Field Service Manager
Convergent Dental, Waltham, MA
June 2021- February 2025
Responsibilities
- Coached and mentored (15) Field Service Engineers throughout US and Canada servicing Co2 Laser Equipment in the field.
- Coached and mentored (3) in-house Customer Service Representatives from technical support to scheduling FSE weekly visits.
- Field visit with Team members, ensuring service processes and procedures are followed in the field. Coached each FSE individually based on each of their strengths and weaknesses.
- Product support for both Customer Service and FSE teams in troubleshooting, while also providing additional in-field support to ease scheduling conflicts to better service our customers.
- Strong knowledge of medical device regulations (FDA 21 CFR Part 820, ISO 13485, ISO 1497). Also, participated in annual FDA audits.
- Managing annual budgets and field resources needs. Successfully operate below budgeted head count without affecting customers’ SLA and Preventative Maintenance obligations.
- Reviewing and reducing cost of travel expenses by developing new return visits tracking analytics.
- Developed new processes in Salesforce to help reduce paperwork completion time.
- Collaboration with Engineering and Manufacturing to help improve product stability and product support.
Service Manager
McCloskey Mechanical Contractors. -Boston, MA June 2020 to June 2021
Responsibilities:
• Startup and build a Service Organization from the ground up.
• Cold call and email potential clients to sell our services and Preventive Maintenance Programs.
• Maintain relationships with current customers within the region.
- Estimating and processing billing from writing Purchase Orders to Subcontractors, to invoicing customers accurately and correctly.
- Project Management for big box companies like Lowe’s and office fit-outs. Maintaining direct communication with General Contractors and on-site Supervisors with updates on the current scope of work.
- Run system report and record project budgets and revenue coming into the department.
Service Manager
Lenox Martell-Boston, MA June 2019 to March 2020
Responsibilities
- Manage and schedule day-to-day operations of Refrigeration Technicians.
- Review all end-of-day work orders from technicians, making sure invoices are billed properly.
- Coach and mentor 10 technicians to be productive, cost effective and reach career goals.
- Maintain a balance on service costs, productivity and reduction of visits by service call.
- Maintain close relationships with customers to fulfill their requests and schedules.
- Maintain close communication with Sales Reps and outside vendors on status and completion of jobs.
Field Service Manager
Canon Solutions America-Boston, MA Jan 2014 to June 2019
Responsibilities
- Manage the day-to-day operations for Service as well as long-term and short-term goals for the Branch.
- Review and manage Service Level Agreements (SLA's) and Key Performance Indicators (KPI's).
- Maintain a balance on service cost vs run-time of equipment between visits.
- Maintain close communication with customers on their needs through proper channels and/or escalations to mitigate any issues.
- Coach and teach technicians to be productive and cost saving to meet their KPIs.
- Field train new hires and monitor their progress through field visits.
- Serviced equipment in field with Senior Technicians to help shorten resolution time and improve customer experience with management involvement.
