Manager Customer Service

Karl G. Huber

*** ******* ***** **. **********, PA. 19015

267-***-**** *********@*****.***

Objective:

Looking to utilize and expand my professional skills, experience and exceptional drive to provide unprecedented customer service.

Experience:

KarLish’s Den of Antiquities Chadds Ford, PA.

Owner / Operator December, 2011 through August 2017

All aspects of small business ownership. Have now downsized to occasional weekends as a hobby.

TGI Office Automation Cherry Hill, NJ.

Field Service Manager February, 2015 through December, 2016

As the Service Manager for the South NJ, PA. and DE. territories I was responsible for the management of a nine member team (six Field Service Representatives two Specialists and one IT Support Technician) and I was also (not officially but by the direction of the Branch Service Manager) in charge of supporting and training my counterparts as we incorporated new CRM systems. A top priority was to act as the first line technical support for my technicians for any issues including customer service satisfaction, escalated equipment issues and all of the hardware and software programs TGI implemented. This position reports directly to the Branch Service Manager.

Regular activities include attaining benchmark KPI (Key Performance Indicators), implementing action plans to meet KPI standards, MIF (Machines In Field), personnel alignments by logistics and expertise, parts management, scheduling training and vacations, implementing procedures as deemed necessary by management or KPI issues, gathering data for performance reviews and designating performance increases.

As I had a better working knowledge of our systems, I always made myself available to anyone that needed assistance whenever they needed it.

Ricoh Business Solutions Philadelphia, PA.

Services Supervisor/Service Manager July 2005 through December, 2012

As a Services Supervisor for the Center City Philadelphia territory I was responsible for: the management of a seventeen member team (sixteen Field Service Representatives and one Team Leader); while serving as a branch Safety Officer. This position reports directly to the Technology Services Manager.

Regular activities include attaining benchmark KPI (Key Performance Indicators), implementing action plans to meet KPI standards, MIF, personnel alignments by logistics and expertise, parts management, scheduling training and vacations, implementing procedures as deemed necessary by management or KPI issues, gathering data for performance reviews (PMDS People Soft) and designating performance increases.

Project management implementation: Hardware and software installations ranging from one machine or solution up to as many as 400 machines and solutions. These projects usually span from one to ten days and range from $10,000 to $1,500,000 in gross revenue. This must be accomplished with reallocating resources from daily field service activity; without adversely affecting account SLA’s (Service Level Agreement) and client satisfaction.

Team Center City is responsible for assisting six Sales Managers and their direct reports. This includes the Bucks Sales Team, King of Prussia Sales Team, two Center City Sales Teams as well as the GEM and National Sales Teams with a combined account base of approximately 4400 MIF.

Field Service Representative 5 Team Leader/Supervisor November 2001 through July 2005

An FSR5 is responsible for all service activity revolving around a 3700 MIF. Including the supervision of all assigned technicians, technician training, team KPI and help calls. This position requires a strong background of Ricoh analog and digital multifunctional office products, strong customer relation skills and multitasking ability.

Regular activities include: maintaining Ricoh multifunction office products, taking charge of and resolving problem accounts (equipment and customer relations) and providing technical support for other technicians.

Keystone Digital Imaging a Ricoh affiliate Broomall, PA.

Senior Field Technician August 1994 through November 2001

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