Jeffrey Jones

Services / Support Executive Retired

Retired

Jul 2026 - Current (2 months)

VP Global Service and Support

Everbridge

Jan 2025 - Jul 2026 (1 year 7 months)

Vice President, Customer Support and Intelligence

Everbridge

Jul 2023 - Jan 2025 (1 year 7 months)

Vice President, Customer Support

Zix

Mar 2021 - Dec 2021 (10 months)

Led Support Organization focused on delivery of Phenomenal Support to the customer.

VP Global Support Services

Entrust Datacard

Jun 2010 - Jul 2020 (10 years 2 months)

Leading a Global Support Services organization dedicated to quality service for our customers. Responsible for global field delivery, technical phone support, service design, and service process. Grew services revenue and margin each year while increasing customer satisfaction. Created the Service Design Organization focused on service readiness, service requirements on new products, and lifecycle management of released products. Integrated the services organization of Dynamic Card Solutions after completing the acquisition. Developed Key Performance Indicators and developed a business management system to drive improved quality, efficiency, and consistent delivery globally. Defined new service offers to foster growth, and implemented

VP Americas Service Operations and Partner Delivery

NCR Corporation

Mar 2009 - Mar 2010 (1 year 1 month)

Responsible for driving superior service quality throughout the Americas. President of First Level Technology (FLT), a wholly owned subsidiary of NCR Corporation. Led the creation and development of Key Performance Indicators for field delivery and industry lines of business. Improved all service delivery metrics year over year including increases in first visit resolution, service response time and service resolve time. Improved operating income by 0.5 points. Successfully transitioned FLT into NCR Corporation, reducing $2.6M in cost.

Area General Manager, Central Region

NCR Corporation

Apr 2008 - Mar 2009 (1 year)

Responsible for maintaining and building customer relationships and managing Account Support teams driving ownership and service accountability. Led the growth and delivery of on-site repair, implementation services, and services account support for the Central Region, a $200M business. Improved Operating Income by 1.2 points in 2008 compared to 2007. Led the US in all (except 1) operational metrics including response time, first visit resolution, Customer Engineer productivity and utilization. Was 2nd in US for restoral time. Improved time to hire from 60 days to 15 days through utilization of outside labor organization.

Director, Business Operations

NCR Corporation

Sep 2006 - Apr 2008 (1 year 8 months)

Led growth and superior service delivery quality at an optimized cost throughout all four areas within the America’s region. Responsible for deployment and life cycle management of field operations, services account management, customer profitability, service operation support, customer reporting, and the business management system. Increased revenue through Time & Material process improvement in addition to year over year improvement in service response and service resolve time. Led project teams that redefined and implemented new service delivery structure. Developed Territory Manager Academy. Developed Union Strike contingency plan and realigned areas to improve balance and customer relationships.

Director, Service Design for Retail Products

NCR Corporation

Oct 2003 - Sep 2006 (3 years)

Responsible for assuring strong linkage with business unit realization process, designing efficient and cost effective service philosophies, optimizing use of assets to reduce inventories and improve cash flows and performing proactive lifecycle management on both product and service performance. Improved linkage between the services organization and retail product organization by ensuring 100% of new products met or exceeded serviceability requirements. Consistent reduction in service calls by 25% and reduced time to repair through development and implementation of new service philosophies.

Director Account Support and Business Operations

NCR Corporation

Apr 2002 - Oct 2003 (1 year 7 months)

Responsible for operational effectiveness, service delivery excellence, account support, and customer profitability. Consistent year over year customer profitability improvement, increasing revenue by $12M, while decreasing cost by $27M. Developed and deployed Territory Resource Optimization tool resulting in improved service level response by 12% and service level resolve by 6%.

Associate Executive

Philips Healthcare

Mar 2001 - Apr 2002 (1 year 2 months)

Responsible for acquisition integration, service field integration and implementation, along with service revenue and quality improvement. Led project teams that successfully integrated Marconi, ADAC, Agilent and ATL companies into the Philips services organization and developed multi-vendor support strategy. Exceeded revenue and operating income plan coming in at 102% and 109%, respectively.

Services Region Director

NCR Corporation

Feb 1999 - Mar 2001 (2 years 2 months)

Responsible for delivery of world class service by promoting and improving customer satisfaction, associate satisfaction and service quality. Responsible for the delivery of annuity and transaction services in the states of Ohio and West Virginia, consisting of 10 Territory Managers, 170 Customer Engineers, and 8 support associates with a $52M revenue stream. Exceeded all operational targets including first visit resolution, response time, restoral time and left over calls. Achieved second highest revenue per Customer Engineer in the US out of 14 regions.

Increasing Roles of Responsibility

NCR Corporation

Jan 1982 - Jan 1999 (17 years 1 month)

Increasing roles and responsibilities from Customer Engineer to Assistant Region Director.

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