Lee Fitzgerald

Technical Service Manager

Marco

02.2016 - Current

Implemented effective performance metrics to monitor technician productivity, identifying areas for improvement and driving continuous development of skills within the team.
Provided expert guidance on product installation, configuration, and usage to clients, ensuring seamless integration with their existing systems.
Championed continuous improvement initiatives within the technical service department, fostering a culture of innovation and excellence amongst team members.
Evaluated vendor offerings and negotiated contracts for better pricing, reducing overall costs for the company and increasing profitability.
Participated in industry conferences and workshops to stay abreast of emerging technologies, ensuring our services remained relevant and competitive in the market.
Collaborated with sales teams to provide accurate technical information during the pre-sales process, resulting in increased client confidence and successful contract acquisitions.
Collaborated with product development teams to provide feedback on real-world usage scenarios, resulting in design improvements that better catered to customer needs.
Improved customer satisfaction by providing prompt technical support and troubleshooting for complex issues.
Enhanced operational efficiency by streamlining processes and improving communication between departments.
Reduced downtime for clients by developing proactive maintenance strategies and implementing preventative measures.
Developed comprehensive training programs for new hires, ensuring consistent quality of service across the team.
Maximized system uptime by conducting thorough root cause analysis on recurring problems to prevent further occurrences effectively.
Created detailed documentation outlining best practices for common technical issues faced by customers, simplifying future resolution efforts for both internal staff members and clients alike.
Coordinated after-hours emergency support for clients experiencing critical system failures, minimizing potential revenue loss due to downtime.
Reviewed customer feedback to identify potential shortcomings in our service offerings, making necessary improvements to enhance overall client experience.
Managed a team of technicians, ensuring timely resolution of service requests and maintaining high-quality standards in all work performed.
Established strong relationships with key clients through regular communication and on-site visits, promoting trust in our services and fostering long-term partnerships.
Mentored junior technicians in advanced troubleshooting techniques, increasing their problem-solving abilities and empowering them to resolve issues more efficiently.
Optimized resource allocation by closely monitoring workload distribution, maximizing utilization of available personnel and equipment.
Prepared, checked, and coordinated documentation to support component design and application.
Coordinated engineering team for projects in commercial and industrial development.
Recruited, placed, and oversaw project staff for optimal project results.
Presented project information and status updates to customers and fielded concerns.
Integrated architectural and engineering drawings to create cohesive packages.
Created innovative solutions to architectural problems, enabling successful project completion.
Negotiated contracts with vendors and suppliers to keep material costs within set budgets.