Head of Service for East USA and Canada - Grundfos Pumps
(2020-01)
- Partner Relationship Management: Cultivate and manage relationships with 67 Audited Service Providers to strategically expand the company's customer service and support footprint.
- Service Expansion & Revenue Growth: Spearheaded the transformation of a regional service location from a basic warranty workshop into a full-scale service center, driving a 289% growth in service offerings over four years.
- KPI Efficiency: Re-engineered internal processes to successfully handle a 50% increase in volume while consistently meeting a strict 3-day turnaround standard for Returned Material Authorizations (RMAs).
- Safety & Compliance: Championed a culture of safety by implementing rigorous technician training and protocols, achieving 0 Lost Time Incidents (LTI) over a 4-year period.
National Electronic Applications Engineer for USA - Grundfos Pumps
(2018-01 - 2020-12)
- Advanced Technical Support: Provided high-level technical troubleshooting and escalation support for specialized product lines, ensuring rapid resolution for internal and external clients.
- Knowledge Management: Created a comprehensive digital resource library for internal field technicians to streamline issue resolution.
- Training & Development: Designed and deployed standardized service training protocols to elevate the skills and performance of internal and external service providers nationwide.
Technical Sales Manager - Grundfos Pumps
(2015-01 - 2018-12)
- Client Advocacy & Enablement: Delivered expert technical support and product training for distributors, dealer networks, and internal staff across the Groundwater Sales division.
- Problem Resolution: Performed technical root cause analysis and established corrective actions for complex well water applications to restore customer operations.
- Resource Creation: Authored numerous technical white papers utilized across the organization to improve technical support readiness.
Product / Project Manager: Precision Meters and Controls - Tuthill Transfer Systems
(2013-01 - 2015-12)
- Voice of the Customer (VoC): Conducted structured market research and VoC initiatives to identify client pain points and align product features with customer expectations.
- Technical Support Oversight: Provided cross-functional technical support for petroleum metered controls within an $8M business unit.
- Process Improvement: Introduced Lean principles to legacy workflows to eliminate service bottlenecks and enhance delivery speed.
Director Technical Marketing, Energy Systems - Franklin Electric
(2012-01 - 2013-12)
- Service Infrastructure Development: Built a high-growth business unit from the ground up, scaling revenue from $500K to $2M in 12 months by establishing customer-facing policies, procedures, and training materials.
- Hotline Management: Launched and managed the unit's dedicated technical service hotline, dramatically decreasing resolution times for field issues.
Director Drives and Controls Marketing - Franklin Electric
(2008-01 - 2012-12)
- Warranty Escalation & Reduction: Collaborated directly with Engineering to design an advanced field-analysis process, resulting in a 50% reduction in customer warranty claims.
- Customer Relations: Managed complex market research, targeted VoC activities, and high-stakes conflict resolution to repair, maintain, and strengthen vital customer accounts.
