SERVICE OPERATIONS MANAGER:

FIRE ALARM SERVICE/INSTALLATION

Award-winning service operations manager and team development professional with
an exceptional 20+ year record of combining technology and customer service acum
en to deliver superior financial results. Collaborative director and team traine
r who establishes positive work environments and drives enhanced productivity an
d performance levels. Fearlessly creative operations head with proven background
of streamlining financial and operations processes and increasing revenue and s
ales. Long-term, loyal employee able to quickly assimilate new roles and respons
ibilities.
Financial Management * Process Improvement * Customer Satisfaction * Change Mana
gement
Contract Analysis * Employee Motivation/Retention * Hiring/Coaching * Employee T
raining
PROFESSIONAL EXPERIENCE
SIEMENS BUILDING TECHNOLOGIES - 1999-2010
Service Operations Manager, Mid Atlantic District, Fire and Safety Division - 20
06-2010
Based in Mount Laurel, NJ office. Drove business development for a newly launche
d start-up office in Harrisburg, PA. Hired, trained, coached, and managed staff
and new employees in various positions. Directed budget development, forecasting
and GAP plans. Developed and tracked finances, with positive GM slip of over 2%
. Maintained staffing budgets. Contributed to the A/R collection process, introd
ucing system improvements that improved capture of customer billing requirements
. Grew field teams, management, and back office support staff to respond to expa
nding sales. Established a customer service excellence culture and ensured super
ior customer service levels, and trained field personnel in Focused Advanced Cus
tomer Service Training. Evaluated staff performance and coached supervisors.
Key Achievements:
* Helped increase total branch revenues from $14M to $18M during tenure.
* Boosted service business from $5M to $10M with 10-20% year-over-year revenue g
rowth and operating margins.
* Grew T&M volume 20% year over year by increasing team effectiveness and improv
ing workflow/volume of time and material repair work.
* Reduced employee turnover to under 5% by coaching, mentoring, and training tea
ms in best practices and by implementing a positive work environment.
* Named one of the Top 5 offices nationally for meeting/exceeding plans three ye
ars in a row.
* Received several awards, including Certificate of Achievement for outstanding
revenue performance, Certificate of Appreciation, Leadership Award, National Top
-Plus Award for outstanding achievement in sales stimulation, and Outstanding Pe
rformance (FY 2007).
* Delivered positive customer satisfaction ratings 3 years running by introducin
g customer report card process.
* Implemented advanced productivity tools and established technology support and
productivity leaders.
* Spearheaded business software platform change, restructuring staff, warehouse,
and service inventory/rolling stock.
* Introduced management improvements for Move/Add/Change small service projects.
Operations Manager, Mid Atlantic District, Fire and Safety Division - 2004-2006
Oversaw all installations and service operations teams. Developed fire service o
perations for 2 locations and created long-term plans to develop and drive the f
ire service market. Implemented technical support, training, and engineering tea
ms and functions in the regions. Coached supervisors and technicians, and provid
ed workflow training.
Key Achievement:
* Increased revenue from $11M to $14M during tenure.
Operations Manager, Fire and Safety Division - 2001-2004
Headed the installations and service operations team efforts for the local branc
h office. Directed engineer, project manager, service supervisor, coordinator/di
spatcher, and technician teams and maintained sufficient staffing levels. Teamed
with branch manager to assess monthly budget revenue and gross margin goals.
Key Achievements:
* Grew branch revenue from $7M to $11M.
* Oversaw the integration of the Philadelphia branch office operations.
Operations Team Leader, Fire and Safety Division - 1999-2001
Established and managed operations at the new branch location. Teamed with branc
h manager and sales manager to create operating infrastructure and align all ope
rations with corporate guidelines. Ensured staffing levels were within the staff
ing budget. Drove the operations team productivity levels. Reviewed pre-work pro
ject estimated/documents. Organized engineering and materials needs and ensured
successful project launch. Spent 75% of work time in the field. Assisted with co
llection.
Key Achievements:
* Directed annual revenue of $300K.
* Established and maintained engineering and job management best practices.
** ** **
Career Note: Additional excellent experience with Siemens as a Senior Service Te
chnician, prior to 1999. Details furnished upon request.
EDUCATION
Electrical Engineering coursework
New Jersey Institute of Technology, Newark, New Jersey
CERTIFICATIONS/LICENSURE
NICET Level 3 in Fire Alarm Systems cert # 86810
State of New Jersey DCA Div of Fire Safety #154724
Siemens / Pyrotronics Product Technical Certifications:
SYSTEM-3, HI VOLTAGE, XL3, CXL, CVP-90, INS-2, EVACS, MXL, MXLV, ACCULINK, ANALA
SER
Familiarity with: Simplex, Edwards, Harrington, FCI, Gamewell, Notifier, Silent
Knight, VESDA, Ademco
ADDITIONAL SKILLS
Microsoft Office * Excel * IBM AS-400 * SAP * Oracle * DOS * Win 3.1 thru Win XP
pro inclusive * General electronic diagnosis and repair