JOHN HUBER

*** ******** **** ****** ************, IL 60048

Home: 847-***-**** Cell: 224-***-****

ad2bck@r.postjobfree.com

CAREER SUMMARY

Accomplished manager with over 20 years of business experience in support

services, call center operations, technical management, depot logistics,

field-dispatch, and service operations. Consistent success in producing

positive bottom-line impact and plan achievement through effective team

management. Strong interpersonal and communication skills with a solid

track record of streamlining operations, controlling cost, developing

talent, and improving productivity.

EXPERIENCE

Life Fitness Rosemont, IL

2013 - Present

Life Fitness is the global leader of the fitness industry with commercial,

professional and home fitness products that have a reputation for being

durable, reliable and on the cutting edge of both technology and design.

CSS Sr. Call Center Manager

Reports to the VP of Service, managing a departmental organization of 50+

agents, Workforce Analyst, Trainer, and 3-Supervisors. Processing 30,000-

40,000 transactions a month supporting field service, parts ordering, and

technical support functions. Oracle, R12 OBI, Moxie, Shore-Tel business

systems.

SYSMEX AMERICA Lincolnshire, IL 2007 - 2012

Sysmex is a global leader in the design and development of innovative

clinical diagnostic and medical device equipment and clinical information

management systems.

Internal Service Manager 2011 - 2012

Reported to Director, Technical Services; managed a staff of 11.

Responsible for escalation phone support, in-house instrument service and

maintenance, FDA audits and reviews, and Depot repair business. Worked

with marketing and sales organization to identify opportunities for new

product placements and expanded market share. Supported the Sales

Contracts organization in providing clinical support, depot exchange, and

repair service. Managed large system pre-installation assembly team.

. Consistently met goals for repair turnaround time and customer

satisfaction.

. Minimized equipment downtime by hitting service-avoidance targets.

. Seamlessly relocated a team of 9 from 2 locations to 1 new site.

. Reduced service parts inventory from $250K to $78K

Technical Services Manager 2007 - 2011

Reported to Director, Technical Services. Directly responsible for

supporting Sysmex Hematology and Urinalysis products, as well as highly

technical diagnostic instruments used in small and large commercial

laboratories; frequently traveled to customer sites. Worked with Marketing

to coordinate product launches, field escalations, design change control

procedures, trouble-shooting programs and technical training. Provided

monthly reports on P&L, failure analysis, parts usage and service metrics.

. Successfully launched Sedrate diagnostic instrument to expand Sysmex

presence in laboratory market.

. Supported device clinical trials for oncology study.

. Reported and documented adverse events to Regulatory Affairs

JOHN HUBER Page Two

ELECTRONIC TRANSACTION CONSULTANTS Dallas, TX 2005 - 2007

An integration services business serving the Tollway industry with

transaction solutions utilized by local governments to enhance their toll

management operations. Awarded a $75M Contract with the Illinois Toll

Highway Authority in April of 2005.

Field Service & Operations Manager

Directed a staff of 50. Responsible for 24x7 field service and integration

of plaza operations associated with Open Road Tolling on the Illinois

Tollway system. Accountabilities included fleet and facilities management,

logistical support, field dispatch technologies, and business systems

processing 1.2 Million daily transactions.

. Upon the awarding of a $75M contract by the Illinois Highway Toll

Authority, successfully built and managed the entire field & service

organization.

QUILL CORPORATION Lincolnshire, IL 2004

- 2005

A Division of Staples Co. with $14B in sales of office supplies, furniture,

and technology equipment.

Sr. Operations Manager

Reported to Director, Customer Service and managed a staff of 8. Primarily

responsible for all Quill contact center forecasting, scheduling, planning,

and effective coordination of training programs. Managed operations of 3

major call centers with a total of 600 associates handling business demand

transactions. (5 million calls, 2 million faxes, 3 million via Internet & e-

mail.)

. Consistently met or exceeded KPI metrics

. Coordinated promotional rollouts with Marketing

ZEBRA TECHNOLOGIES CORPORATION Vernon Hills, IL

1994 - 2004

A $500M + manufacturer of direct thermal and thermal-transfer bar code

label and receipt printers, radio frequency (RF) identification

printer/encoders, card imaging printers and digital photo printers.

Products and services provided to customers in 100 countries around the

world.

Technical Support Manager

Reported to Director of Customer & Technical Services and managed an

operational staff of 35, with budgetary responsibility of $2.2M. Managed

multi-site support operations with primary responsibility of providing

distributor, direct retail, and end-user accounts with hardware and

software call-center support, training, and application information. Served

on new-product development teams, identifying and recommending features and

functions from the end-user perspective. Developed technical training

programs and recommended after-market service parts.

. Consolidated three call centers into a centralized model to fully

leverage telecommunications and business systems.

. Successfully launched and supported more than 10 new products.

. Lowered transaction cost from $35 to $12 per incident through the

implementation of various technologies resulting in greater

operational efficiencies.

. Generated $2M+ in revenue from after-market 3rd-party service, fee

based support, and maintenance training programs.

. Developed and mentored associates, resulting in some 30 promotions

into other functional areas such as Product Management, Quality,

Engineering, Sales, and Information Systems.

PRINTING DEVELOPMENTS, INC. Racine, WI 1992 - 1994

A $24M company supplying the graphic arts industry with Bi-metal printing

plates, etching chemicals and plate room processing equipment.

Customer Service Manager

Consolidated the sales administration and customer service functions

resulting in an 8% operational efficiency. Streamlined operations with

automation of the order entry systems. Negotiated Common Carrier freight

rates

BAXTER HEALTHCARE CORPORATION Deerfield IL 1983 - 1991

Product Service Management Division

A Fortune 200 company with $9B annual sales. This division specializes in

the field service and maintenance of high-tech laboratory PC-based

diagnostic equipment.

Clinical Call Center\Operations & Field Dispatch Coordinator

1987 - 1991

Responsibilities included: coordination of dispatch/customer service call

center processing 40,000 calls a month; ACD environment; dispatching to a

field service force of 300 in a 24 hour operating environment.

. Successfully consolidated two Customer Service departments through the

development and implementation of employee cross-training programs as

well as systems consolidations that resulted in a headcount reduction

and improved productivity while maintaining on-target performance.

. Implemented an automatic paging computer system that reduced paging

work-in-process time by 5,500 hours annually for a department

productivity improvement of 10%.

. Supported other divisions such as Caremark after-hours home nursing

division supporting IV Pumps and other Medical Devices such as Insulin

Pumps working with Hospital Pharmacy Staff.

Customer Service Representative 1984

- 1987

Responsibilities included processing customer orders, returns, and

credits. High emphasis on expediting overnight or same-day shipping

services within a mission-critical laboratory environment. Processed

purchase orders with over 500 corporate and non-corporate vendors.

Warehouse Distribution 1983 - 1984

Responsible for staging freight in warehouse for distribution to customers,

or for distribution to 21 other Baxter centers. Shipping and receiving

duties included working with common carriers as well as Baxter's other

manufacturing or distribution divisions.

EDUCATION

MBA Lake Forest Graduate School of Management, Lake Forest, IL

BA Business Administration Greenville College, Greenville, IL

ASSOCIATIONS

NASM - National Association of Service Managers

AFSM - Association for Service Management: 2003 Chicago Chapter President.

HDI - Help Desk Institute

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