daniel porter

As a Field Service Manager I was responsible for running a highly successful field service organization encompassing Northern New Jersey, Upstate New York and Northern Pennsylvania. I oversaw the day to day operations of 4 Service locations with 3 Workgroup Supervisors and up to 35 service technicians, providing direction, guidance and policy implementation. Responsible for resolving all issues for National Accounts headquartered within geographic territory. Received trouble calls from national account end users and forwarded on to appropriate service branches or BPC’s to expedite dispatching of resource’s to resolve issues. Daily dispatching of service technicians through both automated and manual means to meet call load and customer SLA’s. Received many World Class Performance awards for Quarterly top Mini Team in Region as well as attending the annual Excellence in Performance Conference for outstanding service performance in 2011.

As a District Manager responsible for running a highly successful field service organization encompassing Northern New Jersey and South Eastern New York State. Oversee the day to day operations of 2 Service locations with 2 Workgroup Supervisors and 25 service technicians, providing direction, guidance and policy implementation. Daily dispatching of service technicians through both automated and manual means to meet call load and customer SLA’s. Managed the highest rated district in the Northern Region in 2003, 2004, and 2005 attending the Sales CLC conference.

I started my career as a customer service tech in 1987. I demonstrated my ability to follow procedures and achieve objectives receiving Rep of the Quarter multiple times and was promoted to Sr Rep position in 1994 where I continued to prove my abilities by being a team leader and showing my abilities. I was utilized as a mentor for new hires and back up to Field Manager prior to becoming a CFM in 1995 As a CFM my responsibilities included the monitoring of in-house operations as well as the overseeing of 21 Service technicians. I maintained customer satisfaction through strict adherence to Imagistics policies and procedures earning a ranking as one of the top branches in the country several times. Attended SEAC conference for top CFM Northern Region 2002. I was utilized as primary back up to District Service Manager when required.

As a Field Service Manager my responsibilities included the monitoring of in-house operations as well as the overseeing of 13 Service technicians. I maintained customer satisfaction through strict adherence to Canon Solution America policies and procedures. Achieved increased productivity standards (Calls/Day, First Fix Rate, Mean Copies), reduction in Parts Costs, and improved overall team performance. Worked as intermediary between customers and Billing Dept. to resolve billing issues and negotiate maintenance fees for repairs. Daily dispatching of service technicians through both automated and manual means to meet call load and customer SLA’s.

Activities and Societies: Scuba Club