Samson Lee

Innovative Customer Service Leader with 10 years of management experience, specializing in tech-driven customer success and operational efficiency.  Passionate in contributing towards organizational success with a proven track record in managing and mentoring cross-functional teams, streamlining and optimizing processes, and committed in collaborating with the Sales organization to drive revenue growth and enhance customer relationships.

Field Service Manager

Convergent Dental, Waltham, MA June 2021- February 2025

Responsibilities:

• Coached and mentored (15) Field Service Engineers throughout US and Canada servicing Co2 Laser Equipment in the field.

• Coached and mentored (3) in-house Customer Service Representatives from technical support to scheduling FSE weekly visits.

• Field visit with Team members, ensuring service processes and procedures are followed in the field. Coached each FSE individually based on each of their strengths and weaknesses.

• Product support for both Customer Service and FSE teams in troubleshooting, while also providing additional in-field support to ease scheduling conflicts to better service our customers.

• Strong knowledge of medical device regulations (FDA 21 CFR Part 820, ISO 13485, ISO 1497).  Also, participated in annual FDA audits.

• Managing annual budgets and field resources needs. Successfully operate below budgeted head count without affecting customers’ SLA and Preventative Maintenance obligations.

• Reviewing and reducing cost of travel expenses by developing new return visits tracking analytics.

• Developed new processes in Salesforce to help reduce paperwork completion time. 

• Collaboration with Engineering and Manufacturing to help improve product stability and product support.

Service Manager

McCloskey Mechanical Contractors. -Boston, MA June 2020 to June 2021

Responsibilities:

• Startup and build a Service Organization from the ground up.

• Cold call and email potential clients to sell our services and Preventive Maintenance Programs.

• Maintain relationships with current customers within the region.

• Estimating and processing billing from writing Purchase Orders to Subcontractors, to invoicing customers accurately and correctly.

• Project Management for big box companies like Lowe’s and office fit-outs. Maintaining direct communication with General Contractors and on-site Supervisors with updates on the current scope of work.

• Run system report and record project budgets and revenue coming into the department.

Service Manager

Lenox Martell-Boston, MA June 2019 to March 2020

Responsibilities:

• Manage and schedule day-to-day operations of Refrigeration Technicians.

• Review all end-of-day work orders from technicians, making sure invoices are billed properly.

• Coach and mentor 10 technicians to be productive, cost effective and reach career goals.

• Maintain a balance on service costs, productivity and reduction of visits by service call.

• Maintain close relationships with customers to fulfill their requests and schedules.

• Maintain close communication with Sales Reps and outside vendors on status and completion of jobs.

Field Service Manager

Canon Solutions America-Boston, MA Jan 2014 to June 2019

Responsibilities:

• Manage the day-to-day operations for Service as well as long-term and short-term goals for the Branch.

• Review and manage Service Level Agreements (SLA's) and Key Performance Indicators (KPI's).

• Maintain a balance on service cost vs run-time of equipment between visits.

• Maintain close communication with customers on their needs through proper channels and/or

escalations to mitigate any issues.

• Coach and teach technicians to be productive and cost saving to meet their KPIs.

• Field train new hires and monitor their progress through field visits.

• Serviced equipment in field with Senior Technicians to help shorten resolution time and improve

customer experience with management involvement.

Cittone Institute

December 1999

Computer and Electronics

Orange High School

June 1998

High School Degree