ROBERT P. GIESWEIN

**** ********** **. **

Grand Rapids, MI 49546

Cell 616-***-****

Home 616-***-****

E-mail: acpt1n@r.postjobfree.com

Career Objective

Seeking a position in a technical/leadership capacity committed to exceptional customer service.

Examples include either a temporary assignment or permanent position in mid-level field service

management or supervision in a production environment. Additionally, I would be interested in service

support of industrial variable data printing solutions or medical diagnostic and treatment systems. Also

pursuing a position educating/instructing service providers or end users in the correct operation and

maintenance of their systems.

PROFESSIONAL EXPERIENCE

Canon/Oce’, Grand Rapids, Michigan. Manufacturer of high volume cut-sheet and roll-feed

variable data digital printing systems.

Senior Digital Service Specialist 2007 – 2015

Responsible for providing 7x24 first and second level technical support to field technicians and customers

over a wide range of Canon/Oce’ high volume digital printing solutions. Additionally responsible for

maintenance and optimization of district inventories. Have met or exceeded all metrics for equipment

performance expectations, customer satisfaction surveys, and inventory management. Developed

enhancements to system diagnostics and hardware design, partnering with engineering, manufacturing,

and field service in their successful implementation. Received company recognition award for service

excellence.

X-Rite, Grand Rapids, Michigan. Manufacturer of color measurement instrumentation.

Technical Support Engineer 2004-2007

Responsible for providing technical support to repair technicians, sales representatives and customers

worldwide, including new operational policies, development of operational and diagnostic instructional

materials, test, training and quality procedures.

• Led a cross-functional corrective action team to identify, resolve, and implement solutions to

correct technical issues and customer complaints across all instrumentation and software product

offerings. The results of this effort lowered service costs and improved product performance,

reliability, and customer satisfaction.

• Successfully created a comprehensive web-based technical database containing a broad spectrum

of technical information and diagnostic procedures to support both corporate and worldwide

service/sales centers. This resulted in lowering call escalations from service/sales and reduced

instrument problem isolation and repair times.

• Developed service metrics for management to better understand the trends of the business and

recommended adjustments that resulted in increased service revenues and reduced operational

costs.

• Acted as a liaison between service and engineering to ensure design-for-service was implemented

into new products thus supporting/repairing the product could be done in a more timely and cost

effective manner.

• Developed comprehensive service business plans and ensured service preparedness prior to

product launch.

ROBERT P. GIESWEIN page2

NexPress Solutions LLC, Rochester, New York; Joint venture between Eastman Kodak Company

and Heidelberg Druckmaschinen, manufacturer of digital printing presses.

Service Analysis and Support Engineer 2000-2004

Provided second level worldwide call center technical support to end users and field technicians as well as

on-site red alert support when required. Represented service on corrective action teams and transitioned

system enhancements to the field in the form of both technical documentation and hardware/ software

modifications.

• Partnered with research and development teams supplying them with serviceability requirements,

and assisting in design and development efforts.

• Developed an on-line system diagnostic database in support of the entire image data chain

reducing repair times and second level support calls.

• Produced business cases to support service requirements and drive improved MTBF balanced

with UMC.

• Through Pareto analysis of system faults, targeted specific design elements of subsystems and

improved reliability by 50% without increasing UMC. Improved field fault isolation procedures

that reduced fault isolation times by 25%.

Eastman Kodak Company, Rochester, New York 1980 - 2000

Manager, Electronic Repair and Manufacturing Services, Rochester, New York 1995 - 2000

Accountable for $7 million circuit board manufacturing/repair business with responsibility for P&L,

budgeting, operations, cost control, and staff, including employee evaluation and setting of performance

goals.

• Led benchmarking activity to determine Industry Best Practices and establish action plans to

pursue world class performance. Implemented initiatives that resulted in moving from 75% to

97% in operating efficiency.

• Implemented process improvements that reduced cycle time by 58%, inventory by 83%, and

repair defects by 42%. Instituted cost reduction measures that resulted in $2.2 million in annual

savings.

• Spearheaded Strategic Realignment to reposition business to better match core competencies and

client needs.

• Ranked among top 10% of managers in employee satisfaction surveys for past three years

supervising 31 employees.

• Maintained ISO 9002 standards and interfaced with ISO auditors.

Service Engineer, Rochester, New York 1990 – 1995

Provided technical support to Sales, Field Engineers, and directly to customers for color proofing

systems. Advised design and manufacturing departments on serviceability/ repairability issues for entire

product life-cycle, including Service Procedure Manuals, and business plan development.

• Led commercialization process for service in new digital color proofing system.

• Tracked product failures in the field and recommended design changes that resulted in a 50%

reduction in service calls.

• Developed service procedures that resulted in $200,000 annual savings and improved customer

satisfaction to 95%.

• Delivered field training seminars that increased first call completion and reduced average service

call duration by 25%.

ROBERT P. GIESWEIN page3

Sales Engineer, Chicago, Illinois 1988 – 1990

Called on and serviced accounts throughout the US for digital and analog color proofing systems

marketed to the commercial printing industry.

• Conducted diligent follow-up to build rapport and address customer satisfaction issues.

• Provided on-site training for customer personnel in operation and use of systems.

• Provided solutions to technical or operational performance issues.

• Coordinated “cross-selling” of chemistry and film.

• Successfully placed 48 systems with total value exceeding $7.5 million. Met or exceeded all

established sales goals.

• Participated in new product launch initiative which included educating potential customers about

product features and benefits and promoting general product awareness.

Field Engineer, Chicago, Illinois 1980 – 1988

Provide on-site service across multiple markets including Blood Analysis systems, Duplicator products,

Graphics and Mass Memory systems. Participated in support of Beta systems and worked closely with

engineering and manufacturing providing essential feedback on product performance and specific areas in

need of attention to improve product performance post Beta.

EDUCATION/TRAINING

College of DuPage, Chicago, IL

Courses in Electronics, Electronic Principles and Design, Digital Mathematics, Sociology, Psychology.

Continuing Education:

Service Engineering University

10X Quality Overview

Kaizen Methodologies

Good Manufacturing Practices Overview

OSHA - Hazards

ISO 9000 Overview

Cycle Time Reduction for Managers

ISO Expectations

ISO 9002 Overview

Juran Quality Methods

ISO 17025 training (internal auditor)

Performance Based Culture

Performance Commitment Process

Leadership in a Diverse Workforce

Essential Leadership Skills

She Said, He Said Diversity

Performance Management Training

Face to Face for Manufacturing Training

Health, Safety & Ergonomic Leadership

ISO 9001:2000 Overview

Contact this candidate