Ed Klosterman

Responsibilities include a $35M revenue budget, $12M expense budget and the management of 86 professional service employees. Accomplishments include: • Exceeding company growth for 10 consecutive years • Expense budget cost neutral for three years with increased headcount • Industry leading customer satisfaction ratings through highly trained staff • Led initiatives to maximize efficiency and effectiveness in the following areas: o SAP implementation – Successfully led Change Management effort in Field Service o Installations success – Improved success rate greater than 20% points to 90% o Reduced end of month installations from 60% to 30% o Supply Chain optimization – Increased Service Rate from 75% to 96% o Optimized trunk inventory – Reduced value by 20% while improving first time fix rate o Created Field Service Certification Program – Used a market differentiator o Created mission statement used throughout the Customer Service Organization • Established Service Standards with strategic goals o Separated with those not meeting standards and attracted high quality replacements • Created FSE Council – Forum to address employees desires / concerns • Field Service organization consistently used as model for global community