To obtain a Director or Managerial role within a Mechanical or Automated Control Systems firm where I can use my vast experience to contibute to the Growth and Profitability of the Firm along with mentoring/assisting in the growth of it's Staff.
Ron Watt
INTERNATIONAL CUSTOMER SERVICE / OPERATIONS PROFESSIONAL
Visionary with an excellent understanding of best practices and procedures to optimize revenue and growth while ensuring customer satisfaction and retention. Experience includes a broad scope of operational accountability, including management of global systems support. Goal-driven individual with excellent communication and analytical skills, a conceptual thought process, self reliant, big-picture and bottom-line oriented. Fully proficient with team building and mentoring. A complete professional with all customer facing activities. British Subject, Canadian Citizen, with Permanent Resident Status in the USA.
Qualifications include:
• Six Sigma Green Belt Certified
• Strategic Planning
• Leadership Development
• Project Management
• P&L Development and Management
• Budgetary Management, Metrics
• Performance Metrics
• Sigma People Skills Trainer
Professional Experience
FUTURE VISION BUSINESS SOLUTIONS. Raleigh, NC, USA 2008-To-date
Strategic Planning and Leadership Development
Senior Partner & Executive Consultant
Responsible for Strategy Development, Planning, Deployment and Sales of the FutureVision Leadership Development Consulting and Training programs
EATON ELECTRICAL, INC., Raleigh, NC, USA 2002-2008
Critical Power Division (Powerware)
Manager of Global Technical Support and Monitoring Services 2005-2008
Responsible for functions associated with maintaining a Global Support model in support of a $250M+ Uninterruptible Power Supply business, including budget management, recruitment and maintenance for teams with >60 personnel.
• Directed all product Technical Support Teams including developing and implementing a Level 1 Triage Team, Remote Monitoring Team, Software Support Team, a Service Reliability and Support Team, and a Global 24 X 7 X 365 Call Center.
• Improved customer satisfaction 60% through identifying opportunities and implementing action plans to achieve targeted higher standards.
• Achieved highest divisional Eaton employee satisfaction rating in 2006/2007, from evaluations of managers by direct reports.
• Managed expenses to 20% below budget expectations while maintaining quality standards.
• Increased customer satisfaction and retention. (Independent Survey: 30% return showing >85% satisfied with Service Operations, including >15% increase in customer satisfaction and 20% increase in retention from 40 to 60% on contract renewals/conversions.)
Director of Professional Services and Support Services 2002-2005
Performed all team management and budget management responsibilities in support of >$200M service offering. Managed to assure the success of teams of >80 personnel.
• Standardized processes which resulted in $1M net savings in 2004 for this cost center
• Developed and instituted a “Triage†model on frontline calls to provide additional 15% call avoidance
Ron Watt Page 2 of 2
• Directed North American Product Technical Team, North American Call Center Team, North American IT Helpdesk Team, Global Training Team, Global NPSE (New Product Service Engineering) Team, Global Documentation Team, and North American Service Quality and Reliability.
• Regionalized the Technical Support Team assimilating required expertise to expedite timely resolutions to customer issues. Increased customer satisfaction and retention.
INVENSYS BUILDING SYSTEMS, Richmond, Virginia, USA 1999-2002
Regional Service Operations Manager 2001-2002
Accountable for all P&L responsibilities for the HVAC & Control Systems Operations of the Invensys Building Systems offering for all of Canada, Virginia, North Carolina, South Carolina, Georgia and Florida. The role included the daily Management >80 Field Service Personnel, along with all the required Call Center Support staff.
• Centralized entire US regional offices into one Call Center in Richmond, Virginia.
• Managed all aspects of >$60M business to obtain a 28% bottom line profit for the overall area.
• Achieved excellent customer satisfaction and retention. Corporate mail-in survey indicated 90% customer satisfaction rating, an increase of 15%, along with an 80% contract renewal rate which was a 20% increase.
• Initiated and managed a Service Sales Team within the region
Canadian Branch Operations Manager, Toronto, Ontario, Canada 1999-2001
Held accountability for all Canadian Service Operations of the Invensys building control systems installation and service through managing the Engineering team, the Scheduling & Dispatch team and Field Operations of >50 Field Service Operations Personnel.
• Successfully managed all operational budgets within expectations
• Attained all expected profitability of the Canadian offering
• Increased customer satisfaction and retention
• Initiated and managed a Service Sales Team for the Canadian Operation
BROOKFIELD LEPAGE – JOHNSON CONTROLS, Markham, Ontario, Canada 1999
National Technical Manager
Established operational standards for the management of 330 Government Facilities (Public Works Department), across Canada and a contract value of $270M.
• Successfully implemented Oracle and Maximo Service Management software systems across Canada.
• Managed all operational sub-contractors to assure the expected 20% profit margin.
JOHNSON CONTROLS LIMITED, Markham, Ontario, Canada 1977-1999
Service Operations Manager 1996-1999
Hired as youngest manager in company history. Completed financial and operational responsibility for >$30M, Ontario service operations of the Building Control Systems and HVAC service offerings. This included daily management of all budgeted expectations along with management of 100+ Canadian Field Service Operations Personnel.
• Managed all operations within the expected budget allotments.
• Returned the expected 25% margin of profitability for the installation and service business.
Prior position: Field Installations Supervisor 1981-1996
Post High School Technical Education through:
George Brown College, Toronto, Ontario, Canada
Computer Skills
Fully computer literate on all Microsoft products including: MS Excel, MS Word, MS PowerPoint, MS Outlook, MS Visio, along with Adobe Professional, and many proprietary ERP programs
NukeJobs is a nuclear jobs board that provides nuclear job seekers access to international directories of Nuclear Employers, Nuclear Resumes and Nuclear Jobs such as Nuclear Engineer Jobs, Nuclear Construction Jobs, Nuclear Power Plant Jobs, Nuclear Medicine Jobs, Nuclear Pharmacy Jobs, Nuclear Security Jobs, Nuclear Physics Jobs, Nuclear Reactor Jobs, Nuclear Material Jobs, Nuclear Safety Jobs, and Nuclear Waste Jobs.