Glenn Brown
Omaha,NE
Summary
Dynamic leader with a proven track record at Data Business Equipment, excelling in team leadership and client relationship building. Spearheaded strategic initiatives that enhanced operational efficiency and customer satisfaction. Adept at critical thinking and results-driven decision-making, consistently delivering high-quality service and fostering strong team performance.
Overview
20
20
years of professional experience
Work History
VP Field Service
Data Business Equipment
Omaha, NE
03.2019 - Current
- Assisted in developing strategic initiatives to enhance organizational performance.
- Supported cross-functional teams in executing operational strategies and optimizing workflows.
- Collaborated with leadership to identify areas for improvement within existing processes.
- Contributed to project planning sessions, providing input on resource allocation and timelines.
- Engaged in training sessions to understand company policies and operational procedures effectively.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Provided strong leadership to enhance team productivity and morale.
Regional Service Manager
Data Business Equipment
Omaha, NE
03.2017 - 03.2019
- Led regional service operations, enhancing efficiency across multiple branches.
- Mentored and trained service teams, fostering skill development and performance improvement.
- Streamlined service processes, resulting in reduced turnaround times for customer requests.
- Implemented strategic initiatives, driving customer satisfaction through improved service delivery.
- Analyzed service metrics to identify trends and optimize resource allocation effectively.
- Served as a liaison between headquarters and field staff, facilitating open communication channels for streamlined decision-making processes.
- Managed customer escalations effectively, ensuring timely resolutions and minimizing negative impacts on client relationships.
- Reduced customer complaints and improved satisfaction rates through proactive problem resolution and clear communication.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Regional Service Manager
NuSource Financial
Madison, WI
02.2014 - 03.2017
- Collaborated with cross-functional teams to align service strategies with business objectives.
- Developed training programs that improved technician proficiency and product knowledge.
- Coordinated regional resources to support high-volume service demands during peak periods.
- Managed budgets effectively by controlling costs without compromising on service quality or staff motivation levels.
- Delivered consistently high levels of customer satisfaction by monitoring service quality and implementing corrective actions where necessary.
- Conducted regular site visits to ensure alignment with corporate objectives and adherence to best practices in all aspects of regional operations.
- Collaborated with sales teams to identify upsell opportunities, contributing to increased revenue generation within the region.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Field Service Technician
NuSource Financial
Omaha, NE
05.2009 - 02.2014
- Diagnosed and resolved technical issues in financial equipment, ensuring minimal downtime for clients.
- Conducted routine maintenance on ATM and POS systems, enhancing device reliability and performance.
- Collaborated with cross-functional teams to streamline service processes, improving overall efficiency.
- Trained junior technicians on best practices for installation and troubleshooting of financial systems.
- Implemented preventive maintenance schedules, reducing emergency service calls by enhancing equipment longevity.
- Delivered exceptional customer support during on-site visits, strengthening client relationships and satisfaction levels.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Strengthened relationships with customers by understanding their needs and delivering tailored solutions that exceeded expectations.
- Enhanced system performance through troubleshooting, diagnosing, and repairing complex electronic and mechanical systems.
Field Service Technician
Bankers Security
Omaha, NE
04.2006 - 05.2009
- Managed inventory of parts and tools, optimizing resource allocation for field service operations.
- Developed comprehensive reports on service events, contributing to continuous improvement initiatives.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Resolved complex technical issues under tight deadlines, ensuring client systems were operational in time for critical business periods.
- Conducted detailed pre-installation assessments, ensuring environments were prepared for new equipment, thus minimizing installation time.
- Diagnosed and repaired problems with electrical and mechanical systems.
Education
Bachelor of Science - Mechanical Engineering
Arizona State University
Tempe, AZ04.2001
Skills
- Team leadership
- Relationship building
- Decision-making
- Critical thinking
- Client relationship building
- Results-driven
- Customer service
- OKRs and kpis
- Mergers and acquisitions
Accomplishments
Certified NCR Level 3
Employee of the year 2022
Timeline
VP Field Service
Data Business Equipment
03.2019 - Current
Regional Service Manager
Data Business Equipment
03.2017 - 03.2019
Regional Service Manager
NuSource Financial
02.2014 - 03.2017
Field Service Technician
NuSource Financial
05.2009 - 02.2014
Field Service Technician
Bankers Security
04.2006 - 05.2009
Bachelor of Science - Mechanical Engineering
Arizona State University