Hardworking and reliable technician with strong ability in technical support and service. Offering adaptability, multitasking and strong work ethic. Highly organized, proactive and punctual with team-oriented mentality.
- Preventive maintenance planning
- Failure mitigation
- Performance optimization
- Program management
- Data processing
- Conflict resolution
- Coordination
- Organization
- First Aid/CPR
- Relationship building
- Certified service training HD-2, Scholly - 2020,
- Certified endoscopes, Henke-Sass, Wolf GmbH
- Certified Visionsense, Scholly - 2019
- Certified technical service, Valleylab - 2008
Wilmington, NC, 10/2010 - Current
Resolving technical questions and inquiries, increasing customer satisfaction and service effectiveness, acting as the voice of the customer on products. Development projects and support internal and external customers. I do technical assessments, in field installations, troubleshooting, repair and maintenance. I respond to customer and field and internal technical inquiries accurately and efficiently, by phone and email, during standard business hours and outside business hours. Maintain and submit technical records and documentation as per regulatory requirements. I provide process, documentation, tools, equipment, and materials to the global field service organization. Update and create procedures, quality documents, service manuals for field and technical service teams. Provide input to the organization on key projects focused on quality improvements, system updates and next generation equipment. Provide training to international field service, technical service, sales personnel. Work with the global field organization to support service activities in existing markets and expansion into new markets.
- Liaised with project managers to foster compliance and gathered feedback from internal and external customers throughout planning and test phases.
- Conducted in-depth evaluations of employee and equipment performance to promote industrial improvements.
- Assisted engineers in developing, building and testing prototypes for new products.
- Analyzed and interpreted engineering information to identify needs and make recommendations.
- Identified preventive and predictive maintenance needs to mitigate failure potential.
- Created agendas and communication materials for team meetings.
- Performed site evaluations, customer surveys and team audits.
- Answered hundreds of calls per month to assist with customer questions and concerns.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Albuquerque, NM, 10/2009 - 10/2010
I traveled the United States to central locations to help train Biomedical Engineers in testing, troubleshooting, calibrating and maintaining Valleylab,Covidien electrical surgical generators. Upon completion of the 5 day course, BMET's were certified to repair our company's generators.
- Explained technology-related details in easy-to-understand terms to biomedical engineers from different hospitals and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Observed system functioning and entered commands to test different areas of operations.
City, STATE, 11/2006 - 10/2009
I was part of a call center that created return authorization numbers for ESU's to be repaired. created and maintained a loaner program for generators that were sent in for service. I cataloged the consignment portion of the ablation business and managed 40 sales reps and their demo capitol equipment. billed customers for repairs and placed spare part orders. I maintained a catalog database in S2000 and SAP.
- Collaborated with customer service and sales colleagues to resolve issues.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Managed daily operations within customer service by supporting continuous delivery of excellent services and care.
- Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
City, STATE, 06/2006 - 10/2006
I was employed to help with the multiple reworks for the ForceTriad energy platform. This included board replacement, screen replacement, multiple ECO and testing and repair.
- Tested components, assemblies and systems to diagnose problems.
- Organized, analyzed and prepared technical data reports.
- Supplied production data to field operators, technicians, engineers and supervisors.
- Performed diagnostics, troubleshooting and evaluations on ForceTriad.
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School Attended
- Front Range Community College
Job Titles Held:
- Global Product Technician
- Product Support Technician/Biomedical Trainer
- Service Support Specialist
- Technician
Degrees
- Associate of Science
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