JOHN OATES

37 Park Hill Drive New Windsor, New York 12553

(H) 845.565.9162 / (C) 845.401.5508 jod85326@westpost.net
SENIOR MANAGER: Product / Technical Support, Customer Service
Senior manager offering more than 20 years of global leadership background in te
chnical / product support, customer service, and product life cycle management.
Track record of achievement in the design and development of 2 after-sales serv
ice and technical support businesses, with experience managing multiple, globall
y dispersed facilities.
Champion of service as a critical investment with a talent for creating a perfo
rmance-driven mindset and generating measurable top and bottom line value.
Superb eye for continuous process improvements, particularly in the areas of qu
ality control, expense management, customer relations, call center operations, i
nventory, 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 Product Strategy / Product Life Cycle Management Cu
stomer Relations
Product Marketing / Product Positioning Continuous Process Improvement ISO 900
0 / Quality Control
Relationship Building Strategic Resource Planning Vendor Management Cost Avoi
dance
Coaching, Mentoring, & Motivation Team Building / People Management Training &
Development

PROFESSIONAL EXPERIENCE
VISION RESEARCH INC., Wayne, New Jersey 2008-2010
Global Service & Support Manager
Drove strategy and performance for 4 repair centers in the U.S., Japan, and Euro
pe that handled 800 yearly work orders. Devised and introduced a performance man
agement framework, including key performance indicators. Directed the developmen
t and continuous improvement of standard operating procedures. Provided leadersh
ip, 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 measure
ment system.
Boosted the warranty conversion rate to 92% out-performance using a warranty sa
les strategy.
Launched a comprehensive training and skill development curriculum for the Tech
nician team.
Propelled repair sales ahead of plan by 4% and upgrade sales by 18%.
OLYMPUS SURGICAL & INDUSTRIAL AMERICA, Orangeburg, New York 2001-2008
Product Manager (2005-2008)
Orchestrated the Olympus Semiconductor inspection equipment product life cycle f
rom 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. Coordi
nated the product strategy across various groups around the globe, including sal
es, manufacturing, and third party service provider teams. Applied hands-on mana
gement and review of the equipment installation and repair functions.
Designed the booth set-up and product presentation strategies for the largest c
onvention of the year.
Controlled content and resource allocation pertaining to customer product demon
strations.
Bolstered sales, profits, and market share by pioneering a trade-in / discount
purchase program.

JOHN OATES Page 2 jod85326@westpost.net

OLYMPUS SURGICAL & INDUSTRIAL AMERICA Continued

Technical Service Manager (2001-2005)
Envisioned and implemented a service strategy for the North American Service Cen
ter, covering $6 million in sales or 3,000 annual repair orders on Industrial Re
mote Visual Inspection and Micro Imaging equipment. Oversaw strategic direction
and performance in the areas of pricing, inventory control, quality assurance, c
ontract management, and vendor management. Employed a continuous improvement app
roach to accelerate cycle times and streamline the cost structure.
Established the service business from start-up and grew it into a thriving prof
it center.
Assembled a team of Technicians, Service and Inventory Administrators, and Qual
ity Inspectors.
Ran the operation in line with 2-day price quote and 4-day repair time benchmar
ks.
Led continuous improvement initiatives, including a job priority management sys
tem.
CRS RETAIL SYSTEMS, Newburgh, New York 1999-2001
Project / Account Manager
Critical project lead and customer relationship manager on various software upda
tes 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 analysi
s.
MICROBIZ CORP., Mahwah, New Jersey 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 ti
me 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 Eng
ineering 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