Engineer Customer Service

Jose E. Guillen

*** ********** **** ***. ***, Pittsburgh, PA 15228

412-***-**** ***********@*******.***

My objective is to obtain a people-oriented position in Electronic

Engineering with responsibilities for designing and maintaining electronics

and communication systems, implementing electronics and computer expertise,

and providing customer service in electronic and computer technology.

Summary of Qualifications

. High potential Service Engineer with strong troubleshooting skills.

. More than 6 years of hardware/software experience includes

configuration, and support.

. Strong communication skills to interact with business customers.

. Bilingual-Spanish and English: spoken, read and written.

Proceq USA, Inc. Pittsburgh, PA

Service Engineer October 2006 to Present

. Diagnose and repair electronic and mechanical equipment.

. Perform equipment calibrations to manufacturer, national and

international standards.

. Manage and maintain all service and technical documentation.

. Provide first line technical support to customers and business

partners for all products in North America, Central America,

Caribbean) using Spanish language skills.

. Maintain inventory for instruments, accessories and parts, achieving

less than 1% loss.

. Increased service department profitability $250,000 USD/year (45%

increase).

. Developed internal procedure for international shipments.

. Worked on the corporate Quality Control program to develop a global

system to report quality issues and develop systems to determine and

implement solutions.

. Developed process for Proceq warranty processes.

. Trained customers and business partners (domestic and international

for all products.)

. Key player in the development of the corporate worldwide service

program.

. Key player with the transition of all business operations to the SAP

system.

Smart Print Technologies Inc.

Pittsburgh, PA

Service Manager

November 2002 to October 2006

. Responsible for contacting, scheduling and assigning service calls

from customers in Cleveland and Western Pennsylvania areas.

. Diagnose and repair of laser printers Hewllet-Packard and Lexmark.

. Inventory spare part stock

. Phone and on-site customer support.

Exsso Valencia,C.A.

Valencia, Venezuela

Support Engineer

March 1995 to January 2000

. Diagnose and repair equipment such as Laser, Inkjet, dot matrix and

large format printers (plotters), specializing in Hewllet-Packard and

Epson.

. Diagnose and repair personal computers and Hewllet-Packard servers.

. Diagnose and repair electronics power supplies, monitors, and other

electronic systems to the component level.

Special Training, Skills and Relevant Course Work

. HP Certified Technician

. Excellence in Customer Treatment: Executive Association, 8 hours

. Export Documentation: Duquesne University, April 2007

. Windows 98, 2000, XP, Microsoft Word, Excel, and SAP

Santiago Marino University

Valencia, Venezuela

B.S. Electronic Engineering

Class of October 1999

Contact this candidate