Technicals Service Manager

Daniel H. Anthony

***** *. **** ****

Peoria, AZ 85382

623-***-**** (Mobile)

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

Field Service Manager with over 25 years of success in leading Field Service Teams to levels of performance ever achieved. Expertise and Passion include building Top Tier Field Service Teams to improve everything from Exceptional Response Times, First Call Fixes Problem-Free installs, to ensure SLAs and KPIs are more than just met. I achieve this through hiring the right technical professionals the first time, setting crystal clear expectations, daily coaching, holding everyone accountable, and growing a very positive culture based on teamwork and trust.

GENERAL DYNAMICS – Service Manager - Aug 2014 to Current

Managing of a Team of Technicians and Local System Analysts.

Directing of staff and resources for specific call assignments.

Ownership of escalations to ensure proper action plan is implemented.

Staffing (recruiting, interviews, on-boarding) as well a disciplinary actions up to and including separations from the business when appropriate.

Interfacing with customer base during ride-a-longs to thank.

IT SERVICE - Technical Services Manager - 2011 to 2014

P&L Responsible for Revenue & Expense Plans.

All aspects of Staffing and Coaching of Field Service Engineers.

Scheduling of Daily Call Activities, Installations, and taking ownership of escalations keeping customers closely advised to our plan of action.

Ride-a-Longs with Field Tech on service calls with coaching to building rapport great with customers, politeness & professionalism, and exceptional communication skills with customers to ensure a client never wonders.

Advanced Technical Knowledge from MS Office Suite and A+ Certification.

Parts Management & frequent Field Audits to ensure techs are well equipped to perform first time fixes and the expectation of equipment “up-time”.

Involved in Service Contract Administration, approving of pre-inspection for and T&M invoicing to maximized revenue generation.

Tracking and Publications of all Level of Performance (Key Metrics) including: Response Time, First Call Fixes, Tech Part Costs, Tech Mileage & Fuel Cost, T&M Revenue vs. Contract Revenue and Conversion Rate of T&M Customers, Warranty Work, New Business Lead Program for Techs, and above all CSAT.

NFIB - Division Manager – Arizona, California, Oregon - 2004 to 2011

Daily Coaching of Field Staff and Building a Team of Top Performers.

P&L Responsible with Revenue & Expense Plans.

B2B Selling, Cold-Calling Numerous Accounts Daily, Face-to-Face.

Short and Long Sales Cycle. Focus is always on New Business.

Extensive Staffing responsibilities including Hiring Campaigns, Phone Screening, Face-to-Face Interviews, Job Previews, Written & Verbal Offers.

Lead Teams to Develop and Document Best Practices, Sales Presentations, Administrative Functions, Field Sales Job Descriptions, and Field Training.

Managed, Tracked, Monitored all Aspects of Performance in AZ, CA, OR.

XEROX CORPORATION - District Service Manager - 1983 to 2003

Lead a Field Service Team (32) Technical Professionals across a (7) State Region with over 2500 Customers (Small, Medium, Large Businesses).

All Staffing Responsibilities of Field Engineers, Technicians, Tech Support Specialists, and System Analysts.

P&L Responsibility for $5.5M dollar budget & $11.6M Revenue from H/W & S/W Service, Sales, Professional Services, including Dealers and VARs.

Responsible for all Field Service Escalations & Customer Escalations from Installations to Break - Fix. Compiling raw data for Analysis & Presentation.

Presentations to Major Accounts for Proposals and Bids. Presentations to Xerox Senior Staff regarding District Performance & Customer Satisfaction.

Exceptional verbal / written / presentation skills, Outlook, Word, Excel, PowerPoint, CRM, Oracle, Call Management Systems, Dispatch Systems.

Member of Oracle Launch Management Team across organization 2001-2003

North Carolina Xerox Inbound Call Center Director 2001 - 2002

Logistical Management of Multi-Million Dollar Inventory & Field Parts Audit.

Keeping Customers Satisfied, Updated and Fully Informed was Job 1.

Fleet Vehicle Management, Vehicle Performance Tracking, Maintenance.

Design and Implementation of Sales & Service Territories.

Service Contract Administration and Negotiation.

EDUCATIONAL BACKGROUND

Bachelor of Arts in Management

University of Phoenix.

Graduated UOP – Graduated April 1996

A.S. in Electronic / Telecommunications

West Valley Community College

Saratoga, California

Graduated – May 1982

Xerox Manager Program, Meeting Leading Skills, Listening Skills, Building High Performance Teams, Oracle System & Order Entry, Budgeting for Non-Financial Managers, Hiring Star Talent, P&L Success, PeopleSoft, and HR Courses for Field Managers including Sexual Harassment Courses. A+ Certified PC Technician.

Recruiting Top Talent Part I, Recruiting Top Talent Part II, Integrity Selling, CRM, Train the Trainer, several HR Courses including CA Sexual Harassment, PeopleSoft, Sales 101, Sales 201, Sales 301, Retention: Holding onto Star Talent, Prospecting 101, and Account Management Essentials.

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