Summary
Overview
Work History
Education
Skills
References
Timeline
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Justin Fry

Hagerstown,MD

Summary

North American Field Service Leader with over 10-years of experience driving growth and profitability in field service and service operations. Proven expertise in P&L management, strategic growth initiatives, and team development within highly technical industries. Skilled in fostering a growth-oriented culture, developing talent pipelines, and delivering high-value services to customers in industries like bio-medical, raw materials, aerospace, electronics and defense.

Overview

18
18
years of professional experience

Work History

North American Field Service Director

Instron
05.2018 - Current
  • Fostered an ongoing commitment to safety, health, and wellness by enhancing employee training and participation in programs to identify and reduce risks, and supporting programs focused on employee well-being.
  • Championed a purposeful atmosphere that encouraged growth, scalability, and continuous improvement by fostering strong relationships across teams and inspiring a culture of adaptability and positive change.
  • Led initiatives to create a growth-oriented culture within the North American Service team, leading to continuous organic growth and enhanced customer experience by consistently achieving net promoter scores above 70.
  • Collaborated with international service teams to implement standardized processes, metrics, align global service strategies and ensure consistent customer experience across regions.
  • Identified and implemented growth opportunities by leveraging the existing product base and maximizing service value through strategic enhancements, fostering customer-focused innovation through a decentralized entrepreneurial approach.
  • Sourced, developed, and retained a high-performing team through strategic recruitment, professional development, and mentorship programs, while recognizing, forecasting, and addressing the priorities of both external and internal customers, ensuring exceptional service delivery and alignment with business goals.

Regional Service Manager

Instron
06.2014 - 05.2018
  • Project managed and supported cross-functional global teams in the successful execution and launch of Instron Connect, ensuring seamless integration of regional service efforts.
  • Reduced customer complaints and improved satisfaction rates through initiative-taking problem resolution and clear communication.
  • Developed regional service team's skills by conducting regular training sessions, fostering a culture of continuous improvement.
  • Increased operational efficiency with the implementation of modern technologies and innovative service solutions resulting in organic growth and improved variable margin.
  • Collaborated with sales teams to identify upselling opportunities, contributing to increased revenue generation within the region.

Senior Service Engineer

Instron
10.2006 - 06.2014
  • Delivered installation, repair, retrofit and preventive maintenance services at customer sites compliant to applicable ASTM and ISO standards.
  • Conducted informal audits of regional service engineers to ensure compliance with standards.
  • Mid-Atlantic Regional Mentor and Safety officer, in addition to the National Field Safety Officer.
  • Established strong relationships with clients by providing exceptional service, leading to repeat business and referrals.
  • Enhanced system performance by conducting thorough diagnostic tests and implementing effective solutions.
  • Led training sessions for junior engineers, boosting their skills development and overall productivity.

Education

Masters of Business Administration -

Bryant University
Smithfield, RI
05-2024

Bachelors of science - Electrical Engineering

Penn State - Behrend
Erie, PA
05.2004

Skills

  • P&L Management
  • Cross-Functional Collaboration
  • Talent Development and Mentorship
  • Global Cultural Understanding
  • Strategic Growth Leadership
  • Customer Relationship Management

References

Available upon request

Timeline

North American Field Service Director

Instron
05.2018 - Current

Regional Service Manager

Instron
06.2014 - 05.2018

Senior Service Engineer

Instron
10.2006 - 06.2014

Masters of Business Administration -

Bryant University

Bachelors of science - Electrical Engineering

Penn State - Behrend

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Justin Fry