Dallas-Fort Worth Metroplex
Hi! My name is Shawn Matthews and I am a tenured, dedicated, and self-motivated professional with a strong background in management, service delivery, electronics, mechanics, information technology, sales, and customer support. Amongst other things, I possess years of successful experience consulting on multifaceted projects, leading teams of productive and motivated employees, and fostering positive relationships with a wide range of clients, colleagues, and key business partners. In addition, I have been consistently recognized for my outstanding contributions to the bottom line and commended for my organization, efficiency, priority management, and communication skills.
HEXAGON MANUFACTURING INTELLIGENCE Commercial Service Operations Manager Irving, TX 2017-Present Oversee all field operations and customer service functions within a 23 state region that comprises the Western United States. Train, mentor, and supervise a team of over 50 field service engineers, coordinators and three regional service managers. in a specialized service industry. Work closely with US government and US department of energy entities such as Tinker AFB, Pantex and large defense contractors including Lockheed Martin, Raytheon, and L3 Communications. Conduct periodic reviews and provide annual contract services in support of war fighting and national defense efforts. Assume full P&L responsibility for the West region measured through KPIs and coordinate scheduling, installations, repairs, maintenance, training, software demos, programming, and contract inspection of various tight tolerance components. Develop objectives, policies, and programs to support staff and achieve organizational objectives. Conduct employee performance reviews and assist with staff development. Administer business contracts and review and approve bids and proposals. Analyze complex data and ensure the accuracy of all records and reports. Collaborate with sales/marketing personnel to provide technical support. Manage the definition, configuration, and placement of consignment machines. Control expenses, oversee budgets, and adhere to regulations and guidelines. Identify and address customer needs and promote overall client satisfaction. Consistently recognized for leadership skills and given multiple promotions
HEXAGON METROLOGY Regional Service Manager Irving, TX 2007-2017 Managed and coordinated field operations for all customer service functions within the geographically defined district of Texas, Oklahoma, Arkansas, and Louisiana. Directed the efforts of a diverse group of technical service engineers engaged in the oversight, installation, repair, modification, and preventive maintenance of various specialized equipment and software. Responsible for assuring the accurate and timely administration and reporting of customer account activities utilizing both local and corporate systems resources and databases. Managed direct reports and conducted salary and performance reviews. Business management software package proficiencies include, SFDC (Servicemax), HSM, ERPLX, and Cognos. Maintained customer files and office records of all local service activities. Acquired technical support as needed to minimize equipment downtime. Collaborated with technical support, sales, and other service personnel. Frequently negotiated with peers to facilitate allocation of resources. Scheduled installation/service calls and assisted with sales presentations. Provided strategic account interface and ensured customer satisfaction. Consistently met or exceeded designated district goals and objectives.
BROWN & SHARPE MFG./HEXAGON METROLOGY Service Engineer Irving, TX 1990-2007 Traveled extensively throughout the U.S. to provide customer support in the Southeast and Midwest service regions. Conducted client training seminars and oversaw installations, calibrations, rebuilds, repairs, preventative maintenance, and troubleshooting for mechanical, electrical, and pneumatic systems. Worked closely with Coordinate Measuring Machines (CMMs), Renishaw (3D) probing, and scanning systems/controllers. Operated various laser and optics systems to effectively calibrate machinery. Followed standards procedures as well as manufacturers operating specifications. Utilized Leitz, Common, and Sharpe protocols as well as SCO UNIX and Windows systems. Proficient in all Brown & Sharpe metrology service software and utilities.