Responsible for phone support, training, and field service.

Responsible for supporting sales, installation, and service of vehicle wash systems in the New England area. Servicing a variety of customers from the MBTA Blue Line train wash to retail automatic and self-serve car washes in the region. Providing first point of contact for customers, technical support and service scheduling. Administrator for the customer relationship management program, managing service and sales opportunities, service history. Supporting fabrication with the development of bills of materials, drawings, and manufacturing aids. Project coordination.

Responsible for the coordination and operation of three field service regions in the US. Liaison to the organizations in Europe, Canada, Mexico, Brazil, and Asia. Coordinating machine down escalations. Managing machine retrofits. Monitoring performance of products and services to determine quality of delivery and profitability. Evaluating field service skills to help define training plans. Budget development and monitoring. Evaluation of level of service. Performance appraisals.

Responsible for the day to day operation of the POEC. Previously Owned Equipment Center. Our charter was to repurchase, refurbish, re-certify, and market Siemens pre-owned surface mount placement equipment. The department functioned as a small business within the division. I was charged with the management of all resources, personnel, and material required to run the operation. To that end I performed as a manufacturing and QM engineer related to process control, logistics manager related to parts procurement and machine repurchase, and sales for marketing of used equipment. Budget development and monitoring. Performance appraisals. Design of new products and services. On the technical side, I was team leader for all escalations of machine repair and performance issues. As the POEC Manager I was responsible to interface with the operations in Munich, Shanghai, Singapore. Maintain quality issue updates with Munich QM. Review and maintain processes and documentation. Support the operation of the tech. support hotline and customer service. Manage schedules.

Responsible to provide an interface between the Motorola sites in the Americas and the support groups in the U.S. and Germany. To define, and resolve to the customer's satisfaction, any issues involving the machine platform not performing to their expectations. Maintaining a positive customer partnership. Supplying day to day support for Siemens personnel and customer engineers and technicians to resolve machine down situations and answer more complex questions than normally encountered. Maintaining the issues list and conducting issue review meetings.

Responsible for the installation, repair of customer equipment, and supervision, scheduling, and support of eight Field Service Engineers working 24/7 at three locations. Supervision and scheduling of outside contractors. Support of projects involving factory personnel. Development of employee training plans and course materials. Documentation and escalation of equipment problems. Management of company resources and cost control. Training of customer personnel. Bug reporting. Maintaining the issues list and conducting issue review meetings.

Responsible for supervision of seven technicians working on two shifts. During this time I had the opportunity to cultivate the thru-hole process from a single machine to a well-integrated assembly line, and then began to phase out that equipment in favor of surfacemount. We later added a second line, and finally brought the China plant on line. The bulk of my experience was with automated assembly lines, from investigation and justification, to installation and implementation, and on through programming, trouble-shooting, maintenance, and employee training. In addition I fulfilled manufacturing and industrial engineering functions, plus project management related to equipment procurement and plant lay out. I was responsible for all the aspects of manufacturing involving any type of machine in the p.c. board assembly area including the process in of engineering change notices and proofing bills of material. On a daily basis I, or the employees under my supervision, did all of the development, programming, and trouble-shooting of the equipment or processes required to produce consistent, high quality board assemblies. I interfaced with the Production Manager, Department Supervisors, Design Engineers, and Board Designers as well as the production equipment vendors.