Customer Service Engineer

Confidential User

Email: *********@********.***

Address: Address Withheld

City: Rochester

State: NY

Zip: 14612

Country: USA

Phone: 585-***-****

Skill Level: Experienced

Salary Range: $70,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jack Mangefrida

168 Stutson St.

Rochester, NY 14612 *********@********.***

OBJECTIVE: An opportunity where my professional experience and education will allow me to make an immediate contribution as an integral part of a progressive organization.

INSTRUCTOR - TRAINER - SERVICE ENGINEER

PROFESSIONAL EXPERIENCE:

Eastman Kodak Company 1993-Current

2400 Mt. Read Blvd., Rochester, NY 14650

* Instructor responsible for training customers ( 5 day course ) and Field Engineers ( 5 week course ) on maintenance and repair of the Kodak NexPress Digital Production Color presses, 9110 Series Digimaster Digital Production Print Engines ( 5 week course ) and the Kodak Trendsetter 400/800 Computer to Plate output device ( 3 week course )

* Service team group leader, integration team member and coordinator

* Service Engineer responsible for writing and updating installation and carrier instructions, safety reference manuals, site specification documentation, modification and service bulletins for the Kodak NexPress Digital Production Color Presses

* First, Second and Third level Call Center support for Field Engineers and customers including rotating 24 x 7 on call support

* Onsite training of Field Engineers and press operators in the functionality and preventative maintenance tasks of the Kodak NexPress Digital Production Color Press and Kodak Nexpress Glossing units

* Mentored and trained new Field Engineers in customer service delivery, site spec analysis, logistics coordination, and installations at military bases such as Fort Bragg, Pope Air Force, Delta Force, and Camp Lejeune, North Carolina

* Outstanding Customer service and support resulted in an increase in customer base by 50% in the region

* Extensive Kodak NexPress Digital Production Color press installations including hardware, software and networking, site spec analysis and coordination of rigging companies on customer sites

* Assisted with achieving a sales result of 2.6 Million Dollars with active service and support of the Kodak NexPress Digital Production Press during The -Expographica Digital Print Trade Show- in Mexico City

* Reduced Red Alert Field Trips 10% by implementing new part design for increased machine reliability and customer satisfaction

* Created product carrier instructional video in which new personnel were required to view before installing printing presses and accessories

* Maintained and managed high demand territory with dense customer base of high volume and mid volume Kodak Ektaprint copier/duplicator equipment over 660 sq miles and backup for other field engineers

ADDITIONAL ACHIEVEMENTS:

* Interfaced with Regional Service Managers on installation coordination and with customers

* Involved with many `WebEx` remote diagnostics sessions with customers resulting in 20% resolution rate eliminating an onsite Field Engineer visit

* Requested by customers for return visit, which maximized customer relations and led to further sales

* Assisted West Coast Region for an extended period of time for customer red alert calls, machine updates and assisted field personnel with overall machine knowledge

* Traveled throughout US, Canada, Mexico and Germany

* Represented team in Kiel, Germany for data capture and procedures, updates and training

* Selected as member of a team to set-up, install and support the Kodak NexPress Digital Production Color Press at the `Print On Demand and Graph Expo Trade Shows and Print 05`

* Involved in technical service and support, UL safety configuration upgrades and training

* Selected to participate in `Kaizen` (Lean Manufacturing Process Improvement) events to improve existing processes related to installation of equipment

* Personally involved in approving new design of installation equipment resulting in increased level of safety and ease of placement and time savings for the field

EDUCATION/AWARDS:

* 1990-1991 Monroe Community College, Rochester NY

Basic Algebra I & II, Intermediate Algebra II & III

* 1994 PRIDE Award - Award based on input from customers, peers, sales, and management in recognition of outstanding efforts and results. P.R.I.D.E. - Stands for Professionalism, Responsiveness, Integrity, Dependability, Enthusiasm

* 1995 Joe Iadorola Service Excellence Award - This prestigious award was given for producing the highest customer satisfaction and service support rating in a given region

CAPABILITIES:

* Proactive approach to problem resolution delivering superior quality

* Flexible to manage multiple projects simultaneously, as a leader or individual contributor

* Outstanding communication skills in written materials and presentations

* Solution driven ability to look at all aspects and derive the best outcome for all parties

* Team Oriented constantly motivated to assist teams and knowledge transfer

* Quick learner of complex processes, new technology and work environments

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