Field Service Manager

Mark Colletti

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

**** ***** ****** *****, **

262-***-**** C, 262-***-**** H

Operations Manager

CAREER SUMMARY

Extensive Operations Manager background, accountable for multiple sites, profitability, direct reports included Site Managers. Strategic Customer Service Manager Professional with strong interpersonal skills and demonstrated success in developing trust and influence with both customers and colleagues. Service and Service Management background, specific experience with team leadership and development. A catalyst for innovative operational and technical expertise, product service, and sales initiatives, positively impacted overall customer satisfaction.

PROFESSIONAL EXPERIENCE

Area Operations Manager/Integrated Account Manager II, 5/2006-Present

Manages, mentor and lead up to 8 Site Managers, 70 employees, 16 accounts. Accountable for over $800k monthly revenue and margin improvement. Responsible for renewals, site growth, expansion and new service offerings. Accountable for Employee growth, retention, development, recruiting and counseling.

Consult with sales, analysts, and various vendors to implement improvements/new site openings

Assist in providing a positive organizational image to the clients, general public, shareholders and the community

Actively recruited, hired, trained & motivated employees, promoting high quality staff as career enhancement

Utilize a collaborative career planning process to retain accumulated knowledge, skills, and ability while providing additional experience, and skill enhancement for Site employees

Specialize in managing large Fleet Multifunctional devices and software contracts in the Northern Illinois, manage SDM’s and Fleet Managers up to thousands of devices

Collaborate with team leaders, team members, and customers to implement a solutions, or initiatives, and Site implementations

Lead monthly account meetings with key customer contacts inclusive of contractual obligations, current initiatives and value added services

Actively managed individual site locations to exceed profitability expectations by over 10 percent

Accountable for P&L all sites, including purchasing, inventory, supply, audits and certifications, retail accountability, recruiting and staffing, performance appraisals, merit increases and budgeting

Field Service Manager 3/95 - 5/2006

District Service Manager 3/98 -12/00

Manage, leads and supports a team of highly trained service technicians. Ensures technical assistance and information is provided to IKON end-product users to prevent or resolve issues with product performance.

Accountable for overseeing (3) three Field Service Managers and over (50) fifty technicians responsible for installing, repairing and maintaining field installed equipment.

Developed and maintained a strong dealer and customer network through on site visits

Exceeded contracted service level agreements as well as corporate and district sales objectives for retail growth

Increased market share and upgraded dealer network

Managed day-to-day operations with respect to customer service

Managed exempt and non-exempt employees through performance improvement goals

Directs all field service operations and supervises Field Service Technicians (up to 20)

Service Manager of the year 2003, 2004

Customer Service Manager of the year 2003

Nominated to Stellar Performer Club 2001

Camadon, Vernon Hills and Wheeling, IL 6/90 – 3/95

A $25 million dollar distributor of Networked Digital Copiers, Printers, Digital Color Copiers/Printers, Rebuilt copiers, Facsimiles and Copiers.

Field Service Manager 4/92 - 3/95

Managed, strategically directed and supported a team of over (20) twenty Customer Service Technicians to ensure on-time delivery of cost-effective and quality product service as well as technical expertise and assistance to Camadon customers. Prevented and resolved issues with product performance.

Ensured the highest level of external customer satisfaction

Recruited, hired, trained, motivated and lead a team of (18) eighteen Service Technicians

Trained Junior Field Service Managers to successfully represent the organization

Interfaced and developed strong customer/client relationships

Maintained outstanding service relations with over 3500 customers

Managed existing and new service contracts

Field Service Supervisor 6/90 - 4/92

Responsible for successfully supervising Toshiba customer base in Chicago suburbs.

Ensured a high level of external customer satisfaction through achievement of service goals and objectives

Rated Top Technician in Chicago Marketplace from 1991-1993

Presidents Club 1991

Distinctive Business Products, Lombard, IL 4/89 – 5/90

The largest Toshiba distributor of office products in the Chicago area.

Successfully maintained a full line of Toshiba copiers

Maintained facsimiles and typewriters

EDUCATION

Naval Electronics & Training Schools

Orientating toward Bachelor degree

Oakton Community College, Des Plaines IL.

Notre Dame High School, Morton Grove IL.

PROFESSIONAL/OTHER INVOLVEMENTS

United States Navy, Fire Control Technician

Maintained and operated Fire Control Radar for 5” guns on DDG-12 Guided Missile Destroyer

Achieved rank of E-6 within 5 years

Maintained Harris Snap ll computer system

Selected as a premier member of ship Self Defense Force, ASROC Nuclear Guard

Elected to numerous committee & human relations counsels

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