technical support supervisor resume example with 10+ years of experience
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Emphasis on providing exceptional customer support, repair/troubleshooting, with respect to all applicable GMP, ISO, federal, and state regulations. Passion for systems troubleshooting, training client/colleagues, providing technical support, dealing in customer relations, and streamlining processes. 3 year’s experience working in laboratory, clean room, cosmetic, food, manufacturing, nuclear/gas/coal power environments.
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- Responsible for working with management to develop process-improvement initiatives.
- Assist with scheduling and coordinating field service visits.
- Maintain strong relationships with field service team,internal team, and customer base.
- Provide technical support and best practices, to team of field service engineers.
- Create training documentation for internal technicians and field service team.
- Maintain throughput of incoming and outgoing material.
- Maintain service department inventory across multiple platforms
- Interview and assist with onboarding new technicians
- Provide 100% remote calibration, repair, troubleshooting and customer relations services across the entire U.S
- With up to 100% travel
- Provided 24/7 On-Call technical support to clients and colleagues
- Experienced in providing on-site training/services to colleagues and clients on a wide range of products to include pH, DO, sodium, silica, conductivity, TOC, turbidity, chloride, sulfate + more in UPW/RO/DI applications
- Complete and file detailed job summary/site visit documentation to be disseminated to customer/colleagues
- Maintain strong communication through all service contracts to include sales team, supervision, management, and client
- Manage an inventory of revolving consumables, tools, materials in conjunction with team requirements
- Coordinate 100% of flights, hotels, cars, parts ordering, follow-up, relationship-building to accommodate the varying needs of my clients
- Passionate about providing services with the highest level of personal integrity/data integrity
- Take personal ownership of each client to include last minute flights, state-to-state driving, late nights, work on holidays/weekends to ensure that each customer stays running and compliant
- Review troubleshoot applications (HMI’s, scaling, communications, pressure, temperature, etc
- And consult with the customer to identify needs and exceed sales lead expectations
- Work in a leadership capacity with very limited intervention from supervisor/management
- Provided webinar training/introductions to RSM’s for new product line
- Collaborated with technical support to troubleshoot and implement revisions
- Conducted root-cause analysis of failing equipment and completed necessary repairs
- Application of bench equipment for verification/calibration of equipment
- Conducted field service visits to complete IQ/OQ, troubleshooting, repair, consultation
- Adhered to FIFO protocol ensuring optimal customer satisfaction and throughput
- Voluntarily configured department UPW water system to alarm for failure/overflow
- Assisted in creation of standard operating procedures via field service feedback
- Machining/modification of assembly panels/enclosures to specification
- Configuration of PLC’s and transmitters to customer requirement
- Reviewed customer/manufacturing drawings and respectively created ECO’s
- Offered exceptional technical support via phone and email
- Provided field service upgrades and support of meters, cables, and sensors for particulate sensing devices
- Supervised completion/assembly of 7’x7’ enclosures based on deadlines
- Created schematics via Draft sight/AutoCAD to customer/manufacturing requirements
- Provided successful troubleshooting of PCB’s/equipment
- Revision of wire diagrams, use of Multisim, handheld/bench DMM’s, oscilloscopes, creating procedures, PCB troubleshooting, repairs, calibrations, technical support
ITT Technical Institute - Wilmington, MA
ITT Technical Institute - Wilmington,
- Initiatives Received service award 2017, and 2018 for outstanding performance/service Received award in 2020 for Field Technician of the year 2019 Worked for 4 months on-site with absence of supervisor, and limited management intervention while maintaining service department FIFO throughput Worked for 3 months remotely with absence of manager while maintaining field service objectives/responsibilities.
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Resume Overview
School Attended
- ITT Technical Institute
- ITT Technical Institute
Job Titles Held:
- Technical Support Supervisor
- Field Service Engineer
- Service Technician I + Service Technician II
- Associate Electronics Technician
Degrees
- Bachelor’s
- MA
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