Adam DeBoer
Tea,SD
Summary
Offering a breadth of experience in providing exceptional technical expertise and leadership to clients and teams across multiple markets related to corporate products/services. Adept at developing and deploying significant initiatives for Services teams, thereby increasing net promoter scores and customer effort scores and reducing cost of goods sold. Astute at building and leading technical support teams globally, including preparing schedules, prioritizing/allocating tasks, and delivering training on corporate products and services to ensure top performance. An articulate communicator, nurturing robust working relationships with key stakeholders, peers, and management teams to accomplish common work goals. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Strong requirements gathering, and scope development. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.
Overview
15
15
years of professional experience
Work History
Service Engineer
Daktronics Inc
10.2023 - Current
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Enhanced existing Serviceability Program with data driven analysis and implementing strategies to facilitate additional data opportunities.
- Assisted with Cost of Goods Sold reduction activities, providing data analysis and project management.
- Worked with Digital Transformation managers on developing an data model visions, connecting with various stakeholders, and developing user stories to ensure alignment of model through out the company.
- Identified product and process enhancements to reduce service and installation efforts
Live Events Technical Support Manager
Daktronics Inc.
01.2017 - 10.2023
- Deliver executive support to technical support engineers, team leads, and line leads of live events across international and spectacular business markets.
- Provide vital support in planning, organizing, and chairing key events from inception to successful closure.
- Receive appreciation from the senior leadership team for offering exceptional 24/7/365 support solutions.
- Supervise and streamline overall day-to-day operations of a cross-functional team across the globe, leading to accomplishing desired objectives.
Commercial Services Technical Support Supervisor
Daktronics Inc
01.2015 - 01.2017
- Directed a team of top-performing technical support engineers, responsible for supporting Daktronics commercial solutions and systems.
- Acted as an escalation point for customers, focusing on determining and resolving client concerns rapidly, thereby attaining 100% satisfaction of clients.
- Recognized by the management for maintaining the lowest customer escalation.
- Created and forged robust working relationships with market teams aimed at ensuring the delivery of an excellent experience.
Technical Support Engineer
Daktronics Inc.
01.2011 - 01.2014
- Delivered exceptional, top-class support to customers, focusing on addressing client concerns related to Daktronics solutions.
- Served as a technical troubleshooter for identifying and resolving software, electronic, and networking issues across multiple platforms and solutions.
- Known for assisting key customers of varying aptitudes from new users to Daktronics field personnel.
- Achieved and exceeded client expectations by delivering top-notch services.
Education
BSc. - Electronics Engineering Technology (Networking and Business)
SOUTH DAKOTA STATE UNIVERSITY
Brookings, South Dakota05.2011
Skills
- Client support
- Technical support expertise
- Effective issue resolution skills
- Effective service management
- Experience in service systems integration
- Service process automation
- Data Analysis
- Continuous Process Improvement
- Customer Escalation
- Training Program Development
- Change Management
- Team Leadership and Training
- Product and Program Ownership
- Stakeholder Engagement
- Regulatory Compliance
- Lean Concepts
- Agile Concepts
- Flexibility
- Problem Solving
- Planning and Organization
- Decision-Making
- Time Management
- Report preparation
- Management Support
- Consultancy
- Dedication
- Adaptability
- Analytical Thinking
- Critical Thinking
- Sense of Urgency
Timeline
Service Engineer
Daktronics Inc
10.2023 - Current
Live Events Technical Support Manager
Daktronics Inc.
01.2017 - 10.2023
Commercial Services Technical Support Supervisor
Daktronics Inc
01.2015 - 01.2017
Technical Support Engineer
Daktronics Inc.
01.2011 - 01.2014
BSc. - Electronics Engineering Technology (Networking and Business)
SOUTH DAKOTA STATE UNIVERSITY
KEY CONTRIBUTIONS
- Service System Integration and Improvements
- Assisted with transition of corporate services from Go Service Pro to Salesforce service systems by coordinating with implementation teams and engine
- Strengthened working relationships with key stakeholders and multiple teams to understand services workflows and drive improvements.
- Technical Services Delivery and Process Improvements
- Developed Serviceability measurables in collaboration with Field Service and Technical Support teams.
- Acted as a subject matter expert of technical services while contributing to discovering impeccable solutions in partnership with service teams.
- Organized training regarding Daktronics products and solutions for high complexity markets and message center solutions, resulting in boosting net promoter scores and customer effort scores.
- Partnered with teams of coordinators, professional services, and technical services to define workflows while working across multiple markets, resulting in empowering team members to make independent and informed decisions.
- Enhanced onboarding experience for new hires as well as documented workflows and processes to ensure repeatability.
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