Customer Service Sales

George Gibbs

Kent, WA *****

206-***-**** linkedin.com/in/georgemgibbs ********@*****.***

Professional Profile

It is truly about customer satisfaction

Over 15 years’ experience in solution-based sales, customer service and applications engineering in the

industrial manufacturing and distribution environment. Excellent at applying extensive knowledge and

experience to analyze and resolve specific application and installation issues. Brings experience and

education in flow-meters, electronic weighing systems (load-cells), hydraulics and pneumatics, plumbing

and industrial electrical and electronic controls. Dedicated to taking care of the customer and resolving

issues to ensure repeat business.

Applies keen business sense and provides a value added service by moving beyond initial purchase price

to factoring in longevity and routine maintenance costs when preparing pricing. Draws parallels and

extrapolates across applications to assist distributors identify new business opportunities.

Comfortable interfacing with both technical and non-technical customers via phone, email and in person.

Communicates technical information in such a way that a non-technical sales rep or end user can

understand and apply the information to their application. Takes a proactive investigative approach

tracing problems to root cause, saving the manufacturer, distributor and end user time, money and

frustration.

Professional History

Application Engineer Industrial Sales Customer Support

Applications Engineering

Worked with specifying engineers, sales reps, distributors, and end users to develop best-fit

solutions for their application. Assisted customers in defining requirements.

Used customer input to identify recurring problems and issues. Consolidated and presented this

information to design engineers and assisted problem resolution including equipment re-engineering,

repairing production equipment and re-writing documentation.

Assisted commercial and industrial clients with work-arounds to keep their manufacturing operation

online, avoiding costly downtime.

Assisted in specifying products for specific applications, investigate availability and lead times, and

answered technical questions.

Provided customers with non-technical application and installation answers, provide direction regarding

correct product choice and cross referencing parts from other manufacturers.

Industrial Sales Customer Support

Called on OEMs, distributors, system integrators and consulting engineers to build and maintain

relationships and introduce products and typical applications.

Educated, trained and supported distributors in increasing their sales including suggesting new

product lines and opening new markets.

Developed and negotiated pricing and delivery schedules.

Used manufacturing software on a daily basis (SAP and Epicor) and CRM software (SugarCRM)

Assisted in defining and navigating international border and product line distribution issues.

Interfaced with production to solve delivery delays and negotiate with both customer and production

to get the product to customers by their need date.

George Gibbs, Resume Page 2-206-***-**** ********@*****.***

NW Regional Sales Manager (US and Canada) 2011-Present

Data-Linc Group, a manufacturer of industrial data communications solutions for

factory automation and water / wastewater management, Bellevue, WA

Business Accomplishments

Designed and implemented customer retention and resale programs: a trade-in program for

discontinued and older products and a refurbish resale program for trade-in products.

Increased brand awareness and sales by building new and rebuilding neglected relationships

with distributors and system integrators in the Pacific Northwest.

Application Engineer & Sales (US and Canada) 2000-2010

Seametrics, a lean, JIT, manufacturer of flow metering products for industrial applications including heating and

cooling, waste water, irrigation and chemical injection, Kent WA

Business & Personal Accomplishments

Sales team increased sales from 1.5 to 6 million by focusing on providing superior and timely

before and after sales, service and customer support.

Personally added 6 new master distributors and their associated sub-distribution channels.

Led effort to become approved as manufacturer of water meters for Idaho Agriculture District

resulting in a $100,000+ initial order, retention of distributor as a loyal customer and addition of

District and individual water users as customers.

Challenge: Educate and support distributor’s sales rep (Western Engineering, Utah) in identifying and

conveying Seametrics’ meter specifications in relationship to application requirements and assisting in

developing pricing schedule.

Technical Issues Important in Meter Selection and Installation: Addressed meter issues including: (1)

piping size, length and material (2) water turbidity (3) type of information to be collected (4) local or

remote (telemetry) data collection (5) chemical compatibility of additives with meter material (6)

durability and service requirements and (7) establishing profitable price points.

Identified a manufacturing flaw (worn part) limiting the costly impacts of supplying a faulty

metal fitting to the company, its distributors and end-users.

Issue: Customer received improperly tapered fitting.

Personal Approach: Rather than replace only this customer’s meter fitting, went above and beyond and

investigated remaining in-stock meter fittings, as well as other affected parts. Discovered existing stock

was improperly tapered. Further investigations located the root cause – a worn machine tool.

Received “Above and Beyond” award.

Sales Engineer (US and Canada) 1998 - 2000

Festo Corp, leading international supplier of pneumatic and electrical automation technology, Bothell WA office

Business & Personal Accomplishments

Assisted with workarounds to keep customer’s mfr. operations online, avoiding costly downtime.

Issue: Medical manufacturer needed 10 valve assemblies to keep their manufacturing line retrofit on

schedule. The valves were out of stock with a 2 week lead time.

Approach: Identify alternate solution by researching equipment and application design requirements.

Solution: Met customer timing constraints by re-engineering another valve to meet functionality.

Licenses and Continuing Education

Learning seminars and courses in sales and customer service, for example:

EnergyStar, Energy Accounting and Benchmarking Microsoft Office E-learning

How to Work with Difficult Customers How to Deliver Exceptional Customer Service

FAA Air Frame and Power Plant License, South Seattle Community College, Seattle, WA

FAA Aviation Maintenance Certificate, South Seattle Community College, Seattle, WA

Electrical / Electronics General Classes, for example:

Digital & Analog Programmable Logic Controllers 3-Phase Electrical

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