Mark Russell

Technical Application Support Manager @RS Americas

Fort Worth, TX, US

Responsible for: • Defining operational strategies that align with corporate vision• Development & implementation of roadmaps that bring the strategic objectives to life • Working with global teams on strategic projects and to define best practices Team operations• Managing the daily operation of an application engineering teams. Be a hands-on leader that works directly with our staff, sales teams, and suppliers to help customers find solutions to their problems. Serving as an escalation resource for customer support.• Monitor performance metrics including workflow, SLA, staff throughput, opportunity pipeline, & Net Promoter Score (NPS). Drive continuous improvement.• Create & deliver reports• Effectively utilize applications such as the case management system, CRM, project management workspace, data dashboards, & Allied websites in daily operations.• Drive the development & use of tools that improve operational efficiency• Work with product management & marketing teams on promotional campaigns and the improvement of our product content & website• Collaborate with marketing on the creation of technical content including articles, videos, blogs, social posts, etc.• Stay abreast of new product announcements & industry trends Training• Develop talent to ensure we provide best-in-class support to our customers, suppliers, & sales team• Coordinate with suppliers & training team on the development of curriculums for each level & role within the team• Promote a culture of continuous learning that enables the team to keep pace with the changes in technology and Allied’s offers

Stephen F. Austin State University

Bachelor of Science (B.S.), Physics with Minors in Mathematics, Engineering and Astronomy