Kyle Lyons Email & Phone Number

Lyman, Wy, Us

Southwest Wyoming

United States

Offering Subject Matter Expertise in the maintenance and servicing of complex medical devices, I troubleshot and resolved equipment, instrument, and software issues, and optimized performance. I addressed client flow cytometer queries, minimized the need for Field Service Engineer visits, and collaborated cross-functionally with Sales, Product Instrument, and Quality teams to expedite customer support solutions, and enhance customer satisfaction. Contributing to the creation of new product customer technical support training collateral, including troubleshooting guides and training videos. I monitored the product inventory to maximize availability. Leading the remote diagnostics of laser systems and developing a Remote Diagnostics Troubleshooting guide and training video. I also co-developed the company's Assurity Linc Dashboard that hosted several instrument platforms, and utilized FACSDiva and FACS Chorus proprietary software, and facilitated remote diagnostics.I saved $470,000 per annum by achieving a 38% dispatch avoidance success rate and was routinely ranked in the 90th percentile for CSAT. I trained 140 engineers on the Bomgar Remote Diagnostic tools and applications including Salesforce, ServiceMax, and Genesys PureCloud and was selected to serve and foster relationships with the most challenging clients. I built a reputation for exceptional service and was specifically requested by clients to diagnose, triage, and resolve issues. I collaborated with a Stanford University team to resolve critical hardware issues and ensure complete customer satisfaction. My service was recognized with multiple Customer Excellence awards and I attained personal NPS scores consistently above 9.5 or higher out of 10. Credited for developing the Remote Diagnostics Troubleshooting guide and training videos for new product lines. I achieved BD Life Sciences Ambassador Club status and was bestowed with the Time & Material Contract Conversion and Customer Retention Award.

Dallas-Fort Worth Metroplex

Delivering high-level mechanical and electronic technical expertise, I oversaw the installation, testing, and deployment of flow cytometry hardware. Diagnosing and resolving installation issues, I liaised with the management team to ensure projects were delivered to schedule, budget, and agreed specifications.Maintaining regional inventories to ensure the availability of products, I diagnosed and repaired laser systems and completed laser and optical alignments on flow cytometers. Roadmapping and leading the execution of projects. I ensured compliance with the company's and industry best practices plus government regulations. Tracking service and customer data, I logged and recorded actions, and uploaded equipment repair requests onto SAP. Devising and introducing tailored preventative maintenance programs for each client. I minimized downtime and coordinated Flow Cytometry projects, valued at up to $1 million across Kansas, Oklahoma, Nebraska, and North Texas territory. I was an SME for all 15 products in the company's portfolio and augmented relationships with key clients, including Kaiser Medical, Pfizer Pharmaceuticals, Veterans Hospital, and MD Anderson Center, by planning projects, executing equipment programs, and meeting client objectives. I attained 99% uptime and installed third party updates on NextGen digital and legacy analog flow cytometry sorters and analyzers, as the primary technician and oversaw the entire lifecycle of installation projects worth $800,000, operating onsite at the University of Texas in Dallas, UT Southwest Medical Centers, MD Anderson Cancer Center, Baylor University and Oklahoma University Medical Center. As a "Silver Bullet" troubleshooter, I travelled extensively across the US to investigate equipment faults, calibrate highly sensitive instrumentation, and train technicians servicing accounts.

United States Coast Guard Cutter Munro-Alameda, Ca.

In this role I oversaw maintenance, repairs, and operation of ship's Close in Weapons System = CIWS.

Us Navy Fleet Training Center-Pacific, San Diego, Ca.

Trained to operate, maintain and repair MK15 Phalanx CIWS Close In Weapons System.

Yorktown, Va.

Basic and Advanced electronics, Fire Control Technician ("A" School) U.S. Coast Guard Training Center Yorktown, VA. Miniature Electronic Repair.

Phalanx Close In Weapons System-Operating And Maintance-Surface And Tracking Radar

Training to Operate/Maintain CIWS System-Tracking Radar and Surface Radar, Readingt and Interpreting Schematics/Advanced troubleshooting.

Basic And Advanced Electronics-Miniature Electronics Repair-Surface And Tracking Radar Systems

Basic and Advanced Electronics troubleshooting, circuit board repair.

Uscgc Sweetbrier 180 Foot Buoy Tender

Activities and Societies: Aids to Navigation upkeep and repairs.E-2/E-3-Deck Force

Boot Camp

USCG Boot Camp- Cape May New Jersey.

Education record

High School Depoloma

High School Diploma.