Manage a Product Support Engineer team in review of kiosk operations and identifying technical issues related to machine/kiosk performance.Provide guidance for data-mining and provide direction on complex technical resolutions.Develop, implement, and monitor policies and processes for kiosk support teams; identifies process improvements and leads change management solutions to improve overall kiosk performance and productivity.Interfaces regularly with Engineering, Dev Ops, Machine Support, Customer Support, and other kiosk performance teams to enhance and align a high-quality support network.Determine the use of resources to meet organizational schedules and goals.Lead internal technical meetings and product issues identification, and drive action to reduce kiosk deficiencies, escalations, and top technical/customer related issues.Assure document/knowledge article development and distribution for Machine Support, third party vendors, and other departments; with special attention to software deployments and kiosk manufacturing changes.Stay updated on new industry related technologies and product innovations.Direct the installation of software products, database systems, networking, and other related kiosk performance applications.Work cross-functionally with manufacturing units to resolve production issues.Identify, assess, and initiate development of new products and projects.Key member of Research and Development team responsible for the inception, design, fabrication/development, and implementation of new products.

Manage special technical operations and engineering improvement projects to support over 3600 automated cell phone trade-in and recycling kiosks nation-wide; lead team of support technicians responsible for resolving over 4000 technical support cases weekly. Leadership and initiatives led to a 5% improvement in system uptime, reduced total time for repairs, increased first time repair rate, and greatly drove down costs related unscheduled repairs and overall kiosk production. Partner with 2 Engineers to design new kiosk prototype, created technical and operations requirements, developed systems components and workflow, and served as a technical subject matter expert; project was green lit by executives for production and reduce unit cost from $32K to $10K (-70%). Contribute to product development projects aimed to reduce repair times, first time resolution rates, and improve quality, drove vision for functionality and UI for new field troubleshooting, repair, and testing tools, and oversaw implementation.Manage testing and roll out of hardware changes, including new PC systems, mechanical enhancements, and software deployments, identified opportunities for improvement, and developed and delivered project plan and potential impact to executives.Oversee 6 Product Support Engineers, assign priorities, monitor technical cases, provide support, and deliver technical trainings; instituted new daily stand ups, weekly meetings with Engineering, bi-weekly one on ones, and Trello work management tool. Utilize data analysis to more effectively identify reoccurring problems, correct critical performance issues, track and reduce average repair times, and improve preventive maintenance efforts. Established communication between Engineering and Operations teams, direct cross-team meetings to identify issues and develop solutions, and incorporated concerns in future projects and system updates.

Managed team of Tier 2 Service Technicians building hardware, installing software, and performing on-site repairs across San Diego, Orange, Riverside, and Los Angeles counties; maintained routers on ECM network for over 2500 kiosks, monitored Private APN network, and partnered with vendors to create and improve processes for repairs.Achieved 98% uptime for all kiosks with a 99% first-time fix rate, reduced total number of issues by 50%, decreased recurring issues 25%, completed eliminated mechanical issues, and drove down average repair times 75%; also helped company achieve massive data cost savings with close monitoring and optimizing of network traffic. Worked with Engineering teams to troubleshoot system-wide firmware issues, led extensive field testing, oversaw rollout of new firmware and configuration updates for private APN supporting AMT, and enabled new remote support functionality that improved resolution efforts. Managed projects to improve kiosk functionality and uptime, developed new planned maintenance strategy, updated hardware configurations, and delivered additional trainings to in-house and vendor repair techs. Served as technical SME and contributed to industrial design updates, including testing and selection of new motor components, and streamlined internal bracketing systems; shortened time to repair and replace components, and deployed over 1000 more serviceable and reliable units.Implemented new processes for building PCs, created configuration documentation and checklist, constructed dedicated build stations, and outlined QC requirements; reduced total PC build time by over 50%, and enabled team to go from 1 build to 6 builds at one time. Promoted from Support Agent III due to proven leadership skills, ability to train and share knowledge, and advanced understanding of technical processes and operations.

Maintained and repaired electro mechanical motor systems and PCs for kiosks in San Diego, Orange, and Los Angeles Counties, averaging 24 calls weekly; assisted in kiosk software configuration and preparation for over 1000 units.Lead technical team in the development of new software repair documentation, utilized usage, forecasting, and failure analysis data to outline best practices for remote troubleshooting and field repairs, and established foundation for field service provider training.Built stockroom of repair parts to support 3rd party field service vendors and established and managed parts inventory and processing system, led materials handling, and oversaw parts ordering; implemented new parts forecasting model that eliminated historical backorder issues and created new field replacement kits that reduced repair costs, delays, and recurring issues.

Oversaw the design, creation, installation, and maintenance of signage for the Del Mar Fairgrounds; maintained inventory on materials, tools, and supplies; established maintenance and repair tracking system for all signage to prolong life and reduce replacement costs.