Service Manager/Technician
Resume:
JOSEPH PISCITELLI
Lutz, FL 33559
Home # 813-***-****
Cell # 813-***-****
WORK HISTORY:
COMPANY: Securitas Security Systems, Tampa FL.
DATES WORKED: 1/04 – Present
TITLE: Service Department Manager
DUTIES AND RESPONSIBILITES: I manage the service department for the Tampa branch, including the service technicians and dispatcher. My job description included the following: determine service staff hours, number of personnel, and parts and equipment required to optimize service response; coordinate team scheduling through service dispatcher; manage service department P & L to meet or exceed department's budget and profit margins; identify areas of contract expansion or additional fixed-price services by capturing on-site opportunities and identifying opportunities to expand existing customer service contracts and seek new customer markets; develop account plans and provide estimating/account support to sales for "target and key" accounts; visit customer locations with sales to build relationships, identify opportunities, and assist sales in understanding our service offerings; execute service product offerings, secure on-site service opportunities, and maintain customer satisfaction and retention; hire, train, coach, and mentor service team personnel; and develop and execute detailed account planning relating to existing service and inspection contracts, new system warranty service, time and material service business, and continuously pursue productivity and future revenue growth opportunities. I set department goals regarding service contract growth, profitability, response times, staffing, and "target and key" account focus. I also implemented employee recognition programs to increase morale in the department.
COMPANY: Mac-Gray/Copico, Tampa FL.
DATES WORKED: 11/02 – 12/03
TITLE: Field Service Technician
DUTIES AND RESPONSIBILITIES: I was the field service technician for the Tampa, FL area. I also repaired vending office equipment such as coin operated analog copiers, HP laser printers, data card readers, card dispenser units, coin mechs., and money changers. It was my responsibility to ensure that all operations in this area ran smoothly and that I was maintaining customer satisfaction. I was responsible for ordering parts and keeping track of inventory, etc.. I provided technical assistance over the phone to our customers when needed.
COMPANY: Business Document Solutions, Tampa FL.
DATES WORKED: 01/98 – 11/02
TITLE: Service Department Manager
DUTIES AND RESPONSIBILITIES: I managed the service department by doing the billing, writing service contracts, supervising employees, training, sign off on timesheets, assist with the service department P&L, set service department goals, data entry, and inventory of parts and equipment and customer satisfaction. I also was working on Xerox office equipment such as copiers, laser printers, color printers, and faxes when needed. It was my responsibility to work closely with the sales department to assist with equipment upgrades and sell service contracts.
COMPANY: Danka Industries/Danka Wholesale, Tampa FL.
DATES WORKED: 01/94 – 01/98
TITLE: Field Repair Engineer/ Warehouse Manager
DUTIES AND RESPONSIBILITIES: As a field repair engineer, I managed and maintained my assigned territory by troubleshooting and repairing copiers and fax machines and laser printers in the field and in the shop as needed. I also did machine setups. As a warehouse manager, I was in charge of the branch inventory and parts. I also supervised and routed the delivery drivers on a daily basis. Another of my responsibilities was to get the equipment ready for export and to work closely with the exporters on their orders to make sure everything was to their specifications to assure customer satisfaction before shipping.
COMPANY: Pitney Bowes, Melville NY.
DATES WORKED: 02/86 – 12/93
TITLE: Field Service Technician
DUTIES AND RESPONSIBILITIES: My responsibilities included maintaining my territory by troubleshooting and repairing office equipment such as copiers, faxes, and printers. Assisted in training new employees out in the field on equipment and procedures.
EDUCATION:
Quality Business Systems 11/85 – 01/86
Deer Park, NY
Classroom Training in photocopier repair and maintenance.
Course Hours: 480, Diploma awarded in Photocopier Repair.
Island Drafting and Technical Institute 11/83 – 06/84
Amityville, NY
Classroom Training in digital electronics.
Course Hours: 900, Diploma awarded in Digital Electronics.
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