Michael Poeschl
Hemet
Summary
Technical Service and Operations Manager with 10 years of progressive leadership experience overseeing field service operations, customer satisfaction, team performance, and operational execution across multi-state territories. Advanced internally from Field Service Technician to Senior Technician and currently West/Central Service Manager. Proven success leading service teams, improving customer relationships, increasing revenue opportunities, and delivering operational improvements. Experienced in hiring, performance management, service planning, logistics coordination, and customer escalation resolution.
Overview
10
10
years of professional experience
Work History
West/Central Service Manager
TROTEC LASER
CA
04.2025 - Current
- Lead service operations across the West and Central United States territory
- Manage and support a team of 9 employees and field service personnel
- Coordinate approximately 20 service calls per month including scheduling, quoting, and execution planning
- Drive service performance through operational oversight and logistics coordination
- Serve as primary escalation point for customer service concerns and technical coordination
- Conduct employee hiring, performance evaluations, coaching, and personnel decisions
- Partner with cross-functional teams to improve service delivery and operational effectiveness
- Build long-term customer relationships that contribute to customer retention and satisfaction
- Support business growth through service execution and revenue-generating opportunities
- Utilize Salesforce and Microsoft Office tools to manage workflows, communication, reporting, and customer interactions
Senior Laser Technician
TROTEC LASER
CA
07.2020 - 04.2025
- Performed advanced troubleshooting, preventative maintenance, installations, and technical support for customer systems
- Delivered customer training and developed strong client relationships across assigned territories
- Supported service growth initiatives and contributed to operational improvements
Field Service Technician
TROTEC LASER
CA
01.2016 - 07.2020
- Executed field service, maintenance, troubleshooting, and customer support activities
- Developed technical expertise while supporting customer uptime and satisfaction
Education
High School Diploma -
Menomonee Falls High
WisconsinSkills
- Service Operations Leadership
- Team Management
- Hiring & Performance Reviews
- Customer Satisfaction & Retention
- Revenue Growth Support
- Salesforce CRM
- Scheduling & Dispatch Coordination
- Technical Service Operations
- Logistics Management
- Customer Escalation Resolution
- Process Improvement
- Cross-Functional Leadership
- Microsoft Office Suite
LANGUAGES
English
Timeline
West/Central Service Manager
TROTEC LASER
04.2025 - Current
Senior Laser Technician
TROTEC LASER
07.2020 - 04.2025
Field Service Technician
TROTEC LASER
01.2016 - 07.2020
High School Diploma -
Menomonee Falls High