Norberto Maciel

HP Indigo Specialist Manager for the US, providing support to all the regions and solutions to customers. Involved with customer escalations and more complex customer service calls, I manage a team of 9 specialists who travel across North America managing customer escalations.

• Generated reports to track performance metrics of team members.
• Coordinated with other departments to ensure efficient workflow processes.
• Identified needs of customers promptly and efficiently.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Organized client meetings to provide project updates.
• Maintained up-to-date records of employee attendance, payroll information, vacation requests.
• Lead a team of 9 employees, ensuring high productivity and excellent customer service.
• Analyzed customer needs and recommended appropriate products or services.

• Led team of 9 Specialists in an interim management role. Quickly brought leadership and guidance to the team. Work with all Districts in North America to provide solutions with customer escalations and projects.
• Implemented process improvements to increase efficiency and reduce costs.
• Maintained accurate records of customer interactions and feedback.
• Generated reports to track performance metrics of team members.
• Provided technical support for customers in resolving complex issues.
• Conducted regular meetings with staff to review progress and address any concerns.

• Manage a team of 17 technicians
• Manage day to day operations of the District, managing service calls, escalations, parts and daily service technician activities
• Performed pre site surveys on new installations and performed full follow through from end to end to make sure all internal and external activities of our equipment were aligned with the customer
• Led by weekly customer calls to ensure overall satisfaction
• Collaborated with other team members to troubleshoot complex issues and develop solutions.
• Coordinated with vendors for resolution of any third-party product related issues.
• Managed multiple tasks within tight deadlines while ensuring quality control throughout the process.
• Connected with clients to identify needs and provide helpful solutions.
• Monitored equipment function to verify conformance with specifications.
• Recommended improvements to facilitate team and project workflow.
• Reviewed project requirements to identify customer expectations and resources needed to meet goals.

• Recruited as a Senior HP Indigo Technician after leaving Heidelberg, specializing in providing technical diagnosis break fix support to the customers in Arizona, Hawaii, Las Vegas and Southern California.
• Assisted Technical Lead in resolving customer escalations
• Completed all necessary paperwork for service calls in a timely manner.
• Disassembled defective machines for repair or replacement of parts.
• Provided technical support to customers over the phone and via email.
• Resolved customer complaints regarding product performance or malfunctioning equipment in a professional manner.
• Collaborated with other technicians to resolve complex issues quickly and efficiently.

• Finished a 4-year apprenticeship program.
• Lead installer for all format offset presses.
• Worked on one man's territory for 5 years.
• Provided technical support to customers over the phone and via email.
• Disassembled defective machines for repair or replacement of parts.
• Completed all necessary paperwork for service calls in a timely manner.
• Prepared detailed reports documenting service activities performed on each job site.
• Resolved customer complaints regarding product performance or malfunctioning equipment in a professional manner.
• Repaired and maintained production machinery in accordance with manufacturer specifications.
• Performed preventative maintenance and repairs on a variety of equipment, including pumps, motors, valves, and other components.
• Responded promptly to emergency service requests from clients.