL 1995 - 2002

Vice President of Service 2000 - 2002

Managed a field organization of 25-30 employees comprised of dispatchers, service techs, IT, and maintenance and supply departments. Prepared program operating budget reports and other financial and performance reports.

Prepared yearly budget for the service organization and analyzed monthly P&L results and ensured under budget expenses.

Assumed responsibility for the service department’s P&L and consistently returned yearly profit margins of 45%.

Interacted with sales and support staff while directing the workflow of the various departments increasing efficiency.

Recognized for performance and given expanded responsibilities to include service departments of 3 branches in Illinois and Wisconsin.

Reduced and controlled company expenses by introducing mentor programs.

Developed management tools analyzing key aspects of the business evaluating key factors driving results and summarized results into presentations.

Planned and conducted quarterly staff trainings improving customer communication.

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Advanced Business Tech, Arlington Heights, IL 1995 - 2000

Service Manager

Education and Certifications

Diploma, Brick Computer Science Institute, NJ

Data Processing Equipment Repair/Electronics

University of Phoenix: Management Courses

Certification, Lean Six Sigma Green Belt

Professional Development

8D Problem-Solving at HP

Communication Skills for Successful Management

Leading for Results

Systematic Problem Solving

Skillpath Customer Service Seminar

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