CUSTOMER SUPPORT / TECHNICAL SUPPORT

JOHN OATES 37 Park Hill Drive New Windsor, New York 12553 (H) 845.565.9162 / (C) 845.401.5508 [email protected] 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 [email protected] 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