lw116f57c@westpost.

net Area Service Director with extensive experience in managing field service operat ions, including business to business (B2B) client relationships, large staff rec ruitment and management, and employee training programs, with excellent service delivery that positively impacted client retention and promoted capital sales. Key strengths include client relations, communication, troubleshooting and probl em resolution skills. *X A top producer for nine consecutive years, consistently exceeding revenue and margin goals within large service territories. *X Developed key operational metrics for measuring and benchmarking performance and establishing growth targets. *X Consistently delivered excellent quality customer service across varied indus tries, including Healthcare, Telecommunications and Aerospace. PROFESSIONAL EXPERIENCE STERIS CORPORATION, Mentor, OH 1996 - 2010 Zone Service Director (West Coast Operations) Managed and directed field service operations for 10 western states, including A laska and Hawaii. Service zone included 9 district managers and 125 field techni cians with direct responsibility for revenue growth, P&L accountability and all after-sales support for a $40 million territory. *X Prepared bottoms up budgets for the service territory and each district withi n the territory. *X Implemented actions that improved customer satisfaction, and developed strate gies that captured and closed new business at troubled accounts. *X Improved customer satisfaction index scores in 9 months, and closed $250,000 in new business at key Integrated Delivery Network (IDN) accounts. Zone Service Director (Mid-West Operations) Managed and directed field service activities for an eight-state territory with annual revenues of more than $39 million, with a team of eight district managers and 100+ field technicians. *X Led the team that achieved established P&L objectives and provided excellent quality customer service and after-sales support. *X Maintained excellent relationships with the sales team that developed strateg ies for winning new capital and service accounts. *X Developed field training programs in conjunction with Human Resources. *X Led team to consistent growth in sales in each of the last 12 years. *X Awarded **Zone Director of the Year** in 2002. *X Earned **Setting the Standards Award** 9 times. *X Successfully led the Siebel development and implementation project for field service, moving the field service team to a fully automated wireless CRM system. *X Appointed Chairman of the Vehicle Safety Committee; implemented a new driver training program that resulted in a 25% reduction in the incident rate and led t he effort to develop and implement an improved fleet driver policy. (Professional Experience cont*d) ELECTROMAGNETIC SCIENCES (EMS), Atlanta, GA 1995 - 1996 Manager, Technical Recruiting *X Established and implemented recruiting guidelines for the staffing of technic

al and engineering positions for EMS and LXE. *X Successfully filled more than 100 positions during a nine-month period. *X Established screening and interview routines for hiring managers. *X Attended job and recruitment fairs in various states to fill open positions. *X Developed an automated system using Excel for Human Resource clerks to track and monitor flexible spending accounts. *X Developed and facilitated performance appraisal training for managers. LORAL ELECTRO OPTICAL SYSTEMS, Pasadena, CA 1989 - 1995 Senior Manager, Logistics Support Services Planned and directed Contractor Logistics Support (CLS) functional operations fo r 35 world- wide locations in support of U.S. Army training operations. Assiste d the Director of Systems Logistics Support in business development and customer relations. *X Proposal Manager for CLS programs achieving awards of more than $15 million; managed the complete cost budgeting and rationale to pass government audit and a pproval. *X Successfully directed the efforts of Technical Field Support, Computer Operat ions and Depot Repair to meet every government deliverable on schedule and withi n budget. *X Implemented **brown bag lunch & learn** seminars and served as president of t he Loral management association for two years. SCIENTIFIC ATLANTA, INC., Santa Fe Spring, CA 1982 - 1989 Western Area Manager Directed the field service operations for the western U.S. in support of Communi cations and Antenna Measurement Systems; established the service policy and mark eting strategies for several product divisions within the company. Primary area s of focus were the antenna instrumentation, telecommunications and vibration an alysis product divisions. *X Developed and implemented training programs for technicians and supervisors. *X Successfully implemented a new service program for vibration analysis equipme nt following the acquisition of a San Diego based company. *X Increased service sales by 60% from 1982 - 1985, while maintaining the primar y goal of providing quality customer service. *X Earned the **Service Manager of the Year** award two years. EDUCATION B.S.E.E. (Major: Electronics; Minor: Business Management) University of Dayton, Dayton, OH