Joshua Myrick
Corona,CA
Summary
Dynamic leader with a proven track record at Acuity Brands Inc, driving a 60% reduction in support response times through innovative strategies and team collaboration. Skilled in Salesforce and project management, I excel in enhancing operational efficiency and fostering employee engagement, achieving 100% satisfaction among field service engineers.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
14
14
years of professional experience
Work History
Director Technical & Field Service Support
Acuity Brands Inc
08.2023 - Current
- Merged our Lighting and Controls Technical Support teams into a single high-performing organization with aligned systems, structure, and training. This resulted in a 60% reduction in average speed of answer.
- Launched a dedicated support channel giving internal and partner field service engineers expedited access to Technical Support, improving satisfaction, response times and issue resolution. 100% satisfaction from our internal and partner Field Service Engineers since launch, May 2024.
- Led cross-functional development and launch of user-friendly self-service pages, improving accessibility, driving adoption, and achieving an initial 10% reduction in live support case volume.
- Strengthening collaboration between Technical Support and internal partners to improve escalation visibility, enhance customer outcomes, and support future revenue opportunities.
- Improved engagement and satisfaction during organizational change by implementing programs focused on team building, wellness, connectivity, collaboration, recognition, and feedback, increasing employee satisfaction from 76.2% to 100% in Q4 FY25.
- Implemented a comprehensive talent development program to build skills, advance career growth, and strengthen leadership pipeline.
- Worked with cross functional partners to streamline and automate KPI’s and pulse metrics via dashboards.
- Leveraged tools and technology to streamline workflows and eliminate manual tasks, increasing efficiency and operational productivity.
Sr Manager Technical Support
Acuity Brands Inc
05.2022 - 08.2023
- Established a Mexico support center and implemented a backfill strategy, maintaining optimal resource balance between US and Mexico teams while building capacity.
- Established KPIs, developed KPI reporting, and delivered monthly performance results to leadership, including RCCM analysis, to drive data-informed decisions
- Established SMART goals for self and meaningful, balanced objectives for associates to drive performance without fostering negative behaviors.
- Conducted monthly one-on-ones with all associates, incorporating performance metrics and case assessments to provide actionable guidance and support success.
- Conducted mid-year and year-end performance evaluations, including merit increases and bonus allocations, to align performance with rewards and organizational goals.
- Oversaw daily support queues to ensure timely case resolution, balanced workloads, and maintained service level targets.
- Directed the coordination and implementation of training programs to enhance team skills, knowledge, and performance.
- Managed hiring, onboarding, equipment provisioning, 90-day plans, and disciplinary actions to ensure smooth team operations and performance accountability.
- Deployed new tool (TechSee), enabling associates to use customer smartphone cameras to provide faster, more accurate support and improve the overall customer experience while reducing costs associated with no fault found returns and site visits.
- Implemented advanced forecasting tools, comprehensive associate assessments, and remote screen visibility to enhance training effectiveness and operational oversight.
- Implemented and developed operational standards, policies and procedures.
- Developed and implemented KCS processes within Salesforce to enable self-service capabilities and improve knowledge management.
Technical Support Manager
Acuity Brands Inc
08.2019 - 05.2022
- Analyzed and developed service goals for in-bound call center.
- Developed and implemented training initiatives for new hires.
- Managed customer contact center with 15 support representatives.
- Delivered monthly performance results to leadership, including RCCM analysis, to drive data-informed decisions
- Conducted monthly one-on-ones with all associates, incorporating performance metrics and case assessments to provide actionable guidance and support success.
- Conducted mid-year and year-end performance evaluations, including merit increases and bonus allocations, to align performance with rewards and organizational goals.
- Oversaw daily support queues to ensure timely case resolution, balanced workloads, and maintained service level targets.
- Directed the coordination and implementation of training programs to enhance team skills, knowledge, and performance.
- Managed hiring, onboarding, equipment provisioning, 90-day plans, and disciplinary actions to ensure smooth team operations and performance accountability.
- Implemented and developed operational standards, policies and procedures.
Technical Support Specialist
Acuity Brands Inc
05.2015 - 08.2019
- Provided support for complex lighting controls systems within residential, commercial, and industrial spaces.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Occasionally took on extra projects like escalation site visits and developing and executing trainings.
- Managed approximately 30-60 inquiries a day.
Field Service Engineer
Nautilus Hyosung
08.2012 - 05.2015
- Tested ATM equipment performance and demonstrated operation and servicing of equipment to customer.
- Updated and maintained assigned machines per manufacturer specifications.
- Facilitated communication between office personnel, subcontractors, and customers.
- Scheduled service calls according to customer location and urgency of need.
- Performed equipment start up and train customers.
- Supported approximately 30 Chase Bank locations.
Education
Associate of Science - Electrical, Electronics And Communications Engineering
ITT Technical Institute
San Bernardino, CA06-2012
Skills
- Salesforce
- Five9
- Microsoft Office Suite
- Financial management
- Communication
- Decision making
- Project management
- Leadership
- Team building
- Team collaboration
- Strategies and goals
- Process improvement
- Conflict resolution
- Change management
- Problem-solving
Tools
Microsoft Office
Salesforce
Five9 Cloud Contact Center
TechSee
CoPilot
Timeline
Director Technical & Field Service Support
Acuity Brands Inc
08.2023 - Current
Sr Manager Technical Support
Acuity Brands Inc
05.2022 - 08.2023
Technical Support Manager
Acuity Brands Inc
08.2019 - 05.2022
Technical Support Specialist
Acuity Brands Inc
05.2015 - 08.2019
Field Service Engineer
Nautilus Hyosung
08.2012 - 05.2015
Associate of Science - Electrical, Electronics And Communications Engineering
ITT Technical Institute