Manager Customer Service

Mory Moshirian

***** ******* ***** ***** *** Diego, CA 92127

Phone: 858-***-**** E-mail: *************@*****.***

Summary of Qualifications

Experienced and resourceful manager specializing in creative problem solving, project streamlining, and

systems optimization. Adept communicator with a passion for purposeful work and a proven ability to

foster a positive team environment. Dynamic leader ensuring the utmost quality - from product introduction

to global field and customer support.

Skills & Accomplishments

Manufacturing & Quality Engineering:

Establish inline quality system within sub assemblies to improve the quality of final product. Supervised transfer of

instrument design from engineering to manufacturing completion. Involved with all three phases of release products

(alpha, beta, and production release).

Increased overall department efficiency with establishing standard from instrument testing to Sub -assemblies

production. Created Build of Material and testing procedures with supporting documents

Responsible for creation of Return Material Authorization System, to streamline and organize return and repair of

instrument and parts, resulting in a reliable and time saving method to improve customer service turnaround.

Optimized response and resolution times by planning work for repair center personnel and facility usage, ensuring

proper delegation of assignments.

Managed in-house instrument’s preventative maintenance schedule.

Field Service Support & Strategic Business Improvement:

Reduced company expense and minimized customer instrument down time via creation of a Global Spare Parts Depot.

Developed process to efficiently access spare parts for on-site instrument repair. Forecasted the spare parts for set

locations, monitored spare parts usages and delivery on a daily basis.

Explored new and innovative methods of knowledge transfer to optimize instrument performance and decrease repair

costs. Implemented and managed a global courier service for instrument spare parts distribution resulting in company -

wide cost savings.

Created and developed the Global Field Service support team; expanded system support team from two to thirteen

engineers dedicated to giving secondary support and establishing the escalation process. Key guide in instrumentation

telephone support for field service personnel.

Expedited instrument repair and improved instrument design process through creation of broad -spectrum database to

catalog instrument malfunctions in real-time. Developed instrument repair training programs for instrument services,

distributors, and internal/external customers.

Monitoring & Reporting – Proactively identify future concerns and manage recalls, as well as, reactively identify

incidents as they occur by using problem management techniques.

Member of Complaint Management – to resolve, escalate and manage complaints from the global end -user population

with over 5000 systems.

Developed and managed internal Systems Support Team responsible for all Field Service Engineer training, technology

transfer, documentation, spare parts, and logistics. Team’s dynamic range included: the support of all platforms in line

with DNA Sequencing, Genotyping, Gene Expression, Clinical Diagnostics, and Robotics.

Leadership:

Board Member of Design Review, Instrument Review, Material Review and Change Control Boards .

Forecast department budget and materials on a yearly bas is.

Implemented a Personnel Development Strategies Program. Assessed talent assessments of entire team to identify

development opportunities, retention strategies, and gauge team morale.

Established training labs and enrolled field engineers to the vari ous levels of training with well-defined processes.

Highly regarded for developing full trained team and an advocate of career development .

SWOT analysis team member: analyzed meetings with remote management teams to track progress towards strategies

and goals, as well as, initiated any needed course corrections.

Qualified suppliers and vendors to form relationships of the utmost efficiency and product success .

Trusted decision making skills as shown as a chosen member of Change Order Committees and Instrument Release

Board for all release phases.

Career Experience

January 2011 – Present

Customer Service Manager, Nashi Media

August 2010 – November 2010

Senior Project Manager, Illumina, Inc.

October 2006 – July 2010

Global Field Service Support and Logistics Manager, Illumina, Inc.

May 2002 – Sep. 2006

In-House Field Service, Refurbishment & Manufacturing Manager, Nanogen, Inc.

Senior Manufacturing Engineer/Production Manager, Progeny System, LLC. June 2000 - May 2002

Education

Mechanical Engineering

San Diego State University

Engineering

United States International University – School of Engineering

Project Management, Leadership, Priority Focus

Illumina, Inc. Classroom Course Training

KT Troubleshooting

Kepner and Tregoe Certificate

Mentor Certification

Illumina, Inc. Classroom Course Training

Leadership Certification

Illumina, Inc. Classroom Course Training

MS Project 2007 ( Software: Proficient in MS Word, MS Excel, MS Project, MS Access, MS Power point )

Element K Classroom Course Training

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