Chelsea Clemons
Elizabeth,NJ
Summary
Strategic Field Service and Operations Leader with a proven track record of driving operational excellence, revenue growth, customer retention, and workforce performance across multi-region service organizations. Progressive leadership experience spanning field service operations, manufacturing, product development, project management, supply chain, and customer success.
Known for building high-performing teams, resolving complex customer escalations, leading organizational change, and aligning service delivery with strategic business objectives. Combines deep technical expertise with executive-level business acumen to improve profitability, strengthen customer relationships, and drive sustainable operational growth.
Overview
11
11
years of professional experience
Work History
Regional Service Manager – Northeast
Peak Technologies
12.2023 - Current
- Lead service operations across four U.S. regions supporting enterprise customers and field technicians.
- Manage operational accountability for a $5M+ service business.
- Drive KPI, SLA, customer satisfaction, and workforce performance initiatives.
- Lead customer escalations and executive-level service recovery efforts.
- Partner with Sales, Operations, Logistics, and Executive Leadership to improve service delivery.
- Increase service contract revenue by 25% and recover $300K in lost customer business.
- Improve technician utilization by 15% through workforce optimization and accountability.
- Reduce operational costs through route optimization, spending controls, and vendor negotiations.
Logistics Field Service Engineer
Peak Technologies
12.2020 - 12.2023
- Led nationwide deployment, installation, and commissioning projects for enterprise logistics and automation customers, ensuring successful implementation of mission-critical machine vision solutions.
- Conducted customer site assessments and operational evaluations to identify requirements, recommend solutions, and align technology deployments with business objectives.
- Served as technical lead for complex implementation projects, coordinating cross-functional teams and managing onsite project execution across the United States.
- Achieved Cognex certification in logistics installation and system commissioning, delivering high-performance machine vision solutions designed to maximize data accuracy and operational efficiency.
- Customized software functionality through system testing, JavaScript configuration, and data integration to meet unique customer requirements and operational workflows.
- Partnered directly with customers, project managers, and integration teams to ensure successful project delivery, issue resolution, and customer satisfaction.
- Managed project timelines, resource coordination, risk mitigation, and stakeholder communications throughout implementation lifecycles.
- Prepared executive-level project status reports, end-of-day updates, and project completion summaries for customers, project leadership, and internal stakeholders.
- Supported customer operational improvements by implementing technology solutions that enhanced throughput, visibility, automation, and cost efficiency.
- Built strong customer relationships through technical expertise, proactive communication, and a commitment to successful business outcomes.
Field Service Technician
CJC LLC
06.2018 - 12.2020
- Managed field service operations supporting customers across the United States, prioritizing service requests based on business impact, customer requirements, and operational urgency.
- Delivered onsite and remote technical support for complex hydraulic, mechanical, electrical, and production systems, minimizing downtime and maximizing equipment performance.
- Diagnosed and resolved critical equipment issues through root cause analysis, technical expertise, and effective customer communication.
- Installed, commissioned, and optimized grand-format printing, transfer, and finishing systems at customer facilities nationwide, ensuring successful project execution and customer adoption.
- Conducted customer site assessments, equipment evaluations, and technical training programs to improve operational efficiency and user proficiency.
- Developed service documentation, technical bulletins, and operational best practices that improved service consistency and reduced recurring issues.
- Partnered with customers to improve equipment utilization, productivity, and overall operational performance through proactive maintenance and process optimization.
- Redesigned installation methodologies and resource allocation strategies, reducing implementation timelines and minimizing customer downtime.
- Served as a trusted advisor to customers by providing technical guidance, troubleshooting support, and long-term equipment performance recommendations.
- Maintained strong customer relationships through responsive communication, effective problem resolution, and a commitment to service excellence.
Assistant Vice President, Operations
RICO INDUSTRIES
02.2018 - 07.2018
- Partnered directly with the Chief Operating Officer to drive operational excellence initiatives across a large-scale manufacturing and production facility.
- Conducted workflow analysis, time studies, and supply chain assessments to identify cost-saving opportunities, improve efficiency, and increase operating margins.
- Led the evaluation, procurement, installation, and implementation of digital printing technology as part of the organization's strategic transition from screen printing to dye sublimation manufacturing.
- Managed installation, maintenance, and optimization of wide-format dye sublimation printing systems to support production reliability and throughput goals.
- Identified and eliminated production bottlenecks through process analysis, employee engagement, and continuous improvement initiatives that enhanced productivity and operational performance.
- Built and strengthened vendor partnerships while negotiating favorable pricing agreements for consumables and production materials, reducing operating costs without compromising quality.
- Collaborated with production leadership and frontline employees to improve workflows, enhance communication, and drive a culture of accountability and operational excellence.
- Provided executive leadership with recommendations on process improvements, capital investments, and operational strategies to support long-term business growth.
Dye Sublimation Production Lead
RAYTECS
Phnom Penh, Cambodia
10.2017 - 02.2018
- Led production, printing, sublimation, and maintenance teams to ensure operational efficiency, product quality, and on-time delivery.
- Directed daily operations of dye sublimation printers, transfer systems, and finishing equipment while maintaining optimal color profiles, production standards, and equipment performance.
- Developed and implemented Standard Operating Procedures (SOPs) that improved production consistency, quality control, and workforce accountability.
- Established preventative maintenance programs that reduced downtime and improved equipment reliability.
- Designed and implemented a new employee evaluation process that increased productivity, strengthened accountability, and improved overall team performance.
- Trained, coached, and mentored local Khmer team members, successfully transitioning responsibilities to a sustainable, locally led operation.
- Partnered with production leadership to identify workflow improvements, eliminate inefficiencies, and enhance overall manufacturing performance.
- Maintained rigorous quality standards while supporting continuous improvement initiatives across production operations.
Field Service Technician
CJC LLC
Atlanta, GA
09.2016 - 10.2017
- Managed customer implementation projects involving installation, integration, maintenance, and optimization of digital printing and production technologies.
- Served as a trusted technical advisor to customers, evaluating operational requirements and recommending solutions that improved productivity, equipment utilization, and business performance.
- Led installation, configuration, testing, and commissioning activities for large-format printing systems and production equipment across diverse customer environments.
- Collaborated with implementation consultants, project stakeholders, leadership teams, and customers to ensure successful project execution and customer satisfaction.
- Provided ongoing technical support, troubleshooting, and performance optimization services that minimized downtime and maximized operational efficiency.
- Conducted customer needs assessments and solution evaluations to align products and services with operational objectives and business requirements.
- Built and maintained strong customer relationships through proactive communication, consultative problem solving, and responsive service delivery.
- Supported business development efforts by identifying customer challenges, presenting solutions, and demonstrating the value of products and services.
- Coordinated project activities, timelines, and resources to ensure successful delivery and achievement of customer expectations.
New Product Development & Production Leadership
PRINTFUL
Granada Hills, CA
05.2015 - 09.2016
- Led product development initiatives from concept through production launch, supporting rapid company growth and expansion into new product categories.
- Successfully developed and launched multiple product lines, including dresses, skirts, leggings, footwear, cell phone cases, socks, and specialty apparel products.
- Redesigned the company's flagship all-over dye sublimation apparel process, creating a wrinkle-free production method that improved product quality and customer satisfaction.
- Managed supplier sourcing, procurement strategy, and vendor relationships to improve supply chain efficiency and reduce production costs.
- Identified and qualified local suppliers, reducing material and logistics expenses while maintaining quality standards and production capacity.
- Collaborated with production, operations, and leadership teams to align product innovation with manufacturing capabilities and business objectives.
- Led and developed a team of 10 production specialists responsible for dye sublimation printing, cutting, sewing, and finishing operations.
- Improved operational efficiency through workflow redesign, process optimization, and continuous improvement initiatives.
- Developed and implemented Standard Operating Procedures (SOPs) across all stages of production, improving quality, consistency, and training effectiveness.
- Established preventative maintenance programs for production equipment, reducing downtime and improving manufacturing reliability.
- Trained, coached, and mentored production personnel to improve productivity, quality performance, and operational accountability.
- Partnered with leadership to support production scaling efforts during periods of rapid organizational growth.
Education
Communications
Marymount University
Skills
- Field Service Operations
- Multi-Region Leadership
- P&L Accountability
- Customer Success
- Service Delivery
- Workforce Optimization
- KPI & SLA Management
- Revenue Growth
- Contract Renewals
- Escalation Management
- Process Improvement
- Change Management
- Vendor Negotiations
- Cost Reduction
- Executive Communication
Languages
Spanish
Native or Bilingual
Timeline
Regional Service Manager – Northeast
Peak Technologies
12.2023 - Current
Logistics Field Service Engineer
Peak Technologies
12.2020 - 12.2023
Field Service Technician
CJC LLC
06.2018 - 12.2020
Assistant Vice President, Operations
RICO INDUSTRIES
02.2018 - 07.2018
Dye Sublimation Production Lead
RAYTECS
10.2017 - 02.2018
Field Service Technician
CJC LLC
09.2016 - 10.2017
New Product Development & Production Leadership
PRINTFUL
05.2015 - 09.2016
Communications
Marymount University