Ray Milligan Email and Phone Number

Provides leadership and direction in managing escalations, installations and mentoring field engineering staff due to knowledge and expertise. Manages the local team with the critical customer and technical issues to insure a high level of customer satisfaction. Resource to others in the resolution of complex problems and issues. Train, assist and audit the work of lower level employees. Works independently under no direct supervision. Provides lead project management responsibilities with regard to logistics planning and implementation to ensure customer satisfaction, prioritizes customer needs effectively to manage resources in most effective manner possible. Applies a broad knowledge of practices and principals in analyzing complex situations or data. Ensures all regional activities are documented in a manner compliant with company’s quality procedures. Manages the team in the absence of the regional manager. Field subject matter expert in assigned region with regard to non-routine field engineering support and consultation to assist with the repair, maintenance and installation of Roche products. Lead internal resource in assigned region on creating plans to train and mentor new hires and lower level employees in assigned region. Utilizes independent judgment and discretion in analysis of regional needs, customer particularized needs and problem solving issues that arise both during and after installation process, as well as training needs of field staff in region. Independently analyzes and resolves most questions and problems and refers only the most complex issues to higher levels.

Provide Specialist level Support on escalated service calls. Assist Regional Manager with service resource allocation. Responsible for Managerial duties when Regional Manager is unavailable. Provide training, mentoring and primary contact for questions and concerns of newly hired field staff. Troubleshoot, test, repair and install various platforms of diagnostic equipment. Schedule and perform preventative maintenance on equipment. Provide customer support and training by phone and onsite. Complete detailed service reports, expense reports, on call reports and time sheets. Maintain parts inventory for multiple platforms. Maintain leased vehicle upkeep and paperwork. Interface on a daily basis with Technical Service Personnel, Regional Managers, R&D, QC, and Sales Staff.

Support, troubleshoot and repair various specialty incubators, drying ovens, vacuum drying ovens and environmental test chambers for the entire West Coast. Provide expert phone and onsite technical support. Perform Installation Qualification and Operational Qualification according to ISO 9001 standards. Perform preventative maintenance and calibration (Temperature, CO2, O2 and Humidity) on installed products Execute 5-27 point uniformity/fluctuation mapping. Provide customer training. Instruct service training sessions for third party vendors. Create product training documentation and service training videos. Complete detailed service reports, warranty repair sheets and data entry in MS CRM system. Complete expense reports, company vehicle service logs and mileage logs promptly. Manage parts inventory. Sales of various services provided and service contracts.

Troubleshoot, test, and repair new and existing diagnostic equipment. Perform preventable maintenance on installed equipment. Respond to customer inquires by phone and provide onsite technical support. Provide onsite customer training. Complete detailed service reports, expense reports, on call reports and time books. Maintain parts inventory. Maintain leased vehicle upkeep and paperwork. Maintain Company credit card. Interface on a daily basis with Technical Service personnel, Regional managers, R&D, QC, and sales staff

Professionally handle customer inquiries associated with diagnostic HPLC products. Provide expert technical telephone support on Clinical Diagnostic systems to customers and field service staff. Interface on a daily basis with other Technical Service personnel, product managers, R&D, QC, and sales staff. Document calls promptly and accurately within the Clarify Data Management system to meet regulatory requirements. Provide training and guidance to new support staff. Provide instrument data on multiple platforms to the Quarterly Review Board for trending purposes. Review requisitions for procedure and training manual updates. Provide 24 hour On-Call support.

Responsible for maintaining computer and laptop equipment for multiple departments within USSD. Troubleshoot, repair and configure PC’s along with peripherals for customers use with clinical diagnostic equipment. Primary IT support and administration for all USSD Field Service Staff. Responsible for building and maintaining software images for all supported instrumentation. Provide multiple tiers of phone support for both hardware and software. Department administrator for various software applications. Written numerous procedures, both hardware fixes\repairs and software installation\configuration.