Field Service Engineer
Resume:
Stuart Higginbotham
Mid-Atlantic Field Service Engineer
Magnolia, DE 19962
****************@*****.*** - 301-***-****
Authorized to work in the US for any employer
WORK EXPERIENCE
Mid-Atlantic Field Service Engineer
Cepheid - Sunnyvale, CA - 2014-09 - 2016-06
My main focus was to trouble-shooting, repair, preventive maintenance and installation of Cepheid GeneXpert and Infinity machines and selected 3rd party equipment at customer sites. Also required was on-site training relative to system service, maintenance, and basic operation of Cepheid instrumentation. My territory covered the Mid-Atlantic States, and secondary in Mid-west region. My Key Responsibilities were:
* Responsible for installation, configuration, and testing of instrumentation ensuring product quality at customer locations throughout assigned territory.
* Provide field service for Cellular Imaging instrumentation (imaging-based automated screening systems) and information systems (data and screen information management systems).
* Provide technical assistance and solve operating problems to existing and potential customers along with other staff (may include Application Specialists and Information Technology Support Specialists) ensuring that customer problems are resolved, and a high level of satisfaction is maintained.
* Representing Cepheid in a professional manner in all dealings with customers during the performance of service duties. Build strong customer relationships with the continual focus on promoting the Cepheid Instrumentation.
* Assist with the product management function with the creation of manuals, application protocols, applications notes, and other documentation.
* Assist with the maintenance of spare parts inventories.
* Maintain detailed records on site projects, installed products, spare parts, and product defects within a Customer Resource Management database.
* Provide secondary emergency support to other territories. Eastern Field Service Engineer
Horizon Technology Inc - Salem, NH - 2013-02 - 2014-09 My main focus was to trouble-shooting, repair, preventive maintenance and installation of Horizon Technology Inc, products and selected 3rd party equipment at customer sites. My second strong priority was to focus on customer relations' activities intended to generate sales of Horizon Technology's Solid Phase Extraction (SPE) and customer support services and service contracts to customers in this engineer's area. It requires on-site training relative to system service, maintenance, and basic operation of SPE systems. My territory covers the Eastern US Coast out to South Dakota.
My Key Responsibilities were:
* Responsible for installation, configuration, and testing of instrumentation ensuring product quality at customer locations throughout assigned territory
* Provide technical assistance and solve operating problems to existing and potential customers along with other staff (may include Application Specialists) ensuring that customer problems are resolved, and a high level of satisfaction is maintained.
* Representing Horizon Technology in a professional manner in all dealings with customers during the performance of service duties
* Build strong customer relationships with the continual focus on promoting the customer's use of Horizon Technology customer support services and assist generating sales of Horizon service contracts
* Assist with building a strong Field Service Department
* Assist with the maintenance of spare parts inventories
* Maintain detailed records on site projects, installed products, spare parts, and product defects within a Customer Resource Management database
* Provide secondary emergency support to other territories. Field Service Engineer, Mid-Atlantic
ThermoFisher Scientific - Pittsburgh, PA - 2006-09 - 2011-04 My main focus was to trouble-shooting, repair, preventive maintenance and installation of Thermo Fisher, LACI products and selected 3rd party equipment at customer sites. My second strong priority was to focus on customer relations' activities intended to generate sales of Thermo Fisher, LACI Customer Support Services and Service Contracts to customers in this engineer's area. Also required was on-site training relative to system service, maintenance, and basic operation of Thermo Fisher Cellular Imaging systems. My territory covered the Mid Atlantic States, and Florida to Louisiana. My Key Responsibilities were:
* Responsible for building, installation, configuration, and testing of instrumentation ensuring product quality at customer locations throughout assigned territory.
* Provide field service for Cellular Imaging instrumentation (imaging-based automated screening systems) and information systems (data and screen information management systems).
* Provide technical assistance and solve operating problems to existing and potential customers along with other staff (may include Application Specialists and Information Technology Support Specialists) ensuring that customer problems are resolved, and a high level of satisfaction is maintained.
* Representing Thermo Fisher in a professional manner in all dealings with customers during the performance of service duties. Build strong customer relationships with the continual focus on promoting the customer's use of Thermo Fisher LACI Customer Support Services and assist generating sales of Thermo Fisher LACI Service Contracts
* Assist with the product management function with the creation of manuals, application protocols, applications notes, and other documentation.
* Assist with the maintenance of spare parts inventories.
* Maintain detailed records on site projects, installed products, spare parts, and product defects within a Customer Resource Management database.
* Provide secondary emergency support to other territories. Instrument Service Engineer
Affymetrix, Inc - Santa Clara, CA - 1998-08 - 2004-09 Responsible for installation, repair, service and maintenance of the individual components of the GenechipTM System and keeping detailed records of daily, weekly and monthly reports (SWO's and RMA's). This included adding and removing computer software and hardware. I sold service contacts, provided training and support to customers. Interacted with other departments (Engineering, Customer Service, Sales, R&D and Shipping and receiving) on a daily basis; also helped to develop and improve procedures and daily maintenance of inventory. Territory covered Pacific Northwest, Western Canada, and California to Texas. GeneChip Fluidics Technician
- 1996-06 - 1998-08
I was assigned to final product testing and servicing of production units of the GenechipTM Fluidics 400 as they arrive from the manufacturer. Entails routine evaluation of the instrument and operating mechanisms associated with the product line. I was required to maintain detailed of each unit. Also entails high degree of mechanical assembly and failure analysis. I was responsible for coordinating interdepartmental tracking of units through receiving, quality assurance, final acceptance testing and finished goods inventory. In-house field service, as well as training of other employee in all aspects. EDUCATION
BS in Biological Science
San Jose State University
2006-05
ADDITIONAL INFORMATION
SKILLS AND EXPERIENCES
Organization, leadership, and written and oral communication skills. I am proficient with Windows 2000 and XP, Word and Excel and software and hardware installation. Experience with PC support, client-server networks or database management, a Customer Resource Management (CRM) database and detailed record keeping skills, WebEx, fluorescence microscopy, electronic imaging, and a thorough knowledge of the optical, mechanical, and electronic systems used in those applications, laboratory information systems and information technologies and robotics.
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