Service Manager

CARL SCHUETT

* *. ****** ****** ********* Heights, IL 60004

(H) 847-***-**** *********@***.*** (M) 224-***-****

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

CAREER SUMMARY

An innovative and experienced global Field Service Manager and Project Management professional with

demonstrated success in building and leading high performance field service organizations. Skilled in

leading change and business process improvement initiatives.

EXPERIENCE

MARIANO’S FRESH MARKET Arlington Heights, IL Part Time July 2011 – Present

Mariano’s Fresh Market is unlike any other store. Mariano’s brings the freshest high-quality foods from

just about everywhere in the world. They created a neighborhood-shopping environment filled with

amenities like an Italian coffee shop serving authentic gelato, a wood-fired pizza oven, and a sit down

sushi bar along with a full-service pharmacy.

Meat/Seafood Clerk

Responsibilities include stocking and restocking all meat & seafood products, processing specialty orders,

assisting customers with meat & seafood selections, helping customers with special order requests,

assisting customers with various cooking recommendations. Grill Master - grilling selected food items to

order for Mariano’s customers.

PRIMA POWER NORTH AMERICA Schaumburg, IL 3-Month Contract Mar 2011 – Jun 2011

Prima-Power is the industry leader in automated “lean” manufacturing and is a multinational group of companies

specializing in sheet metal working technology.

Assistant Customer Support Manager

Reporting up through the Service Manager my responsibilities included field service productivity, logistics, training

development and implementation, and total customer satisfaction for the field service department.

NORTHROP GRUMMAN INFORMATION SYSTEMS Chicago, IL Mar 2009 – Oct 2010

Northrop Grumman Information Systems is a leading global provider of advanced solutions that deliver timely,

enabling information to where its needed most for its military, intelligence, civilian, state and local and commercial

customers.

Technical Project Manager

Reported to the Chicago Program manager. Responsible for ensuring successful management and delivery of

projects and/or programs in the public safety technology product area. Reviews status of projects and budgets;

manages schedules and prepares status reports. Assess project issues and develops resolutions to meet productivity,

quality, and client-satisfaction goals and objectives. Provide line-level supervision to contractors and full-time staff

members when required.

• Ensured AVL (Automatic Vehicle Locator) Project and subcontractors to ensure product deficiencies were

identified and resolved within 5-days per contract.

• Ensured timely delivery of 500 Alarm Terminal workstations and integration into client facility through

communication mechanisms initiated and implemented for suppliers and contractors.

• Troubleshot 425 vehicle AVL Systems and determined problems were the result of manufacturer product

quality issues.

• Developed SOW’s for direct suppliers to Northrop Grumman IS.

• Developed and monitored project schedules (contractors) progress toward fulfilling contract requirements for

the City of Chicago.

• Twenty-five percent reduction in warranty claims through identification of part defect in original GPS system

design.

Project Manager (Independent Consultant) Aug 2008 – Mar 2009

Responsible for successful management and delivery of the GPS installation project for the City of Chicago, Chicago

Police Department from proof of concept through customer sign-off.

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• Managed eight (8) Installation teams responsible for 2,500 GPS system installations into vehicles for the

Chicago Police Department at 25 district locations within 4 months.

• 2,500 GPS installations completed on time and under budget.

MAZAK OPTONICS CORPORATION Schaumburg, IL Nov 2006 – Jan 2008

The world's largest manufacturer of industrial CO2 high-powered laser sheet metal cutting systems.

General Manager, Service & Parts

Reported to the President. P&L responsibility for the Field Service and Parts organizations, with a focus on

developing and implementing a high-touch customer service approach and quality metrics. Directed a staff of 4 direct

and 48 indirect reports.

• Achieved efficiencies and reduced customer response time 90% by restructuring the customer service

call center.

• Developed and implemented feedback mechanisms that contributed to the production of quality

equipment. Developed process for reporting design and product issues back to corporate factory in

Japan.

• Monitored service metrics (key performance indicators) regarding overall service performance and

performance improvement

• Designed and implemented company’s first Environmental Health & Safety Program according to ANSI

Z136.1 Standard.

• Established and implemented a risk management process that provided significant litigation protection

for the company.

• Designed service and parts organizational layouts for new building construction.

• Initiated and implemented Service Level Agreements and master service agreements for all service

subcontractors.

• Developed and managed $2.0M service and parts segment of P&L.

GENERAL ELECTRIC ASSET INTELLIGENCE Schaumburg, IL March 2005 – Nov 2006

A start-up and leading provider of Telematics-based asset tracking solutions for the transportation industry.

Telematics Services Project/Program Manager

Reported to the Chief Operations Officer. Provided strategic leadership and managed the growth of Field Services in

a start-up environment. Global responsibility for the install, repair and maintenance of commercial vehicle Telematics

solutions. Recruited and led a staff of more than 300 field services technicians.

• Administered strategic leadership in a start-up environment through targeted mentoring, staff

development, and accelerated growth of the field services program.

• Instituted system training and documentation reporting for field service support team.

• Completed 7,000 GPS System installations in 14 days at 18 different sites on time and under budget.

• Completed 48,000 GPS System installations in 7 months at over 44 different sites and 8 states on time

and under budget.

• Developed and managed Service Level Agreements and Master Service Agreements for all service

subcontractors.

• Develop prioritization system for responding to customer requests, including deal support, based on

defined customer / business CTQs.

• Developed and implemented a call escalation process to ensure quick resolution to customer issues.

MITUTOYO AMERICA CORPORATION Aurora, IL May 1999 – Mar 2005

North America’s largest OEM/distributor of precision measuring instrumentation in the field of Metrology.

National Field Service Manager

Reporting to the Vice President, Product Support Services. Provided strategic leadership and guidance to the Field

Service Department. Directed a cross-functional team for ERP system implementation, engineer scheduling and

inventory management. Managed a staff of 48 field service engineers and 8 internal support personnel and a $2.5M

budget.

• Directed the development and implementation of goals, objectives, policies, and procedures for the

Field Service Department. Coached and mentored service personnel in areas of technical and

professional development.

• Reduced inventory costs $250,000 annually by streamlining processes and by reducing high-failure

inventory carried by field engineers.

• Reduced annual shipping costs by $1.1 million through shipping consolidation efforts .

• Directed a cross-functional team for an ERP System Project implementation.

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• Designed and developed quality documentation for A2LA (IEC 17025) Quality System.

• Increased service department revenue streams by $500,000 annually through value added services.

• Developed and managed $2.5M field service segment of P&L.

SPECTRA PHYSICS VISIONTECH Elmhurst, IL Sep 1996 – Mar 1999

Senior Field Service Engineer

Installed and trained customers on correct use and maintenance of PC-controlled robotic laser measuring

a nd oil detection systems.

• Repaired laser-measuring systems in house and on site.

• Negotiated and sold measuring systems Maintenance Service Agreements, and conducted

training seminars and demonstrations for customers or potential system buyers.

LSI NORTH AMERICA SERVICE Rolling Meadows, IL May 1987 – Sep 1996

(Formerly Bausch & Lomb – Analytical Products Division)

Senior Systems Technical Specialist 1995 – 1996

Responsible for 13 field service engineers, multiple satellite repair depots with P&L responsibility and on-site service

of instrumentation as well as end user training.

• Installed equipment and trained customers on the use of Analytical Instruments, UV/Vis

SPECTRONIC® Spectrophotometers, Accessories, SLM-AMINCO® Fluorescence Instruments,

FRENCH Pressure Cell Disruption Apparatus, MINIMATCH Color Spectrophotometers, Precision

Ruled, Holographic Diffraction Gratings.

• Negotiated and sold Maintenance Service Agreements.

• Sold Instrumentation to new and existing clients and worked with distributor network to support sales

and service activity.

• Provided technical support to other engineers and customers. Assisted in development and training of

3rd party service personnel from South America.

• Coached and mentored service personnel in areas of technical and professional development.

Regional Service Manager 1992 – 1995

Responsibilities include safety, training, and responsibility for multiple sites, and customer satisfaction.

Managed multi-site depot repair facilities.

• Managed 13 Field Service Engineers in areas of customer satisfaction, field productivity, safety,

training, and achievement of budget and financial objectives.

• Achieved and maintained a 97% Customer Satisfaction rating for the period 7/1993 through 9/1995.

• Supported and developed distributors with regards to product support.

• Reduced annual inventory expenses by $600,000.

• Developed and implemented a training course for new employees.

Systems Technical Specialist 1991 – 1992

Senior Field Service Engineer 1989 – 1991

Field Service Engineer 1988 – 1989

Associate Field Service Engineer 1987 – 1988

AWARDS

1988 Field Service Engineer of the Year

1990 Outstanding Performance Award

1991 Field Service Engineer of the Year

2006 Outstanding Achievement Award

EDUCATION

Bachelor of Science, Business Administration Elmhurst College, Elmhurst, IL 1998

Associate Applied Science, Electronics DeVry Institute of Technology, Chicago, IL 1987

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