Glenn Card Email and Phone Number

Connects and powers up productSets the product per preset game/product specified settingsCarry out activities related to installation, preparation, removal, conversion, service, maintenance and upgrading of gaming systems and equipment in the fieldPerform all prep tests including assurance hardware, firmware and system interfaces are accurate and functionalRespond to customer issues, relaying to senior technician when neededDocument repair, preventative maintenance , machine prep, standard power analysis and pre-site workIdentify and coordinate ordering of parts when neededFollow documentation, policies and procedures and perform tasks without supervisionTroubleshoot while tracking and reporting issues to managementEducate customers on basic game functionalityMaintain a positive image of Interblock with co-workers and Interblock’s customersWork in a team oriented environmentAdapt to various jurisdictions and interface with compliance officersTravel to customer sites as requiredPerform other duties assigned by management team

Business technical consultant for capital equipment analytical instrumentation.Adviser for business management for acquisition strategy of laboratory equipment.

Manage and coordinate all international support efforts.

Co-ordinate the customer relationship management efforts of the western U.S. region.Tasked with monitoring warranty and service contract costs with the goal of reducing repeat service calls.Conduct weekly CRM informational meetings with Technical Service Support, Service Engineers and Sales personnel for group cohesion.Schedule Service Engineers for customer repairs based upon the criteria of warranty, service contract and billable repair calls for ICP, DC Arc and Hg analytical instrumentation.Initiate customer site escalations based on extended repair times, repeat calls or due to customer dissatisfaction.Manage and co-ordinate escalations meetings with Engineering, Production and Quality Control departments to develop the identification of root cause failure, on-site repair plan, implementation of the repair and customer satisfaction resolution.Maintain and manage a service call database for all customer problem correspondence.Provide worldwide technical support for domestic and international customers concerning documentation, applications inquiries or instrument failures via e-mail, fax, telephone correspondence or on-site customer visits if warranted.Provide technical support and advanced troubleshooting training and advice for field service engineers.Conduct instrument technical training seminars scheduled quarterly. Seminars are two weeks in length.Produce technical information bulletins indicating product introductions, pertinent Engineering Change Orders, trouble shooting techniques.Author technical manuals and manual inserts.Core member of the new product launch team.Maintain all in-house training instrumentation.ACCOMPLISHMENTSMaintaining a customer satisfaction rating above 95%. Authored the technical manual and technical training material for new ICP instrumentation.Conduct a two-week technical training seminar quarterly for troubleshooting and repair of ICP instrumentation.

Maintained and managed a service warehouse stock of $4 million.Coordinated physical inventories for annual warehouse physicals.Directed training involving teaching, demonstrating and advising users on productive work methods of the inventory and RMA system.Maintained contact with vendors, quality assurance, engineering, production, sales and field service to resolve customer spare parts complaints and strive to prevent reoccurrence.Maintained high level of customer satisfaction by providing and adhering to reasonable delivery commitments.Directed, coordinated and maintained computerized reports of the flow of returned materials to either the "main warehouse," "returns" warehouse, "bench repair," "outside supplier," or to "scrap."Evaluated customer returns in order to verify refund and warranty issues. Coordinated warehouse inventory cycle counts to ensure accounting integrity.ACCOMPLISHMENTSSet up the physical layout of both the warehouse and the shipping and receiving dock for a new division. Decreased man-hour overhead of customer order processing and shipping by 25% by successfully lobbying for and implementing a multi-carrier computer system integrated into the ERP system.

Operated bench repairs as a vendor for the warehouse by supplying minimum-stocking levels of repaired and refurbished electronics and mechanical parts for the spectrometer manufacturers under TJA Solutions control.Oversaw and facilitated the RMA operations pertaining to service support and customer returns.Tracked and recorded repairs for engineering to provide fault analysis and statistical data.