• Service Engineer with Azenta Life Sciences, working across Europe and the Middle East, installing, servicing, maintaining, and repairing systems across a wide range of scientific facilities.• Utilising my robotic, electronic and software engineering skills. Specialist in Biobank, Cryogenic Storage Systems, sample stores for research and pharmaceutical solutions such as capping/decapping and sealing systems . Working at ambient, -20c and -80c temperatures.• Working remotely through a technical helpdesk to support customers with remote technical service, minimising customer downtime and demonstrating strong customer service skills and training. • Utilising many years of service engineering, technical skills, IT skills and customer support to prioritise the needs of the business and the customer. • I have strong multi-tasking skills and communication skills, ensuring flexibility in my work to meet the needs of the customer and the team and ensuring that communication is always used effectively. • I demonstrate a strong customer focused approach, maintaining a positive customer service experience, escalating, and asking for support when needed to ensure that the customer’s needs are met.• Utilising a solution-based approach to fix and diagnose problems, collaborating with other members of the company to ensure the correct personnel are involved to meet the needs of the customer.

• I developed my own Microscopy Servicing company that had a strong focus on customer service, after achieving all I could at Lecia, utilising my 20+ years of engineering skills. • Working both in person and remotely, supporting local and regional companies with their widefield, surgical and confocal microscopy needs.• Lead engineer working with customers to install, maintain, service and repair a wide range of microscopes. • Demonstrating a wide knowledge of electrical and mechanical equipment from bench to laser systems. • I developed a strong customer base and used a customer- focused approach, developing essential customer service skills before, during and after the job.• I am now confident with working to health, safety, risk assessment, legal and business guidance.

May 2015 - May 2021: Leica Microsystems UK Ltd. Technical Support Manager/Confocal Senior Service Engineer• As a senior engineer, I was tasked to work with the global development team, developing the technical help desk and support for remote customer service. This development, revolutionised the way Leica offered customer service, allowing engineers to support customers with their microscopy needs on a global scale.• Leading on building positive customer relations through engineer led support and developing effective ways to continuously develop new methods to support customers and minimise downtime on customer systems.• I trained and supported service engineers to learn how to work on the technical help desk, supporting them with this new way of working through positive education and training.• Maintaining my engineering skills in the field, I continued with repairing systems, onsite upgrades, fault finding, laser alignment, calibration, and customer training.May 2010 - May 2015: Leica Microsystems UK Ltd. Surgical Service Engineer• A promotion within the company to work collaboratively with a team of engineers, installing, repairing, and servicing an extensive range of surgical microscopes, across the UK.• Taking a lead on specialist equipment, I demonstrated high level engineering skills when attending systems for routine service, breakdowns, installations, repairs, and upgrades of detailed medical systems.• I demonstrated my strong technical, electrical, and mechanical engineering skills on a wide range of specialist equipment, fault finding and problem-solving during breakdown call outs.• This role involved quick decision making and problem solving, to minimise disruption to important health care equipment and systems. Part of my role involved electrical fault finding and electrical safety testing/PAT testing to ensure customer and patient safety.

• My responsibilities included managing and supervising many staff working within the store.• Ensuring excellent customer service including problem solving with a solution focused approach.• I worked hard to maintain sales figures, complete regular stock takes and forecasted future sales figures and performance.• I was responsible for completing audio installations, installing parking sensors and training other members of staff on these installations. • I have undertaken several training programmes and I am fully certified in many aspects of electrical installation.

Whilst working for C-Tec, I gained a multitude of experience working within a team assembling and testing circuit boards for fire, emergency and safety equipment; portable audiology loops for use within retail and public places and security systems for large national and international companies.Working as part of the final assembly team, I tested the final products which included adjusting the sensitivity levels of the equipment for the customers requirements. Thorough testing, stringent controls were used at this stage to ensure the quality and manufacture of each individual product. I developed a confident approach in production, manufacturing and problem solving with innovative products designed specifically to the customers requirements.