Southern New Hampshire University

Northern Essex Community College

New Horizon's Learning Center

AT&T/Lucent Technologies

Service Parts Manager

F.W. Webb Company

Outside Sale Representative

•	Research, quote and order replacement components for commercial kitchen equipment
•	Provide written proposals to customers via email & provide follow up
•	Process, order, receive and stage replacement water filters
•	Participate in ensuring stock levels are maintained and inventory is orderly
•	Assist with receiving inbound UPS/FedEx order, as required
•	Collaborate with the Service Department to ensure parts are ordered in a timely manner
•	Assist researching recommended replacement parts for our PM Customers
•	Promote a positive work environment and company culture
•	Other related duties as assigned

Joe Warren & Sons Co., Inc.

Industrial Roofing Company provides commercial Roof Management Services and Scheduled Annual Maintenance of over 5 million square feet of roofs across New England. The Service Manager provides direction and oversight for the project(s) through the execution phase with a specific focus towards safety, quality, procurement, cost management, schedule management, work performance and overall progress against the plan while mitigating risk to the Company and our Customer.
* Manage day-to-day service crew operations.
* Ensure customer satisfaction and maintain contact with customers.
* Schedule and dispatch service crews (including emergency line).
* Manage service work order for invoicing and accurate data entry of work orders.
* Ensure quality and safety of the work performed by service crews.
* Train as needed to develop service crew skills.
* Review time cards and PTO requests from the service crews.
* Strengthen customer relations and customer development through service crews.
* Enforce company policies and procedures to ensure company goals and objectives are met or exceeded.

IRC Industrial Roofing Companies

Service Manager

Ritchie & Sons is a distributor of metal fabrication equipment for New England and New York. Since 1960 they have sold machines to the HVAC, roofing, structural steel and miscellaneous steel industries, along with many others.
* Supervises 4 field technicians and 2 shop technicians in day-to-day repair, installation, and performance maintenance operations.
* Responds to customer service/repair issues in a timely manner.
* Created effective customer service procedures, policies, and standards.
* Implemented an effective, efficient, and paperless service management program (mHelpDesk).
* Maintains accurate records and documents all customer service activities, discussions, and site hardware.
* Assess service statistics and prepare detailed reports on findings to ownership.
* Hire and train new service technicians.
* Increased billable services by offering Performance Maintenance services to customers.
* Increased revenue by consistently tracking and invoicing all service visits.

RITCHIE & SONS INC

Understand the needs and expectations of the customers and provide relevant solutions.
* Handle phone calls from customers and Outside Sales to ensure proper attention to customer needs.
* Offer product alternatives that may better suit customers and their buying needs.
* Work with customers to explain details of the different products offered to enhance the buying experience.
* Operate JLM CRM (customer relationship management) systems and ensure customer information is accurate and up-to-date.
* Research and place quotes/orders for customers and Outside Sales personnel.
* Monitor and update, when necessary, all orders and backorders for proper and timely fulfillment.
* Keep abreast of new product offerings through supplier training.
* Build lasting relationships with industry personnel through social media, training, building material expos, etc.

Jackson Lumber and Millwork

Inside Sales Account Manager

Direct and coordinate the execution, establishment of manufacturing operations for Netherlands-based Company’s first US facility with $2M budget; measure performance in safety, quality, delivery, and cost.  Responsible for Plant production, financial performance, meeting customer requirements and maintaining the orderly and productive operation of Plant floor activities. Coordinate the movement of repaired parts and equipment to warehouse location

Projects & Accomplishments: 
•	Led $500,000 facility build out. Coordinated contractors, electricians, and HVAC personnel. Purchased all office equipment and furniture. Hired 18 repair and warehouse personnel. Opened facility on time. 
•	Consistently met 10-day turnaround from incoming parts for repair to placement in inventory. Reduced turnaround from initial 30 to 10 days through 5S, Kaizen events and continued training. 
•	Increased throughput from 500 parts per month to more than 1,000 by focusing on continuous improvement, including Kaizen events that reduced waste and maximized efficiency.
•	Streamlined workflow by implementing a Kanban system and introducing scanners for parts tracking. Additionally deployed 5S and Lean protocols to facilitate greater efficiency.
•	Lowered operating costs by $100000 reduction one time and about $5000 per month thereafter reducing on-hand inventory and improving inventory control processes.

MT Unirepair, Inc.

Plant Operations Manager | Team Leadership | Customer Service | Kaizen | Kanban | Lean Protocols

Acted as single point of contact to customer for service/implementation and technical issues.  Managed and improved service center performance, staffing ratio goals, and financial goals. Involved in planning, organizing, and managing all operational activities within the departments to ensure the Service Level Metrics are met. Implemented continuous improvement initiatives to drive operations and ensure maximum productivity and efficiencies.

Projects & Accomplishments: 
•	Increased revenues by developing new products and services to meet customer needs, and by formulating optional service and support contracts.
•	Saved more than $10,000 per month, while improving service levels, by minimizing overtime and reducing domestic and international travel 20%.
•	Decreased repair turnaround times 50%, eliminated legacy issues, and streamlined workflow by implementing 5S methodologies in the repair depot and formulating new policies and procedures.
•	Improved internal relationships and project productivity by launching a Lunch & Learn program in conjunction with several cross-functional teams.

Morpho Detection, Inc.

Sr. Manager - Americas Trace Customer Support | Service Center | Operations | SLA Improvement

Successfully managed operations and sales of High-speed document processing machinery in US and Canada; ensured wide distribution of products through effective market penetration, brand promotional activities and programs.  Administered $2M budget and supervised team of 30-plus field technicians and several site supervisors across the region. Developed and maintained relationships with clients & external associates and secured repeat business & long term customer loyalty within the industry.

Projects & Accomplishments: 
•	Planned and led establishment of new Bank of America location, including the installation of six machines. Led all customers training. Completed project on-time and under budget.
•	Improved uptime at customer sites through better training and by implementing on-site parts inventories.

Charles Mazza