Customer Service Manager

James DiCaprio

***** ******* *** ***** #*** . Tampa, FL 33635

914-***-**** ac1miy@r.postjobfree.com

SUMMARY

Senior Technical Services and Project / Operations Manager for the Manufacturing, Transportation, Fare Collections and Electronic Industries. Proved ability with creating, refining and growing technical services, installation, sales groups, software support teams, customer service and helpdesk. Extensive experience with union interface and Project Management. In depth knowledge of manufacturing, P&L, Strategic Planning, Crisis Management, Risk Assessment, SLA’s, Contract negotiating, Multi-site operations, Sales, Installations, root cause analyses, hydraulics, pneumatics, electro-mechanical equipment design. Highly proficient in:

Organizational Development and

Implementation / Program Management

New Business Development/Growth

Executive level Customer Relations

Communications / HR Responsibilities

Problem Solving / Conflict Resolution

Mentoring / Training / Motivating

Process Creation and Refinement

EXPERIENCE

Conduent (formally Xerox), Philadelphia, PA 2013 - Present Installation, Service and Support Operations / Project Manager Manage, schedule and implement all project Installation, Support, and Service aspects of SEPTA (South Eastern Pennsylvania Transportation Authority) $150 million New Payment Technologies contract including:

Technical Services

Software Support / Field Support /

Maintenance and Staffing

Installations / Infrastructure & Construction

Vendor Qualification & Management

Scheduling / Analyses / Quoting

Pilot Program Creation & Implementation

Budgeting / Business Planning/ P&L

Customer / Contract Management

Training / Interviewing / HR

Design Review / Product approval

Documentation / Engineering

Project Management / Project Planning /

Safety Management / Strategic Planning

SCHEIDT & BACHMANN, Burlington, MA 2004 - 2013

National Service Director (2007 – 2013)

Created model and managed the new North American Service Group which included Software Engineering & support, Field Technicians, Engineering, QA, Customer Service, Helpdesk, Administration, Service/ Product Sales, Documentation, Internal Service Operations and Repairs, Field Installation, Training Division and all Facilities Operations

Created USA multiple satellite service, repair and support team operational facilities.

Increased Service business from 10% to 45% of total USA revenue

Created budgets, forecast and business planning for Service & Support Organization

Key / Lead role with RFP process, contract negotiations, business development and sales throughout North America which resulted in the 35% revenue growth of the Service Division

Scheduled and monitored required North American contractual activities and subcontractors

Developed Divisional strategic goals, plans and policies which provided clear, concise direction and processes for all employees. Complete formal Performance Reviews.

Evaluated and improved product design and performance which resulted in a 40% reduction in field infancy failures of installed product.

James DiCaprio Page 2

East Coast Operations Manager (2004 – 2007)

Restructured and Managed Regional Service support division which included Field Technicians, Repair Shop Technicians, Software Support Engineers, DBA’s, Warehouse Personnel, Inventory Control, Administration and facilities operations .

Created & Implemented training plans, job descriptions for entire East Coast division

Negotiated Contracts and long term extensions with local Government Municipality (Metro North Railroad, Long Island Railroad, MTA ) resulting in division stability until at least 2018

Increased Division profit from - $150k in 2004 to + $850k in 2006

Scheduled and monitored required contractual activities

Co-created Life Cycle Management product for industry resulting in additional long-term service contracts of 5 years or more in Phoenix, NY, Virginia, Seattle and Pittsburgh.

Responsible for budgeting, ISO 9001 Certification, Creation of Business Plans and Models

Product Design Improvements

Trained Conflict Mediator

ZIERICK MFG. CORPORATION, Mt. Kisco, NY 1988 – 2004 Applicator/Manufacturing Systems Manager (1993 – 2004)

Management of Customer Service, Production, Maintenance, Toolroom personnel, Surface Mount & Thru Hole Divisions. Equipment, Assembly & Field Service Technicians, equipment repairs, Helpdesk, Shipping & Packaging Departments

Designed and developed new assembly and manufacturing process equipment.

Managed outside vendors / Coordinated trade show requirements

Prepared Budgets / Customer relations / Product pricing

Added over $2 million in new reoccurring Service business

Developed, implemented and audited corrective action plans

Developed and maintained ISO/QS 9000 certification requirements

Plant / Operations Manager of remote automotive terminal stamping / tool & die mfg. facility in PA. Additional work experience at ZIERICK MANUFACTURING CORPORATION: Applicator Service Manager (1988 – 1993)

Created equipment manuals / Machine Building Department. Developed Service Department, Schedule production Quoting. Customer Service & Relations Management / Warranty evaluation and approval. Set up inventory MRP / ROP control system / customer database. Certified ISO 9000 auditor, Troubleshoot & design review of electro- mechanical, hydraulic, pneumatic manufacturing and production automation equipment RELATED WORK EXPERIENCE

HYDRA-TECH HYDRAULICS, INC., Fountain Valley, CA

Technical Services Team Lead Man / Project Manager TELEDYNE HYDRA-POWER / Aerospace Mfg. Division, New Rochelle, NY Grade A Maintenance Mechanic / Lead Man / Maintenance Mgr. EDUCATION / PROFESSIONAL TRAINING and CERTIFICATIONS

- Westchester Community College, Valhalla, NY Courses toward Associates Degree

- Boces Technical Trade School, Yorktown, NY Electronics, Drafting & AutoCAD

- Kearney & Trecker Corporation, Milwaukee, WI Electronic Automation Equipment

- Universal Instruments, Binghamton, NY Electronic Automation Equipment

- Yonkers High School Ranked 5th / 650 graduates in class COMMUNITY INVOLVEMENT

Business Advisory Council Board member for Lincoln High School, Yonkers, N.Y 1992 - 2004

Contact this candidate