• Collaborate directly with the District Manager to achieve district goals including proper service call documentation for the Western Pennsylvania workgroup and district beeper schedule. • Responsible for achieving high customer satisfaction rates through instrument performance earned by effective troubleshooting and prompt maintenance of Chemistry, Immunology and Automation equipment. • Mentor and provide technical guidance to all chemistry engineers and travel out of town as needed to assist other territories. • Restore problem escalated instruments in the district while assisting less experienced field engineers in high difficulty problem solving.

Responsibility for the UPMC account, a critical account located in Pittsburgh along with supporting the Western PA service area. I high level of customer satisfaction was as a direct result of one stop fixes and effective preventive maintenance calls.

• Resolved service call escalations for the entirety of the North East and viewed as the last line of assistance regarding an unsatisfied customer or a down instrument. • Worked together with local engineers and the District Manager to effectively resolve ongoing customer issues. • Utilized all corporation resources available to resolve issues and decrease customer down time; including internal resources such as manufacturing and software/hardware development. • Created on the fly mentoring sessions using time onsite to advance the local service representatives’ expertise.

• Directed New York South Work group for Chemistry, Hematology, Coagulation and Automation support with direct reports consisting of thirteen service engineers. • Cooperated directly with the sales force to insure customer satisfaction and growth of new business while maintaining the existing customer base. • Successfully managed work group work load balance which resulted in a reduction of overtime within district. • Employed effective leadership of subordinates through annual performance reviews and through mentoring the new engineers. • Approved weekly engineer time reports while also updating sensitive instrument account reports and the installation progress database.• Assisted the dispatch group through scheduling the daily work of engineers to improve district efficiency.

• Led a team of fourteen engineers in the New York Chemistry, Hematology and Coagulation group.• Resolved instrument and billing issues while also following up on the quality of engineering service calls. • Performed Project Management responsibilities for product installation process and instrument modification schedules while overseeing district Project Management backlog.• Empowered staff to achieve high levels of customer satisfaction and instrument performance. • Split supervisor duties with the District Manager and performed district service calls

• Installed and maintained Biochemistry equipment. • Provided aid to local engineers with laptop computer problems as well as conducted the training of engineers on operation of new programs as district computer trainer.