Sharon Shaw, who is well known in the security industry as an evangelist of managed services, a skilled trainer and director of education, has taken on a new role at Tech Systems Inc, an Atlanta-based systems integrator.
Shaw was formerly president of Integrator Support, and director of education for PSA Security. (She's also part of my TechSec Advisory board. )
Here's a link to a story I wrote about Tech Systems Inc. in January. TSI appears to be a great fit for Shaw's skills. She told me she was drawn to the company's "service-centric culture." The services piece—managed as well as services in general—is something Shaw knows well. And it's not an overstatement to say that TSI is big into service. When I did that story in January, Larry Simmons, TSI VP of client services, told me that if a customer is not interested in “a strong service offering, we don’t waste resources [on that job].” As a result, TSI in January was “very close to achieving our goal of being able to cover 100 percent of our operating costs [with] recurring revenue."
AT TSI, If service techs want to leave a job site without completing a service call for any reason, the request must be approved by a regional manager, a director, and ultimately by the CEO or Simmons before that tech may leave the job without finishing. TSI’s service program is called FOCUS, and the company reports some impressive results. “In 2012, TSI responded to 16,467 FOCUS-related service calls. We only failed to either achieve response time or functionality 30 times, giving TSI a 99.99 percent success rate. Our success rate has not dropped below 99.7 percent over the past three years,” Simmons said.
In her new role as Client Development Manager, Shaw will develop continuing education programs for Tech Systems’ customers and staff. The idea is to have a “quality communications programs and [see that there’s] a continuing stream of relevant information so everyone is informed and when they’re making decisions, they have the best tools and resources available to them,” she told me.
Tech Systems has 164 employees across the country. Headquartered here, it has other brick-and-mortar offices in North Carolina and California. Employees elsewhere work from virtual offices.
Congratulations to Shaw, and kudos to TSI for a smart hire.