Project Manager/Service Manager/ Technician/Instructor

W I L L I A M A. B E N B O W

***** ********** ******, *******, ******** 48150

*************@*******.*** 734-***-****

SUMMARY OF QUALIFICATIONS

• Outstanding leadership and communication skills.

• Proven innovator with more than nine years of project and staff management.

• Implemented and adhered to ISO 9000/14001 quality standards.

WORK EXPERIENCE

2/08 – 11/08 Application Engineering Manager, Electronic Restoration Services Livonia, Michigan

• Responsible for managing successful relationship with customers, contractors, and insurance adjusters.

• Managed on-site resources of personnel and material to insure the customer’s time requirements for the completion of the project were obtained.

• Managed Document Freeze Dry department while in-house.

• Developed employee performance tracking system.

1999 – 2008 Service Manager of the America’s, CP Techmotive Novi, Michigan

• Managed staff of eleven direct reports composed of Application Engineers, Field Technicians, Bench Technicians, Manufacturing Technicians, and Service Coordinators.

• Managed indirectly over 200 service centers throughout North, Central, and South America.

• Duties included maintaining a world class three business day evaluation of warranty and non-warranty bench repairs.

• Reduced the customer evaluation time from a seven week high to an industry benchmark of 1.7 business days.

• Performed several marketing analysis on bench/field repair pricing, which resulted in a 30% increase in service revenue from previous years.

• Improved service operating efficiency by 42%.

• Implemented a new metric recording process to improve overall effectiveness of staff.

• Initiated a 24 hour technical support system to enable customers the ability to contact a qualified technician for technical phone support.

• Developed a product training program and performed the training at customer locations globally.

1995 – 1999 Field Service Technician, GSE/Tech-motive Tool Farmington Hills, Michigan

• Repaired and calibrated customer equipment to industry standards.

• Assisted customers with technical knowledge in the field as well as in our facility.

• Tested and repaired electronic assemblies to component level.

• Performed time sensitive repairs at the customer’s facility to insure minimum down time.

1992 – 1995 Electronic Instructor, MoTech Livonia, Michigan

• Instructed students on basic AC/DC Theory, Digital Theory, & Microprocessor Applications.

• Instructed students on the application of electronic theory to be used for troubleshooting and repair.

• Instructed students on the use of measurement equipment to perform accurate conclusions.

REFERENCES

Furnished upon request.

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