Customer Service Engineer

TIM HEENAN

*** ****** ****** • Grayslake, IL ****0-1508 • 847-***-**** • *******@*****.***

Profile: Field Service Engineer ~ Electronic Systems Technician

~Over 20+ years of success leading installation, repair, and maintenance of high performance electronic and mechanical systems/equipment in medical, corporate & military settings ~

Practiced in performing root cause analysis, diagnosing and resolving complex technical issues/system anomalies, and ensuring 24/7 functionality for thousands of end users.

Recognized project management skills; routinely entrusted to drive full lifecycle delivery of mission critical projects within high stress, deadline-driven environments.

Respected by managers and colleagues for tenacious troubleshooting skills and unwavering commitment to permanent problem resolution and customer satisfaction.

Highly effective leadership and training skills, able to mentor and motivate staff to new levels of performance.

Thrive in both independent and collaborative work environments; willing to travel extensively throughout the U.S.

VALUE OFFERED

Electronic/Equipment Diagnostics Field Service Delivery Problem Analysis & Management

Troubleshooting & Repair EPA Universal Handling Schematic Interpretation

Root Cause Analysis & Reporting Customer Service & Satisfaction Project & Resource Management

Staff & End User Training Equipment Installation & Testing Preventive Maintenance

PROFESSIONAL EXPERIENCE

KELLY ENGINEERING SERVICES INC., LAKE FOREST, IL • 4/2012-Present

Field Service Technician

Travel to assigned hospitals and perform diagnosis, repair, and maintenance of IV infusion pumps. Apply FDA mandated upgrades for hardware/software. Troubleshoot and resolve equipment issues.

Selected Achievements:

Demonstrated adaptability to variety of medical settings for quality maintenance, repair engineering, and field support.

DURHAM SCHOOL SERVICES INC., LAKE VILLA, IL • 3/2011-4/2012

School Bus Driver (Part Time)

Acquired CDL License and worked part-time as a School Bus Driver throughout job search process.

LEICA MICROSYSTEMS CORP., BUFFALO GROVE, IL • 12/2006-03/2011

Repair Engineer

Conducted inspection, troubleshooting, and repair of automated and mechanical medical instruments utilized in pathology and histology labs. Reviewed data and generated accurate repair estimates. Responded to high priority service requests for hospitals and laboratories in the field. Traveled to assigned customer accounts for scheduled contract and preventative maintenance.

Selected Achievements:

Recognized as a leader for demand repair revenue in Q1 and Q2 2009.

Maintained a 99.5% first time fix rate on in-shop repairs that increased Sales force confidence and customer satisfaction in 2007.

TIM HEENAN

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ZEBRA TECHNOLOGIES INC., VERNON HILLS, IL • 1/2002-1/2006

Repair Engineer

Serviced and maintained RFID and thermal bar code label and receipt printer applications used at tradeshows and for corporate event demonstrations. Configured, prepared, tested, coordinated, stored, and shipped printers for all functions. Supported senior events specialist in planning and logistics for same. Set-up and maintained intranet Website for past show and event graphics.

Selected Achievements:

Excelled in newly created role as a Marketing Support Technician.

Grew efficiency of trade show preparedness and equipment reliability with rapid increase from 12 to 80 functions per year.

ZEBRA TECHNOLOGIES INC., VERNON HILLS, IL • 1/2001-1/2002

Service Technician

Performed technical repair services for Zebra product line. Supported training and technical requirements for optimal account maintenance. Provided customer service support for non-technical customers and end-users. Ensured that all repairs included the most up-to-date engineering changes and maintained company’s high quality standards.

Selected Achievements:

Achieved 98% first time fix rate that increased customer satisfaction.

ZELLWEGER ANALYTICS INC., LINCONSHIRE, IL • 1998-2000

Service Technician

VISIONTEK INC., GURNEE, IL • 1996-1998

Quality Technician

DOMINO AMJET, INC., GURNEE, IL • 1992-1996

Senior Electronics Technician

UNITED STATES AIR FORCE, MCCLELLAN AIR FORCE BASE, CA • 1988-1992

Electronics Technician

EDUCATION

Associate of Applied Electronics, Community College of the Air Force

General Studies, Austin Community College

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