Mark Hilde

• Achieved high levels of customer satisfaction by managing a technical assistance team of 8 agents in the industrial division, effectively addressing inquiries from distributors, sales teams, and end users. Delivered insights on key performance indicators and trends to executives in engineering, manufacturing, marketing, and sales.

• Manage the Industrial Division Warranty. Managed the warranty claims coordinator. Report KPIs, and trends to executives, Engineering, Manufacturing, Marketing and Sales teams

• Manage customer complaints and product quality issues. Report issues, Manage the containment of WW product, within distributions centers, manufacturing facilities and distributor partners, Assign internal teams to investigate, report root cause and corrective action. Manage field communications when resolutions are implemented.

• Cross divisional and WW collaboration. Sharing knowledge, best practices, co-manage continuous improvement projects.

Coordinated and executed remodeling initiatives for both single-family homes and multi-family townhomes, ensuring quality and compliance with design specifications.

Define project scope, manage bid submissions, organize, plan and finalize projects, one on one collaboration with customers.