Jack Ballistrea

About Jack Ballistrea

I am an enthusiastic technical professional interested in working with forward-thinking companies, within which I may add value by applying and expanding upon my technical knowledge, production experience, and B2B sales & support expertise. I have held numerous customer facing roles where I have acted as a technical resource to both internal and external customers, managing projects and timelines. I thrive within a collaborative environment and prefer to work within one. I have spent much of my career in manufacturing and industrial settings and have direct experience within industries such as Additive Manufacturing (3D Printing), Aerospace & Defense, Automotive, Medical, Sensing & Data Acquisition, & Industrial Manufacturing.

Experience

1. Technical Services & Customer Success Manager

   PostProcess Technologies

   Jun 2020 — Present · Buffalo, NY, US

   Responsible for the complete development and management of a customer support model/strategy.Work cross-functionally with engineering, quality, operations, and application engineering to manage complex customer issues to resolution, escalating as required.Increased Service Department Profit & Loss statement by 242% in 2 Years with the development of new Service offerings, promotional content, and organizational efforts.Manage issues and relationships with customers as well as internal vested parties.Work closely with development engineering, application engineering, quality, and operations through a Root-cause Analysis process, to quickly rectify unique and widespread issues through a continuous improvement process, implementing corrective actions as required.Generated recommended Preventative Maintenance Plans for every solution we offer based off of historical MTTR, MTBF, & failure rate data coming from reported cases on customer equipment.Created a custom software object within salesforce in parallel with an organizational Case Management workflow to document, manage, resolve, and report upon customer issues.Developed and manage a spare parts stocking program while striving to keep a minimal amount of cash tied up in inventory, ensuring critical hardware components are available as required, including consumable components used regularly during Preventative Maintenance visits.Manage service related operations to address urgent support calls including processing orders and shipping spare parts.Align with Channel Partners & Business Development representatives to best manage open issues occurring within key accounts.Generated training content and participated in the training of field support resources like Application and Field Engineers, as well as third-party technicians.Visit customer sites to perform troubleshooting and repairs as required.

Education

• Clarkson University

  Bachelor of Science (BS)

  2006 — 2010