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Ronald Fajardo
Sr Manager, Regional Field Service - Southeast @bioMérieux
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WORK HISTORY
Sr Manager, Regional Field Service - Southeast @bioMérieux
US
Promoted to be accountable for day-to-day operations of the entire region, customer support, customer contracts, installations, repair, maintenance/preventative maintenance, upgrades, moves, managing equipment, and inventory control. Recruit, hire, train, and develop a team of 14 in a region encompassing FL, GA, SC, AL, TN, and Puerto Rico. Emphasis on performance management and development of the team, as well as ensuring the highest quality service delivery. Administer a budget in excess of $X.XMM+ and oversee a $X.XMM inventory.Leadership Accountabilities Built and stabilized a struggling region while meeting regional demands. Successfully developed a team of high-performing field engineers. Support Field Service Engineers to ensure the delivery of world-class customer service Review monthly P&L and ensure operating expenses fall within budgetary guidelines Follow-up on customer surveys and effectively resolve issues or escalations Build cross-functional relationships with other department leaders to ensure continuity of support Conduct performance management coaching and routine employee reviews and assist in IDP creationSelect Accomplishments Led an ambitious objective across the Customer Service Organization providing vision and leadership across 7 operations teams to improve resolution rate. Increased First Time Fix Rate from XX% to XX% in 2023. Tracking to exceed 2024 Goal SME for Salesforce CRM for Field Service staff Increased Work Order Audits ensuring the highest compliance in a highly regulated environment Currently leading Vilink (Remote Connectivity Solution) KPI nationwide exceeding a XX% connectivity rate Consistent top performer with proven track record of success for revenue generation, customer satisfaction, on-time project completion, promotion of additional products and service, and growth and retention of customer accounts
EDUCATION
Southern Illinois University, Carbondale
🎓 Bachelor of Science Degree in Electronic Systems Technology - Cum Laude
SKILLS
ABOUT RONALD FAJARDO
Experienced and knowledgeable Field Service Technology and Management Professional who understands the importance of customer service. Originally trained as a Calibration and Repair Technician (Metrologist) in the Marine Corps, I have had the pleasure of installing, calibrating, troubleshooting, repairing and improving upon all types of equipment. Not only do I work diligently in seeking knowledge and self improvement, I thrive on discovering more efficient and effective ways of performing the most challenging tasks assigned. I am a born problem solver whose expertise ranges from PCs, Servers and Switches to Military Radar and Advanced Security Products. Troubleshooting complex electronics and process improvement is my strong-suit but I also have the heart of a teacher. I know how to make a customer feel confident in my abilities while meeting or exceeding their expectations.
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