Rusty Armstrong Email & Phone Number

Considered product knowledge expert on several high speed mail processing product lines including Bell & Howell, Bowe, Pitney Bowes and CMC. Minimizes customer downtime by troubleshooting and resolving software, hardware and electrical problems on all existing product lines nationwide through direct problem analysis or analysis of collected data. provide on call service seven days/week, twenty-four hours/day. Acts as a liaison between service management and the customer by being the highest level of issue escalation in customer related technical issues at the request of management.Partners with local customer service engineers to provide the highest level of customer support. Investigates type and history of issues; applies technical expertise and statistical analysis techniques to diagnose problems; refers to technical manuals and schematics; coordinates, as needed, assistance from engineering; follows-up with Service personnel to ensure problem resolution and customer satisfaction. Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner; acting as liaison between the customer and other Service or factory personnel.Ensures technical information is updated by assisting in the review and edit of parts catalogs, service manuals, service bulletins and product reference material, such as PMI checklists, troubleshooting guides, product knowledge bases, etc.; reviewing and editing Training Center courses which teach effective service techniques.Leads installation, by providing leadership and technical expertise.Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks, participating in professional societies.strong external candidate identified

Listed skills include Process Improvement, Customer Service, Troubleshooting, Cross Functional Team Leadership, and 33 others.