Sr. Manager, National Field Service Resume CA - Hire IT People

SUMMARY:

I am a skilled senior level manager possessing extensive technical abilities and nearly 20 years of experience. I have a proven track record in the successful implementation of process improvements, diagnostic and analytical reports, auditing and in - field troubleshooting, utilizing strong leadership and communication skills to deliver superior customer service.
SOP Development Molecular Diagnostics Budgeting/P &L Analysis
FDA & ISO Auditing Operations Management Product Development
Workflow Process Improvements Cross-Team Communications Performance Reviews & Metrics
Hardware/Software Troubleshooting Quality Control Team Leadership
Analytical Problem Solving Production Management Staff & Development
Computer Proficiency (MS Office) Strategic Planning Customer Service

PROFESSIONAL EXPERIENCE:

Confidential, CA

Sr. Manager, National Field Service

Responsibilities:

Responsible for developing and deploying remote molecular diagnostics for a robotic capital equipment company in coordination with
Hardware/Software Engineering Team; reporting on any design bugs and reliability or maintenance issues. Design and prepare all service documents and SOP’s, including installation and field service manuals, service bulletins, technical bulletins and troubleshooting guides. Train and support
Field Service Engineers and Field Product Support teams on how to identify, assemble and forecast supply of parts, effective troubleshooting methods and how to repair, replace and calibrate systems. Perform audits, such as internal, FDA, and ISO audits and implement the necessary changes for compliance. Maintain reports according to FDA and ISO regulations. Manage Service Coordinators, ensuring quality of daily service calls, the accuracy of service contracts, and oversee P&L. Directed the PEAK Service team (a third party service provider).
Responsible for hiring of staff, setting performance objectives, direct employee reviews, provide mentoring and coaching to Coordinators and Field Search Engineers.

Confidential, CA

Field Service Engineer Manager

Responsibilities:

Managed installation, repair and start-up equipment for Field Service group. Acted as Technical Advisor to the Machine Development group.
Provided and support for staff and affiliated members. Presented customers with demonstrations on machine functions and capabilities, including the cutting/dicing capabilities of laser system.
Ensured superior customer service and correspondence with clients and assisted with escalated issues.

Confidential, Milpitas, CA

Sr. Field Support Engineer

Responsibilities:

Collected and analyzed data for reports and prepared all service documents for internal and external . Established standard operating procedures and process improvements distributed to Field Service Engineers.
Provided to internal and external customers when new products were released and technical support to customers on ASL’s and Diamond D40 products. Met production objectives and equipment reliability improvements in coordination with internal customers. Managed Field Service Engineer team and supported Junior Field Engineers with daily tasks.

Confidential, San Jose, CA

Field Support Engineer

Responsibilities:

Installed, retrofitted and upgraded Systems for KLA 21xx Wafer defect inspection systems and KLA 25xx Analysis systems. Provided technical assistance and troubleshooting regarding hook-ups, product testing and software for customers. Supported all test activities from initial troubleshooting intake through final stress analysis.
Traveled for 75% of off-site customer accounts and provided installation, retrofitting, testing and calibration to meet manufacturing specifications.

Confidential, Palo Alto, CA

RF Manufacturing Engineer

Responsibilities:

Lead process development, design reviews and design improvements on various projects to improve cost reduction. Released new products to production, designed and reviewed schematic, and designed assembly drawings.
Coordinated with Staff Engineering group to establish critical design reviews and verifications.
Acted as liaison between engineering department and production department. Designed and implemented new BOM’s, manufacturing spec data, test procedures and ECO release designs to manufacturing department.