Manager Service

***** *. ****** *****

Channahon, IL ***** 815-***-****

EMAIL: ********@*****.***

Joseph Magro

Summary A Service Management Professional who has managed and motivated groups of people to perform at their best, with the following expertise:

• Results oriented, cost conscious manager with an open, direct, hands-on communication and negotiating style.

• Negotiating skills, management abilities, recruiting experience, people management, project management.

• Flexible, decisive, persuasive problem solver.

• Led multi-discipline teams in the implementation of web based enterprise and reporting systems.

• Loyal, team oriented, resourceful, analytical employee with an insightful outlook into the goals of the organization.

Professional History 2007-2011 Presstek Incorporated Hudson, NH

Central Region Service Manager

P&L responsibility for the Central Region (Canada and US) with service revenues of $6 million delivering a 35% profit margin

Consistently exceeded financial and operational service goals

Responsible for achieving strategic customer production uptime metrics while surpassing satisfaction objectives and scheduling goals

2005-2007 Fluid Management Inc. Wheeling, IL

Director Operations & Post-sales Support

P&L responsibility for US field service revenues of $10 million while delivering a 55% gross margin

Managed call center for technical support and administrative function

Established product pricing and key process indicators based on corporate revenue and operating goals

2003-2005 Enovation Graphics Systems Hanover Park, IL

Eastern Region Service Manager

Structured a 15 state, 50 technician service team supporting dealer technicians and certified servicing agents which generated an additional $7 million in revenues

Established a 24-hour parts depot which reduced the cost of service 40% by savings on travel and labor

Negotiated relationship with an independent dealer by developing a service plan which allowed the dealer to focus on sales growing indirect sales to $27 million

2001–2003 Fuji Photo Film USA Hanover Park, IL

National Field Service Manager

Assembled and managed a national service team with 155 technicians which achieved the number 2 customer service ranking in an industry leading study

Increased service contract renewal rate from 24% to 61% in 14 months

Responsibilities included dealer channel, call center and support contracts with renewals

1996-2001

Field Service Management positions

Central and Western region responsibility

Responsibilities included technician recruiting, training and management which included dealer network

Improved overall customer satisfaction through surveys which guided prioritization and allocation of support personnel and materials

1991-1996 E. I. DuPont De Nemours

Senior Support Engineer positions

2nd level support of medical and printing-publishing product divisions across multi state and national territories

1980-1991 Various High Technology firms

Field and Design Engineer positions

Preformed installation, preventative maintenance and corrective service on advanced computer systems for Burroughs Corporation, Tandem Computers and Imagitex companies

Created computer-aided designs for printed circuit boards and wiring harnesses for the Bell Laboratories 4ESS division

Education

References

University of Wisconsin Executive Education

• Product Support Management

• Business Management

University of St. Francis, Joliet, IL - B A Organizational Mgmt.

Joliet Junior College – AAS Electronics Technology

Various executive level references available upon request.

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