DALE D. LAUBE
3311 Ruth Elaine Drive • Rossmoor, California 90720
 [Send email to request phone number] 22.5843 • [Send email using form at bottom]
http://www.linkedin.com/in/dalelaube

Director / Manager / Regional / Area / Customer / Service

Business Service Manager offering 20 years of progressive experience leading
multimillion-dollar service organizations. Demonstrated success delivering
world-class service solutions building profitable customer relationships, and
generating top satisfaction ratings. Capable of leveraging customer service
acumen in a business-to-business or business-to-consumer environment. Superb
understanding of P&L management, strategic and financial planning, cost
avoidance, and service efficiency. Proven track record pioneering and managing
improvement initiatives, including sales programs, new market and service package
launches, and quality control measures.


Core Competencies
Service Strategy • Customer Satisfaction • Relationship Building • Regional /
Area Management
Strategic Planning / Financial Planning • Profit / Loss (P&L) • Quality
Assurance / Quality Control
Cost Avoidance • New Business Development • Sales Programs • Account Management
Contract Negotiation • Team Management • Recruiting & Hiring • ISO 9001 &
ISO/IEC 17025 


PROFESSIONAL EXPERIENCE

INSTRON, Norwood, Massachusetts
$300 million material testing equipment producer serving customers worldwide. 

Western Regional Service Manager • 2002-2009
Led the Western Regional Service operation, overseeing 22 engineers in 14
western states performing industrial machine installations, maintenance,
traceable calibration and repairs. Handled executive-level account management and
relationship building. Safeguarded customer satisfaction by closely supervising
service scheduling and delivery. Conducted annual strategic and financial
planning. Implemented and monitored quality controls, recruited, hired, and
mentored top engineering talent, and ran special sales programs.

Customer Service / Quality Control / Efficiency Achievements:
•	Produced a 92% customer satisfaction rating and 87% on-time installation
record.
•	Designed and implemented a service structure that boosted productivity 15% and
profit 9%.
•	Trimmed labor costs through active management of the engineering schedule.
•	Instituted an easy-access, electronic Machine Service Bulletin Library.
•	Instrumental in attaining NVLAB accreditation for the Calibration Lab.
•	Created a center of excellence dubbed ‘West is the Best’.

New Business Development / Sales & Profit Growth Achievements:
•	Executed the Sticker Program and By-the-Way Sales increasing revenue by
$190,000.
•	Pioneered the 7th Inning Stretch program to retain and grow customer base.
•	Grew the top line from $3.8 million to $5.1 million.
•	Innovated a $250,000 sales center by introducing new service products.
•	Consistently ranked the Western Region #1 for sales growth and margin.
 

DALE D. LAUBE • Page 2 • [Send email using form at bottom]
http://www.linkedin.com/in/dalelaube



ICC INSTRUMENT COMPANY, INC., Santa Ana, California
$1 million provider of industrial control repair and calibration services.

Director of Service • 1996-2001
Spearheaded the commercial calibration service organization, leading a team of
10 technical personnel. Cultivated new service business through relationship
building and account management. Performed team recruiting, hiring, and
training.

Field Service Manager • 1988-1996
Directed Field Service Department operations, service delivery, and customer
account management. Maintained relationships with customers through regular
meetings and phone calls. Controlled quality through oversight of scheduling and
calibration certificate handling.

Key Achievements:
•	Led the team responsible for NVLAB accreditation (ISO/ IEC 17025).
•	Increased efficiency 15% by inventing a Fixture / Adapter Asset Identification
System.
•	Established a stand-alone calibration laboratory that kicked off 20% sales
growth.
•	Developed statistical reports of customer instrument inventory status.
•	Created a customer service role that significantly enhanced the customer
experience.

Additional ICC Instrument Company background includes electronic industrial
control Service Technician.


PROFESSIONAL TRAINING

Field Service Management
Finance and Accounting
Marketing Concepts
Business Acumen and Strategy
Internal Audits for ISO 9001: 2000


AFFILIATIONS

National Conference of Standards Laboratories (NCSL)
American Standards of Test and Measurement (ASTM)


TECHNICAL SKILLS

Electrical Mechanical Proficiency
Extensive background in industrial electronic Instrumentation
Microsoft Office, Microsoft Publisher, QuickBooks