Manager Service

Boyd W. Perkins Greater Charleston SC Area 843-***-****

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

https://www.linkedin.com/in/boydperkins/

Easily Relocatable

Customer Support & Field Service Professional

Customer focused service professional with broad experience in field service management and operations with a proven track record of achieving operational objectives. Highly skilled in setting and achieving key performance indicators, implementing process improvements by making “decisions by data”, managing projects, and evaluating performance with a thorough understanding of comprehensive business functions. Excellent communication and interpersonal skills with demonstrated ability to successfully align and collaborate with cross-functional teams.

Advanced technical proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), MS Visio, MS Project, Salesforce, Field Service 360 and web-based applications. Highlights of Expertise

• Customer Care and Management

• Team Building & Leadership

• Service Operations

• Best Practices/Standard Work

• Process Redesign

• Cross-Functional Team Management

• Business Technology Savvy

• International Collaboration

• Cost Tracking/Savings

• Relationship Building

Professional Achievements

• Strategic Initiatives: Successfully oversaw project designed to reduce system ‘length of time to install’ schedule by 25%.

• Customer Care: Created and drove daily parts delivery data tracking system to collect, format and provide data used for implementing change resulting in increased customer satisfaction feedback scoring by 15%

• Key Partnerships: Served as main service intermediary spearheading development of objectives and processes overseeing implementation and ongoing relationship with several key servicing partners.

• Project Management: Managed US based installation team sent to Australia that successfully reduced projected upgrade schedule timeline 35%, improving from projected 22 days down to 14 days.

• Product Launch: Starting from zero hired 26 employees over 18 months to support the launch in North America of a ‘new to industry’ digital printing technology. Professional Experience

EFI – Electronics for Imaging - Industrial Printing Business Unit NORTH AMERICAN SERVICE & INSTALLATION MANAGER (December 2017 - Present) Managed all new system installations and ongoing service and support. Reported to Worldwide Industrial Printing Service Director based in Spain.

• Promoted to Installation and Service Manager for North America for the newly formed EFI industrial printing business unit based in Spain

• Hired and managed the inaugural 26 service and support team members for North America

• Managed and coordinated a total of $60M in system installations (15 systems) over calendar years 2018 – 2019, meeting or exceeding committed installation deadlines DISTRIBUTION PARTNERS SERVICE MANAGER (May 2011 – July 2018) Direct and coordinate all facets of field technical support activities for distributing partners customer base spanning North America. Reported to Service Director of the Americas.

• Managed 7 US&C Regional Distributor relationships (Nazdar, Xpedx, Konica Minolta, Ricoh, Cansel, Midwest, Veritiv).

• Partnered with internal sales/marketing support to formulate communications documentation and certification criteria corresponding to Distributor success.

• Hosted weekly service conference calls for each distributor partner covering topics of equipment upgrades, technical newsletters, service engineering, part orders and telephone support

• Trained each partner on our service methods, policies and procedures

• Developed and implemented program distributors to not only service their end customers, but assist EFI with servicing its customers (break/fix and installs)

• Responsible for review and approval of invoicing from partners FIELD SERVICE MANAGER, EASTERN REGION, US&C (April 2005 – May 2011)

• Managed Eastern Region of US&C, team consisted of 15 Field Service Engineers

• Responsible for meeting on-site response time commitments for 612 printer placements within Eastern Region

• Responsible for maintaining and staying within budget for all service expenses within region

• Responsible for insuring FE’s maintain trunk stock accuracy for half a million dollars in inventory

• Key contributor in development and implementation of web-based case management system enabling data capture/integration to SAP and Salesforce

• Work closely with internal Sales Organization and Multiple Distributors FIELD SERVICE SYSTEMS SUPPORT ENGINEER (August 2002 – April 2005)

• Provide on-site hardware support, customer product training encompassing operation of the printer as well as file preparation (pre-press, color management).

• Team leader for group of 10 field engineers located across the country.

• Provide input for all service, installation and user documentation.

• Lead installer for all beta units providing detailed daily reports on progress and equipment performance.

Additional Experience

Product Operations Manager, Themed Entertainment · Eastman Kodak, Rochester, NY Project Manager, Themed Entertainment · Eastman Kodak, Rochester, NY Service Support Engineer, Themed Entertainment · Eastman Kodak, Rochester, NY Software Support Engineer, BIS KOM Products · Eastman Kodak, Rochester, NY Field Service Engineer, Copy/BIS Products · Eastman Kodak, Rochester, NY Education

• St. John Fisher College, Computer Science Studies

• Rochester Institute of Technology, Computer Science Studies

• Connecticut School of Electronics, Certified Electronic Technician Professional Development

Service Strategies - Team Leadership, Service Strategies - Leadership Essentials, Web Page Development, C++, Unix, Visual Basic, Excel Macros, Microsoft Project, AutoCAD, Adobe Photoshop, Adobe Illustrator

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