Вы находитесь на странице: 1из 3


1313 Ginnywood Ct. Modesto, CA 95355 (315) 534-3407 weberjj4@gmail.com http://www.linkedin.com/in/jayweber315

Customer ServiceLeader with extensive experience managing and directing highly profitable,worldwide multi-million dollarhigh-tech service organizations.Influential in affecting the bottom-line through innovative programs, outstanding customer service, and effective employee leadership. Quality conscious, consistently meets deadlines while exceeding performance standards and customer expectations. Extensive US and international travel with knowledge in foreign business operations, cultures and logistics. Executive level responsibilities have included: Worldwide Field Operations Marketing & Public Relations Service Sales & Negotiations Contract Administration Logistics & Finance ISO 9001-2008 Certification Consolidating Operations

Global Call Centers Depot Repair & Parts Sales System Training &Installation Help Desk & Technical Support IS & Software Support Order Processing & Shipping Service Facility Design


Performance Industries, Modesto, CA 2010 Present Vice President, Customer Service Consulting Provide consulting services to companies looking for best practice in field operations, logistics management, help desk, customer satisfaction improvement, cost controls, revenue growth, and new business development. Specialize in improving underperforming service businesses. PAR Technology Corporation, Inc., 2003 2010 Vice President, Worldwide Customer Service International supplier of point-of-sale systems to quick service restaurant markets (i.e., McDonalds, Yum Brands, CKE) with $225 million annual sales and 50,000+ systems installed in 105 countries. Promoted to Vice President to direct all aspects of this worldwide service operation with 450 employees and service revenues exceeding $57 million.

Achievedan immediate, seamless transition at over 2,000 restaurants nationwide on the same day for a$15 million, three-year on-site service contract. Continuously exceeded SLA and Satisfaction contractual requirements. Reduced average help desk call resolution time 10% by implementing Knowledge Base. Attained >95% first time fix on all field callsfor eight consecutive years. Successfully negotiated numerous multi-year multi-million dollar service contracts. Realized consistent annual revenue growth of 10% and minimum employee turnover. Initiated an innovative third-party outsourcing program reducing field expenses $2+ million.


Page 2 of 3

PAR Technology Corporation, Inc., Boulder, CO 2000 2003 Director, FieldOperations and Logistics Recruited to direct the field operations employing 160+field personnel nationwide. Accountable for all logistics including: depot repair, inventory management and control, and spare parts sales. Managed $16 million in inventory assets and 60+ employees.

Reduced annual inventory write-offs from over $1.8 million to less than $100,000 (<1%). Designed and implemented Advance Exchange program including Reverse Logistics process that recovered over 99% of products to be returned. Enhanced field engineer productivity with the implementation of WAP phone technology.

Sensormatic Electronics, Boca Raton, FL 1998 - 2000 Director, Global Service Logistics Was a leading supplier of electronic security systems to the retail, commercial and industrial market places with revenues exceeding $1 billion. Contributed $150 million in revenue following a promotion with global responsibilities for: 1600+worldwide employees, 15 repair depots, inventory management and control, and spare parts sales. Operations included management of $30 million in inventory assets and an average of 200 employees.

Continued to exceed aggressive service goals following the consolidation of European service centers from seven to two. Dramatically increased customer satisfaction levels and overall logistics by opening a global spare parts facility that supported worldwide Field Operations, Dealers, and Distributors.

Sensormatic Electronics, Boca Raton, FL1997 - 1998 Director, National Service Center and Customer Response Center Scope of operation averaged 6,500 repairs each monththat supported an 850-person service organization, generation of $16 million in revenue, and management of 100+employees. Response Center activities included management of a 24/7 operation that handled more than 40,000 calls each month.

Designed and constructed a world class service repair facility in Boca Raton, Florida. Reduced expenses by over $2 million per year. Shortened repair turnaround time from over 4 weeks to less than 4 days. Implemented pick and shiporder process forspare part orders. Reduced out-of box failure rate from 20% to less than 1% within one year.

Elgar Corporation, San Diego, CA 1995 - 1997 A leader in the manufacture of reliable, state-of-the-art AC and DC programmable power supplies, power monitors, UPS, power inverters, converters, regulators and conditioners. Specialized products include solar array simulators and computer operated test systems for the Navy. Director, Customer Service Responsible for worldwide service activities, repair depot, technical support,Help Desk and sales of spare parts. Operation supported 47 Dealers and Distributors. Reduced MTTR from over 100 days to less than five days. Increased repair revenues by 25% and spare parts revenues by 20%.


Page 3 of 3

Spectra-Physics Scanning Systems, Eugene, OR 1992 - 1995 One of the leading suppliers of fixed and portable bar code laser scanners for retail, industrial, and commercial markets worldwide. Director, Worldwide Customer Service P&L responsibility for service activities that supported nine international subsidiariesand 15 master distributors. Operation: $15 million dollars in service contracts for 500,000+ scanners worldwide. Attained ISO 9001 certification for the service organization on the first application submission. Increased service revenues 20% while maintaining 64% pre-tax margins. Reduced MTTR by 30% and turn-around time by 25% in less than three years. Qualimetrics, Inc.,Sacramento, CA 1989 - 1992 Manufacturer of weather systems that integrate meteorological data sensing, transmission and display. Vice President, Customer Service P&L responsibility for service activities worldwide. Operation consisted of over 500 AWOS (Automated Weather Observing Systems) and thousands of weather instruments. Negotiated a $2.5 million dollar service contract with an Alaskan service provider. Increased MTBF by 50% and reduced MTTR by 80%. Symbolics, Inc., Cambridge, MA and Chatsworth, CA 1985 - 1989 Previous leading developer, manufacturer, marketer and servicer of symbolic processing computer systems that facilitate the use of artificial intelligence and other advanced computing techniques. Director, Customer Service P&L responsibility for a 160-person worldwide customer services organization. Operation included support of 5,000+ computer systems and associated software products. Restructured organization from a cost center to P&L in one year, increasing gross margin from net loss to 50% pre-tax profit. Increased service revenue from $3+ million to over $20 million, representing20% of corporate revenue. BTI Computer Systems, Sunnyvale, CA 1975 - 1985 Manufacturer of 16 and 32 bit timeshared computer systems capable of supporting 200 concurrent users. Vice President of Customer Service P&L responsibility for a 150-person worldwide field engineering organization. Operation included support of over 3,000 interactive timesharing systems, related peripherals and operating software. Increased gross margin from net loss to 49% pre-tax profit. Opened depot facilities in Germany, England and three US locations.


MBA, University of Redlands, Redlands, California BS, Business Administration, University of Redlands AS, Electronics, Milwaukee Institute of Technology Stanford University, Palo Alto, California: Production Operations Management Institute Executive Institute

Похожие интересы