Eric B. Bailey

Take ownership of financial and key performance indicators pertaining to Aftermarket Service. Responsible for margin and revenue performance of the Aftermarket P&L. Manages experienced professionals (North America Aftermarket Service Field Technicians and Independent Service Providers) whose duties focus on analysis, repair, and service of Milacron machines in the field.
Exercises full management authority, including performance reviews, pay decisions, recruitment, discipline, termination, and other personnel actions; planning/scheduling; completing/approving all work order documentation via Salesforce (SFDC). Manage and schedule all third-party service providers to facilitate new machine startups, retrofits, and other service-related events that require rigging and/or trucking support. Establish pricing and associated commercial policies/quotes with the support of Field Sales. Create and manage service business forecasting and budgets to achieve our Aftermarket Breakthrough Objectives. Champion Milacron’s digital service offerings by partnering with Field Sales and other cross-functional teams to increase the adoption of new machines and those already in the field. Participate with sourcing employees to remain cost-competitive with high-quality components. Develop customer-specific service strategies in collaboration with the Aftermarket Field Sales team. Participate and manage the service-facing aspect of all customer relationships by fielding/responding to phone calls, text messages, and emails during and outside of Milacron’s standard working hours. Partner with Customer Service and Field Sales to track open Aftermarket orders and shipments. Maintain significant industry relationships with complementary suppliers and industry associations. Support new product development programs. Partner with the Aftermarket training team to develop and enhance internal as well as external/customer training programs. Also, be capable of providing such training, with the ability to 'train the trainer.' Extensive travel to customer sites, supplier facilities, and other business-related locations is required. Other service-related activities may be requested by Milacron’s senior leadership team.

Provide installation, service, technical assistance, repair, and training on pressure sensitive and heat transfer label application equipment at Customer’s facilities

Conduct and support demonstration of machines.

Possess a thorough understanding of a variety of pressure sensitive label applicators in the packaging industry, label application methods, and integration of labeling equipment to packaging lines.

When not performing field service, the person in this role will assist production with the assembly of label application equipment, peripheral equipment, and systems.

Read, understand, and update engineering drawings and schematics used in the equipment assembly process.

Participate in the maintenance, cleaning and organization of the production facilities and systems.

Support application issues of those customers that utilize Multi-Color Corporation’s labels.

Other projects as assigned by manager.

Thorough knowledge of PLC controlled equipment, applications and their service.

Strong grasp of electro-mechanical packaging machinery and systems, as well as integration, troubleshooting and repair of the same.

Maintenance Technician Level 3 is responsible for the day-to-day troubleshooting and preventative/predictive maintenance. Acts as a material handling technician on all equipment that is installed at a specific site location. Provides assistance and mentors lower-level employees. Using problem solving and critical thinking, key tasks include the following:

1. Repair and maintenance of MHE including belt tracking, component adjustment/replacement, component lubrication, etc.

2. Completes preventative maintenance routines, documentation, and procedures.

3. Use electrical test equipment to troubleshoot electrical circuitry.

4. Create and close work orders into asset management system with appropriate data to include labor hours, equipment maintenance, and parts used.

5. Troubleshoot conveyance problems and understand resources needed to resolve them.

6. Locate and track spare parts from inventory.

7. Performs complex maintenance and equipment testing to ensure they meet specifications.

8. Provide assistance with training customers to operate equipment.

9. Respond to service calls and correct equipment failures and faults.

10. Identify problems as they occur and take appropriate steps to solve them.

11. Develop and maintain positive working relationships across all levels of the organizations.

Provide on-site service repairs being available 24 x7

Train operators and their maintenance people on how to best operate the equipment, how to perform daily, weekly and monthly maintenance tasks

Train new techs and how to perform maintenance tasks

Troubleshoot and perform repairs to electro - mechanical systems and sub-systems including air conditioning, external coolers, halogen and UV drying systems, suction feed systems, conveyor belt transport systems, circulation pumps, hydraulic systems, server rack systems, video monitoring systems

Provide troubleshooting phone support for customers

Work with Austrian engineers to upload PLC programs

Monitor back up camera system and storage

Maximize equipment up-time through timely, response and effective/efficient repair and maintenance to ensure high levels of customer satisfaction

Communicate and interact with customers, sales and other service counterparts in a positive, courteous and professional manner and always present a professional image

Maintain onsite inventory thru auditing, usage and return tracking

Provide the timely and effective installation of products and services.

Troubleshoot and perform repairs to electro-mechanical systems and sub-systems

Perform effective initial customer operator/maintenance training, as required.

Maximize equipment uptime through timely, response and effective/efficient repair and maintenance to ensure high levels of customer satisfaction.

Efficiently manage utilization of assets (parts, tools, test equipment, autos) and resources (travel expenses, phone, etc.) to achieve targeted financial results.

Communicate and interact with customers, sales and other service counterparts in a positive, courteous and professional manner and always present a professional image to customers.

Complete all job-related administrative aspects (call reports, part returns, time/expense reporting,

Specialized in providing hardware and software support for the color / black and white production continuous forms products. Along with providing the same support for in-line and near line Pre-Post products.

Provided direct support to diagnose and resolve complex hardware or software failures or problems, along with assisting other service technicians as required.

Responsible for Customer Account Management and Preventative Maintenance tasks

Communicated regularly with Level 2 Support and engineering regarding new technical problems and fixes

Conducted local technical seminars focusing on enhancing knowledge/skill level of service technicians

Attended manufacturer/vendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changes

Distributed technical information to service technicians and service management as required

Served as a role model and exhibited professional appearance and behavior at all times, under the most difficult situations

A positive influence/champion within the team/organization

Proactively sought ways to improve product reliability, and customer satisfaction.

Analyzed equipment performance reports and makes appropriate recommendations to client and management

Provided emergency call back-up support

Worked closely with sales to maximize base growth opportunities

Assumed responsibilities of Field Service Manager as required

Completed all required administrative tasks in an accurate and timely manner

Was available to work shifts, stand-by, and/or on-call as required

Complied with all company policies

Effectively handled communications, and the most difficult customer situations

Acted as a communication link on unresolved technical problems/issues

Interacted with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed

Maintained productive, professional relationship with all company personnel.

Performed other duties as assigned.

Maintained Inventory stocking levels thru proper usage and return tracking as well as auditing.

Responsible for the day to day maintenance, troubleshooting and repair of mail opening, document scanning and/or robotic material handling equipment

Installing and setting up new equipment

Interacted with the customer to determine the problem

Completed field service reports

Ensured all shifts were covered via schedule, acted as onsite expert for many products, traveled to assist techs and or customers.

Assumed the responsibilities of the region manager as needed

Kept the customer informed as repairs are made and answer any question that may arise.

Interacted with management as well as other personnel to analyze and correct any equipment performance issues.

Completed and submitted weekly online time cards and expense reports

Traveled to customer sites to assist engineering and field service groups with initial installations, implementation of new features, and resolution of on-site problems.

Perform in-field Database & software maintenance – test, troubleshoot, document changes

Assisted in rapidly developing software & technical solutions to support products.

Manage a diverse and complex scope of support issues directly related to the use, support and implementation of products.

Provide software assistance to our field service and technical support groups.

Work closely with software engineers, application engineers, and other subject matter experts to gather product-related technical source information.

Came on board to help create a production team, to develop process and procedures ( including sales, service and customer expectations).

Directed a team of people to develop a recognition program

Monitor service calls utilizing auto dispatch system (voicemail and email) and update Sales or Customer Service Center about the status of the account

Alert other technicians/and manager of any call that is in excess of what can be completed within existing customer commitments and expectations.

Call every customer within 30 minutes after acceptance of a service call. Attempt to resolve remotely or provide the customer with an estimated time of arrival that will fulfill their needs.

Plan the order of service calls so that a minimum of five service calls per day are completed while still maintaining all customer commitments. Notify all customers regarding all delays or changes to scheduling.

The technician is responsible for completing all preventative maintenance and emergency calls within their assigned territory.

Inform manager of the parts status for incomplete calls and complete those calls on a priority variance. Manage your territory and close each service call through the auto dispatch system.

The technician is responsible for competing 40 hours of both technical and non-technical training per year.

Maintain Inventory levels thru accurate reporting of parts usage.

Make cold calls to establish relationships and build my book of business from the ground up

Sell and close new and existing customers to move their freight

Negotiate price with shippers and carriers

Manage daily shipments, tracking them and updating the customer daily, resolving issues, to ensure pickup and delivery is on time, 24/7/365

Once shipment is completed follow up with customer, invoice customer and Pay the truck

Lead the team on Saturday ( 40 sales reps). Handle Escalations, ensure loads are covered.

Managed a team of 45 Field Service techs.

Full P&L responsibilities did a P&L review monthly with upper management

Manage field service team to provide optimum customer services.

Develop workflow for the field service team.

Assist in goal setting, skill enhancement and performance reviews activities for field service staffs.

Investigate and resolve any issues resulting from substandard performance.

Ensure company policies and procedures are followed by the team members.

Provide training to service team as needed.

Developed a bench by mentoring up and coming people

Provide support and guidance to service staff to ensure timely and quality customer services.

Develop programs to improve technical and customer service skills of service staffs.

Address customer enquiries , resolve issues and obtain customer feedback proactively.

Identify and resolve employee concerns/complaints.

Maintain positive and healthy relationship with various teams to ensure customer service effectiveness.

Support service teams in achievement of service goals.

Conducted all interviewing and hiring new professionals.

Ensure that the resources are properly trained to meet service objectives.

Managed resource identification and planning.

Acts as the principal client contact, managing the relationship to ensure customer satisfaction

• Directs and manages the daily operations of one or more SBU’s

• Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit. Requires a detailed knowledge of monthly financial statements.

• Develops budget estimates and manages project/contract to meet revenue and cost projections

• Determines resource allocation levels to meet project/contract commitments

• Reviews and resolves issues affecting Company compliance, legal requirements and client objectives

• Operations:

• Establishes operational objectives and work plans, and delegates assignments to subordinate managers.

• Develops systems and services that support Xerox Services and business unit needs; provides leadership and focus in area of expertise.

• Responsible for achieving measurable results on time and on budget.

• Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals.

• Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives.

• Prepares related reports and audits current procedures to monitor efficiency of operations.

• Ensures that business practices are performed in accordance with Xerox Services policy, procedure and applicable federal, state, and local laws and regulations.

• Account Management:

• Oversees and manages aspects of the client engagement, i.e. the sales/marketing efforts for new business development

• Partners with client’s team during budget development and problem resolution

• Maintains and enhances existing client relationships and ensures customer satisfaction

• Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Services

• Partners with senior staff in developing and marketing new client programs/services as required

• Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed

• Provides regular updates to senior management regarding client issues, budgets, etc.

• The candidate will contribute to and lead project management activities including project planning and execution, budget estimation, risk management, product production and deliverable coordination. The ideal candidate is comfortable coordinating engineering and production technician teams to plan and execute assigned projects for product production on time and on budget. He or she will own process discipline, documentation, and tracking of all regular project meetings and reviews, reporting, key metrics, and overall performance. The role requires a person who is comfortable communicating at all levels of the organization and to the customer and external stakeholders to manage resource and deliverable tradeoffs, ensure visibility, and drive accountability.

Roles and Responsibilities:

• Assist the Operations Director in all activities regarding Bright business operations.
• Coordinate the engineering team and production technicians to develop and manage assigned production projects on time and within budget.
• Own Bright’s project planning, proposal pricing development, project accounting, and associated project management processes.
• Own process discipline, documentation, and tracking of key metrics, and overall performance.
• Conduct project performance reviews and create recommendations to identify potential processes changes for correction or improvement.
• Develop and encourage use of standardized processes and procedures across the organization.
• Analyze and assimilate project performance indicators to forecast future performance.
• Train and motivate production technicians to influence them to take positive action and accountability for their production skill set.
• Act in close partnership with the Research and Development engineering team to understand, integrate, and manifest new and improved products, processes, and procedures into Bright production operations.
• Purpose:
  The role holder is the first line manager responsible for customer’s satisfaction with the Xerox product or solution that is maintained by a team of Customer Service Engineers. The service manager is responsible for asset and productivity management of the assigned team. In addition, the manager is responsible for team preparation and organization to support the launch of new products. The manager responds directly to all customer levels to ensure total satisfaction.
  
  
  Scope:
  General:
  • Adapts departmental plans and priorities to address resource and operational challenges
  
  • Requires in-depth knowledge and experience
  
  • Decisions are guided by policies, procedures and business plan; receives guidance from manager
  
  • Generally domestic accountability
  
  
  Primary Responsibilities:
  • Provide line management direction and support to the assigned service team.
  
  • Plan and implement work schedules as required.
  
  • Plan and implement training schedules to facilitate product launch or workload shifts.
  
  • Respond to customer escalations due to services response or equipment reliability (including “after hours” escalations).
  
  • Ensure customer satisfaction with Xerox equipment and services through effective coaching of multiple work groups of Customer Service Engineers. by; Coach & counsel individual performance against objectives, facilitating CSE career planning sessions and coaching and counseling service teams with performance improvement.
  
  • Monitor and improve performance of the team in the areas of customer care techniques, equipment maintenance programs and retrofits, and administrative reporting responsibilities.
  
  • Analyzes team performance for shortfalls using service metrics and MIS tools
  
  • Provide clear verbal and written communications to customer and service team via benchmark technology (PC, Internet, Nextel Radios, etc.)
  
  • Problem-solve business critical objectives (customer satisfaction, productivity, and expense performance) and monitor for success.
  
  • Implement technical staffing plan for assigned service team
  
  • Interface with Sales organization to achieve organizational objectives.
  
  • Achieves assigned revenue, expense, HR discipline, and resource utilization objectives.
  
  • Maintain technology knowledge in the areas of network connectivity as well as knowledge required to be conversant for products supported