Service Project Manager
Resume:
Glen Dias
Mendon, Ma. *****
******@*******.***
Professional Summary:
Product Manager with over 26 years of experience in product, service and
customer support management. Proven ability to work with cross functional
groups to develop new products and rollout strategies in a competitive
market. Successful in analyzing, planning and implementing strategic and
tactical business programs. Proven leadership, organizational,
communication, critical thinking and analytical skills. An energetic,
innovative manager with a sense of teamwork, who takes pride in getting
results. Familiar with UPLC, HPLC GPC, and single Quad MS equipment and
techniques.
Working knowledge of MS Word, Excel, and PowerPoint.
Familiarization with Six Sigma, Failure Modes Effects Analysis (FMEA), Risk
Management process, Project Management, Conflict Management, Interpersonal
Skills, Design of Experiments, Advanced Problem Solving, and Root Cause
Analysis.
Experience
New Brunswick Scientific/ Eppendorf Inc. Field Service Engineer 12/08-
5/13
. Provide onsite service support for the New England Territory of all
New Brunswick scientific equipment, including all Cell culture/
Fermentors, Shakers, CO2 Incubators and Ultra low temperature
Freezers.
. Service specialist for Allen Bradley controlled Cell
culture/Fermentors up to 3000 Liters.
. Provide Installation/Operation Qualification, preventive maintenance,
customer training on all New Brunswick products.
. Project lead for the development of service training materials,
service manuals and Installation/Operation Qualifications.
. Provide training to New Brunswick field service engineers for various
products.
Proveris Scientific Corp. Field Service Engineer 5/08-9/08
. Provide worldwide service support of all Proveris spray drug testing
equipment, including the SprayView systems comprised of a laser, high
speed camera, and electronically controlled actuators, interfaced to
relational database software products and Indizo automated XYXX Sample
handling system.
. Provide IQ/OQ qualifications, customer training and preventive
maintenance on all Proveris products.
. Project Lead for the development of all service training course
materials.
. Provide Product Introduction Package for new product shipment. Service
manuals, installation instructions, and spares logistics.
. Liaison with OEM vendors to provide development and service support.
. Provide training to field service engineers within the service
organization.
Waters Corp. Quality Organization Technical Product Manager ll 2/94-
11/07
. Provide overall business leadership for assigned products, which
included Acquity UPLC Ultra High Performance Liquid chromatography
product line and all associated UPLC detectors.
. Monthly presentations to the Executive board on the status of the UPLC
product line on startup's warranty cost, RDE design work in process,
field issues and upgrade programs.
. Active participant in the creation of marketing requirements
documents, functional spec's., operators manuals, service manuals, for
the generation of new products to support the markets developing and
changing needs.
. Provide input to the R&D design team; participate in design review
meetings to ensure that the new products and product enhancements meet
market objectives.
. Provide technical assistance to the field sales/service personnel,
customer support and in-house marketing/service organizations.
. Provide guidance to the Marketing and Service Organizations when
products encounter discontinuation or obsolescence from the product
line.
. Project Manager for the development of Failure Modes Effects Analysis
(FMEA's) for all products as part of the approval procedure for In-
vitro Diagnostics (IVD) certification.
. Participant in cross functional teams with the main purpose of product
cost reductions.
. Lead weekly meetings to identify, manage and resolve issues in a
proactive manner resulting in improved quality and customer
satisfaction.
. Responsible for the evaluation of all returned products and/or parts
for root cause analysis.
. Participant in cross functional team for transitioning products
support of Mass Detector (MS) products and software from offshore to
Main office.
Millipore/Waters Corp. Senior Product Support Specialist ll 2/86-2/94
. Provide worldwide support of all Waters Products for Service
Organization and Service Representatives for New Product
Introductions.
. Project Lead for the development of all service training course
materials to support Chromatography software (Millennium) and
associated detector products.
. Provide Product Introduction Package for new product shipment.
(Service manuals, videos, installation instructions, and spares
logistics.
. Liaison with OEM vendors to provide development and service support.
. Provide training to all field service engineers within the worldwide
service organization.
Millipore/Waters Corp. Customer Support Specialist 2/81-2/86
. Provide phone support to U.S. customers covering the Waters product
line.
. Provide field service to New England territory.
.
U.S. Navy 2nd Class Machinist (E-5) 1/77-1/81
. Serviced and maintained steam propulsion turbines, A/C and
Refrigeration systems, Auxiliary equipment that included pumps,
pneumatics and hydraulics.
Education:
. WPI Courses: Six Sigma, Failure Modes Effects Analysis (FMEA), Risk
Management Process, Project Management, Conflict Management,
Interpersonal Skills, Design of Experiments, Advanced Problem Solving
and Root Cause Analysis.
. U.S. Navy: A/C & Refrigeration, Steam Propulsion, Hydraulics and
auxiliary pump school.
References available upon request.
Contact this candidate