Director, Technical Customer Services

BRIAN J. WILLIAMS, MSEM

Franklin, WI • 262-***-**** • ********.***@*****.*** • Linkedin.com/in/brianjwilliamswisconsin

Director of Technical and Customer Support

Leveraging people and innovative processes to create operational strategies that deliver outstanding technical customer service.

Dynamic and results-oriented business professional with a strong focus on leadership, data analysis and strategic decision-making. Proficient in aligning people, processes, and technology to meet organizational objectives. Demonstrates expertise in translating business requirements into technical specifications and effectively communicating complex data findings. Collaborative and adept at resolving business challenges by working across functions and engaging stakeholders. Skilled in understanding intricate systems and processes, and adept at developing proactive and reactive models. Possesses excellent business acumen and communicates with clarity and transparency. Proven track record of delivering impactful presentations and updates to senior leaders and key stakeholders.

●Data Analytics

●Leadership

●Project Management

●Team Building

●Effective Communications

●Customer Operations

●Continuous Improvement

●Lean Manufacturing

●Statistical Analysis

●Training & Mentoring

●Education & Instruction

●Process Efficiency

●Customer Experience

●Management

●Engineering

Cultivating Relationships

Professional Experience

The WALBEC GROUP - CONSTRUCTION RESOURCE MANAGEMENT • Waukesha, WI • 2023 to Present.

Family-owned construction company providing professional construction and engineering services in addition to producing quality construction materials.

Technical Services Area Manager

Demonstrated ability to develop a high-performance culture by leading, mentoring, and motivating a team of supervisors and quality control technicians. This includes fostering an inclusive environment of open, honest, and effective communication, promoting autonomy and personal growth, and effectively managing performance.

Implemented a Leadership Development Program in collaboration with a 3rd party consultant, aimed at building a pipeline of future leaders within the Technical Service Team.

Develop and institute performance metrics that focus on Safety, Data Quality and Timeliness of entry, and Customer Satisfaction.

Spearheaded a cross functional team to map “Hot Mix Asphalt” test procedures and reporting process.

oAchieved improved documentation procedures and implemented an audit function ensuring compliance with WisDOT &IDOT specifications and reporting requirements.

NORTHSTAR MEDICAL RADIOISOTOPES • Beloit, WI • 2021 to 2023.

Nuclear medicine company that develops and produces reliable, environmentally friendly diagnostic and therapeutic radiopharmaceuticals to address critical patient healthcare needs.

Contact Center Manager

Provide leadership to Customer Contact Center team, including Technical Support, Warranty, and Customer Services. Created infrastructure for successful execution of customer support and customer care, utilizing data to drive KPI development and track cost of service and product pricing.

●Build postproduction customer facing processes for Order Entry, Issue Resolution and Escalation, and delivery communications.

●Design and collaborate on development of ERP Install base to track customer used products and assemblies.

●Initiated use of Salesforce administration, mapped features to business processes, and provided Salesforce Service Cloud Administration and Enhancement services.

●Developed and delivered customer feedback survey through cross-functional collaboration, resulting in streamlined call routing process and multiple feedback channels for customer inquiry.

CREE LIGHTING/CREE INC. • Racine, WI • 2017 to 2021

Industrial lighting manufacturer worth $1.8B

Technical Support Manager

Hired to serve as local manager to deliver hands-on support and provide direction and management of a team of 14 employees delivering technical support and RMA/Warranty services to commercial customers. Oversaw operations and a $1.5M budget. Successfully incorporated analyses as a standard part of doing business, utilized technology to illustrate customer service impacts on financial health and customer satisfaction.

●Reduced $11M in yearly returns by 50% through effective cross-functional collaboration and build out of Salesforce and tech support team to determine product viability and discover reason for product failure and return.

●Decreased case-processing time by 70% and drove review process aimed at awareness of catastrophic fixture failure.

●Designed and implemented workflow within Salesforce to enable auto-routing of case load, eliminated manual processes, and reallocated resources to focus on customer inquiries, adding 15% case processing capabilities.

●Initiated Product Specialist Training between Operations and Manufacturing, and company-wide professional development training programs designed to evaluate employee skills and potential employment paths.

BRADY CORPORATION • Milwaukee, WI • 2014 to 2017

Industry labeling manufacturer providing products for all industries with $1B in annual revenue.

Technical Support Manager/Customer Service Manager

Led team of 22 Technical Support staff assisting distribution partners, end users, and sales staff, and managed a $3M annual budget. Hired to turn around departmental performance and reputation. Assessed operations, sought feedback from team members and customers, reviewed KPI’s, and developed a strategic plan based on findings. Utilized lean methodologies and shared data from new metrics company wide.

●Generated $400K additional revenue and built a new division to support new products and revenue streams through process improvements automating scanning of labels to increase sales.

●Developed and taught Team Lead training programs designed to train the lead on multiple platforms and how to deliver staff training, as well as overall effective people management.

●Increased first call resolution from 60%-92% within 2 years of measuring as a KPI.

●Created $1+M annual additional revenue via collaborative Technical Support-Sales streamlined approach to technical specifications.

●Utilized LDM (Lean Daily Management) Board to highlight and review KPI’s daily. Approach incorporated team members, other departments, and executives from across the organization.

WE ENERGIES • Milwaukee, WI • 2000 to 2013

$8B electric utility company serving Wisconsin and Michigan.

Customer Service Supervisor, 2007-2013 Senior Service Manager, 2005-2007 Customer Service Technician (Distribution System Design), 2003-2005

Computer Systems Specialist, 2000-2003

Progressively promoted to lead cross-functional teams of 18-32 employees across enterprise functions, based on outstanding personal performance, highly regarded reputation, deep knowledge of products and services, and ability to identify and fix issues while engaging team members. Focused on four different service centers over 6-year tenure.

Education & Training

Milwaukee School of Engineering • Master of Science,

Engineering Management

ITT Technical Institute • Bachelor of Applied Science,

Electronics Engineering Technology

US Navy, USS John F. Kennedy • Aviation Structural Mechanic, Norfolk, VA

3 years active duty + 3 years reserve duty

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