Barry Mikoluk worked as the National Customer Service Manager at Nipson America from 1999 to 2002. He was responsible for all aspects of national technical support, including managing the call center, logistics, and technical training. During his tenure, new product sales increased 300% as existing customers purchased additional machines. He also established strong technical communications with the factory to provide feedback and drive product enhancements.

1. BARRY E. MIKOLUK
52 Stonegate Road
Chelmsford, MA 01824
(978) 387-7560
Nipson America, Inc
(formerly Xeikon America)
10 / ’99 – 10 / ‘02
National Customer Service Manager
Recruited to assist with the stabilization, growth and development of the
maintenance service organization for the black & white printing products division.
During my tenure at Nipson the new products base increased 300%. Almost half of
the new product sales were additional machines sold into an account after the
successful introduction and implementation of the initial unit. (“Sales gets the first
box…..service sells the rest!”)
Responsibilities and achievements:
- Responsible for all aspects of national technical support of the hardware,
including Call Center, logistics and technical training. Coordinate all activities and
actions required to meet support and
performance expectations of our customers.
- Responsible for P & L, control costs, increase margins.
- Represent Nipson to the headquarters and manufacturing organization in France.
- Establish and maintain strong technical communications with the factory, provide
feedback on product performance, drive factory toward product enhancements
necessary to support the US market.
- Supervise and develop a team of support reps nationwide in providing 2nd and 3rd
level support to our service providers and self-maintainers.
- Develop and implement new service delivery offerings aimed at improving
customer satisfaction as well as to enhance product sales.
- Responsible for establishing, developing and maintaining the relationships with
our service providers. Negotiating service contracts with them, monitoring their
service performance, providing feedback
and recommendations for improvements.
- Work closely with sales. Provide hardware and technical support to the
Xeikon/Nipson sales channels in a pre-sales basis.
- Oversee the technical training staff in providing the necessary training to our
service partners and
Self-maintainers. Establish the training curriculum to compliment the new service
delivery plans implemented.
- Recommended introduction of a direct service initiative for the Xeikon B & W
products. Developed the strategy, determined geography and established the
field force. Successfully recruited and placed engineers in several areas across the
country servicing accounts directly with excellent results. Expanded areas of
coverage for direct service.
- Initiate program to reduce parts cost for service. Establish second source
relationships domestically
for service parts and consumables in order to reduce costs, increase margins and
improve delivery.