Regional Service Manager - 35+ Years Leadership Experience
Resume:
Luis Ortiz
********@*****.***
SUMMARY
Regional Service Manager with more than 35 years’ experience in leadership roles in the Office Automation Technology Industry, with a proven track record of success.
EMPLOYMENT
Samsung Electronics America, 2012-2019, Regional Service Manager (last position held)
Oversaw day-to-day operations of USSI Global Field & Support Operations:
oManaged Long-Term Pending (LTP) results, significantly reduced from over 25% to consistent single-digit results.
oOversaw short- and long-term Repair Projects via Knox Portal approval processes.
oEscalation management processes related to Product exchanges, Parts Budgets & reconciliation.
Primary drafting of all Knox & RMS Portal Budget requests supporting the entire B2B Business Team throughout the USA
Responsible for the entire LED Module Repair Program throughout the USA with direct involvement with Samsung Korea HQ, Samsung Mexico & Vietnam Global Repair Center.
oCustomer engagement, Technical Support, Logistics & Replenishment
Established and was solely responsible for entire program supporting customer base (airports and hotels) throughout Caribbean Islands:
oOversaw customer engagement, Technical Support, Logistics & Replenishment
Major Accomplishments:
Assisted USSI Global to reduce their Long-Term Pending results from percentages above 25% to single digit attainment for the last six quarters.
Streamlined the Knox Portal budget request process from five separate documents to one single cohesive multi-purpose template. This resulted in an efficient approval process and above 98% first time approval results.
Personally recruited, on-boarded, and developed a new National Service Provider, S2 SERVICES, Inc.
oThis enhanced Samsung support capabilities throughout the USA
oSignificantly reduced the overall annual operating cost in support of our Customer Base
As Product Support Manager, assisted in recruiting, on-boarding, and systems training of 7 technical resources: 4 Regional Service Managers and 3 Product Support Engineers
Project Managed the sourcing and development of an offsite Technical Lab, established Product Training Centers in California and New Jersey
Assisted in selection committee for New B2B Customer Call Center in Texas, Tele-Performance, Inc.
oProject Managed its ongoing development
oProduct sourcing and Agent training
oDecision Tree, D-Tree, creation and development
Was team leader and member of 7 company committees: for teambuilding, promotion of company brand, executive focus groups, school outreach, coordination of community volunteer work, and other efforts.
RICOH Business Solutions, 1982-2012, Field Technology Service Manager (last position held)
oOther positions: District Service Manager, Technical & Solutions Trainer, Master Technical Engineer
oResponsibilities:
Managed the field operations of 25 Technical Resources supporting RICOH Branded Products
Maintain retention of existing customer base as well as driving increased market share
Profit & Loss Management
CHASE Manhattan Bank, NA, 1976-1982
oSenior Technical Specialists
oTechnical & Solutions Training
oParts inventory Supervisor
oResponsibilities:
Managed the field operations of 15 Technical Resources supporting Bank owned Products
Ongoing rendering of product technical training
Parts Profit & Loss Management
EDUCATION: New York City Technical College, Associate Degree in Electrical Engineering Technology
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