Customer Service Sales

William "Bill" Coutermash

Brighton, CO ***** **********@*******.*** (303)

***-****

SKILLS

Troubleshooting: Strong ability to listen to operator's experience with an

issue, diagnose the issue, and effectively resolve the issue through repair

either in person or by telephone,

Customer Relations: Adept in communicating during situations requiring

tactful communication with management and/or operators. Ability to listen

to customer, defuse tense issues, meet deadlines, and perform training, as

needed, with excellent results.

Time Management: Proven track record of prioritizing multiple daily service

calls, scheduling preventative maintenances for least impact on client's

machine usage, and record-keeping skills. .

Focus: Customer-focused and goal-oriented to achieve greater positive

results in a timely manner.

Guidance and Learning: With minimal supervision, accomplish tasks within

stated guidelines and on time. Able to rapidly learn procedures and

software applications.

Documentation: Prepare inventory documents, maintain service logs, record

time and expense reports.

Mechanical and electro-mechanical knowledge, AC theory, DC theory, Analog

Circuits, Digital Circuits, general circuitry, and data flow.

ACHIEVEMENTS

Significantly reduced the number of service calls and improved customer

relations and satisfaction.

Successfully improved, managed, and maintained a territory 75% larger than

any regular territory.

Accolades from Sales Personnel and Manager, and Denver District Director

for outstanding sales support.

Spectrum Advocate: Engineering liaison between the corporate engineers and

the Western region service representatives handling of escalated customer

problems with equipment, and/or staff.

System Installation Process (SIP) Primary: Sales support through

demonstrations, approval of customer materials, and training operators.

Liaison between sales staff, customer service and customers. Reviewed

customers' applications to meet manufacturing/engineering equipment

specifications. Advised sales staff of corrections when materials were not

within specified guidelines, visited customers' locations.

Council of Personnel Relations (CPR) Representative: Special-trained

liaison between Field Technicians and Customer Service managers to mediate

and resolutions workplace conflicts.

AWARDS

Recognition from Sales & District Manager - SIP Process Representative of

the Year 1992

Representative of the Month-March 1998 Perfect Attendance

2006, 2005, 2004, 1997

Member of #1 Branch in the Nation - 1999, 1991, 1988 Better Idea Award

1993

Statistical Process Control Award: 1st Place F. I. S. T. Team (Find,

Investigate, Solve, Track) - 1986

EXPERIENCE

FIELD ENGINEER GIESECKE & DEVRIENT, INC., Dulles VA

2001-2009

Territory: Blackhawk and Metro Denver

. Installation and maintenance of cash processing systems at

various customers' sites.

. Provide an exceptionally high quality of customer service and

satisfaction.

. Prioritize incoming service request calls and scheduled

maintenances.

. Perform preventative maintenances and on-site training of

customers' staff.

. Adhere to customer's confidentiality, custody and control

procedures.

. Managed the inventory control of tools, parts stock,

replenishment and returns.

. Resolved escalation issues effectively and expeditiously.

FIELD PRODUCT SPECIALIST Pitney Bowes, Stamford CT

1978-2001

. Field Service, New Haven CT and Metro Denver CO 1987-2001

. Manufacturing, Various Positions, Stamford CT 1978-1987

EDUCATION

A+ Certification (Computer Technician) Geometric Tolerance and

Dimensioning

System Installation Process - Primary Pitney Bowes Very Satisfied

Customer Program

Statistical Process Control WIN XP, WORD, EXCEL

Self-directed Workforce Training Class B CDL (air brakes)

Sacred Heart University, Fairfield CT: Associates Degree, Business

Administration

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