Sales Customer Service

CARLTON P. GONSALVES

**** ******** ***** • Plainsboro, NJ • 08536-4337

609-***-**** home • 432-***-**** fax • ***********@*****.*** e-mail

http://www.linkedin.com/in/CarltonGonsalves website

PROFESSIONAL PROFILE

Extensive experience in sales, product management, technical support, customer service, and effective marketing.

Demonstrated success in working with diverse multilingual clientele through the use of effective communication

and creative problem solving techniques. Committed to lifelong learning, possessing a strong academic background

complemented by ongoing in-house and independent training in such areas as project management, communications

and marketing. Strong in facilitation and presentation skills, having designed marketing materials and delivered

training seminars to over 300 staff and clients. A successful negotiator, with multinational experience in product

marketing and sales

PROFESSIONAL EXPERIENCE

Mistras Group, Inc., Princeton Junction, NJ, 2006 - Present

(Mistras is a $10 million NDT (Non-Destructive Testing) equipment manufacturer and service provider to the Oil & Gas,

Chemical, Nuclear, Power, Aerospace, Defense, Pharmaceutical, Metals, and Transportation industries.)

Regional Sales Manager

• Expanded the company’s representation network to include the new territories of Mexico and Canada, and

driving the team, consistently met or exceeded all sales targets. Explored potential representatives for

product mix, industry strengths, their commitment to selling our products, and their influence with existing

customers within their local territories, and hired only those representatives who met stringent criteria.

• Teamed with existing representatives in developing realistic sales plans and target accounts, and formulated

strategies to meet them. Proactively monitored their progress, assisted with their presentations, and

provided support throughout the sales process, consistently exceeding growth targets by 20%.

• Trained representative personnel regarding “solution based sales”, “value added” selling, and financial

sales, and provided technical training to ensure their proficiency in front of customers. Made joint calls

with sales personnel, providing critiques and mentoring to improve their “out of the box” thought processes

and hit rates when closing in on sales.

• Broke all company records by generating the largest sales revenues in the company’s history, $500

thousand in systems sold within a 6 month time frame. Teamed with the local representative in identifying

the client, teamed with his sales force in local presentations, proactively developed relationships throughout

the client organization to gain specification influence, and led and coordinated all efforts throughout the

process, closing the sale with virtually no competition.

• Teamed with field sales specialists in closing business at various facilities and during “lunch and learn”

presentations at consulting engineering houses. Utilizing my extensive knowledge in the industry, became

a fast responding source of information when consultants were faced with unusual applications, giving us

the opportunity to drive air tight specifications.

• Developed significant relationships with a Canadian consulting firm, Hatch Engineering, teamed with them

in identifying and pursuing a new industry for the company, refractory monitoring. Developed air tight

single source specifications, and calling on all interested parties throughout the entire end users

organization, secured 3 sole sourced jobs worth $180 thousand.

• Researched industries for new company products, established relationships with key Petrochemical, Power,

and Aerospace related companies as a beachhead for new business. Attended the Calgary Gas & Oil Expo

for the first time, identified and pursued several new clients within the petrochemical industry, generating

$220 thousand in follow-up orders.

Siemens Energy and Automation, Fort Washington, PA, 2004 - 2006

(Siemens Energy provides industrial automation, controls, motors, and drives to the Power industry. The Fort Washington

branch is an $80 million operation, taking products to market via stocking distributors.)

Senior Engineering Sales Specialist / Group Sales Coordinator

• Teamed with the outside sales force in pursuing new and existing clients, providing valuable information

that allowed the outside sales team to anticipate customer issues before they became critical. Proactively

researched customer buying habits, on going issues or problems, the status of orders, and the current state

of existing projects, virtually eliminating surprises during sales calls.

• Trained and mentored new additions to the inside sales team, working with them to solidify their

proficiency in the handling of everyday procedures and issues. Mentored them in proactive measures, and

trained them in the use of “up-selling” and “value-added” techniques to help secure more business.

• Provided customer service second to none, meeting and exceeding customer expectations. Proactively

followed-up with customers in promoting spare parts programs, and teamed with them in resolving repair

and installation issues, and delivery problems.

• Coordinated product problems, repairs, and returned goods with the operations department and tracked the

disposition of issues, keeping customers in the loop during the process to ensure their satisfaction.

Samson Controls, Inc., Toronto, ON, 2001 - 2003

(Samson Controls is a major manufacturer of control valves, regulators, and instrumentation, serving the Chemical,

Petrochemical, Pulp and Paper, Power, HVAC, and Food and Beverage industries. The Ontario facility was a $5 million office.)

Applications Specialist

• Directly handled 5 major Samson representatives within the U.S. and Canada, raising sales to over $420

thousand within 1 year. Providing service second to none, anticipated representative needs, teamed directly

with customers, and communicated with 2 outside account managers to ensure follow through.

• Visited customer sites in support of the outside selling organization, addressing exceptionally challenging

issues in the field. Teamed with the design and engineering staff in formulating economical control

solutions, and served as the technical backup for selling personnel when closing orders.

• Generated a company revenue stream 25% higher than any other individual within the office, earning the

title as the #1 sales performer. Employing a value added proposition, promoted spare parts, services, and

auxiliary equipment on every sale, greatly enhancing company profitability.

• Supervised factory technicians during product assembly, installation, service, and repairs, and teaming with

them, identified and rectified product issues and assembly problems. Developed procedure manuals and

application and product alerts to stream line the operation and minimize errors.

• Coordinated all correspondence with the German home office, and rewrote European style sales literature,

instruction manuals, user guides, and marketing materials-- “Americanizing” them so as to eliminate the

stigma of buying from outside the country.

Canadian Standards Association, Toronto, ON, 2000 - 2001

(Canadian Standards Association International is a leading provider of testing and certification services for products sold in the

USA, Canada, and around the world. CSA is a Nationally Recognized Testing Laboratory (NRTL) accredited by OSHA and

ANSI in the USA and by SCC in Canada.)

Technical Service Engineer

• Responded to both national and international requests for product approval, proactively providing

information and guidance to applicant companies regarding their complete submittal packages, greatly

improving customer relationships while reducing the burden upon the engineering and approval teams.

• Trained and mentored the customer service team in handling customer inquires, and created standard

operating procedure manuals to guide each team member through virtually any process, greatly enhancing

the effectiveness of the team.

ifm efector, Inc., Exton, PA, 1995 - 2000

(ifm is an $80 million manufacturer of inductive, capacitive, and photoelectric sensors for the automation market, primarily

selling into the automotive and packaging industries.)

Product Marketing Engineer, 1998-2000

• Introduced an innovative line of products into a new market for the company, growing sales to 15% of total

company revenues by the end of the first year, and to 30% of total revenues by year 3. Employed “voice of

the customer” feedback to help identify potential opportunities, researched markets for similar and

expanded needs, analyzed competitor offerings, and performed pricing studies.

• Took point in interfacing with worldwide regulatory and product safety approval agencies, such as UL and

CSA. Monitored products going through the approval process, and provided details and updates to all

internal team members. Coordinated submittal and application data with agencies, and anticipated time

lines so as to accelerate products through the process.

• Conceived the company’s marketing acumen, “Quality through Automation”, a slogan that is used to this

day for virtually all company literature. Led the team in the development and promotion of the initiative,

implementing a complete program that generated customer awareness through our unique ability to reduce

manufacturing defects through fully automated manufacturing processes.

• Teamed with other members of the global organization in analyzing product visibility, and created special

application note packages to address specific lingering problems, growing sales opportunities by 10%.

• Supervised the junior engineering staff in the pursuit of projects, and trained 4 application engineers in up

selling techniques and proactive questioning, greatly enhancing the performance of the support staff.

Product Application Engineer, 1995-1998

• Acted as liaison between consultants, contractors, and end users to fine tune and drive specifications at

facilities. Developed a teaming environment with business partners by sharing project and contact

information at various project stages, gaining an inside track on future projects and dominating upcoming

specifications.

• Teamed with field sales specialists in closing business and during “lunch and learn” presentations with

consulting engineers. Utilized my extensive knowledge in process control to become a fast responding

source of information for consultants faced with unusual applications, providing us the opportunity to drive

specifications.

• Reduced inventory by promoting new feature rich products and eliminating less profitable and obsolete

legacy lines, reducing stocking requirements by 40%.

• Reinforced customer sales by creating “hands on” visual and training materials, giving the sales team the

added momentum in demonstrating our economical problem solving abilities through real applications.

Shelley Industrial Automation, Toronto, ON, 1993 - 1995

(Shelley is a $35 million provider of automation and control products and services to the Commercial and Industrial Automation

markets. Products include sensing indication and control devices, motion control, vision systems, and power measurement and

generation equipment.)

Sales / Applications Engineer

• Liaised, negotiated, and secured a $100 thousand project specification with a Canadian consulting firm,

establishing the company as a preferred industrial control products vendor. Teamed with the consultant in

developing a unique and innovative solution, and built relationships with the OEM customer to secure buy-

in on behalf of all interested parties and teams. Keyed off of this success to secure additional work from

the consultant, sharing project information with them as partners.

• Led the team in identifying and securing a PLC (programmable logic controller) outsourced vendor to

supplement our product system offering. Developed a matrix to address vendor terms, deliveries, service,

and discounting structures, and analyzed and tested prototype vendor supplied equipment to ensure

functionality and customer satisfaction. Presented my findings to management and secured the ongoing

contract and relationship.

Toronto Hydro, Toronto, ON, 1992 - 1992

(Toronto Hydro is one of the largest municipal power distribution utilities in North America, second only to the city of Los

Angeles. Toronto Hydro distributes 25% Ontario's electricity and serves approximately 655,000 customers.)

Systems Planning and Studies Engineer

• Created a Supervisory Control and Data Acquisition (SCADA) system and spreadsheet program to monitor

the loads and performance of power distribution networks. This initiative identified grid problems and

aided in resource allocation based upon costs and benefits. Provided timely information, reports, and

presentations to management, and teamed with them in prioritizing system modifications.

EDUCATION

George Brown College • Toronto, ON

Electrical Engineering Technology Diploma (Power and Control)

PROFESSIONAL DEVELOPMENT

Instrument Society of America

Hands on Programmable Logic Controllers Certificate

PROFESSIONAL ASSOCIATIONS

Ontario Association of Certified Engineering Technicians and Technologists

Certified Engineering Technologist (CTech)

SAMPE – Boston Chapter

Dual Citizen – USA, Canada

KEYWORDS

NDT, Acoustic Emission, AE, UT, ultrasonics, thermography, non destructive testing, sales, supervisory,

management, inside sales, outside sales, application engineer, applications engineer, marketing, product marketing,

product management, client relations, account manager, corporate training, training, teaching, customer service, cold

calling, warm calling, contract proposal, account executive, territory manager, pipeline, cycle, needs assessment, c-

level selling, industrial automation, automation, technical, technical support, manage, project management, teams,

public speaking, engineering, electrical, electronic, datasheets, brochures, manuals, inter-departmental, controls,

sensor, instrumentation, manufacturing, factory, technology, measurement, utility, manufacturing, instrumentation,

controls, process control, fluid control, process automation, factory, internet, trade show, PLC, HART, analog,

Foundation Fieldbus, digital, switches, valves, regulators, positioners, control valves, process control, butterfly

valves, mix-proof valves, process automation, fluid control, steam valves, pressure, vacuum, fluid, flow,

temperature, linear, rotary, systems, counters, timers, transducers, proximity, power, low voltage, high voltage,

industrial automation, controls, bid, bidding, proposal, assumptions, deliverables, tender, evaluation, contract, cost

estimates, communication, drives, motors, project teams, integration, tender, Siemens, GE, General Electric, ABB,

Emerson, Fisher Rosemont, Boeing, Bombardier, Westinghouse, Toshiba, wastewater, LV, Low Voltage, MV,

medium voltage, MCC, motor control center, HVAC, Excel, Word, PowerPoint, education, science, travel, BS,

brand management, market segmentation, competitive intelligence, consultative sales, solution sales, CRM,

relationship building, management, closing, aerospace, composites, education, power, wind energy, nuclear, fossil,

utilities, military, government, defense, accelerometers, vibration, business development, asset integrity

management, asset monitoring, online monitoring, Canada, USA, Mexico, NAFTA, International, World

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