Jerry Duewel
Ashland,OH
Summary
Seasoned technical service manager with a service-focused leadership style. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Looking to further utilize my servant leadership style and technical experience to obtain a leadership position at a family-oriented company. A company that not only provides high-quality products, but also provides first-class customer service.
“If we take care of the customer, the customer will take care of us”.
Overview
24
24
years of professional experience
Work History
TECHNICAL SERVICE MANAGER
XEROX CORPORATION
01.2019 - 01.2024
- Manage & Develop a Team of 24 Field Service Technicians
- Drive Copier Industry Key Performance Indicators
- Responsible for Recruitment & Performance reviews
- Manage Field Technician Parts inventory audits
- Create Territory assignments and maintain workload balance
- In 2023, my Xerox Team achieved the region’s highest Customer Survey satisfaction level
SERVICE MANAGER
GLOBAL IMAGING SYSTEMS, Subsidiary Of Xerox Corp.
01.2017 - 01.2019
- Managed 4 Field Service Managers in Mansfield & Columbus
- Managed 2 Shop Managers in Mansfield
- As a cohesive Team, we managed & developed a Team of 35 Field Service Technicians and 5 Shop Technicians
- Led Recruitment & Performance reviews
- #1 ranked Ricoh dealer in the nation
- Drive Copier Industry Key Performance Indicators
- Bonused on Technical KPI’s and Service Dept Profit & Loss.
SERVICE MANAGER
MT Business Technologies Inc.
01.2003 - 01.2017
- Managed 3 Field Service Managers in Mansfield
- Managed and grow the Columbus Service Department
- Added 1 Field Service Manager in Columbus
- Managed 2 Shop Managers in Mansfield
- As a cohesive Team, we managed & developed a Team of 35 Field Service Technicians and 5 Shop Technicians
- #1 ranked Ricoh dealer in the nation
- Drive Copier Industry Key Performance Indicators
- Bonused on Technical KPI’s and Service Dept Profit & Loss statements.
FIELD SERVICE MANAGER
MT Business Technologies Inc.
01.2000 - 01.2003
- Technical Field Support to a Team of 8 Copier Field Technicians
- Assisted SM with Recruitment & Performance reviews
- Responsible for development of Techs troubleshooting skills
- Troubleshooted chronic machine issues in the field
- Collaborated with Manufacturer as needed
- Responsible for improvement of Techs customer service skills
- Performed Customer Service visits as needed
- Coordinated schedules with Call Center to maintain response goals.
Education
Ontario High School
Mansfield, OHAuto Mechanics & Basic Electronics
Pioneer Career And Technology Center
Shelby, OHIndustry Certifications
Skills
- E- Automate & ServiceNow Apps
- Word
- Excel
- Customer Service
- Recruitment
- Conflict Resolution
Service Leadership
Grace Church of Ashland
- Served on Board of Elders 2012-2022
- Served on Business Committee 2014-2022
Volunteer Projects
Encompass World Partners
- 2023 Jackson, Ky, Flooded home rebuild
- 2022 Bowling Green Ky Tornados, Home repairs & Tree removal
Partners in Christ
- 2010 Fountain of Life School, Juan Tomas, Dominican Republic, New Construction work
Timeline
TECHNICAL SERVICE MANAGER
XEROX CORPORATION
01.2019 - 01.2024
SERVICE MANAGER
GLOBAL IMAGING SYSTEMS, Subsidiary Of Xerox Corp.
01.2017 - 01.2019
SERVICE MANAGER
MT Business Technologies Inc.
01.2003 - 01.2017
FIELD SERVICE MANAGER
MT Business Technologies Inc.
01.2000 - 01.2003
Ontario High School
Auto Mechanics & Basic Electronics
Pioneer Career And Technology Center
Industry Certifications