Service Field

Hal C. Manta

**** *. ****

Park Ridge, IL. *****

Phone 773-***-****

Email: **********@*****.***

Summary: Professional Field Service and Service Operations

Manager/Director with extensive management experience. Highly

motivated and customer driven. Prominent skills include

customer relations, productivity motivation, profitability

analysis, proactive organizational structuring, and a strong

command of communication skills, both written and verbal with

a progressive track record of demonstrated success in

demanding positions.

Professional Experience:

Carter Brothers Security Services, LLC

800 S. Jolie, Oakbrook, IL.

2013 - Present

Market Operations Manager

Chicago Metro Area

. Coordinated and managed day to day field service

operations regarding installation and repair of all

AT&T DIGITAL Life security systems.

. Managed a highly diversified technical staff to

achieve team goals and objectives.

. Prioritized daily work assignment schedules.

. Managed and motivated technical staff to meet and

exceed established corporate metric objectives.

. Achieved number one metric ranking of all Carter

markets based on AT&T established metric criteria.

. Directed training and additional technical aptitude

information.

. Scheduled customer on site visits and met principle

customer liaisons on a regular basis. Performed on

site field inspections and customer relations.

. Acted as the daily primary liaison with AT&T area

management team to insure performance goals and work

load completion schedules.

Kelley Imaging Systems

8725 S. 212th St., Kent, WA. 98031

2011 - 2012

Manager, Service Operations

Seattle Metro Area

. Responsible for day to day service operations which

include Scheduling, Parts ordering, Service

training, Service Management - IT and Hardware,

Customer satisfaction and Service Department

metrics, performance reviews and profitability

accounting.

. Established and maintain all policy and procedures for

the Service Department including scheduling, training,

and part and supply ordering. 30 years of problem

solving experience.

. Established and maintained all policies and procedures

for Account Receivable and Accounts Payable, HR,

Payroll, training and software selection.

. Scheduled and coordinated all technical training

requirements for field service staff members.

. Responsible for inside sales which includes maintenance

agreement sales and renewals, Government and County

sales, Major Account acquisition and retention.

. Reduced field operating expense 18% through parts

inventory control and management.

. Scheduled service reviews with selected high profile

customer sites.

. Scheduled QBR with account executives and Customer

Relations Managers.

Pitney Bowes

Integrated Print Services

205 N. Michigan Ave., Chicago, IL.

2009 - 2011

Manager, Regional Customer Care

Chicago Metro and New York Regions

. Management of all Field Service functions at the

regional level.

. Revised and augmented core staff responsibilities.

. Formulated business plans for all assigned regions.

. Designed and implemented new account assignments for all

staff members.

. Forecasted regional budget requirements.

. Implemented preventive maintenance programs in both

Chicago and New York metro regions.

. Defined and monitored all staff goals and objectives.

. Reduced asset expense by twenty percent while improving

key field performance statistics.

. Assigned and monitored all technical training

requirements for all technical personnel. Including

hardware and network certifications.

. Scheduled QBR with account executives and Customer

Relations Managers.

. Scheduled customer on site visits and met principle

customer liaisons in both regions on a regular basis.

. Scheduled and completed all staff performance reviews.

.

Mitutoyo America Corporation

965 Corporate Drive, Aurora, IL.

2005 to 2007.

National Field Service Manager

. Management of National Field Service Operations of

Digital and Analog Precision Measurement Devices.

. Day to day operational management of 75 Service

employees, including Service Dispatch, Parts/Inventory

Distribution and Service Billing departments.

. Responsible for implementation of IFS operating platform

service module.

. Established all policies and procedures into a manual

and on-line database.

. Created 27 new service on-line reports for

productivity measurement.

. Implemented Inventory Control audits and cycle counting.

. Improved gross revenue by 35% thru improved cost

analysis.

. Restructured maintenance pricing policies.

. Developed individual production benchmarking.

. Reorganized parts distribution methods and procedures.

. Established published guidelines and job descriptions

for the entire Field Service Organization.

. Defined technical career path for Service and Repair

Engineers.

. Implemented Sales lead program driven by Service

Engineers.

. Revised maintenance contract commission structure.

. Established escalation procedures within Field Service.

. Reduced variable expenses by 30% while improving service

performance.

. Implemented Zone and Page Scheduling for service calls.

. Reduced response time to customer base by 56%.

WMS Gaming, Inc,

800 S. Northpoint Blvd., Waukegan, IL.

2001 - 2005

Operations Manager, Part Sales

. Management of daily parts distribution to all domestic

and international Regional Sales/Service offices and

related customer OEM direct orders.

. Responsible for $35 million in annual revenue, increased

gross profit margin by 33%.

. Daily Management of a direct staff of 7 field service

managers and 7 parts managers.

. Overall Management of reconditioning parts department,

spare parts procurement, OEM and parts distribution

operation.

. Established Part Sales policies and procedures

including; verification of order distribution and

fulfillment, pricing guidelines and consolidation of

database information to insure data integrity.

. Established overall management of Part Sales Conversion

Kit production to facilitate end user implementation.

. Direct support of all Field Service functions for

regional branch offices.

Canon Business Solutions Inc.

425 North Martingale Road, Schaumburg, IL

1987 - 2000

Branch Service Manager, Operations

. Effective day-to-day management of field service branch

in support of 8000 customers.

. Design, coordinate, and implement various proactive

programs developed to increase customer satisfaction,

perception, and productivity of field service

operations.

. Annual revenue of $12.5 million, related profit/loss

analysis. Forecasting internal and departmental annual

revenue, departmental budgeting, and profit/loss quotas.

. Contributed to Canon Business Solutions Inc. in becoming

Canon U.S.A. Inc. largest sales subsidiary.

. Indirect management of Service Field dispatch and Parts

distribution center.

. Administered initial testing of Quality Assurance

Program: for Canon color laser copiers. Canon and their

National Dealership Network adopted variations of this

program.

. Conceived and coordinated internal Major Account Review

Program.

. Implemented branch National Account service review

program.

. Created the Account Management Program, to facilitate

all functions of field service operations.

. Performed Technician Performance review system.

. Implemented technical process benchmarking.

. Improved Service Department net profit margin from 29%

to 46% thru proactive and innovative service programs

designed to increase customer satisfaction.

. Implemented customer satisfaction survey to measure

results of new programs.

. Increased residual service contracted revenue base from

86% to 97%.

. Reduced customer field on-site response time from 7

business hours to 4 hours or less.

. Conceived and designed Customer Service Satisfaction

Guarantee, offering guaranteed response time, up time

percentage and parts availability guarantee.

1985 - 1987

Field Service Manager

1984 - 1985

Field Service Technician

Education: DeVry University

Chicago, IL

Associate Degree, Electronics Engineering

. Completed Customer Satisfaction Skills management

certification. 30 day off-site certification thru

American Management Association.

. Completed Fundamental Leadership Skills management

certification. 30 day on campus certification thru

American Management Association.

. Completed Service Financial Improvement Skills

management certification. 30 day on campus certification

thru American Management Association.

. Completed Inventory Control for Maximum Profitability

Skills certification. 15 day on campus certification

thru American Management Association.

. Completed WMS Institute Continuous Management

Improvement certification. 20 day off-site

certification.

. CPIM Certification.

. Utilized various operating systems and platforms

including: AS-400, DDMS, Oracle based applications, eA

and IFS.

References: Business and Personal references available on request.

Contact this candidate