Service Director in Los Angeles CA Resume Ira Klein by IraKlein


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									IRA B. KLEIN
                        Los Angeles, CA 90035 / 323-590-5775 / IPBKLEIN@PACBELL.NET

Accomplished Operations and Service Manager with broad-based background in technical support, inventory / logistics
control, project planning and execution. Experienced in controlling costs and driving performance, while achieving high
levels of cross functional customer satisfaction in an employee centric environment.

       Proven record of improving performance and productivity by developing, and managing highly effective teams.
       Strong and insightful analytical skills in identifying cost reductions without sacrificing productivity.
       Skilled cross-functional organizer and consensus builder.
       Consistently attains corporate objectives and targets.
       Proactive innovator of system solutions.
       Effective and creative trainer.


Riso Inc., Culver City, CA                                                                                 2009 - 2010
   Regional Technical Manager
   Recruited to develop, grow and manage the Western Region Field Service team to achieve P&L objectives and
   ensure a successful launch of new Ink Jet production printer. Region included all of California and Arizona.
    Collaborated closely with Branch Sales Managers though out region identifying upgrade opportunities by mining
        service databases.
    Identified and addressed systemic issues, recovering over $11,000 per month of lost revenues.

Health Club Media Network, Woodland Hills, CA                                                           2009 - 2009
   Director - Digital Signage
   Directed all aspects of managing, maintaining and growing the Digital Signage network, reporting to VP Operations.
   Systematized network reliability, 3 party service management, cost controls and the development and roll out of
   Next-Gen Signage system.
    Established performance objects, KPI’s and measurements for the In House 1 tier help desk.

    New processes and dashboards improved Network On Line reliability from under 75% to 92% or greater.
    Vetted, selected and negotiated aggressive pricing for 3 party integrator / 2 tier support provider.
                                                              rd                  nd

PPLA, Los Angeles, CA                                                                                   2008 - 2009
   Consultant / Assistant Director of Facilities
   Contracted to develop and systemize internal facilities maintenance team while finding cost reduction opportunities.
   Projects expanded to include vendor evaluations, forms management and internal printing needs.
    Cost Reduction projects netted a potential $200,000 in savings.

OCE North America, Los Angeles, CA                                                                      1996 - 2007
  Regional Service Logistics Manager (2005-2007)
  Focused on maximizing the effectiveness of Field Service technicians while minimizing avoidable expenses.
   Reduced national field inventory levels from $12 M to $9 M while improving 1 fix rate with the additional benefit

      realized by reducing emergency NFO shipping costs by 65% and saving over $500,000 annually.
   Supported multiple Regional Service VP’s and their teams through oversight, counseling and training including
      ongoing restructuring and or enhancements to processes and procedures. Facilitated and simplified how service
      techs manage field inventory and improve productivity.
   Developed and launched 24+ training programs, including distance-learning courses, addressing technical and
      managerial needs for multiple aspects of the organization.
   Managed 3rd party vendors, insuring On Time Performance and Asset Management SLA’s were met.
   Built and established relationships with other departments to partner in resolving many operational and
      systemic issues.
  Work Group Supervisor / ISO 9002 Quality Coordinator (2001-2005)
  Directed and managed a team of field service technicians, growing from 12 to 23 techs, that consistently met
  product efficiency, productivity and customer satisfaction objectives.
   Addressed customer issues and needs in addition to working with sales to retain and expand our account base.
   Appointed by Region Service Director, Regional ISO 9002 compliance improved from under 40% to over 95%
      by developing training materials, conducting training seminars and facilitating self-assessments, requiring a
      thorough understanding of ISO certification requirements, proprietary management information systems, and
      SOX regulations.
323-590-5775 IPBKLEIN@PACBELL.NET                                                                    Page 2

   Service Team Lead Tech (1999- 2001)
   Led a team of 9 senior field techs supporting Oce’s premier high volume copier line.
    Recognized twice with Oce’s Total Quality Customer Service Award and attended both TQCS annual retreats.
   Service Business Analyst (1996- 1999)
   Reported directly to West Area Director of Service while working independently to identify opportunities for
   improvement and cost control.
    Provided field and upper management with timely reports, training and insight to facilitate continuous
       improvement in the Service Departments’ efficiency and profitability.
    Proactively addressed issues involving all aspects of the field service department: P&L revenues and expenses,
       internal IS reporting features/functions and training, asset management disciplines and procedures.

TAJIMA WEST, Whittier, CA                                                                         1995 - 1996
   Service / Operations Manager
   Recruited to develop the service department into a profit center.
    Motivated and directed the technicians to set the standard of responsiveness and professionalism in the
      Electronic Embroidery Machine Industry.
    Established a procedural and documentation infrastructure necessary to track and forecast the service
      department's productivity and profitability.
    Created and marketed industry's first preventive maintenance program and extended warranty contracts.

IMAGE IV SYSTEMS, Burbank, CA                                                                            1991 - 1995
   Operations Manager
   Managed, developed and directed a supervisory, administrative and technical staff of 60 + including the service,
   dispatch, parts and warehouse departments
    Recruited to restructure the service, service dispatch, parts, machine refurbishing and warehouse departments
       to create an efficient, cost effective and sales supportive organization committed to providing timely and
       responsive service to both internal and external customers.
    Created fast-track training program that reduced overall learning curve of new hires by 50%.
    Redesigned and implemented new service dispatch call center process and phone (ACD) system that reduce
       customer hold times to almost zero.


                   Business Administration course work - California State University, Los Angeles

                                        PROFESSIONAL DEVELOPMENT

                                              Managing Performance,
                                          Introduction to Lean Six Sigma,
                                      ISO Quality System & Auditing Practices
                                         HAZMAT basics for field service
                                           Effective Meetings Workshop
                                           Effective Listening Workshop
                                               Access Fundamentals
                                                 PDI+ Certification
                                                   A+ Certification

                                     TECHNICAL KNOWLEDGE AND SKILLS

  SAP, Oracle, ISO 9001 & 9002, Kronos, Six Sigma, Lotus Notes, VISIO, Excel, Access, Power Point, and MS Word

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