Maintenance Manager

Jeff Duke

Reagan, TX • 512-***-**** • ********.****@*****.*** • https://www.linkedin.com/in/jeffery-duke

Maintenance Manager

Technical Support Operations Cost Control Global Leadership Continuous Improvement

Results-driven Customer Support professional with demonstrated expertise driving technical support operations and providing strategic vision in refining global business functions. Leveraging experience communicating with technical teams and non-technical stakeholders to deliver solutions that improve service quality and delivery. Adept at identifying areas for improvement and leading cross-functional teams to deploy processes that enhance operations and exceed customer expectations. Leadership philosophy encompasses a focused approach to team development through knowledge-sharing and personal mentorship and engagement to promote future leaders in professional growth advancement.

Areas of Expertise

Lifecycle Service (LCS) • Governance & Execution • Quality Cost Disparities • Root Cause Analysis • Strategic Planning

Customer Support • Relationship Building • Team Collaboration • Safety & Sustainability • New Product Introduction (NPI)

Risk Management • Network Cultivation • Leadership Development • Cross-Selling/Upselling • Reporting & Analysis Corrective Actions • Service Level Agreements (SLA) • Quality Assurance (QA) • Customer Support Plans (CSP) • Contract Management

Professional Experience

Edwards Vacuum Remote February 1994 - Present

Divisional Technical Program Manager, USA & EMEA (October 2022 - Present)

Transition from managing the North American region to a global function, leading Technical Support operations and team activities, while focusing on cost management and providing strategic direction for business improvement.

Drive cost reductions through warranty analysis, address quality cost disparities across regions and navigate complex customer warranties with adaptable strategies to individual practices and non-standardized processes

Oversee governance, emphasizing execution and on-time delivery to achieve consistent results in customer commitments, and conduct root cause analysis and implement corrective actions to enhance service quality

Demonstrate accountability, integrity, and courage in managing the technical support function and explore managed risks to achieve goals and cultivate a broad network of contacts

Leverage industry knowledge and trends to guide business direction and coordinate with product and program management to ensure cohesive platform development

Develop and coach highly productive teams through cross-training, rotation, and upskilling and provide recommendations for developmental activities that promote team growth

Technical Support Manager (December 2014 - October 2022)

Led the Technical Support team while overseeing comprehensive technical issue escalation responses, collaborating on NPI, SAQ, and CIP activities, conducting investigations for customer quality and safety issues, and driving team growth and development.

Led the Technical Support team through a period of significant growth in the North American region and coordinated with product companies in the UK, Japan, and Korea to manage regional escalations

Increased the size of the Technical Support team, tripling its size within eight years, and demonstrate a commitment to team success by overseeing employee promotions and team maintenance

Fostered a culture of collaboration within technical support, working across various support work areas and consistently prioritized safety and sustainability in the work environment

Collaborated with product companies to provide support to equipment sales and service in continuous improvement (CIP), new product introductions (NPI), and Single Agenda for Quality (SAQ) activities

Technical Support Engineer (December 2010 - December 2014)

Served as a Technical Support Engineer overseeing Fabworks, an in-house developed equipment SCADA, and played a pivotal role in the continued support and development of the Service Maintenance Application (SMA).

Delivered continuous support to the SMA and tracked service activities, equipment inventory, and maintenance records, ensuring effective on-site activities globally

Led investigations for product quality issues to improve technical solutions and monitored and analyzed warranties through CIP activities

Technician (February 1994 - December 2010)

Led the development and deployment of the Service Maintenance Application (SMA) and performed in-field and on-site service for the service division in the Austin area and the North American region.

Acted as the face of the company in customer interactions for technical issues and leveraged technical expertise and team leadership by functioning as the on-site lead for various sites

Gained experience in the STC remanufacturing operations to acquire and refine product knowledge, paving the way for a smooth transition and progression into customer-facing field service activities

Education & Training

Undergraduate Studies (some college completed) • Dallas Baptist University

US Navy Propulsion Maintenance School

US Navy Propulsion Supervisors School

Training, Kepner-Tregoe: Problem-Solving & Decision-Making

Training, Service Strategies Support Supervisor

Training, Development Dimensions International People Leadership Essentials

Contact this candidate