Joel Leiby
Swampscott,MA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
14
years of professional experience
Work History
Field Service Manager
IsoPlexis
01.2021 - Current
- Responsible for leading a team of 15 field service engineers across the globe, from the UK to China.
- Assessed operational needs and equipment availability to develop personnel schedules and assignments.
- Published and revamped SOPs to technicians while declaring system outages and rerouting staff for timely service completion.
- Maintained schedule of up to 20 service calls per week..
- Reduced time to complete installation service calls from 5 days to 2 days and expertly retained key customers.
Director of Field Service
Bevi
01.2019 - 01.2021
- Responsible for leading a team of 25 field service engineers and field operations managers to attain high customer satisfaction levels with NPS scores in the mid 80’s, CSAT scores about 95% and restocking levels over 98% across all regions
- Developed support documentation and videos for internal teams and external channel partners to provide clear instructions on how to properly service and maintain nearly 2,000 Bevi machines
- Created a custom service tool which logs service history, reports out productivity and gives clear, seamless instructions on daily activities to all technicians.
- Revamped technician training program by streamlining all documentation into modules, which standardized all technical training and monitors performance.
- Managed vendor relationships and saved over $50k with a $1MM vendor through negotiating terms.
Director of Partner Operations
Bevi
01.2016 - 01.2019
- Responsible for leading highly visible, large-scale projects such as onboarding new national channel partners, revising training curriculum and organizing new product initiative activities across multidisciplinary teams
- Spearheaded strategic and operational support across more than 200 channel partner branches, including training dozens of regional and national channel partner service teams on all service operations
- Oversaw a rolling six-month strategic plan, noting areas of opportunity for partner development, service improvement and partner order management enhancement
- Devised monthly metrics for partners, used to drive service performance
- Constructed partner training materials including installation and servicing guides, saving both time and training expenditures
- Implemented use of service software support; increased service team productivity and allowed for weekly and monthly incident reporting, improving product and service quality
- Grew partner base, starting with handful of regional distribution partners to a national accounting for ~70% company's revenue
- Increased fully-trained partner branches from three to more than 200 in two years using a remote training program and related materials to guide partner branches across the U.S.
- Chaired partner meetings to drive discussion of matters important to firm operations, keeping discourse on-topic and moving at efficient pace.
Field Service Manager
Bevi
01.2015 - 01.2016
- Oversaw Technician network and the servicing partner in completing technical, customer-centered and mechanical operations
- Leveraged the Technician network to complete machine installs, consumable refills, preventive maintenance and unplanned downtime
- Fueled growth of installed machines from zero units to over 100 paid clients in one year
- Developed a system for logging service visits for each instrument which grew into an effective reporting system used to record consumable inventory and service history for over 700 machines.
- Assessed operational needs and equipment availability to develop personnel schedules and assignments.
Senior Fulfillment Operations/ Customer Support
Leaf
01.2014 - 01.2015
- Led fulfillment across three distributors with a combined inventory of over 3K tablets and peripherals
- Completed root cause analysis of hardware losses to implement positive corrective actions
- Skillfully negotiated settlements with suppliers to comprehensively resolve component quality or service concerns; also worked together to lower the costs of supplies and services by 10%.
- Produced detailed and relevant reports for use in making business decisions.
- Evaluated current processes to develop improvement plans.
Business Development Manager
Overseas Service Corporation
01.2008 - 01.2013
- Developed and implemented an annual business plan that guided the achievement of client goals
- Acted as an effective intermediary between clients and the Field Sales Team, offering pertinent information on pricing, distribution and promotions
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Researched and identified opportunities for account growth, account penetration and market expansion.
Education
Bachelor of Arts - History
Framingham State University
in Supply Chain Fundamentals, MIT EdX Certified ScrumMaster (CSM), Scrum Alliance - undefined
Skills
- Strategic Planning & Execution
- Operating Model Optimization
- CRM Implementation & Management
- Support Service Provider Management & Oversight
- Microsoft Office
- Team Goals
- G-Suite
- Asana
- Zendesk
- NetSuite
- Salesforce
- Looker
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Field Service Manager
IsoPlexis
01.2021 - Current
Director of Field Service
Bevi
01.2019 - 01.2021
Director of Partner Operations
Bevi
01.2016 - 01.2019
Field Service Manager
Bevi
01.2015 - 01.2016
Senior Fulfillment Operations/ Customer Support
Leaf
01.2014 - 01.2015
Business Development Manager
Overseas Service Corporation
01.2008 - 01.2013
Bachelor of Arts - History
Framingham State University
in Supply Chain Fundamentals, MIT EdX Certified ScrumMaster (CSM), Scrum Alliance - undefined
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