Customer Service Manager

Richard W. Leon (Rick)

***** ** ***** ******, ***** Valley, WA 98038-8364

425-***-****, 425-***-****, *******.****@*******.***

Introductio Experienced job applicant with a very broad base of technical and

n: functional management skills within the Medical Equipment and Clinical

Information Systems field. Extensive background in the areas of

Customer Service, in-house repair Depot, Field Service, Tech Support,

Warehouse/parts, Quality (QA/RA), Manufacturing, Inventory Control,

Business Administration, Shipping, Receiving and OEM Purchasing/Supply

Chain operations. Highly dependable, loyal, result orientated and goal

driven with strong desire to contribute, and make a difference.

Core ? Business Management and Operations ? Muti-tasking

Competencie

s ? Outstanding Customer/Vendor Relations ? Problem Solving

? Budget Control and Implementation ? Time Management

and Prioritizing

? Product Receipt/Shipping ? Staff

Training, Scheduling, and Development

? Articulate Oral and Written Communication ? Inventory Control

(Parts & Warehouse)

? Leadership and Teambuilding ? Technical -

System Level Service

? Office Administration ?

Purchasing/Buyer responsibilities

Experience SPACELABS HEALTHCARE, Redmond & Issaquah Washington - Manager, Original

1997 - 2008 Equipment Manufacturer (OEM), Equipment Service Center (ESC) - Customer

Care

Managed $2M/yr medical equipment in-house repair depot business - 30

employees (exempt & non-exempt), technical, decontamination room,

clerical admin, lead, receiving, warehouse and shipping personnel.

Conducted employee salary and performance reviews on a regular basis.

Set production schedules, assigned priorities.

Excellent relations with customers, field personnel (FSE's) and Sales

reps.

Heavy phone (equivalent to call center activity), also face to face

contact with customers to enhance relations and overall satisfaction.

Tech Support as required/requested in answering customer, FSE technical

questions and part number/documentation clarification.

Created customer satisfaction survey questionnaire for customer input

and follow-up.

Negotiated and set-up customer unit repair drop shipments directly to

OEM repair depots; saving thousands of dollars in shipping and handling

costs, while improving turn-around times.

Managed relations with approximately 40 different Original Equipment

Manufacturers (OEM) Repair Depots.

Negotiated OEM Supplier depot service contracts, with acceptable

turnaround times and financially reasonable repair pricing with an

emphasis on flat rates.

Managed procurement and distribution of all inventories used in

operation.

Managed in-house PCBA repairs, OEM computer/product repairs (O/S Novell

UnixWare, Unix Sun Solaris, MS windows) and color monitor and LCD flat

panel display repairs.

Managed product refurbishment operation.

Managed loaner equipment repairs and field distribution to customers.

Regulatory Affairs & Quality Control - Customer Complaint Handling and

follow-up (oral & written).

Regulation familiarity - GMP, ISO, FDA, MDD, MDR, UL, CSA, QSOP, TUV,

HIPPA, PHI, HazMat, OSHA, Safety, ETC.

Development and maintenance of departmental procedures and work

instructions.

Prior to SPACELABS MEDICAL, Chatsworth, California - Factory Depot Repair Manager

1997 and Field Service Engineer-Supervisor

Managed 40+ supervisory, technical, rework, and clerical Admin

personnel.

Conducted employee salary and performance reviews on a regular basis.

Set production schedules, assigned priorities.

Functional daily control operations of warranty, and billable repairs of

Spacelabs equipment, including all PCBA, customer and loaner units, and

OEM Vendor repairs.

Shipping & Receiving, Inventory and Parts Control, Customer Complaint

handling, Documentation Control, Test Procedure Validation, Employee

hiring and training.

Installed and serviced Spacelabs Medical equipment throughout the

greater Los Angeles Area, High Desert, Santa Barbara, Santa Maria, San

Luis Obispo, and Las Vegas.

Component and System level repairs.

Southwestern Novelty Company, Los Angeles, California - Wholesale

distributors of Carnival/Party goods and Children's toys. Supplier

examples - Milton Bradley, Hasbro, Fisher Price, Mattel, Spalding,

Wilson, Revell, Wham-O, Kenner, Parker Brothers, Lego, Breyer...etc.

Inventory control, Vendor/Supplier contacts, Shipping & Receiving,

Customer sales, Product assembly for display

Computer Microsoft Office - Excel, Word, Power Point, Project, Lotus Notes,

Skills Agile, Outlook, Visio, MFGpro, Maxcim/Xentis, good PC data entry skills

Education Edison Technical Institute & Valley College, Van Nuys, California - AA

Degree - Electronics & Computer Technology, NHHS, North Hollywood, CA,

Industrial Education major - Automotive Technology

Pierce College, Woodland Hills, California - Business Management

courses, Management seminars and Workshops

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