Jennifer Carter
Framingham,MA
Summary
Accomplished senior technician/manager with an extensive background in customer service. Seeking a career change that utilizes strong interpersonal skills, attention to details, and business administration knowledge to benefit the company, the employees and the clients. Having a technical background comes with a strong understanding of computer software packages along with the ability to work in a team environment or independently. An understanding of employee relations, recruitment, and benefits were acquired through an educational background and experience in management.
Overview
31
31
years of professional experience
Work History
Field Technology Service Manager
Ricoh, USA Inc.
01.2022 - 10.2023
- Provided direction and support to a team of service technicians
- Ensured delivery of timely, cost-effective, and quality service to clients
- Met regularly with senior/executive level internal and external customers to discuss service needs and offer available solutions to insure the highest levels of customer satisfaction
- Organized resources and work assignments to gain maximum efficiency and job enrichment
- Resolved customer complaints in professional and timely manner
- Inspired and motivated team members to deliver excellent customer service using ON-Track performance management program
- Prepared and delivered timely and accurate performance appraisals for all direct reports
- Distributed annual compensation increases based on job performance and appraisals
- Responsible for meeting cost objectives for assigned territory including parts distribution, supplies, staffing, overtime, travel and education
- Recruited, interviewed, hired, and on-boarded new Technology Service Technicians
- Maintained accurate time sheets, vacation scheduling, time sheet approvals and submissions through ADP Payroll
- Scheduled training along with travel arrangements and daily stipends through Concur
- Participated on Frontline Task Force with peers to assess work processes and find solutions to problems; making changes where necessary quickly and efficiently for the ease of colleagues
Field Services Advanced Specialist II
Ricoh, USA Inc.
01.2005 - 01.2022
- Managed territory, inventory and customer relationships
- As a specialist provided leadership, direction, and 2nd level technical support to a team of technicians to ensure delivery of timely, cost-effective, and quality product service to end user customers
- Ensured a high level of external customer satisfaction
- Enabled and maintained a positive and productive work environment
- Provided timely responses to customer inquiries and complaints and ensures compliance with agreed upon customer requirements
- Worked with assigned accounts reporting overall performance and promoting Ricoh solutions
- Maintained positive and productive relationships with other functional groups
- Ensured maximum service profitability through monitoring and management of parts consumption
- Performed other duties as assigned
- Frequently interacted with customers to determine service needs on equipment and to ensure an overall high level of customer satisfaction with the service performed
- Performed a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment
- Performed Basic Connected installations, set up IP addresses, downloaded print drivers and provided customer training on printing standalone and network devices
- Completed technical training on new equipment
- Maintained and managed accurate parts inventory
- Assumed responsibilities of Field Technology Service Manager as required
- Worked closely with sales partners to maximize equipment leads and upgrade opportunities
- Managed projects of new hardware installs and solutions software.
Fund Associate in Financial Reporting
Federated Investors
01.1997 - 01.1998
Portfolio Accounting Clerk
Federated Investors
01.1996 - 01.1997
Specimen Processing Clerk
McKeesport Hospital
01.1995 - 01.1996
Clerk in the I.V. Department
McKeesport Hospital
01.1994 - 01.1995
Clerk in the Radiology Department
McKeesport Hospital
01.1993 - 01.1994
Education
Bachelor of Science - Management -
Northeastern University
Boston, MAAssociate of Computer and Electronics Engineering Technology -
ITT Technical Institute
Pittsburgh, PA05.1998
Associate of Science - Business Management -
Community College of Allegheny County
West Mifflin, PA05.1995
Skills
- Team Leadership
- Multitasking and Organization
- Employee Recruitment and Hiring
- Performance Improvement
- Teamwork and Collaboration
- Time Management
- Problem-solving abilities
- Excellent Communication
- Adaptability and Flexibility
- Positive Attitude
- Training and mentoring
- HIPAA Guidelines
Additional Information
- Proficiency in Microsoft Office applications
- Understanding and training on EEO, ADA, and HIPPA principles
- Member of company Diversity and Equity committee
- Successful completion of company Emerging Leaders Program
Timeline
Field Technology Service Manager
Ricoh, USA Inc.
01.2022 - 10.2023
Field Services Advanced Specialist II
Ricoh, USA Inc.
01.2005 - 01.2022
Fund Associate in Financial Reporting
Federated Investors
01.1997 - 01.1998
Portfolio Accounting Clerk
Federated Investors
01.1996 - 01.1997
Specimen Processing Clerk
McKeesport Hospital
01.1995 - 01.1996
Clerk in the I.V. Department
McKeesport Hospital
01.1994 - 01.1995
Clerk in the Radiology Department
McKeesport Hospital
01.1993 - 01.1994
Bachelor of Science - Management -
Northeastern University
Associate of Computer and Electronics Engineering Technology -
ITT Technical Institute
Associate of Science - Business Management -
Community College of Allegheny County