Eric Sumption Email & Phone Number

Bothell, Washington, United States

Redmond, Wa

I was the lead subject matter expert over all product lines and performed technical support escalations when required working with engineering, marketing, clinical , quality and regulatory teams to resolve issues. I performed product and process training of new technical support team members. I delivered product support, troubleshooting, and part identification for monitor/defibrillators, automated external defibrillators, CPR products, and video laryngoscopes for customers and field service within a call center environment. I provided detailed documentation of complaints for quality review and FDA compliance.• Participated in cross functional team to deliver troubleshooting steps and questions to assist quality engineers with data needed for trending and isolating root cause issues.• Based on customer needs submitted 275 leads to the sales team from which quotes of over $1 million in potential revenue were generated.

Redmond, Wa

I leveraged product expertise and customer service skills to deliver high level product support, troubleshooting, and part identification for monitor/defibrillators, automated external defibrillators, and CPR products within a call center. • As the technical support team subject matter expert for the LP20e, I collaborated with the failure analysis team and service operations for the release of a technical bulletin on the proper replacement of the coin cell battery to reduce the number of improperly replaced system PCBAs.• Wrote test scripts and performed regression and final validation testing of technical support functions for the initial implementation of Salesforce application with the US service team. Participated in end to end testing for all handoffs between technical support with field service, depot, failure analysis, and quality teams. Performed all technical support team training on the new system.

Redmond, Wa

While delivering excellent customer service, I processed customer accessory orders by phone, email, or fax within ERP systems QAD and MFG PRO. I Provided order confirmations, tracking updates and supported general customer account inquiries and update requests. • Highest department average of call handles per day. Had multiple instances of over 100 calls handled per day.

I performed troubleshooting and depot repair of radios, amplifiers, antennas, and their accessories using schematic and block diagrams for PCBA and component level repairs. I completed automated and manual test procedures using test equipment such as volt meters, watt meters, signal generators, and oscilloscopes for diagnostic testing. I performed basic soldering of wires and components.