Mark B. Albert Email & Phone Number

Noblesville, Indiana, United States

Lead a team supporting strategic accounts for the Life Science Solutions division of Trane Technologies. Strategic accounts include: BD Pyxis, Haemonetics Corporation, CVS. Supporting products manufactured by the Helmer Scientific and FARRAR brands. Responsible for service readiness on new product development projects.

United States

• Lead a team to develop service operation relationships with strategic accounts and partners, providing them complex technical support and assistance. Strategic accounts include: BD Pyxis, Haemonetics Corporation, CVS• Responds to partner inquiries on products and services, including installation, operational functions, SLA’s, and maintenance.• Provides customers with guidance and direction to support troubleshooting, preventive maintenance, and problem-solving recommendations for electromechanical, refrigeration, and integrated systems to improve product usability, up time, performance, and customer satisfaction.•Create and track KPI’s for the Strategic Accounts Team. •Accurately, and with great detail, ensures proper documentation of customer interactions including details of inquiries, complaints, comments, troubleshooting steps, root cause analysis, and actions taken to resolve product malfunctions.• Evaluates customer needs and works with Technical Service, Quality, and Engineering team members as necessary to influence product improvements and new product development.• Service team lead for new product development projects. Focus on serviceability, service kit creation, service manual input, software review, knowledge base articles, voice of customer, and technical training for the phone support team.

Noblesville, Indiana

•Delivered support in a timely and professional manner while constantly taking into consideration what is in the best interest of the customer as well as Helmer•Provided troubleshooting and general guidance to junior team members through an escalation process•Achieved success with actively and professionally collaborating in the cross functional environment and representing the technical service teams interests•Acted as a liaison between engineering and technical service for new product development and current product modification recommendations•Engaged with the leadership team to assist with departmental objectives and strategic projects

Noblesville, In

•Lead specialist for 4 Celsius Haemobank refrigerator, -80 Celsius Ultra Low freezer, and -30 Celsius freezer support via telephone, email, and service department•Trained and mentored new employees with databases, troubleshooting, and customer support•Created service evaluation documents for new product release•Responsible for the inventory and purchasing of new tools in Service•Trained international distributors on servicing manufactured products •Provided support via telephone, fax and email to customers and worldwide distributors concerning technical service issues•Responsible for the evaluation, repair and disposition of equipment to Helmer•Provided detailed troubleshooting and problem solving, both hands on and via telephone or relation communication support•Shared responsibility of service database inputs and account maintenance•Communicated and problem solved with manufacturing, engineering, and sales personnel•Acted as a liaison between engineering and technical service for new product development and current product modification recommendations

Noblesville, In

•Provided support via telephone, fax and email to customers and worldwide distributors concerning technical service issues•Responsible for the evaluation and repair of equipment to Helmer•Provided detailed troubleshooting and problem solving, both hands on and via telephone or relation communication support•Shared responsibility of service database inputs and account maintenance

Indianapolis, Indiana Area

•Programmed Salvagnini P4 and Salvagnini P2 systems•Programmed Amada Computer Numeric Controlled Press Brakes•Trained employees on both Salvagnini and Amada equipment•Member of Champions of Change – facilitated discussions to produce new ideas that improve company production, efficiency, and customer service•Supervised and mentored employees to establish link between management and production•Manufactured products for Whirlpool, General Electric, Maytag, Hobart, Electrolux