JOSEPH HICKEY 6379 Kindling Court ~ Lisle, IL 60532
  [Send email to request phone number] 79.6853 ~ 
 Page 1 of 3
Senior-Level Management

Results-focused and dedicated professional who possesses more than 20 years of
management success directing technical/customer services, call center,
manufacturing, and operations. Resourceful and analytical leader; adept at
driving results and interfacing with personnel at all levels on both national and
international scales. Goal-oriented and dynamic project manager who exhibits
strong planning and organizational abilities. Expertise includes:

Operations Management ~ Process Improvement ~ Quality Control ~ Product
Development
Start-Up Operations ~ Budget Management ~ Customer Service ~ Systems
Installation

PROFESSIONAL CONTRIBUTIONS

 ‚  Created and implemented a national preventative maintenance program, which
reduced the service ratio from 72% to 6.5%, improving customer retention and
satisfaction as well as confidence in company products.
 ‚  Reduced spare parts costs by approximately 30% by sourcing parts in the US
when machines were built in Europe. Realized a 97% service department employee
retention rate for five consecutive years.
 ‚  Led start-up efforts in refurbishing office products business, which
resulted in generating more than $2M in revenue over the first 18-month period
with customers such as Sam  's Club, Wal-Mart, and many retail stores.
 ‚  Decreased product failures from 35% to 3% and increased service department
profitability by 30% through sourcing parts and supplies from Asian vendors. 
 ‚  Developed and implemented a national training program on all company
products, ensuring distributor, dealer, and company personnel received optimum
product training. 
 ‚  Served an integral role in developing demos for GSA government products in
Washington, DC, ensuring the company  's place in GSA bidding programs. Increased
service profitability by 25% through sourcing parts and supplies.
 ‚  Setup and trained independent service centers in Mexico and Latin America.

CAREER SYNOPSIS

Fluid Management   “ Dispensing Machines...                                     
       .May 2008    * Present
Director of Service   “ Americas 
Lead national Field Service, Customer Service, Technical Support and dispatch
departments for a national capital equipment company which services and supports
USA, Canada, Mexico and Latin America.
Supervise five direct managers and sixty indirect reports. 
Partner with 85 national and international service centers and agents for full
customer satisfaction.
Responsible for customers  ' on-time SLA benchmark agreements kept at 95%, call
reporting, dispatching and metrics data collection and reporting.
Supervise training of company employees inside and field personnel, independent
service centers and international service personnel. 
Manage departmental and international department budgets. Collaborate with
engineering, quality, sales/marketing and software departments to resolve and
find solutions to customer field issues and bring them to full circle.

JOSEPH HICKEY 6379 Kindling Court ~ Lisle, IL 60532
  [Send email to request phone number] 79.6853 ~ 
 Page 2 of 3

Senior-Level Management

CAREER SYNOPSIS   * CONTINUED

FP International   “ Packaging Equipment 2001   * 2008
Director   * Technical Field Services 
Led the national field service department, including inside and outside field
service employees. Supervised various departments, including spare parts,
technical support, and machine/accessory inventory; managed departments to ensure
quality control for all products and processes prior to shipment. Managed the $5M
department budget as well as schedules and performance requirements. Directed
companywide training efforts. Ensured all service data was captured for upper
management and engineering review for possible modifications/improvements.
Collaborated with engineering and sales/marketing departments to ensure customer
satisfaction. Served as a liaison for locations across the US, Holland, France,
Germany, England, and Australia. Functioned as a member of the ISO 9001-2000
certification task team; oversaw machine quality control for all warehouse
locations.
 ‚  Developed and built the service department from the ground up; added the
technical support, technical documentation, spare parts, and training
departments.
 ‚  Authored and implemented the company  's field service procedures manual for
compliance.

Nakajima International/International Group of Companies   “ Office Products 1997
  * 2000
Vice President   * Technical Service
Directed a national service organization supporting over 2,000 machine dealers
across the US. Supervised the service department on incoming dealer and customer
product repairs. Oversaw operations and production of assembly departments,
ensuring maximum productivity for established standards. Supported the technical
and customer support lines, ensuring customer satisfaction. Served as a liaison
for international facilities, including parts procurement from overseas factories
in Japan, China, and Taiwan as well as production of technical manuals for
products. Interfaced with all divisions and seven distribution centers daily.
 ‚  Recruited, trained, and developed department personnel, resulting in a new
division of 3 managers and 120 reports.
 ‚  Directed product quality control as well as customer invoicing and credit
and warehouse inventory transfer.

Swintec Corporation   “ Office Products 1987   * 1997
National Technical Director/Assistant General Manager
Managed this national service department with nine worldwide locations; led
technical services for offices in Canada and Mexico. Teamed with research and
development, engineering, and nine distribution centers daily. Led new product
launches; planned and controlled the budget. Ensured all locations complied with
all service needs and support for company products. Managed daily business
activities in the absence of the General Manager, including shipping and
receiving, customer service, spare part and inventory ordering, product
forecasting/ordering from Asia, personnel issues, and credit and billing
departments. Supported sales and marketing divisions and supervised overall
operations.

JOSEPH HICKEY 6379 Kindling Court ~ Lisle, IL 60532
  [Send email to request phone number] 79.6853 ~ 
 Page 2 of 3

Senior-Level Management

 ‚  Created and instituted a national document support program, which included
technical and product bulletins and brochures.
 ‚  Boosted productivity and profitability through organizational
restructuring.

Also served as National Technical Director for Ericsson Information Systems.
Office Systems

ACADEMIC CREDENTIALS

Jordanhill College, Glasgow, Scotland

Bachelor  's Degree, Business Management

Associate  's Degree, Electronics

Enrolled in management courses with Ericsson Information Systems