Manager of Global Customer Service & Technical Support Departments.* Manage Customer Service department and Technical Support Departments with employees in the U.S., Netherlands, and China.* Managed the implementation of new impact recorder calibration locations in the Netherlands, Turkey, and Brazil.* Developed metrics to track calibration and repair times for worldwide calibration locations.* Customer Service order entry error reduced 75% in FY2017.* Member of product development teams.* Developed test plans for new products and firmware/software releases.* Performed product testing on new products and firmware/software releases.* Implemented case tracking in Technical Support for calls and emails.* Developed and implemented a tiered escalation process for Technical Support phone calls and emails.* Created metrics and reports for tracking Technical Support cases and to assist engineering teams with identifying product issues and product usage improvement opportunities.* Assisted with development and implementation of contract assignment and tracking for IoT products worldwide.===========================ShockWatch is now a part of SpotSee! SpotSee is an internet of things end-to-end solution provider that enables customers to spot damage in their operations and see it in real time. SpotSee has developed a low-cost, connected, ecosystem that delivers data from devices anywhere in the world to customers’ fingertips. SpotSee devices monitor shock, vibration, temperature and other environmental conditions through its market-leading brands such as ShockWatch, ShockLog, OpsWatch and WarmMark. The company has a global network of over 300 sales and technical service partners in 62 countries serving more than 3,000 customers, including most of the Fortune 500. SpotSee is headquartered in Dallas, Texas, with operations in the Netherlands, United Kingdom, Shanghai, Mexico City, Chihuahua and Graham, Texas. For more information, visit www.spotsee.io.

* Assist customers via phone and email with technical product questions, product selection, and technical support on all of the products offered by ShockWatch.* Assist customers with annual calibration of electronic impact recorders.* Investigator on returned products to identify the cause for return and issuing corrective actions.* Internal auditor for ISO 9001.* Perform software, firmware, and hardware testing of new products and new product enhancements.* Investigate potential issues with products in the field to determine the root cause, develop a plan to correct the issue, and implement it to resolve the issues.* Any other general technical assistance or questions that might be asked of me within the company.* Traveled and performed onsite product implementations and product training.* Administered Remote Data Management (RDM) project for customers.* Performed repairs on defective/damaged products returned.* Included component testing, circuit testing, soldering, and circuit board repair.* Assist customers with data analysis and evaluation.