Charles Hughes

As an innovative and forward-thinking executive in the technical services industry, I’ve established myself as a thought leader spearheading the application of an agile field service workforce focused on reducing service delivery costs without sacrificing customer experience.

With 20+ years of expertise, I have proven hands-on experience leading key initiatives that increased corporate competitiveness including saving a Fortune 500 company $100M over five years. I have a keen ability to identify and conceptualize processes, structures, policies, and systems including an Outcome Based Service Model that merges standard metrics (on-time arrival, first-time solutions) with outcome-based metrics based on customer needs. I have proven success leading up to 12 Directors and Senior Managers and indirectly leading 750 cross-functional employees.

By utilizing labor clouds I established a nationwide workforce of highly skilled IT techs in just a few days. It doesn’t make sense to have a $120-per-hour tech working on a $20-per-hour problem. The use of hybrid labor models ensures that workers with the right level of skills can be accessed as needed precisely when they are required. Experience serves as a blueprint for how an organization can leverage new technology to modernize service delivery models, protect the revenue and delight customers.

My professional roles ➡️ Vice President of Technical Site Services, Director of IT Field Services, Director of Field Services, and Director of Network Operations.
My certifications ➡️ Certified Field Services Manager
My education ➡️ A Master of Business Administration (MBA) with a concentration in Leadership and a Bachelor of Science in Business Administration.

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ID Event Name Duration Start Date
UE-1955 Field Service Connect Virtual Event 1 Days February 17, 2021