Senior Field Service Engineer Resume Samples

Description :

1. Performed annual preventative maintenance, maintaining, repairing, installing, and upgrading Quest's Myocardial Protection Systems.
2. Traveled to numerous hospitals throughout the U.S and Canada to perform Preventative Maintenance, Installations, and repair of the Quest MPS Console while adhering to hospital protocols and regulations.
3. Interfaced with sales reps, equipment users, and Bio-Medical Engineers in support of technology usage and troubleshooting issues.
4. Accurately maintained all records of maintenance, or service performed on customer and Quest owned equipment.
5. Served as liaison between the Quality Department and product user while communicating and documenting pertinent information to the complaint investigation department and resolution process.
6. Received documentation and followed up on customer complaints.
7. Accurately documented all information into the Q-Pulse Quality system per Standard Operating Procedures Conducted root cause failure analysis of service and maintenance logs, reviewed system data for trending, common root causes.
8. Aided in the permanent resolution on reoccurring complaints and system issues.

Experience

2-5 Years

Level

Executive

Education

B.S. In Engineering

Description :

1. Tracked and assessed system performance in customer sites to enable proper identification and resolution of issues.
2. Evaluated system performance to maintain alignment with required system specifications and customer needs.
3. Analyzed system performance to meet precise customer and system specifications/requirements.
4. Implement process improvements and design modifications.
5. Monitor and evaluate system performance at customer sites to identify and resolve issues.
6. Accelerated system operations and functionality for burn-in loaders, test handlers, media transfer systems, assembly, and cure systems, test systems, and laser marking systems.
7. Fulfilled numerous process improvements; conducted systems installations; installed system design modifications.

Experience

7-10 Years

Level

Management

Education

Associate Of Applied Science

Description :

1. Basic network operations and support using Windows 95, Windows NT4, Novell 3.12 Print Servers, and Sun Solaris 2.4 Host Controllers.
   
2. Troubleshooting network conflicts and performed operating system updates as required.
3. Daily completion of high-frequency service intervals to maintain high-speed xerographic machine reliability.
4. Daily addressed customer concerns to improve their overall perception and satisfaction of products used.
5. Customer Service Specialist Focal point for +40 service technicians to assist and resolve machine reliability issues, in turn increasing overall customer satisfaction.
6. Workgroup and Team coordinator to insure product knowledge and technical competence for over 36 convenience copier product families.
7. Update Field Service Managers on the state of business with respect to their service force, problem accounts, and machine reliability and customer satisfaction.

Experience

10+ Years

Level

Senior

Education

Diploma In Education

Description :

1. Deerfield, Illinois Provide supervision, service, preventative maintenance, modifications and installation of diagnostic equipment primarily in the clinical laboratory.
2. Managed a large territory of 50+ instruments across a 2 state area valued at over 10 million.
3. Provided on-site repair, responsible for delivering both timely and effective repair as well as training of operator to ensure optimal system performance, resulting in superior customer satisfaction.
4. Advanced troubleshooting skills diagnosing mechanical, plumbing, electrical, pneumatic, software and system failure to determine most cost effective solution.
5. Successfully interfaced with all levels of our customers involved in the use of our equipment which resulted in the development of value added products and reagent sales.
6. Lead multi-disciplinary teams to find a resolution for the most complex customer issues.
7. Supervised 5 Engineers in the field to help drive efficiency, managed financial performance within territory, exceeding budget for revenue generation, expense control and inventory management.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Science

Description :

1. Provided service and support on document imaging & scanning, microfilm, and data storage systems for more than 250 customers.
2. Managed territory across a 200 mile radius, making 4-8 customer visits daily providing hardware repair and maintenance as well as software & system interface support on document imaging systems.
3. Accountable for company assets: car, parts, computer, test equipment, etc.
4. Increased team revenue by identifying opportunities that led to new hardware and support service sales.
5. Developed equipment modification and repair recommendations that were published and distributed to other field personnel, resulting in increased equipment reliability.
6. Assisted major customers in developing and implementing ideas for a document workflow process that led to an increase in production while decreasing labor costs.
7. Created and implemented a preventive maintenance procedure that streamlined repairs and reduced maintenance time.

Experience

10+ Years

Level

Senior

Education

Associate In Electronics

Description :

1. Performed monthly, quarterly, semi-annual and annual preventative maintenance on all trained equipment for TSA.
2. Maintained an organized set of tool, test equipment, documents and manuals to aid in daily functions.
3. Provided TSA with daily records on break fix and repair units.
4. Recorded logs of weekly duties completed by TSA on monthly basis.
5. Delivered a low downtime per unit by responding within two hour timeframe, completing repairs, informing customer of completion and operation on unit, resulting in quick and greater passenger flow.
6. Achieved 100% availability on all service calls and customer requests resulted in improving response time, improving productivity and customer service quality.
7. Developed strong communication with all manufacturers, company logistics, and management to stay current on all changes administrative, software or hardware.
8. Responsible for being available for non-airport facilities including: Federal Banks, Court Houses, and Military facilities which resulted in an excellent relationship for upcoming projects.

Experience

2-5 Years

Level

Junior

Education

Bachelor Of Science

Description :

1. Travel to customer site, consult with customer to plan layout of equipment.
2. Review blueprints, schematics, manuals and other specifications to determine installation, retrofit, or service procedures.
3. Install, retrofit, and service equipment according to KLA-Tencor equipment specifications.
4. Operate system to demonstrate equipment and to analyze malfunctions Interpret maintenance manuals, schematics, and wiring diagrams and repair equipment using knowledge of electronics, standard test equipment, and hand tools.
5. Perform testing, tuning and adjust equipment to obtain optimum operating performance for the customer.
6. Setup and maintain internal networking and fiber optics between image computer, laser, heat exchanger and inspection system, as well as assisting customer in network setup between their external controller and our inspection system.
7. Instruct, train, and direct field service engineers in servicing and repairing equipment.
8. Consult with design engineering to resolve unusual problems in system operation and maintenance.

Experience

10+ Years

Level

Senior

Education

B.S. In Management

Description :

1. Provided field service and phone support for automation process chemistry and purification instrument sales in the pharmaceutical and biotechnology industry for this worldwide supplier of instruments and consumables.
2. Ensured alignment of instrumentation with clients' SOPs and successful automation processes for clients.
3. Transferred knowledge/procedures between Argonaut and Biotage as key members of the post-acquisition transition team.
4. Transferred Argonaut customer support processes, documentation, and systems data to Biotage.
5. Designed service training courses for internal, field service, and support personnel working jointly with senior management.
6. Created training documentation for users/service engineers.
7. Expedited the addition of new product lines into existing support structure by designing user-friendly FAQ documents.
   

Experience

10+ Years

Level

Senior

Education

Master Of Science

Description :

1. Managed and budgeted multiple projects accounting for over $25M annual warranty reduction, and 60% reduction in customer downtime.
2. Created and implemented Standard Operating Procedure (SOP) for newly developed group.
3. Set expectations for initiation, completion, and follow-up of projects and provided consistent reporting format and metrics for management.
4. Exceeded company's product uptime and customer satisfaction goals through diverse repair and support solutions.
5. Utilized statistical tools, reliability data and failure analysis, identifying parts and repairs not meeting customer and company performance expectations.
6. Identified, managed, and implemented single largest warranty reduction in company history; saving over $18M in warranty liability, annually.
7. Leveraged relationships to expedite repair development and validation.
8. Launched parts kit, tool, and repair procedure to the field in 3.5 months (typical project of this magnitude would take 12-15 months).

Experience

2-5 Years

Level

Executive

Education

Mechanical Engineering

Description :

1. Preformed equipment modifications, installation, and support on various mechanical, electro-mechanical, and electronic units.
   
2. Provided superior customer service by pro-actively interacting with customers on a daily basis.
3. Promoted territory growth by identifying and recommending products and services to customers.
4. Utilized technology (laptop computer, iPhone and related software) to perform administrative duties to ensure effective planning, utilization, and required paperwork completion.
5. Maintained on-site Customer Service Logs and Total Maintenance Care books according to accepted procedures.
6. Maintained tools and parts inventory to prescribed levels as required by District Service Manager.
7. Maintained a courteous and professional demeanor when working with customers, contractors, management, and fellow employees.

Experience

5-7 Years

Level

Executive

Education

Information Technology

Description :

1. Performed in-house test department activities as required to include sub-component assemblies to ensure proper operation.
2. Inspected all electrical and mechanical parts during performance testing.
3. Ensured all gauge specifications were within tolerances prior to shipment.
4. Interacted with both internal and external project managers during field commissioning.
5. Tuned and troubleshot equipment for proper operation as required.
6. Clearly and professionally interacted with customer base on a regular basis regarding the status of the gauging system and made inquiries for any issues the customer may have deemed necessary.
7. Performed routine maintenance on equipment and assisted the customer with establishing maintenance schedules.
8. Utilized computer and networking skills to assist in commissioning and maintenance of the gauging system to include customer's process automation team for Level 1 and Level 2 control.

Experience

10+ Years

Level

Senior

Education

Technology

Description :

1. Repair of electronic circuit boards down to component level.
   
2. Repair of mechanical roller systems, lift systems, and knowledge of numerous Document Imaging software programs.
3. Effectively communicate to customers, dispatch, logistics, and management to ensure the continuity of operation and customer satisfaction.
4. Continuous education to keep up with new technology and developing solutions.
5. Assist sales effort by performing service calls to support customer evaluations of sales demonstration units being tested by prospective customers.
6. Maintain service area of 300-mile radius servicing more than 450 scanners/contract customers at a cost well below the organization average.
7. Maintain and schedule all repairs, preventative maintenance, and time and materials call.

Experience

7-10 Years

Level

Management

Education

AAS In Technology