David Perkins Becomes Manager of Service, Support for Riedel Americas
David Perkins has been named manager of service and support for Riedel Americas. Perkins joins Riedel with decades of coaching and leadership experience within technical environments. In this new role, he will oversee the company’s internal technical support and service teams; enhance the processes and practices used to set and exceed customer satisfaction goals; and continue ongoing training around evolving technical service requirements.
“David has impressive experience across all aspects of service and support, and virtually all of it within technical departments and organizations,” says Joyce Bente, President and CEO North America, Riedel. “He has a long history in IT, with a wealth of knowledge around software-based solutions for the media industry. As Riedel continues its growth in markets across North America, David will play a vital role in ensuring we’re ready and able to continue providing stellar service and support.”
Prior to joining Riedel, Perkins most recently served as director of client services for Bitcentral. During his eight years with the company, he undertook strategic analysis, training, and projects across the department, and in partnership with sales, development, and product managers, to drive effectiveness across multiple teams.
“By keeping up with the latest emerging technologies and adopting ITIL processes that combine IT processes together with support-related services that cater to the next-gen business demands, David has gained valuable IT solutions insight that will help our customers navigate the transition to IP,” adds Bente.
Perkins previously was director of information technology at First Mortgage of America, where he provided strategic direction for all communications functions, including network, telecom, messaging, and mobility; coordinated validation and automation of support processes; and defined and documented change control process, testing process, and standard operating procedures.
“My primary aim is to bolster the global customer support desk and ensure the business remains customer-centric,” says Perkins. “I will also help build out the customer success function in all of Riedel’s key global markets, each with revenue responsibilities, success planning for customers, focused accountability for the customer, and account ownership.”
Perkins will be based in Riedel’s Los Angeles offices and report directly to Bente.