Field Service Customer

David Hitchens

** **** ***** **, *******, NC ****0

919-***-**** / **************@*****.***

Highly motivated leader, High sense of urgency, technically diverse, Customer driven professional with 20 plus years’ experience in Field Service & Sales. Demonstrated ability of team work and dedication, this has led to the resolution of problems quickly and efficiently. Areas of expertise include: Account Management • Time Management • Technical sales • Problem solving • High urgency Business Analytics • Customer Service • Cost Reduction • Communication • Electro-mechanical expertise Quality Improvement • Presentations • Contract negotiations • Sales • Personnel Development • Leadership VLM • Automation • VFC • Conveyor

Experience

Key Account Manager, Industrial Battery & Charger, Inc. September 2024 – Current IBCI is the leader as a Power provider in the Southeast

Manage our Large Accounts and be a Customer advocate in all aspects of the business

Develop relationships with the Service Departments & with Truck manufactures

Work with Accounts Payable / Receivable to resolve open items

Provide Power solutions

Reporting on Power utilization

Lead opportunities to improve the Customer experience Key Accounts Manager, RAYMOND / Carolina Handling May 2011- April 2024 RAYMOND is a world leader in the narrow aisle electric fork truck manufacture, field support and material handling solutions.

Managed the top 20% of the business to ensure that all needs are taken care of and resolved.

Provided material handling solutions for large warehouse situations

Reduced overall costs through proactive solutions to current situations.

Actively participated in each location to be a customer advocate within the business.

100% Account retention & Maintenance contract renewals completed 95% prior to expiration. Recognized as the Customer Representative of the year in 2012 & 2013 Field Service Manager, Tcoag US, Inc. / Trinity biotech May 2007 – May 2011 Stago Diagnostic,Inc. that designs, manufactures and supports laboratory Coagulation instrumentation worldwide purchased Trinity biotech’s Coagulation division.

Responsible for the direction of the Eastern US Field Service group, inventory control, compliance and service related revenue.

Established a 3rd party customer satisfaction program to evaluate the support that we were providing.

Identified costs of service & modified the service contract structure to provide additional revenue to the department to generate an additional $50k YTD 2011 in contract sales

Developed refurbishment procedures for depot level repair that reduced the failure rate of 10 sub-assemblies by over 10%.

Reduced overtime costs identifying gaps that resulted in a reduction of three hours per week per Associate. The benefit of the training was that onsite arrival time improved by 8% and the service interaction was reduced by 8% as well.

David Hitchens

51 Wood Stork Ct, Clayton, NC 27520

919-***-**** / **************@*****.***

Field Service Supervisor, Carolina Handling, LLC June 2005 – May 2007 RAYMOND is a world leader in the narrow aisle electric fork truck manufacture, field support and material handling solutions.

Management and Supervision of Field Service technicians in Eastern North Carolina engaged in the maintenance and repair of 2500 forklift trucks.

Achieved an inventory reduction of $76k by placing accountability on no-move, turns and focused on periodically assessing current inventory.

Associate development ensuring adherence to the 90 day training outline to reduce turn over and keep it below 15%.

Profit growth by 11% over 2006 for a net gain of $200k for the branch. Recognized as the Service Team of the year in 2005 Senior Field Service Engineer, bioMerieux, Inc. June 1999 – June 2005 World leader in laboratory and industrial applications for Microbiology, Immunoassay and Infectious disease automated instrumentation.

Preventive maintenance, repair, installation, upgrades, and post servicing tests to confirm proper operation of medical laboratory equipment in hospitals, reference laboratories, clinics, and industrial facilities throughout the Eastern United States.

Inventory accuracy of 99% on semi-annually conducted reviews on $80,000 worth of parts.

Preventative maintenance completion within 30 days of scheduling 100%.

Overtime required to accomplish territory requirements held at 15%.

Identified as subject matter expert and selected for DAVINCI instrument project. Selected as Field Service Engineer of the year in 2002 Fire Controlman Petty Officer 2nd Class (SW), U.S. Navy August 1993 – June 1999 Supervising and performing Fire Control work center daily preventive maintenance and corrective maintenance to ship’s Fire Control RADAR and 400 Hz power conversion systems onboard the AEGIS Guided Missile Cruiser USS Ticonderoga CG-47

Certified as an Electronics Mechanic journeyman and Enlisted Surface Warfare Specialist Top SECRET Clearance, Honorable Discharge and awarded the Navy and Marine Corps Achievement Medal for duties above and beyond US NAVY expectations.

References available upon request

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