Developed a unique market position
through differentiation of services that focused on medical and corporate
clients increasing utilization and demand for insurance reimbursed services by
600% and fee for service areas by 800%.
Michael is a strategic & tactical service and operations
executive with competence in managing national field service,
technical support, technical and management training, call centers,
re-manufacturing and reverse logistics.
Identified a need to eliminate the service support of older products and
directing sales to generate repeat business through upgrades.
Devised an EOL (End of Life) program to communicate with customers of
older products with programs for upgrades to new products. 65% of
customers moved to new products with a 7% increase in after-market
revenues plus service and supply savings of $125K and reducing $400K in
Transitioned direct field service in rural areas from Supplier (A) to Supplier (B), at a savings of close to $1M annually. Managed customer call centers, technical support groups and service training, parts recovery and remanufacturing operations.
Led all field service operations for division with over 500 technicians and managers and managed the service revenues of $300M and operating costs of $60M. Originated a new productivity/workload metric and management grade classification, reducing management costs by 12%.
Managed and directed, with a focus on after sales service and maximizing customer relations, a group of 10 support technicians and 200 field managers and technician in areas including Customer Service Operations, Field Service, Remanufacturing, and Distribution in regional areas throughout the US with budgets up to $20M.
Core Competencies and Achievements include:
Integration / Testing
Staffing, Employee Development
Turn Around Management
HARVARD UNIVERSITY Bachelor of Arts (BA) Visual
Leadership Training and Facilitator – Learning International
COMPANY A - Shelton, CT (2003-Present) $10.B IT Software Development Company
Vice President; Product Support
COMPANY B - Trumbull, CT (2003-2006) Office Products Manufacturer with revenues exceeding $700M.
Vice President Customer Technology and Manufacturing
COMPANY C - Trumbull, CT (1988-2003) Vice President Field Service Operations