JAMIE BELL

214-***-**** ad4142@r.postjobfree.com linkedin.com/in/jamiebell318

NATIONAL SERVICE MANAGER

Organized, collaborative service management professional with demonstrated success in optimizing customer service levels and monitoring service events and field technician activities to ensure a cost effective and balanced work schedule. Ability to resolve escalated customer and field technician issues and ensure proper procedures are followed. Key competencies include:

• Program Development • Field Service Network Management

• Sales Support / Quality Assurance • Customer / Manufacturer Relations

• Failure Mode Diagnosis / Repair • Technical Training / Delivery

• Warranty Administration Support • Leadership / Team Collaboration EXPERIENCE

WATER, INC., Carson, CA 2014-Present

National Service Manager – Remote, Dallas, TX

Ensure service is provided for dealers and customers at approximately 100 service companies for water and appliance products in 10 states. Oversaw training, productivity, and morale for internal staff. Manage warehouse organization, inventory, and quality control of damage and product failure.

• Manage and train internal staff of five, performance reviews and handling escalated issues involving customers and dealers.

• Promote and ensure annual training for all authorized servicers, and liaison between Manufacturers, Product Dealers, and Service Contractors.

- Coordinate, schedule and deliver training venues to maximum audience that ensures consistent and valuable training for product including failure mode diagnosis and repair, and proper use of service industry software and/or website.

- Accommodate Director of Consumer Affairs in providing product training for Customer Care Center personnel.

- Arrange all domestic hotels, travel, training and product - setup, presentations and tear down.

- Serve as Speaker at seminars, design PowerPoint presentations followed by beneficial Q/A

- Provide video training for product knowledge/YouTube.

- Conduct hands-on product teardown to provide knowledge to employees and outside partners.

• Ensure each Dealer has an adequate portfolio of authorized independent service contractors that provide 100% service coverage.

• Provide warranty administration support for parts, service, product exchange, issue resolution and claims processing.

• Accountable for parts inventory management, parts ordering, and product organization.

- Provide technical information for Use and Care and product brochures.

- RMA/RGA for product return

- Follow up with credits to be issued from manufacturer.

- Refurbish products before stock to sell for profit.

• Prepare technical bulletins and all information to support service companies and technicians.

• Collaborated with manufacturers to create new water products to be added to the current lineup of products distributed.

Jamie Bell – 214-***-**** Page Two

ASKO APPLIANCE, Plano, TX 1993-2014

Regional Service Manager – Remote, Dallas, TX (2003-2014) Accountable for 600+ service companies in a territory consisting of Central, Midwest, West Coast of US and western Canada. Identified open markets, evaluated prospective service candidates, enlisted and contacted Independent Service contractors. Analyzed and resolved complex client and customer issues.

• Arranged all domestic/international travel logistics including hotels, travel, training and product preparation.

• Oversaw technical writing, service bulletins, new product updates, and work with international manufacturer to provide proper information for the U.S. market.

• Authorized/managed service companies on products including training, updates, rates, special authorizations, exchanges, and resolving elevated customer issues in timely manner.

• Provided Dealer and Regional Sales Manager support in areas including:

- Field service network with parts, service, and warranty resolution

- Counsel/advice on the delivery of "World Class" customer service

• Provided reports on territory regarding failure analysis, top service companies, service calls with parts used and no parts used.

- Worked with Parts Distributor to ensure inventory was kept at proper levels, credits to be issued for faulty parts, review of service claims being made for parts and labor payment.

• Member of ASKO USA Quality Team:

- Leader in weekly Quality Team meetings via phone conference/Skype

- Quality Team leader submitting emerging quality issues for review and compensation programs; conducted field product reviews to validate various quality resolutions.

- Provided Quality Team with parts failure analysis, products with failure mode reviews and early detection on high volume used parts.

• Contacted selling dealers to assist and determine level of satisfaction with service support.

• Attended trade shows, open houses and other sales functions as required for support in service; provided internal employee sales and service training. Lead Technical/Customer Service Manager (1998-2003) Parts and Warehouse Manager (1993-1998)

TECHNICAL

Word, Excel, Outlook, MAS 200, Service Bench, PowerPoint