Customer Service Sales

JAY WEBER

**** ********* **. *******, ** *****

315-***-**** ********@*****.***

http://www.linkedin.com/in/jayweber315

EXECUTIVE SUMMARY

Customer Service Leader with extensive experience managing and directing highly profitable, worldwide multi-million dollar high-tech service organizations. Influential in affecting the bottom-line through innovative programs, outstanding customer service, and effective employee leadership. Quality conscious, consistently meets deadlines while exceeding performance standards and customer expectations. Extensive US and international travel with knowledge in foreign business operations, cultures and logistics.

Executive level responsibilities have included:

• Worldwide Field Operations

• Marketing & Public Relations

• Service Sales & Negotiations

• Contract Administration

• Logistics & Finance

• ISO 9001-2008 Certification

• Consolidating Operations • Global Call Centers

• Depot Repair & Parts Sales

• System Training & Installation

• Help Desk & Technical Support

• IS & Software Support

• Order Processing & Shipping

• Service Facility Design

CAREER OVERVIEW & SELECTED ACCOMPLISHMENTS

PAR Technology Corporation, Inc. 2003 – 2010

Vice President, Worldwide Customer Service, New Hartford, NY

International supplier of point-of-sale systems to quick service restaurant markets (i.e., McDonald’s, Yum Brands, CKE) with $225 million annual sales and 50,000+ systems installed in 105 countries.

Promoted to direct all aspects of this worldwide service operation with 450 employees and 2009 service revenues exceeding $57 million.

• Achieved an immediate, seamless transition at over 2,000 restaurants nationwide on the same day for a $15 million, three-year on-site, service contract.

• Continuously exceeded SLA and Satisfaction contractual requirements.

* Reduced average help desk call resolution time 10% by implementing Knowledge Base.

* Attained >95% first time fix on all field calls for eight consecutive years.

* Successfully negotiated numerous multi-year multi-million dollar service contracts.

• Realized consistent annual revenue growth of 10% and minimum employee turnover.

• Initiated an innovative third-party outsourcing program reducing field expenses $2+ million.

PAR Technology Corporation, Inc. 2000 – 2003

Director, Field Operations and Logistics, Boulder, CO

Recruited to direct the field operations employing 160+ field personnel nationwide. Accountable for all logistics including: depot repair, inventory management and control, and spare parts sales. Managed $16 million in inventory assets and 60+ employees.

* Reduced annual inventory write-offs from over $1.8 million to less than $100,000 (<1%).

* Designed and constructed a world class service repair facility in New Hartford, NY.

* Enhanced field engineer productivity with the implementation of WAP phone technology.

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Sensormatic Electronics, Boca Raton, FL 1998 - 2000

Director, Global Service Logistics

Was a leading supplier of electronic security systems to the retail, commercial and industrial market places with revenues exceeding $1 billion.

Contributed $150 million in revenue following a promotion with global responsibilities for: 1600+ worldwide employees, 15 repair depots, inventory management and control, and spare parts sales. Operations included management of $30 million in inventory assets and an average of 200 employees.

• Continued to exceed aggressive service goals following the consolidation of European service centers from seven to two.

* Dramatically increased customer satisfaction levels and overall logistics by opening a global spare parts facility that supported worldwide Field Operations, Dealers, and Distributors.

Sensormatic Electronics, Boca Raton, FL 1997 - 1998

Director, National Service Center and Customer Response Center

Scope of operation averaged 6,500 repairs each month that supported an 850-person service organization, generation of $16 million in revenue, and management of 100+ employees. Response Center activities included management of a 24/7 operation that handled more than 40,000 calls each month.

* Designed and constructed a world class service repair facility in Boca Raton, Florida.

* Reduced expenses by over $2 million per year.

* Shortened repair turnaround time from over 4 weeks to less than 4 days.

* Implemented “pick and ship” order process for spare part orders.

* Reduced “out-of box” failure rate from 20% to less than 1% within one year.

Elgar Corporation, San Diego, CA 1995 - 1997

A leader in the manufacture of reliable, state-of-the-art AC and DC programmable power supplies, power monitors, UPS, power inverters, converters, regulators and conditioners. Specialized products include solar array simulators and computer operated test systems for the Navy.

Director, Customer Services

Responsible for worldwide service activities, repair depot, technical support, Help Desk and sales of spare parts. Operation supported 47 Dealers and Distributors.

* Reduced MTTR from over 100 days to less than five days.

* Increased repair revenues by 25% and spare parts revenues by 20%.

Spectra-Physics Scanning Systems, Eugene, OR 1992 - 1995

One of the leading suppliers of fixed and portable bar code laser scanners for retail, industrial, and commercial markets worldwide.

Director, Worldwide Customer Services

P&L responsibility for service activities that supported nine international subsidiaries and 15 master distributors. Operation: $15 million dollars in service contracts for 500,000+ scanners worldwide.

• Attained ISO 9001 certification for the service organization on the first application submission.

• Increased service revenues 20% while maintaining 64% pre-tax margins.

• Reduced MTTR by 30% and turn-around time by 25% in less than three years.

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Qualimetrics, Inc., Sacramento, CA 1989 - 1992

Manufacturer of weather systems that integrate meteorological data sensing, transmission and display.

Vice President, Customer Services

P&L responsibility for service activities worldwide. Operation consisted of over 500 AWOS (Automated Weather Observing Systems) and thousands of weather instruments.

* Negotiated a $2.5 million dollar service contract with an Alaskan service provider.

• Increased MTBF by 50% and reduced MTTR by 80%.

Symbolics, Inc., Cambridge, MA and Chatsworth, CA 1985 - 1989

Previous leading developer, manufacturer, marketer and servicer of symbolic processing computer systems that facilitate the use of artificial intelligence and other advanced computing techniques.

Director, Customer Services

P&L responsibility for a 160-person worldwide customer services organization. Operation included support of 5,000+ computer systems and associated software products.

* Restructured organization from a cost center to P&L in one year, increasing gross margin from net loss to 50% pre-tax profit.

* Increased service revenue from $3+ million to over $20 million, representing 20% of corporate revenue.

BTI Computer Systems, Sunnyvale, CA 1975 - 1985

Manufacturer of 16 and 32 bit timeshared computer systems capable of supporting 200 concurrent users.

Vice President of Field Service

P&L responsibility for a 150-person worldwide field engineering organization. Operation included support of over 3,000 interactive timesharing systems, related peripherals and operating software.

• Increased gross margin from net loss to 49% pre-tax profit.

• Opened depot facilities in Germany, England and three US locations.

EDUCATION & LEADERSHIP DEVELOPMENT

MBA, University of Redlands, Redlands, California

BS, Business Administration, University of Redlands

AS, Electronics, Milwaukee Institute of Technology

Stanford University, Palo Alto, California:

Production Operations Management Institute

Executive Institute

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