Senior Field Service Technician/Team Leader Resume Example Ricoh Americas Corporation

SENIOR FIELD SERVICE TECHNICIAN/TEAM LEADER

Professional Summary

Responsible Senior Field Service Technician with almost 36 years of experience providing customer support and troubleshooting expertise during field visits and dispatches. Excellent leadership, motivational and communication talents. Dedicated to building positive relationships with customers by providing outstanding services. Excellent trainer and mentor. Recognized consistently for performance excellence and contributions to department success in all aspects. Strengths in mechanical aptitude along with logical troubleshooting skills and techniques.

Skills

Project Management
Team Supervision
Technical Analysis
Safety standards and protocols
Hardware and software installation
Installation and maintenance

Feedback
Excellent social skills
Technical Support
Hardware support
Component testing
Issue escalation

Work History

Senior Field Service Technician/Team Leader, 06/2014 to 03/2020
Ricoh Americas Corporation – Beaumont, TX

Provided troubleshooting and repair support to customers covering a large territory.
Trained and supported new hires resulting in better understanding of process flow and safety procedures.
Provided technical support for other technicians to troubleshoot, repair and maintain office equipment when they had issues finding solutions.
Provided exemplary customer service on each field visit according to Ricoh guidelines.
Managed all on-site and off-site installation, repair, maintenance and test tasks.
Operated all hand tools and power equipment according to company safety procedures.
Reviewed technical documentation to complete equipment maintenance and repair.
Provided telephone and on site support to customers by determining cause of issue and explaining most effective solution.
Trained and supported new hires resulting in better understanding of process flow and safety procedures.
Positively engaged with customers and maintained professional appearance at all times as company representative.
Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
Interacted with all necessary partners including vendors, upper management and peers.
Reviewed all aspects of job upon completion to alleviate equipment failure and prevent callbacks.
Performed annual service visits and completed preventative maintenance on all systems.

Field Service Manager, 09/1987 to 06/2014
Ricoh Americas Corporation – Beaumont, TX

Led team of up to 17 service technicians in all field activities.
Effectively supervised staff of field technicians by implementing company policies, protocols, work rules and disciplinary action.
Used technical expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
Spearheaded overhaul of company best practices, leading to significantly increased staff retention rates and top-ranking as industry leader.
Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Evaluated employee performance on a monthly basis and conveyed constructive feedback to improve skills.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Defined clear targets and objectives and communicated to other team members.
Communicated best practices among on-site and external personnel to align efforts and goals.
Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.

Field Service Technician, 05/1984 to 08/1987
Office Development Systems – Beaumont, TX

Education

Associate of Applied Science: Industrial Electricity And Electronics, 05/1984
Lamar University - Beaumont, TX

Certifications

CompTIA Network+ helps develop a career in IT infrastructure covering troubleshooting, configuring, and managing networks. Network+ ensures an IT professional has the knowledge and skills to:

A+ Certification, CompTIA - 11/2019

CompTIA A+ certified professionals are proven problem solvers supporting current core technologies from security to cloud to data management and more. CompTIA A+ is the industry standard for launching IT careers in the digital world.

Continuing education in A+ ensures an IT professional has the knowledge and skills to:

Demonstrate baseline security skills for IT support professionals
Configure device operating systems, including Windows, Mac, Linux, Chrome OS, Android and iOS and administer client-based as well as cloud-based (SaaS) software
Troubleshoot and problem solve core service and support challenges while applying best practices for documentation, change management, and scripting
Support basic IT infrastructure and networking
Configure and support PC, mobile and IoT device hardware
Implement basic data backup and recovery methods and apply data storage and management best practice

Network+ Certification, CompTIA - 11/2019

Design and implement functional networks
Configure, manage, and maintain essential network devices
Use devices such as switches and routers to segment network traffic and create resilient networks
Identify benefits and drawbacks of existing network configurations
Implement network security, standards, and protocols
Troubleshoot network problems
Support the creation of virtualized networks

Resume Overview

Companies Worked For:

Ricoh Americas Corporation
Office Development Systems

School Attended

Lamar University

Job Titles Held:

Senior Field Service Technician/Team Leader
Field Service Manager
Field Service Technician

Degrees

Associate of Applied Science : Industrial Electricity And Electronics , 05/1984

Senior Field Service Technician/Team Leader Resume Example

Resume Score: 80%

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