Mark Cook Email & Phone Number

St Louis, Missouri, United States

St Louis, Missouri, United States

Greater St. Louis

Technical sales of filtration for the Oil & Gas, Pharma, and process industries. Production Manager for govt. contracts and industrial filtration installations.

Tasked with creating a Customer support infrastructure for startup company

Greater St. Louis Area

• Managed 9 – 15 Field Service Engineers for the South Central Midwest region (MO, KS, AR, OK, TX, LA) to ensure timely responses to service level agreements and customer needs; also provided support to management of Rocky Mountain and Northern Midwest region. • Hired, trained, developed, and coached staff to exceed commercial goals and sustain high-performance teams; supported 2 FSEs in earning promotions to Manager roles, and 3 FSEs in earning promotions to Senior Staff FSE roles. Facilitated consistent career development conversations with each employee to ensure they met assigned metrics, maintained visibility within the company, and were involved in projects aligned to their career objectives. • Conducted annual salary, bonus, RSU and performance reviews for staff members. • Enabled team members to self-manage accounts, including scheduling and prioritization, which reduced time spent on employee oversight.• Collaborated on a team to define roles, responsibilities, and expectations for the Field Service Engineer career path; created job descriptions and expectation metrics for mentoring, skills evaluation, and coaching.  As a result, employees were better-versed in performance objectives and metrics for success, while management was able to better evaluate individual FSE performance across North America. • Managed weekly strategy sessions with team to review action items for achievement of goals and service metrics, and to drive customer satisfaction. • Met or exceeded goals for metrics such as response time, utilization, task per day, first time fix, and mean time to escalate on a consistent basis. • Drove excellent customer satisfaction ratings by resolving and escalating customer complaints quickly. • Collaborated with counterparts to expedite product sales and achieve annual goals.• Developed original processes and procedures to support business activities, and supported development of infrastructure as manager.

• Repaired and Maintained Illumina Next-Generation Sequencing platform. • Utilized expertise of instrumentation, software and chemistry relating to the operation of instruments to satisfy customer needs. • Directly managed 9 on-site sequencers at Washington University, as well as other Midwestern regional accounts. • Performed troubleshooting, repair, and preventative maintenance; optimized equipment performance and demonstrated operation and servicing best practices to drive customer satisfaction and maximize instrumentation uptime. • Mentored newly-hired engineers to ensure success and efficiency, including traveling to other customer sites throughout the world to provide additional support as needed. • Delegated tasks to entry-level engineers, monitoring quality, speed, and alignment to district goals.• Prepared technical reports on repair equipment projects to maintain accurate records and paperwork. • Managed and maintained inventory control of equipment parts ordered and supplies used. • Trained customers on the operation of instrumentation, resulting in minimal down time and high customer satisfaction. • Recommended design changes, upgrades and replacements to improve systems performance.

Greater St. Louis Area

• Served as one of 3 Field Service Engineers supporting the Genome Analyzer in North America for the startup service organization. • Company was acquired by Illumina in January 2007.

Saint Louis, Mo

• Repaired and maintained Applied Biosystems electrophoresis systems and real-time PCR instrumentation. • Leveraged expertise to serve as point person for all instrumentation, software, and chemistry-related operation of instruments. • Managed 100 assets from 60 accounts across multiple states, including MO, IL, KS, OK, IA, NE, and AR.• Provided instrumentation training throughout the United States to better acquaint customers with equipment guidelines and components, resulting in higher customer satisfaction throughput. • Trained junior engineers on best practices related to instrument issues and general field service procedures.• Provided training on equipment best practices and operation for customers, which helped minimize equipment downtime and maximized customer confidence. • Optimized performance and diagnostics of equipment during planned maintenance. • Managed forensic accounts and provided exceptional customer service. • Maintained inventory control for repair parts and conducted audits to ensure adequate supply for customer needs.

• Repaired and maintained laboratory equipment, including thermal cyclers and pipettors.• Coordinated repairs of laboratory equipment (sequencers, centrifuges, freezers) with service engineers. • Coordinated repairs and renovation of facilities systems (electrical, HVAC, plumbing). • Served as resource for design of internal instrumentation and coordination of manufacture with machine shop. • Managed a team to coordinate and complete repairs on equipment.

Kirkwood, Mo

• Owner and operator of a classic Italian scooter shop, including operations, budgeting, sales, and P&L. • Performed the restoration and repair of vintage Vespa and Lambretta motor scooters, as well as sales of restored scooters and sales of spare parts. • Maintained inventory control management and simple bookkeeping to keep record of supplies and expenses.