Charles Summers Email & Phone Number

Aliso Viejo, California, United States

Laguna Hills, Ca

Technical subject matter expert for the Sonendo GentleWave System, providing top-tier telephone support, and occasional on-site repair service/training.Work with Endodontists and their staff to troubleshoot system and user related issues over the telephone.Collaborate with engineering and field service to resolve system issues using product performance data and implementing corrective actions.Develop manuals, bulletins, departmental procedures, and telephone support troubleshooting guides.

Laguna Hills, Ca

Field Engineer providing exceptional customer service while performing onsite installations, repairs, and routine maintenance for the Sonendo GentleWave System.Responsible for installation, corrective maintenance, and preventative maintenance field service activities.Collaborate with Clinical and Field Application Specialists to provide a complete solution and best in class customer experience.Build and maintain relationships with new and existing customers.

Irvine, Ca

Lead services team delivering Service Excellence in Medical Device onsite/offsite break/fix, preventative maintenance, training, and field action remediation. Facilitated field support through internally managed call center that supported multiple companies in technical/clinical support, application support, and user related services and educational requirements. Worked in parallel with Business Development teams to deliver opportunities to grow the Quest portfolio and support current customer needs. Leveraged cross functional teams to deliver against challenging times in the market place. Partnered with Marketing, Business Development, Finance, and Operations to continue to add to the MD&D portfolio while assuring compliance in FDA 21 CFR Part 11 and ISO 13485.Supported service for profit business opportunities related to current and future service opportunities.Actively supported and promoted business development opportunities in coordination with Sales and Marketing teams.Developed, modified, and improved standard operating procedures and documented work instructions to allow for compliant documentation and service.Lead Service team consisting of resources supporting areas of Medical Device Capital Equipment and training in all areas of support.Structured mechanical repair services to include field remediation, preventative maintenance, and customer training.Instituted field service dispatch process to improve onsite service time while reducing wait times for next customer interaction.

Irvine, Ca

Partnered with a variety of clients in the medical device and semiconductor sectors to document and develop technical product literature, training materials, and service agreements on time and within budget. Interviewed subject matter experts to understand technologies, business needs, and management approaches to assist with decision analysis and planning. Comfortable and effective in all roles: project manager, team member, or lone consultant.Developed service guides, installation guides, and planned maintenance and calibration checklists for class II medical devices.Wrote technical bulletins for implementing mandatory field corrective actions to equipment hardware and software.Provided semiconductor companies with third-party mask design layout services to supplement design team workloads.

Irvine, Ca

Supported WW Field Service Teams, call center personnel, and sales in daily operations of customer service delivery. Was critical team member in product development supporting service delivery development tools and processes. Was responsible for two dynamic product lines that drove 40% of all business revenues to ensure product improvement and supporting documentation. Conducted monthly training for new and tenured Field Service Engineers to guarantee technically sound servicing and repair of customer-located products.Technical Service subject matter expert providing training and support on multiple products in the medical device and diagnostics sector.Trained field service staff, sales staff, in-house staff, customers/biomeds, and management in the U.S and overseas on current and new products.Directed and performed top-tier troubleshooting support on released products, served as a key technical service team member for new product development and new product launches while managing multiple existing product lines.Provided line support for manufacturing by troubleshooting product malfunctions and identifying manufacturing defects.Engaged in regular interaction with upper management, engineering, worldwide sales and field service staff, and in-house technical staff.Created training/study materials and presentations for training classes on multiple product lines.Wrote test procedures, work instructions, technical bulletins, and operating procedures for devices and service protocols.Developed service and installation guides and provided direct input to technical publications for user guides and other customer related documents. Primary service reviewer and primary editor for customer-facing technical documents.100% account retention achieved after visiting disgruntled customers.Discovered troubleshooting technique that resulted in a cost savings of $2000 per occurrence.

Irvine, Ca

Highly regarded team member in busy call center with energetic and friendly personality that consistently drove customer satisfaction to the highest levels. Supported customers, biomeds, and field staff on multiple product lines via live customer support and on-call shifts.Created call center troubleshooting phone scripts for multiple product lines.Managed service contracts for US Southern region field service.Tested and reviewed call center software updates before implementation.Maintained a high call volume with low dispatch rate.Achieved high customer satisfaction scores.Often requested by customers to help resolve their issues over other Technical Support Representatives.

Irvine, Ca

Member of design team experienced in IC design, layout, and developing state-of-the-art integrated circuits. Responsible for floor planning, full custom layout and verification of high-performance Analog and Mixed-Signal products, partial or complete custom/semi-custom implementation of multiple blocks, block-level design, custom placement and routing, and design integration.Proficient in custom placement and routing activities: Floor-planning, routing, extraction, and signal integrity.Performed LVS and DRC checks through Dracula, ICED, and Cadence verification tools.Strong understanding of layout DRC rules/concepts and device identification concepts.Trained newly hired designers on circuit layout software and procedures.Consistently met aggressive deadlines to deliver critical components to clients on time.Recognized as the key resource for adopting new technologies and upskilling team members.Proactively instilled client confidence through transparent communication, resulting in account growth and increased company revenue.

Bachelor Of Science, Automated Manufacturing Technology

Associate Of Science, Electronic Engineering Technology