ROBERT PALMER
Carmel,Indiana
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Portfolio Manager, (Interim)
ABB
12.2022 - 04.2025
- Led product management team through transitional phase to enhance strategic direction.
- Delivered industry expertise to drive continuous innovation in product offerings.
- Developed end-of-cycle strategies for legacy products to ensure smooth product transitions for our customers to minimize disruptions.
- Fostered collaboration between front-end sales and back-end teams, improving communication, aligning objectives, and strengthening overall team performance.
Global Product Manager, Software Tools
ABB
12.2022 - 04.2025
- Provide continued product solutions for our CXproHD offering to our customers
- Successfully launched new INTEGRA IT-9000 into our global countries
- Work closely with the global sales and technical support team to continue providing advancements in our offerings
- Work closely with our backend organization for successful and timely delivery
Sr Sales Support Engineering
Honeywell
09.2021 - 12.2022
- Support Sales efforts by providing technical assistance with products and offerings
- Provide technical training for Webs customers for US and Canadian customers.
- Worked well with product development to bridge gaps between customers' needs and product roadmaps.
- Working with the technical writers to ensure our documentation is accurate.
Director of Customer Experience
Strato Automation
Charlotte, USA
01.2021 - 09.2021
- Established the foundation for technical support and training programs in the US market.
- Directed product development initiatives, including an add-in solution for the Niagara product.
- Partnered with product development teams to align customer needs with product roadmaps.
- Collaborated with Sales by visiting customers and engineers, delivering technical expertise on product offerings.
- Contract
Client Services Manager
Cylon Auto-Matrix Cylon Controls | ABB
12.2017 - 12.2020
- Built and managed a global support team across the Americas and Europe, delivering best-in-class customer service
- Deployed global case management solution, reducing resolution times by 53%
- Elevated team morale through exemplary coaching and mentoring across all departments.
- Advised major stakeholders on client relationships and project strategies.
- Partnered with product development to align customer needs with product roadmaps and led creation of a Niagara add-in solution
- Standardized worldwide training programs to ensure consistent delivery.
- Collaborated with Sales by visiting customers and engineers, providing technical expertise on product offerings.
Operations Manager, Controls
AirTight Facilitech
Charlotte, USA
02.2016 - 12.2017
- Managed annual operating budget with strict controls, consistently preventing overages.
- Collaborated with staff to enhance customer satisfaction, streamline procedures, and boost profitability.
- Trained and mentored a high-performing team, delivering regular performance reviews, feedback, and targeted coaching.
Vice President of Operations
Activelogix, LLC
Charlotte, USA
10.2014 - 01.2016
- Coordinated cross-departmental efforts to align teams with company goals and objectives
- Directed daily facility operations to ensure a safe, efficient, and enjoyable guest experience.
- Mentored employees by evaluating individual strengths and coaching to improve weaker skill areas.
- Provided thought leadership that drove recognized process improvements and operational excellence.
Director of Technical Support
Activelogix, LLC
Charlotte, USA
05.2011 - 10.2014
- Built and led a technical support team specializing in Tridium R2/AX/N4, Honeywell LBS/Webs, Distech LON/BACnet controllers, and EC-Bos products.
- Implemented case management systems and a knowledgebase with self-help tools, significantly reducing resolution times
- Mentored team members by assessing individual strengths and providing targeted coaching to improve skill gaps.
Technical Support Specialist
Activelogix, LLC
Charlotte, USA
12.2005 - 05.2011
- Supported a leading Southeast distributor specializing in Tridium R2/AX/N4, Honeywell LBS/Webs, Distech LON/BACnet controllers, and EC-Bos products.
- Delivered first-level technical support via inbound calls, remotely troubleshooting service, equipment, and account issues.
- Strengthened client relationships and retention by authoring and updating technical documentation and manuals.
- Partnered with vendors to secure replacement hardware/software and escalated complex technical concerns for resolution.
Education
Some College (No Degree) - Heating, Ventilation, Air-Conditioning, And Refrigeration Technology
Guilford Technical Community College
Jamestown, NC05-1995
Skills
- Leadership
- Building Management Systems
- Customer Service
- Energy Management
- Engineering HVAC
- Training
- Mentoring
- Product development
- Cloud
- Product management
- Technical training
- Customer relationship management
- Cross-functional collaboration
- Team leadership
Certification
- Tridium - R2, AX, N4
- Honeywell Web, LBS, Spyder, CIPer
- Distech Controls - GFX, EC-BOS
- Trane - Tracer Summit
- Invensys I/A Series
- Cylon CXproHD
- Cylon ASPECT
Timeline
Portfolio Manager, (Interim)
ABB
12.2022 - 04.2025
Global Product Manager, Software Tools
ABB
12.2022 - 04.2025
Sr Sales Support Engineering
Honeywell
09.2021 - 12.2022
Director of Customer Experience
Strato Automation
01.2021 - 09.2021
Client Services Manager
Cylon Auto-Matrix Cylon Controls | ABB
12.2017 - 12.2020
Operations Manager, Controls
AirTight Facilitech
02.2016 - 12.2017
Vice President of Operations
Activelogix, LLC
10.2014 - 01.2016
Director of Technical Support
Activelogix, LLC
05.2011 - 10.2014
Technical Support Specialist
Activelogix, LLC
12.2005 - 05.2011
Some College (No Degree) - Heating, Ventilation, Air-Conditioning, And Refrigeration Technology
Guilford Technical Community College