Engineer Customer Service

Richard A. Mast

**** ******* ***** ****, **** ***24 330-***-****

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Engineer / Manager with 18 Years expertise in OEM Equipment

Manufacturing, aggressive, self-motivated individual that can work in High-

Stress environments on teams or independently

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PROFESSIONAL EXPERIENCE

Carlson Systems Engineering, LLC Twinsburg, OH

Project Engineer / Service Manager 05/15/06 – 05/01/2009

x Collaborate with managers and engineers to identify and resolve technical

issues and when appropriate take ownership of project to ensure it’s

completion

x Conceptualize after-market options and upgrades, design systems and sub-

systems, construct BOMs, manage inventory levels, assemble kits, and

coordinate field installations

x Proactively promote the sale of after-market products, create proposals for

clients, process orders and manage project to its close

x Direct a team of Service Engineers that is responsible for installing new

machinery, refurbishing older models, providing technical support, and the

sale of spare parts

x Improved the qualification process by rigorously testing machines before

commissioning to the field on new machine installs

x Planned weekly service meetings to balance inside-outside service needs

Customer Service Engineer 11/15/04 – 05/12/06

x Enhanced profitable and efficient manufacturing operations through

performing service-related administrative responsibilities

x Promoted the sale of repair and maintenance services in providing quality

installations and repair services in a timely manner

x Traveled in North America and achieved the company mission and strategic

goals by promoting excellent customer relations

Urban Machinery Corporation Cambridge, ON

Manufacturing Engineer 07/08/02 – 11/05/04

x Advanced production processes through implementation of cellular

manufacturing methods to increase efficiency

x Supervised a team of Service Engineers for the setup, testing, final approval,

and installation of machines

x Plan the production workload and adjust the schedule based on customer

service demands; insure finished products are above and beyond customer’s

expectations before shipping to customer’s facilities

x Member of Quality Control team

Senior Customer Service Engineer 01/22/01 – 07/05/02

x Supervised small group of technicians that fielded service calls

x Coordinated field service visits with customer’s requests

x Organized the receiving, entering, and shipping of orders for parts to

customers, and for in-house machine production

x Handled warranty and repair components from customers

x Controlled inventory levels to maintain balance of stocked parts

Electrical / Software Engineer 09/02/96 – 01/19/01

x Evaluated specific production needs of customers, and integrated their

methods during the installation of the hardware to enhance their

manufacturing process

x Customized special PLC logic routines to suite customer needs on

machinery

x Optimized and configured CNC programming on machinery for specific

customer needs

x Authored reports to integrate electronic data

x Instructed in-house training courses for customers

x Traveled in North America to install machinery, train personnel, and

troubleshoot systems that operate machinery

Brogantech Kent, OH

Software Systems & Technical Sales Engineer 09/11/95 – 07/29/96

x Sold complex automated systems to customers

x Traveled in North America for sales and consulting meetings with prospective

customers

GED, Inc (Glass Equipment Development) Twinsburg, OH

Software Systems Manager 10/03/94 – 08/11/95

x Managed, scheduled, and trained the System Specialists in Software

Department

x Involved in R&D meetings where functional specifications and test plans for

software were provided by Software Department

x Participated in planning committees to upgrade existing users to next

generation software

x Coordinated after-hours support

Systems Specialist 06/04/90 – 09/30/94

x Traveled in North America to install software and machinery, train personnel

on software and machinery, and troubleshoot systems

EDUCATION

Bachelor of Science Electronic Engineering Technology December, 1991

The University of Akron Akron, OH

High School Diploma June, 1985

Lake High School Uniontown, OH

SOFTWARE PROGRAM EXPERIENCE

PLC & Controls

x Allen-Bradley Software Family (RSLogix, et al), Siemens, (other types

include Jetter, FerroControl, ORMEC), Visual Basic, C++

PC Based

x AutoCAD, SolidWorks, SolidEdge, ProE, Microsoft Power User

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