ROBERT L. WELLS
MESA,ARIZONA
Summary
Regional Field Service Manager with 21+ years of progressive experience within the service industry and the skills to drive business, capitalize on new revenue potential, and manage all aspects of daily service operations. Expertise in service, client relations and needs assessment, marketing, financial management, purchasing, fleet management, with proven record of successfully supervising teams and implementing strategic service initiatives. Exceptional leadership skills, coupled with profound knowledge in regional operations management, customer service, and technical support. Demonstrated ability to streamline processes, enhance productivity and drive team performance. Notable impact in previous roles includes reducing downtime, increasing customer satisfaction rates and improving overall operational efficiency.
Overview
20
20
years of professional experience
Work History
Regional Field Service Manager
Fitness International LLC
Irvine , CA
09.2016 - Current
- Coordinated with other departments, such as sales and engineering, to ensure the successful completion of regional service initiatives.
- Conducted regular training sessions for field service technicians to ensure they had up-to-date knowledge of products and services offered by the company.
- Collaborated with vendors to secure parts needed for repairs or maintenance within the region.
- Created reports highlighting key performance indicators related to regional field service activities.
- Organized bi-weekly meetings with regional field service teams to discuss any issues or concerns that arose during their assignments.
- Drafted policies and procedures for regional field service personnel aimed at improving efficiency and productivity levels across the board.
- Maintained accurate records of all services performed within the region.
- Oversaw onsite and offsite maintenance, repair and installation jobs.
- Coordinated installation and technical support of equipment.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Maintained fleet of vehicles, including scheduling preventative maintenance and repairs.
- Monitored budget expenses to ensure compliance with company guidelines.
- Ensured all drivers had valid licenses, completed required training, and adhered to safety standards.
- Conducted regular vehicle inspections to identify potential problems or issues.
- Assessed fuel usage and developed strategies to reduce costs and improve efficiency.
- Researched new technologies such as GPS tracking systems to determine cost-effectiveness in improving fleet operations.
Service Manager
PFE International/Neopost/Priority Mailing Systems
Tempe , Arizona
08.2004 - 09.2016
- Obtained a contribution level of 60% of total revenue in 2010
- Implemented a service consumable program and service contract program, which increased revenue 80% from 2005 to 2006, and 140% from 2006 to 2007
- Responsible for leading, directing, planning, implementing, and monitoring strategies through the field-based technical resources assigned to the region in order to achieve the allocated operating goals
- Responsible for maintaining and enhancing overall customer satisfaction directly and indirectly, improving productivity of the Field Service Engineers (FSRs), and supporting the sales process to retain, upgrade, and increase the installed instrument base in the region
- Operating goals include revenue targets, profit contribution, customer satisfaction levels, and other measures of service delivery such as PM performance, first-time fix rate overtime, and utilization
- Oversee machine inventory and service contract programs
- Set up preventive maintenance programs with customers to maintain proper operation of equipment
- Visit customers routinely to build relationships and ensure that customer satisfaction is at its highest level
- Responsible for department budget and the planning, forecasting, and achievement of revenue expenses and contribution objectives for the region
- Analyze financial data on an on-going basis to ensure financial commitments to the overall organization will be met
- Support field inventory management efforts for the assigned product platform and recommend revisions and/or changes
- Recruit, hire, train, coach, and develop region team of FSRs
- Travel with FSRs and prepare individual development plans
- Conduct on-the-job training as required
- Establish appropriate individual goals per the key performance indicators (KPIs) to be used in the performance appraisal process and review with the individuals on a weekly basis
- Coordinate with training department to achieve and maintain the necessary skills within the region to achieve operating goals and KPIs
- Review and assess primary secondary and back-up assignments of FSRs to customers within the region
- Review territory configurations to optimize response time, matching of skills against specific customer requirements, and overall cost objectives
- Monitor the distribution of service calls and responses to minimize overtime while meeting service obligations and customer satisfaction goals
- Identify problems and complaints from customers in the region and lead the escalation and resolution of any issues
- Personally engage in any critical account situation, develop the strategy, and resolve/implement a corrective action
- Actively participate and support Region Sales Team in account prospecting, qualifying demonstration and evaluation processes, and securing orders for new and replacement equipment
- Support Service Contract Sales as required to secure service agreements or renewals with specific customers within the region
- Worked with sales to close large deals (Grubb and Ellis, Redflex Traffic Systems, State Compensation Fund, Wells Fargo, etc.) by selling the service-side of the industry
- Support and assist in continuous performance improvement of the service delivery process including the development and refinement of departmental policies and procedures within the region;
Education
Associate of Applied Science -
DeVry University
Phoenix, ArizonaSkills
- Budgeting and finance
- Payroll Management
- Staff Management
- Schedule Coordination
- Service operations management
- Scheduling and Planning
- Staff Training and Development
- Health and safety compliance
- Field Operations
- Location auditing
- Strategy Development
- Equipment and tool maintenance
- Creating estimates
- Technical team leadership
- Client Relationships
- Managing service operations
- Remote Team Management
- KPI Tracking
- Workforce Management
- Scheduling jobs
- Cost Reduction
- Preventive Maintenance
- Driver management
- Fleet monitoring
- Vehicle acquisition
- GPS Navigation
- Fuel management
- Route Planning
- Delivery schedule oversight
Awards
Presidential Honor Society
Timeline
Regional Field Service Manager
Fitness International LLC
09.2016 - Current
Service Manager
PFE International/Neopost/Priority Mailing Systems
08.2004 - 09.2016
Associate of Applied Science -
DeVry University
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