Field Service Manager for U.S. Eastern Region. Responsibilities include hiring, training, and overseeing PacBio field representatives to provide first class service to new and existing clients. Maintain timely and effective resolution to customer problems and issues. Ensures that all customer calls/cases are properly received, logged, and tracked until resolution. Keep CRM information updated and meet Service and Support KPIs. Provide feedback on product performance and customer satisfaction to facilitate the continuous improvement of products and services.

Pacific Biosciences, Staff Field Service Engineer supporting the PACBIO RSII Sequencing System, Sequel/Sequel IIe Sequencing System, Onso Sequencing System and Revio Sequencing System. Service work includes installations, troubleshooting problems, repairing of instrumentation and provide regional technical support to US Western Region field service engineers. Continue to assist in the development of training documents, service manual/troubleshooting guide and system upgrade procedures. Offer in-house technical training and mentoring to newly hired field service engineers.

Applied Biosystems/Life Technologies Senior Field Service Engineer specializing in Genetic Analysis and Sequence Detection Instrumentation. Service work included installations, troubleshooting problems and repairing of instrumentation. Computer support included troubleshooting and repair of Apple and Dell computers/Linux servers. Customer support included instrument training and application training on instrumentation. Instrument training involved proper set up procedures and maintenance. Application training involves development of protocols specific to customer's needs.