Bob Bateman
Mississauga,Ontario
Summary
Experienced Technical Service Manager with over 30 years of leadership in the consumer electronics industry. Skilled in communication, presentation, and managing diverse teams. Expertise in budgeting, P&L attainment, and service operations. Strong focus on customer service and superior knowledge of SAP modules such as MM and CS. Effective in building relationships and empowering teams. Proficient in project management and administration. Professional Account Manager trained in building strategic network ties and increasing sales revenues. Cultivates and maintains strong customer relationships.
Overview
41
41
years of professional experience
Work History
Sales Account Manager
Markem Imaje Inc.
06.2013 - 01.2024
- Product identification and coding technology consultant visiting customer facilities on daily basis in GTA, Eastern and Northern Ontario
- Annual sales target of $1.9 Million comprising of over 300 customers
- Address and resolve all complex customer service issues for all accounts
- Frequently deliver equipment, critical consumables and spare parts to accounts.
Field Service Manager
Markem Imaje Inc
01.2009 - 01.2013
- Leadership and management for 8 field service technicians and 1 administrative role supporting a geographic area from Ontario to B.C with $5Million P&L responsibility
- Grew maintenance contract revenues 45% from 2009 to 2011
- Increased training revenue 25%
- Reduced service costs 50% to budget and implemented efficiency improvement policies on regional and national scope
- Resolve customer concerns and escalations from major accounts; frequent site visits to accounts in GTA and locations in Ontario.
Central Region Service Manager
Heidelberg Canada
01.2002 - 01.2009
- Overall Management of 41 service engineers and 8 administrative staff with HR accountability for all staff including manpower deployment, performance, coaching and evaluation
- Complete P&L responsibility for the region with revenue budget of +$10Million
- Reduced service costs 50% to budget and developed efficiency improvement policies on a regional and national scope in fiscal 2003
- Regular customer visitations in GTA and SW Ontario to determine overall satisfaction level and develop strategies and procedures to improve support and service to all customers.
National Manager, Consumer Service
Canon Canada Inc.
01.1999 - 01.2002
- National service accountability for all printer, camera and video products
- Oversee large (150+) ASF (authorized service facility) network providing large retailer and end user equipment service
- Responsibility for 3 main Canon service branches with direct reports of 31
- Developed policies for dealer repair support and repair programs
- Develop and initiate programs to improve revenue and customer loyalty.
National Service Manager
Philips Electronics
Scarborough, Ontario
01.1995 - 01.1999
- Technical support and Management for Canadian operation -staff of 3
- Project scoping and planning, implementation, installation, user-training and technical support for local speech processing systems and remote site dealer systems
- Revenue generation, parts purchase/control
- Establish service operation as a cost centre
- Established technical department as a cost centre with complete P&L responsibility
- Created all necessary administrative policies for all aspects of Technical Management - including maintenance contracts, RMA procedures and warranty service
- Developed policies for dealer repair support and repair programs.
General Service Manager
O.E. Inc.
Ottawa, Ontario
01.1983 - 01.1994
- Management accountability for 50 Technical representatives, 5 Management and 10 administrative personnel
- Complete P&L responsibility including budgeting, cost adherence to budget, manpower allocation etc
- Managed large Govt PC and LAN purchases in regards to: set-up, installation, project costing, third party support contracts, National 1-800 tech support creation and technician dispatch
- Responded and resolved all customer satisfaction issues
- Develop service Marketing strategies for improved revenue and increased product market share.
Education
Electronic Engineering Technician Diploma -
R.C.C. School of Electronics Technology
12.1983
O.S.S.G.D -
Glenforest Secondary School
12.1981
Skills
- Technical Service Management Leadership
- Communication
- Presentation skills
- Leading diverse groups
- Budgeting
- P&L attainment
- Service business operations and development
- Customer service focus
- SAP knowledge
- Relationship building
- Empowerment Management style
- Project Management
- Administrative skills
Timeline
Sales Account Manager
Markem Imaje Inc.
06.2013 - 01.2024
Field Service Manager
Markem Imaje Inc
01.2009 - 01.2013
Central Region Service Manager
Heidelberg Canada
01.2002 - 01.2009
National Manager, Consumer Service
Canon Canada Inc.
01.1999 - 01.2002
National Service Manager
Philips Electronics
01.1995 - 01.1999
General Service Manager
O.E. Inc.
01.1983 - 01.1994
Electronic Engineering Technician Diploma -
R.C.C. School of Electronics Technology
O.S.S.G.D -
Glenforest Secondary School
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