Vincent Cesareo

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

631-***-**** acqdoi@r.postjobfree.com

Technical Management Profile

Field Service Manager – Technical Support - Customer Support

Skilled and experienced technical services and project manager with the demonstrated ability to build, revitalize, restructure and direct advanced professional service operations. Highly effective blend of strong technical skills and business relationship management capabilities. Repeated success creating strong teams through effective training, coaching and leadership. Offer well-developed expertise in workflow analysis and process improvement, with the analytical and strategic planning abilities to distill complex issues into their core elements and devise effective solutions. Broad experience in multiple industries.

Operations and Management Strengths:

Strategic Planning & Implementation

Cost Reduction and Avoidance

SLA Management / Crisis Management

Product Management and Support

Quality Control and Reporting

Budget Administration / Management

Operations Analysis / Process Redesign

Team Building and Leadership

Field Service Management

Call Center Operations

Professional Experience

Dartronics - Port Jervis, NJ

Sales Engineer – September 2014 – Present

Provide end of line production solutions and machinery for a variety of industries. Wrapping, bagging, labeling, carton and product lot code and bar code printing. Create solutions using a variety of equipment manufacturers.

Eppendorf North America Hauppauge, NY

Technical Service Manager – Third Party Service Manager (2011 – 2014)

Manage technical service support for multiple product lines consisting of Ultra-Low Freezers, CO2 Incubators and Incubator Shakers used in Bio and Medical Research laboratories, parts, service and logistics.

Manage field service using a network of one hundred plus dealers and third party service companies throughout the U.S. and Canada.

Provide technical phone support to third party service personal and in house technical staff.

Produce product quality reports for engineering and production departments to encourage design and production modifications

QC reporting increased reliability and functionality. had a profound impact on product dependability and allowed sales growth of previously troubled product lines.

Payment approval of third party repair and installation invoices.

Customer Service management

Use of SAP to account for part stocking levels, consumption and warranty reimbursement

Positive Results Wellness (2009- 2011) Life Coach – Corporate and Public Speaker

Prudential - Russ Lyon Realty (2006 -2008) Real Estate Sales

Nikon Instruments Inc Tempe, AZ

National Service Manager (2001 to 2006)

Recruited to restructure a service organization supporting sales and service of complex equipment used in the front-end manufacturing process for semiconductors. Charged with developing and implementing wholesale improvements involving workflow, staffing levels, business strategy, and policies and procedure. Collaborated across functions and levels to solidify understanding of business requirements and develop targeted solutions. Prioritized needs and managed scheduling. Managed a $450K expense budget and a $1.5M payroll budget.

Developed the existing Nikon SITECH department from a four-person team into a structured and effective division with 20 well-trained employees working across eight locations.

Managed more than $4M in non-warranty contracts for customers including Intel, Texas Instruments, Infineon, Wafertech and Fairchild Semiconductor.

Supported the Nikon Sales team with equipment installations valued in excess of $100M.

Coordinated a full range of technical and support activities that included installation, repair, preventive maintenance, and engineering change upgrades, maintaining direct communications with customers during critical projects.

Represented Nikon in sensitive customer meetings and negotiations

Document installations with tracking mechanisms to ensure timely maintenance.

Established a new international service operation in Ireland to serve the European market. Hired foreign nationals and transferred US-based employees. Addressed local and legal issues in setting up the service business, including a remote parts depot. The European operation supported $16M in incremental equipment sales.

First Consultant Group / New York Presbyterian Hospital System – New York, NY

Call Center Help Desk Manager (2000 to 2001)

Accountable for Help Desk operations, Call Center, and First and Second Level remote support for a community of users in excess of 14,000. Focused on evaluating and improving services to improve deficiencies and reach previously unattainable Service Level Agreements (SLA). Managed a staff of 20. Negotiated reasonable SLAs with business units. Proactively represented the customer within the IT group.

BNP Paribas Investment Bank – New York, NY

Call Center Help Desk Manager / First Level Support / Software Release Coordinator (1997 to 2000)

Directed a client support team servicing 1,000 users dispersed across six international locations. Conducted a top-to-bottom analysis of workflow and operational procedures in an effort to bring efficiency and improved responsiveness to a rapidly growing organization. Combined technical, managerial and customer relationship management skills to improve overall IT services.

Big Apple Computers – New York, NY

Lead Project Manager / Service Representative (1995 to 1997)

Directed a project team assigned to Group Health Inc. Liaison for technical needs across the user community, working with management and client IT resources to resolve problems. Charged with upholding the details of SLA contract. Created and managed the HelpDesk call center.

LMS Technical Services – Farmingdale, NY

Service Manager (1990 to 1995)

Supervised a professional support team of 18 technicians providing diagnostic repair, maintenance and upgrade services to a contract base of 500 small to medium businesses located throughout the Metro NYC / Long Island area. Maintained parts inventory. Accountable for $3M in non-warranty contract services.

Education and Credentials

A.S. Degree in Engineering Science Nassau College – Garden City, NY

Electrical Engineering New York Institute of Technology – Westbury, NY

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