Service Technical Support
Resume:
GLENN M. CARD
Milford, NH ****5
Mobile: 603-***-****
Phone: 603-***-****
*****.*.****@*****.***
SUMMARY
I have a proven capability as a Service Manager, team leader, team builder and participant. I am also able to manage intradepartmental co-operation towards furthering the goals of the Service department as well as the Company.
SKILLS
Technical: 30 years of electrical and electronic maintenance, production, troubleshooting and support with 20 years of service in direct support of analytical instrumentation such as; ICP, Arc Spark, XRF, DC-Arc, RDE, AA, AF, FTIR spectrometers and analyzers utilized in the Life Sciences industry.
Software competency: Microsoft Office components, Concur, Sales Force, CRM and various ERP management programs.
Supervisory: International Service Manager, Team/Group Leader, Shipping/Warehouse Supervisor and Production Supervisor
EXPERIENCE
INTERBLOCK GAMING, Las Vegas, NV 2016 – Jan. 2018
FIELD SERVICE TECHNICIAN
Provide 24/7 technical support/service for regional customers concerning inquiries or instrument failures via e-mail, telephone correspondence, remote electronic diagnostics or on-site customer visits if warranted.
Provide on-site preventative maintenance and or repairs as needed.
Maintain maintenance and repair documentation providing feedback to engineering for continuous improvement initiatives.
SPECTRO SCIENTIFIC, Chelmsford, MA 2013 - 2015
INTERNATIONAL SERVICE MANAGER
Co-ordinate the customer relationship management efforts through international service representatives for ROW (Rest of World) analytical instrumentation customers.
Initiate customer site escalations based on extended repair times, repeat calls or due to customer dissatisfaction.
Maintain and manage a service call database for all international service representatives and customer problem correspondence.
Provide worldwide technical support for domestic and international customers concerning documentation, applications inquiries or instrument failures via e-mail, telephone correspondence, remote electronic diagnostics or on-site customer visits if warranted.
Provide technical support and advanced troubleshooting training and advice for international and domestic service engineers.
Produce technical information bulletins indicating product introductions, pertinent Engineering Change Orders and troubleshooting techniques/procedures.
TELEDYNE LEEMAN LABS, Hudson, NH 2002 - 2013
CRM TEAM LEADER WEST REGION
Co-ordinate the customer relationship management efforts of the western U.S. region.
Tasked with monitoring warranty and service contract costs with the goal of reducing repeat service calls.
Conduct weekly CRM informational meetings with Technical Service Support, Service Engineers and Sales personnel to produce maximum customer satisfaction.
Schedule 3 direct report Service Engineers for customer repairs based upon the criteria of warranty, service contract and billable repair calls for ICP, DC Arc and Hg analytical instrumentation for the US West region.
Initiate customer site escalations based on extended repair times, repeat calls or due to customer dissatisfaction.
Manage and co-ordinate escalations meetings with Engineering, Production and Quality Control departments to develop the identification of root cause failure, on-site repair plan, implementation of the repair and customer satisfaction resolution.
Maintain and manage a service call database for all customer problem correspondence.
Provide worldwide technical support for domestic and international customers concerning documentation, applications inquiries or instrument failures via e-mail, fax, telephone correspondence or on-site customer visits if warranted.
Provide technical support and advanced troubleshooting training and advice for field service engineers.
Conduct instrument technical training seminars scheduled quarterly. Seminars are two weeks in length.
Produce technical information bulletins indicating product introductions, pertinent Engineering Change Orders, troubleshooting techniques.
Author technical manuals and manual inserts.
ACCOMPLISHMENTS
Maintaining a customer satisfaction rating above 95%.
Authored the technical manual and technical training material for new ICP instrumentation.
Conduct a two-week technical training seminar quarterly for troubleshooting and repair of ICP instrumentation totaling 25 seminars to date.
THERMO ELECTRON CORPORATION, Franklin, MA 1995-2002
Warehouse/Shipping Supervisor / 2000-2002
Maintained and managed a service warehouse stock of $4 million.
Coordinated physical inventories for annual warehouse physicals.
Directed training of 3 direct reports.
Maintained high level of customer satisfaction by providing and adhering to reasonable delivery commitments.
Directed, coordinated and maintained computerized reports of the flow of RGA/RMA returns.
Evaluated customer returns in order to verify refund and warranty issues.
Coordinated warehouse inventory cycle counts to ensure accounting integrity.
ACCOMPLISHMENTS
Set up the physical layout of both the warehouse and the shipping and receiving dock for a new company service division.
Decreased man-hour overhead of customer order processing and shipping by 25% by successfully lobbying for and implementing a multi-carrier computer system integrated into the ERP system.
Repair Depot Supervisor / 1997-2000
Operated bench repairs as a vendor for the warehouse by supplying minimum-stocking levels of repaired and refurbished electronics and mechanical parts for the spectrometer manufacturers under TJA Solutions control.
Oversaw and facilitated the RMA operations pertaining to service support and customer returns.
Tracked and recorded repairs for engineering to provide fault analysis and statistical data.
Technical Specialist / 1995-1997
MORTGAGES UNLIMITED, INC., Salem, NH 1993-1995
Mortgage Broker
HANNA INSTRUMENTS, INC., Woonsocket, RI 1991-1993
Production Supervisor
EDUCATION
B.S., Electronic Engineering, JOHNSON & WALES UNIVERSITY, Providence, RI
*Pending completion of one class*
A.S., Electronic Engineering, JOHNSON & WALES UNIVERSITY, Providence, RI
Magna Cum Laude
A.S., Business Management, JOHNSON & WALES UNIVERSITY, Providence, RI
Magna Cum Laude
MILITARY SERVICE
UNITED STATES NAVY 1979-1984
Electronic Technician, Radar, Transceiver and Crypto electronics training
San Diego, CA
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