Natison Costa Email & Phone Number

Canton, Ma

Responsible for managing a team of field service technicians, ensuring that installations, service calls and our Customers are being taken care of.Ensure that all service issues are dealt with in a timely manner.Ensure that each contact with a customer results in a better relationship with that customer.Build the relationship between customer and Reiser.Proactively provide assistance to our field engineers.Provide continuous feedback to Technicians regarding performance.Appropriately balance workloads and time off for each Technician.Attempt to solve all service issues over the phone.

Chelmsford Ma

• Created and implemented a comprehensive training curriculum for service reps resulting in faster local support, increased parts revenue, and ultimately increased customer satisfaction. • Designed a new Preventative Maintenance (PM) program that added in a new revenue stream for the company and the global partners and increased customer satisfaction. • Collaborated with my team to create new “how to” instructions and videos, and added them to our solutions database. Reps were then able to resolve many problems without additional support, and conduct basic troubleshooting on more complicated cases.• Improved customer service procedures and materials by creating new “how to” instructions, troubleshooting/repair videos, and increased knowledge of global representatives using new online and written training tools.

• Reduced service costs by 50% and increased customer satisfaction by providing clear “how to” instructions, allowing customers to replace key components of the instrument while under warranty and reducing the need to send out field service technicians. • Turned around failing customer relationships by providing on-site, hands-on training to customers in US, Canada and Brazil.• Successfully supported customers and technicians through troubleshooting, repairing and installing parts / components, such as computers, power supplies, hard drives, IR modules, optical emission spectrometers, spark modules, intake pumps, and valves inside the instrument.• Appointed Production Manager to help resolve problems downstream in service department.o Hired and trained new production personnel. Increased accuracy and speed.o Worked closely with Materials group to improve production efficiency. o Partnered with the Engineering team to write procedures, and implement quality control processes.

• Successfully managed inventory and ensured best possible prices. • Administered Payroll, bookkeeping and benefits.• Achieved Apprentice plumber status - MA License number 30290.

Responsible for leading all areas of Restaurant with special focus in Customer Service. Worked as a cashier, waiter, grill operator and in food preparation. Open and close the restaurant, count money and make deposits. Resolved customer issues quickly and effectively. Managed staff at the restaurant and provided corrective feedback in a positive manner.

Information Technology

Activities and Societies: • Honor Roll 8 semesters • 1 Attendance Award • Outstanding Student for term III, 2002 Worked with multiple OS.

Industrial Mechanics And Maintenance Technology