Service Field
Resume:
Edward F. Gellock
Mabank, Texas 75156
972-***-**** Home
*************@****.***
OBJECTIVE
Technical Field Service Management/Support position where strengths in
leadership, problem solving and customer care skills will assure quality
service is provided to the customer's satisfaction.
PROFESSIONAL EXPERIENCE
RADIOMETER AMERICA, INC.
March 2006 - April 2008
Primarily responsible for servicing the customer base in the Dallas,Texas
metropolitan area. Performed emergency repair, reliability modifications
and routine preventative maintenance on Radiometer America, Inc. Blood
Gas instrumentation.
ALFA WASSERMANN, INC.
Field Service Engineer
March 2004 - March 2006
Primarily responsible for customer base in Texas and Oklahoma but did cross
cover as needed in New Mexico, Louisiana, Mississippi, and Florida etc.
Performed emergency repair, reliability modifications and routine
preventative maintenance on Alfa Wassermann, Inc. ACE Chemistry
instrumentation. Also installed and trained BioMereiux customers on the
Mini-Vidas instrument as part of the partnership Alfa Wassermann, Inc. had
with BioMereiux.
ABBOTT LABORATORIES - Diagnostics Division
Field Technical Support Manager
July 2000 - November 2003
Management of Category III Support organization in a blended
inbound/outbound call center environment. This organization provides
Category III support for US Field Service, Customer Support Center and
Technical Support Specialist organizations. Act as liaison for US
customers, Service and Support to manufacturing and product quality
organizations to affect problem resolution and product improvements.
Technical Product Manager
January 1999 - July 2000
Acted as technical liaison between the US Service Organization and Immuno-
Chemistry Business Unit. Responsibilities included gathering and
confirming instrument problems that could be used by the business teams to
improve products. Communicated technical information on a priority basis
to Field Service management and engineers.
Regional Service Specialist
March 1997- December 1998
(Dallas, Los Angeles, Atlanta Sales Regions)
Responsibilities included management of Field Service Revenue initiatives
by coordinating, developing and implementing programs designed to
increase service revenue and enhance service profitability. Acted as
liaison to Finance and Corporate Credit Departments for Field Service
revenue tracking. Acted as the key interface with the U.S sales force for
service pricing and implementing strategies to sell service as a product.
District Service Manager
June 1992 - March 1997
(New York Metropolitan area)
Responsibilities included revenue generation, expense control, critical
account management, employee performance appraisals and the routine
guidance/development of 15 Field Service engineers, 1 Field Support
Specialist and the district administrative assistant.
. Won National award for achieving Field Service District of the year in
1994
District Technical Specialist
March 1987 - June 1992
(Philadelphia Service District)
Responsibilities included critical account management, technical
development of district Field Service engineers, infield technical
workshops, coordination of new system installations, and various
administrative functions.
Senior Field Service Engineer
April 1984 - March 1987
Primarily responsible for customer satisfaction in Northeast Pennsylvania,
Northern New Jersey and the metropolitan New York City area. Performed
emergency repair, reliability modifications, and routine preventative
maintenance on Abbott diagnostic instrumentation.
BAKER INSTRUMENTS
Field Service Engineer
January 1982 - April 1984
Primarily responsible for customer base in Northeast Pennsylvania, Northern
New Jersey and New York. Performed emergency repair, reliability
modifications and routine preventative maintenance on Baker Hematology
and Chemistry instrumentation.
BITRONICS, INC.
Calibration technician
November 1981 - January 1982
Primarily responsible for the assembly and calibration of meters
(voltmeters, watt meters) manufactured by Bitronics, Inc. prior to
customer distribution.
UNITED STATES NAVY
Electronics Technician
October 1975 - October 1981
(Avionics Program)
Primarily responsible for the repair and calibration of all physical &
electronic test equipment needed to support an aircraft carrier and the
associated aircraft squadrons assigned to the carrier during
deployments.
CONTINUING EDUCATION
Seminars/courses attended:
Value-Based selling
Customer-Focused selling
Presentation Skills
Impact I goal setting
Time Management
SPECIAL SKILLS & AWARDS
National award for achieving Field Service RSS of the Quarter, Q3 1998.
Actively involved in Q4 1996 Pilot program that generated additional
revenue for the Boston, Philadelphia and New York service districts via
total focus on revenue generating ideas/opportunities.
National award for achieving Field Service District of the Quarter, Q1
1996.
National award for achieving Field Service District of the Quarter, Q3
1995.
Regional award for Revenue generation, "Can Do Challenge" winner in 1995.
Regional award for Revenue generation, Top Contract Revenue Growth (6 mo.
vs. 6 mo.) in 1995.
Regional award for Revenue generation, Highest Overall Contract Capture
Rate for High End Hematology instrumentation in 1995.
National award for achieving Field Service District of the year in 1994.
Regional award for achieving all Key Financial goals in 1993.
Proficient in Windows applications.
References available upon request
Contact this candidate