David J. Thompson

Managed multiple projects implementing wireless infrastructures for customers in many industries including oil and gas, pharmaceutical and food processing, increasing margins at least 10% each year, surpassing our goal by $4 million in FY 2023.

General Responsibilities:

• Provides efficient and professional administration of projects through coordination of involved functional groups and timely, effective communication
• Hosts and leads customer project kick-off meetings and weekly cadence calls via virtual meeting platforms
• Monitors project costs to stay within budget
• Monitors project milestones and deliverables
• Proposes, reviews, and approves modifications to project plans
• Produces and distributes project documents
• Communicates with clients to determine project requirements and objectives
• Assigns resources to meet project requirements
• Provides regular project progress for all stakeholders
• Maintains project files in SharePoint and Teams

• Managed and optimized the scheduling for approximately one hundred different field resources across three different business units within Emerson
• Processed Return Material Authorizations and Failure Analyses for units both domestically and internationally, to ensure customer unit failures were addressed quickly and effectively
• Managed efforts with customers, outside sales, inside sales, technicians, and service center representatives, enabling one seamless team of service for our customers
• Organized customer training across three different business units within Emerson
• Coordinated large service projects, assisting the projects team scheduling field resources
• Assisted in designing procedures and documentation of new efficient processes and customer experience initiatives
• Arranged and executed meetings for procedure updates, new developments, and best practices
• Supported the training of new employees within my department and the field

• Maintained and managed contractor relationships while negotiating competitive rates to affect the bottom line

• Led the service business transition from Oracle to SAP, developing training scenarios for the implementation of service processes

• Led a team of customer service professionals providing services to valued customers

• Served as a primary source of contact, educating valued customers on product orders and status

• Monitored customer alarm systems, dispatching police and fire