Richard Plowman

About Richard Plowman

My ability to deliver outstanding results managing digital printing technology and field engineering services for Hewlett Packard, Xerox, and Canon, combined with a life-long drive to continuously learn and grow, are just two factors that have helped me achieve exceptional Total Customer Experience ratings throughout my career. In addition to being a customer-centric District Service Manager with a proven record of success managing multi-state service districts, I have earned a well-deserved reputation for being an imaginative thinker with a solid grasp of high-volume digital printing equipment, hardware, software, and related technology systems and sub-systems. A few areas in which I specialize include: managing all district profit and loss activities; developing, inspiring, motivating, and leading employees to succeed; cultivating trusting customer relationships; and providing decision-making on staffing, employee development and retention, revenue growth, cost control, technology, and customer service. I thrive in leadership opportunities where strong team-building, excellent listening, exceptional problem-solving skills and a thorough understanding best management practices improve district operations, reduce the costs of business, drive revenue growth, produce exceptional customer experiences, and exceed Net Promoter, Total Customer Excellence, and Gross Margin objectives.

Experience

1. Service Delivery Manager (North Atlantic District)

   HP

   Jan 2017 — Present

   Promoted to District Manager for HP’s Northeast District; quickly modernized the way the district was managed; and succeeded in converting the district into one of the Indigo Division’s top performing districts across North America.* Primary decision-maker on all P&L, revenue growth, and customer service operations for a district serving over 200 commercial, industrial, and manufacturing digital printing customers throughout a multi-state district encompassing New York, Pennsylvania, New Jersey, and Connecticut including New York City, Philadelphia, and Long Island.* Succeeded in rebuilding an underperforming 17-member Field Service team to become one of the top performing Districts including Net Provider (NPS), Total Customer Excellence (TCE), and Gross Margin (GM).* Established and maintained a work environment that promotes quality workmanship, continuous improvement, and customer satisfaction across customer engagements with many of HP’s high-profile accounts in the fashion and digital printing industry including Lightning Source, RR Donnelly, Duggal, and Digital Lizard.* Leveraged 15+ years of experience with HP’s Indigo Division, a deep understanding of mission critical products /services, hardware, systems, and sub-systems expertise, and industry drivers related to TCE to exceed Quarterly Gross Margin targets, and increase year-over-year NPS scores 22 points.* Introduced on-going training programs to maximize the technical knowledge, skills, and abilities of the Technical Lead and all permanent and contract Field Service Engineers and work FSEs to reduce service and repair costs while delivering 100% customer satisfaction.* Collaborated with HP’s Sales Team through Customer Awareness Programs to identify new sales opportunities in existing accounts and retain accounts against market competition.* Prepared and maintained well-documented district reports.

Education

• ELECTRONICS / MICRO-PROCESSING TECHNOLOGY CERTIFICATE

  Lyons Institute - Cherry Hill, NJ, Electrical and Electronics Engineering

  1985 — 1986