Eric Vess Email & Phone Number

Knoxville, TN

• I deliver and develop in-classroom, virtual, and customer site technical training courses focused on Emerson’s Reliability Solutions product line.
• Conduct formal MHM Training courses on assigned topics.
• Develop course curriculum and course demonstration equipment.
• Ensure technical accuracy of training materials assigned.
• Research and develop content for MHM training manuals and e-learning courses materials.
• Prepare and maintain documentation and publications related to MHM training offerings.

Knoxville, Tennessee Area

• I was promoted to Field Service Supervisor in December 2018 and earned next promotion within eight months to current Field Service Manager position to optimize customer retention, field service levels, and installation.
• Maximized service delivery to customers by overseeing the entire Field Services Team responsible for system analysis, maintenance, installation, commissioning, and customer training.
• Created a training program that improved field technician performance, skill levels, and technical capabilities.
• Worked with Director of Operations & Technical Services to increase department revenue and provide feedback on field service strategy improvements to optimize processes, cost savings, and customer satisfaction.
• Spent 10 weeks straight at customer locations to ensure optimal service, working overtime to solve complicated problems and convincing one account to purchase 3 of the upgraded Platinum Systems in 2019.
• Recognized by manager as: “effective communicator who encourages collaboration and is driven for results, self-motivated, consistently exceeds expectations.”

Knoxville, Tennessee Area

• I provided customer field services for installation, commissioning, and support while assisting with online system project management and overseeing online system field commissioning.
• Overcame initial challenges by developing work instructions for performing commissioning of new installations.
• Provided front line product support and project management for 60 system installations with 30 customers.
• Awarded “Road Warrior” recognition for extensive travel time in the field to ensure successful commissioning.
• Analyzed, identified, and reported issues with systems and worked with Engineering to design solutions.
• Developed and trained internal employees and customers on system installation and commissioning.

I fulfilled similar responsibilities in these roles by performing vibration analysis, preparing reports, gathering test data, providing customer training, and traveling/interacting extensively with customers throughout the US.Recognized on performance review as a “key component to the department’s success in 2016 and continued to develop his competency.

I contributed to the overall quality of various manufactured products and software by handling administrative and customer needs in relation to technical support and repair.Provided front line product repair and software support, performed product repair arrival and departure inspections, handled product return logistics and assisted in testing/inspection.

I positively impacted the quality of repair services and reputation for this luxury automotive dealership by handling administrative and customer relations functions for the service department. Advised customers on repair needs and generated additional revenues by up-selling other maintenance services.Optimized service levels by scheduling appointments.

I started as the dealership’s only technician and earned 2 promotions to Warranty Administrator (six months after initial hire) and then Service Manager in 2006 for this motorcycle dealer specializing in European brands. Interviewed, hired, trained, and managed a team of up to three Technicians and Service Writer. Developed and implemented guidelines for.

Bachelor'S Degree, Information Technology; Information Assurance & Security

Certificate, Local Area Network Operations/Management

Certificate, Certified Motorcycle Technician - Ducati Specialization