Customer Service Engineer

CARL R. KOUBA

*** ****** ********* ***

Toms River, NJ 08755

C: 908-***-**** H: 732-***-**** ****.*****@*****.***

Field Service & Support Professional

Extensive experience in Field Service Engineering, Product Support & Sales

Support, with a focus on the Printing, Manufacturing, Pharma, IT and Retail

Industries. Hands-on experience in team building, hiring, development and

mentoring. Excellent customer relationship, technical & leadership skills

with proven ability to maintain a high level of customer satisfaction and

achieve goal-oriented results.

Professional Experience

SMARTSOURCE INC., Chicago, IL 2009-present

IT Technical specialist

IT deskside and remote support for a +800 user base, supporting WinXP

desktops and laptops, printers and VOIP phone systems in a MS Exchange/AD

environment. IBM, HP, Compaq, Fujitsu, Laptops and Desktops. WinXP,

Office 2003/2007, SAP, Adobe Suite, Cisco VPN, Virus/Malware removal.

. Scheduled and implemented IMAC orders for new users and upgrades.

. Completed local & remote break/fix requests as needed in a timely

manner to meet SLA guidelines.

. Escalate HW/SW issues to appropriate EDS/HP resources as needed.

Eastman Kodak Co., Rochester, NY 2005 - 2009

District Service Manager (Graphic Communications Group)

Managed daily operations of a $9M Service and Support business. Directed a

staff of 25 Field Engineers. Interfaced with customers to address equipment

issues and production needs. Scheduled and managed equipment installations

at locations ranging from large industrial manufacturing environments to

small commercial printers, ad agencies and photography studios.

. Ensured continual renewal of service contracts resulting in 80% contract

coverage rate.

. Successfully implemented the merger of Creo, Tech Services, Versamark and

Kodak Polychrome service teams into one homogenous group serving the

NY/NJ/DE area Graphic Arts industry.

. Met or exceeded goals for team workload, utilization, cost performance

and customer satisfaction.

. Participated in Faultless Installation Program design and implementation

which helped cut project lead times, shortened overall project lengths

and eliminated delays in revenue collections.

CREO PRODUCTS INC., Vancouver, B.C., Canada 1996 - 2005

District Service Manager (US&C Customer Support) (2001 - 2005)

Managed daily operations of a $7M Service and Support business including a

staff of 21 Field Service Engineers. Reviewed sales proposals to ensure

accurate system configurations and successful installations. Addressed

customer requests, quantified and escalated to appropriate venues. (Sales,

Product Support, Training, etc.).

. Successfully coordinated team integration and cross-training of FE's

through merger/acquisition of Scitex Corp., one of our major competitors.

. Analyzed district installation and "break/fix" trends to identify support

& training needs leading to increased personnel utilization and employee

development.

. Worked with Order Management Team to schedule appropriate resources for

CTP & Workflow installations ensuring 100% successful installation rate.

. Managed customer relationships and drove customer satisfaction

initiatives, achieving 100% customer satisfaction ratings as measured by

independent surveys.

Customer Service Team Leader (Eastern US) (1996 - 2001)

Empowered Creo Regional Field Service Team and delivered on "fabled"

customer service & support initiative. Supported sales and field service

groups. Planned, performed and managed CTP & Workflow installations.

Maintained professional service delivery attitude and solid customer

relationships.

. Hired, trained and developed a team of 14 field engineers to support the

service, installation and maintenance of a large and diverse customer

base in the Printing and Publishing industry.

. Managed escalation of product issues to R&D resources resulting in

increased customer satisfaction as well as firm product placement and

repeat business in the territory.

. Maintained consistent and timely completion of preventive maintenance and

engineering updates by support team leading to high equipment

availability and low MTBF levels.

Dupont Printing & Publishing, Wilmington, DE

Sr. Technical Specialist - Graphics Scanners, Imagesetters & Unix based

Pagination Systems

Crosfield Electronics Inc., Glen Rock, NJ

Regional Product Specialist, NE Region - Scanners/Imagesetters &

Pagination/Retouch Systems

Senior Field Engineer - Graphics Scanners, Imagesetters & Unix based

Pagination Systems

Field Service Engineer - Graphics Scanners, Imagesetters & Unix based

Pagination Systems

Profit Control Systems/Heidelberg, Pine Brook, NJ

Systems Integration Engineer - Minicomputer based MIS Systems

Computer Communications Inc., Tustin, CA

Customer Service Engineer - Mainframe Communications Controllers

Education

Computer Science (AS), Bergen Community College, Paramus, NJ

Professional Development

Technical Sales Skills, Management for Success

Interviewing Skills, Economic Thinking, HR Training for Supervisors

Networking Topology, PC Configuration and Troubleshooting,

Advanced PC Configuration and Troubleshooting, MS Windows NT/2000/XP

Certifications

Computer/Systems Networking Professional

A+ and Net + in progress.

References available upon request

Contact this candidate