Field Service Engineer Ii
Current● Managed a portfolio of 50+ clients, providing end-to-end support for installation, troubleshooting, and maintenance.● Diagnosed and resolved complex hardware and software issues within environments where major contracts and sales were at stake.● Prepared comprehensive reports of problem solving processes for failure analysis, facilitating the identification of recurring issues and enabling the application of preventative measures to avoid future failures.● Upheld a high standard of service and ensured all instruments operated within specified parameters.● Contributed to increasing the company's gross margin from 47% to 55% by holding myself and my peers accountable in decision making processes for troubleshooting and replacing parts.● Appointed as a mentor within 18 months of joining an industry outside of original background, demonstrating adaptability and leadership capabilities.● Assessed mentees' readiness for independent work and provided constructive feedback while instilling a culture of quality work and continuous improvement.● Assigned mentees work orders for low-risk clients to minimize relationship risks and maintain high levels of client trust.● Managed customer expectations regarding repair timelines based on criticality.● Collaborated with QA team on escalated issues using clear and concise communication to conduct data driven research resolving complex system problems.● Helped improve workflow by creating templates for preventative maintenance testing.● Provided remote user and peer support over phone by guiding them through troubleshooting processes within their level of experience.
