Customer Service Manager

Michael Cassidy

Oakville, Ontario

+1-905-***-**** (Cell)

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

CAREER OBJECTIVES

. To continue my development as a result orientated and self-

motivated leader and challenge my abilities to reach a higher

level of performance while making a substantial impact on an

organization

AWARDS & ACHIEVEMENTS

. International management experience over the last 8+ years

. Branch Manager Excellence Workshop, AED University

. Service and Parts Management-Unit 1, Quest

. International Management Program - Stockholm School of Economics

EMPLOYMENT HISTORY

Jan.'13-Present Atlas Copco - Regional Marketing Manager Americas

Antwerp, Belgium

-Interface with & challenge regional organizations within

the Americas

to achieve sustainable growth. Achieved growth in first

year 10.8%.

-Develop and implement a marketing strategy and business plan for

each country including pricing, sales channels, segment

management and operations

-Work with local organization on managing Profit & Loss Statement &

Balance Sheet

-Ensure focus on all 3 Construction Technique Service

Business lines by providing product, application and

commercial support

-Project leader for Consumables, development and launch of

new product portfolio- Milling Bits.

Jan.'10-Dec.'12 Atlas Copco RCE - Marketing Manager Parts & Services

Nacka, Sweden

-Responsible for customer support teams located at

factories in

Sweden, Germany, China and USA

-Develop and build new global Product Management teams located in

Germany, Sweden and China

-Develop channel management strategies and create marketing

initiatives

-Develop product mix, dealer incentive and evaluation

programs,

-Support and assist International Customer Centers and

Dealers to manage and develop their territories

Jan.'07-Dec.'09 Dynapac AB - Operations Manager, Global Parts & Logistics

Malmo Sweden

-Responsible for customer service teams and global logistics

-People management: 5 Department Managers and a total staff of 25-30

employees located in Sweden, Germany, China and USA

-Improve key performance indicators such as Global availability 90%+

and reliability 95%+ while reducing overall inventory

globally by 21%

-Travel extensively internationally, working with local offices to

develop sales initiatives while increasing market share and

profitability

-Project Leader for RCA integration into both Power Tools

Distribution in Europe and Atlas Copco Drilling

Distribution Center for North America

Aug.'05-Dec.'06 Champion Road Machinery Sales Ltd.- General Manager

Brampton, Ontario

-Responsible for overall management of Branch reporting to

President

-Review financials, trends and variances

-Develop staff through mentoring, hiring practices,

performance appraisals and established plans of employee

development

-Responsible for 3 departmental managers, and a total staff

of 35-40 employees including a product support field sales

team

-Act as interim Service Manager responsible for 22 Field

and Shop technicians, estimating, scheduling, and warranty

-Managed direct sales through Parts and Service between $5-

10 million

-Build and expand key relationships at OEM and Retail

levels

-Assess, develop and implement policies and procedures and

recommend best practices in order to provide high level of

customer service while achieving profitable revenue growth

-Oversee all branch collections ensuring accounts are

current and resolving past due accounts

EDUCATION

Honors Bachelor's degree in Economics

Laurentian University

Sudbury, Ontario 1989-1993

ADDITIONAL SKILLS

Computer Knowledge

Microsoft Word, Excel, PowerPoint, SAP, Lotus Notes

Languages

English and French

REFERENCES

Available upon request

Contact this candidate