Customer / Product Support Manager

JOHN OATES 37 Park Hill Drive o New Windsor, New York 12553 (H) 845.565.9162 / (C) 845.401.5508 o [email protected] SENIOR MANAGER: Product / Technical Support, Customer Service Senior manager offering more than 20 years of global leadership background in technical / product support, customer service, and product life cycle management. * Track record of achievement in the design and development of 2 after-sales service and technical support businesses, with experience managing multiple, globally dispersed facilities. * Champion of service as a critical investment with a talent for creating a performance-driven mindset and generating measurable top and bottom line value. * Superb eye for continuous process improvements, particularly in the areas of quality control, expense management, customer relations, call center operations, inventory, and data administration. * Inspirational leader known for building the organizational talent base and for promoting internal advancement and individual professional development. Core Competencies Service & Support Strategy o Product Strategy / Product Life Cycle Management o Customer Relations Product Marketing / Product Positioning o Continuous Process Improvement o ISO 9000 / Quality Control Relationship Building o Strategic Resource Planning o Vendor Management o Cost Avoidance Coaching, Mentoring, & Motivation o Team Building / People Management o Training & Development PROFESSIONAL EXPERIENCE VISION RESEARCH INC., Wayne, New Jersey o 2008-2010 Global Service & Support Manager Drove strategy and performance for 4 repair centers in the U.S., Japan, and Europe that handled 800 yearly work orders. Devised and introduced a performance management framework, including key performance indicators. Directed the development and continuous improvement of standard operating procedures. Provided leadership, guidance, and training to a team of 9. * Transformed the service organization into a performance and improvement-driven culture. * Aligned all 4 facilities under a single data management and performance measurement system. * Boosted the warranty conversion rate to 92% out-performance using a warranty sales strategy. * Launched a comprehensive training and skill development curriculum

for the Technician team. * Propelled repair sales ahead of plan by 4% and upgrade sales by 18%. OLYMPUS SURGICAL & INDUSTRIAL AMERICA, Orangeburg, New York o 2001-2008 Product Manager (2005-2008) Orchestrated the Olympus Semiconductor inspection equipment product life cycle from concept to launch, producing $3 million of the $18 million Industrial Micro Imaging revenue base. Optimized competitive positioning by keeping close tabs on the marketplace and translating customer needs into innovative products. Coordinated the product strategy across various groups around the globe, including sales, manufacturing, and third party service provider teams. Applied hands-on management and review of the equipment installation and repair functions. * Designed the booth set-up and product presentation strategies for the largest convention of the year. * Controlled content and resource allocation pertaining to customer product demonstrations. * Bolstered sales, profits, and market share by pioneering a trade-in / discount purchase program. JOHN OATES o Page 2 o [email protected] OLYMPUS SURGICAL & INDUSTRIAL AMERICA Continued... Technical Service Manager (2001-2005) Envisioned and implemented a service strategy for the North American Service Center, covering $6 million in sales or 3,000 annual repair orders on Industrial Remote Visual Inspection and Micro Imaging equipment. Oversaw strategic direction and performance in the areas of pricing, inventory control, quality assurance, contract management, and vendor management. Employed a continuous improvement approach to accelerate cycle times and streamline the cost structure. * Established the service business from start-up and grew it into a thriving profit center. * Assembled a team of Technicians, Service and Inventory Administrators, and Quality Inspectors. * Ran the operation in line with 2-day price quote and 4-day repair time benchmarks. * Led continuous improvement initiatives, including a job priority management system. CRS RETAIL SYSTEMS, Newburgh, New York o 1999-2001 Project / Account Manager Critical project lead and customer relationship manager on various software updates and repair jobs. Handled project planning, scheduling, timeline management, resource planning, and delivery. * Ensured deliverable quality and customer satisfaction through cross-functional collaboration with the development team, quality assurance, and business analysis.

MICROBIZ CORP., Mahwah, New Jersey o 1998-1999 Manager of Technical Services Delivered product support and issue resolution to Point of Sale software system customers. Allocated a budget of $400,000 and managed a technical team of 9. * Dramatically enhanced customer service, cutting call abandonment from 74% to 17%, answer speed from 18 to 11 minutes, call aging from 8 to 2 days, and close time from 6 to 1.5 days. * Out-performed the 1.8 to 1 revenue to cost benchmark. Additional Professional Background: PHILIPS ELECTRONIC INSTRUMENTS / PHILIPS ANALYTICAL, Mahwah, New Jersey Manager of Service Administration & Logistics (1996-1998) * Managed call center, inventories, and contracts for 3 operating units. * Directed the work and efficiency of 120 Field Service Engineers. Technical Support Manager / Technical Support Specialist (1987-1996) * Spearheaded a team that provided vital product support to the Field Service Engineering group. EDUCATION & TRAINING Associate of Science in Electrical Technology Orange Country Community College, Middletown, New York Call Center Excellence Project Management Finance & Accounting for Non-Financial Managers Managing Technical Professionals ISO9000 Internal Auditor Resume