Field Service Operations
Resume:
EDWARD THIEMAN
Boca Raton, Florida 561-***-**** ******.*******@*****.***
SENIOR LEADER OF FIELD SERVICE OPERATIONS
Specializing in Repairs & Installations
With a focus on aggressive growth and scalability
Senior Operations Leader with broad and deep experience managing successful field service teams. Focused on culture, quality, continuous improvement, growth, profitability, retention, and team building. Partnered with company owner and executive team to install and implement processes and procedures that took a start-up company with fewer than 10 employees and under $1mm in annual sales to a structured company that grew to over 120 employees and over $100mm in annual sales. After 13 years the company was sold for over $30mm.
Core Competencies
Service Management – Project Management - Problem Solving – Team Building
Operations Leadership Experience
CANON USA, Boca Raton, Florida 1995 to 2023
Canon USA purchased Virtual Imaging in 2008
Senior Director of Field Services Operations 2020-2023
Promoted to oversee the service and installation of Whole-body scanners in Prisons across the country.
Lead the installation and service of 250 body scanners for the Prison system in the USA
Managed remote inventory and all supply purchases.
Took ownership of the implementation of the Fieldpoint Field Service Management Software.
Vice President of Field Service Operations 2018 - 2020
Promoted to increased IBT from less than 1% in 2018 to over 5% in 2019
Led project engineering team to win the approval of the US Military for the purchase, installation and service of over 300 portable X-ray units to be used in field hospitals.
This involved cross functional Military and company teams to achieve full cyber security compliance approved by the Military.
Senior Director 2008 to 2018
Retained by Canon to lead the post -integration of the field service operations team.
Improved quality of all shipped Medical Imaging systems.
Led company-wide conversion from an entrepreneurial based processes and procedures to corporate based processes and procedures.
Developed staging process that reduced installation times by up to 50%.
Implemented 6S processes (Sort, Straighten, Shine, Standardize, Sustain, Safety) in all departments.
Highlights
Oct 2013 to Jan 2014 –managed the installation of 30 scanners for a large BOP order.
oPreviously, company never shipped or installed more than 2 systems in any month.
Sept 2014 to Feb 2015 – managed the installation of 90 systems for a large BOP order.
Managed the installation of over 200 X-ray systems per year across the USA.
Developed systematic technical support processes that interfaced, engineers, customers, suppliers and sales staff.
VIRTUAL IMAGING, Deerfield Beach, Florida 1995 to 2008
Field Service Operations Manager
Hired into a start-up organization.
Grew field service team from 2 to over 50 service engineers.
Maintained 95% uptime for all direct customers.
Shipped repair parts same day ordered for 98% of all orders.
Managed team on high performance standards and goals, including:
oCustomer up time
oManaged preventive maintenance
oCustomer call back time
oOn site response time
oService technician applied time (time on or driving to a service event)
oService technician efficiency (time per service call)
oReturn call metrics
oCustomer satisfaction metrics
oProfitability of the service team
oProfitability of the service technician
Highlights
Designed a robust remanufacturing process of medical Imaging equipment.
oSales grew from $1mm to over $100mm per year.
Reduced installation times of refurbished equipment by over 20%.
2002 - Designed the workflow floorplan for a new facility and managed the construction contractors.
2003 – solved the final requirements to develop the world’s first portable X-ray machine with a portable digital detector.
Managed the implementation of the Great Plains ERP system.
Managed the implementation of the Q-Pulse Quality system software.
Education
AS, Electronic Engineering, Macomb College, Warren, Michigan
EDWARD THIEMAN 2
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