Service Manager
Resume:
James Rhodes
Alpharetta, Georgia 30022
Objective
To utilize my extensive technical and managerial experience to obtain a position as
a working supervisor, or independent contractor.
Summary of Achievements
During my tenure as CT Manager finished in the top 5 out of 26 districts in both profitability
and customer satisfaction, finishing 1st 5 of the 9 years.
Guided the process for the installation of approximately 35 CT’s, performing installation
management as well as project management
As Site Manager establishes a 5 year business plan with 4 major hospitals that was
implemented and currently being utilized by institutions, which saved hospitals approximately
$800K a year in service expenditures.
As Technical Support Engineer supported CT, PET/CT and the Ambient Experience for
Technologists, Clinical Engineering and FSE’s.
If problem couldn’t be resolved remotely traveled to site to resolve.
Performed FOK (First of Kind) installations on CT and PET/CT.
Performed FCO’s (Field Change Orders) traveling to various sites assuring that
documentation was correct and assist FSE in its completion.
Won Simplicity Award April 2013 as a result of my project with marketing and service.
Scheduling of TSE’s for training, meetings and 4 different shifts, approve vacations and
associated time off.
Content Manager for our global knowledge base system (KNOVA)
Won Simplicity Award for my scheduling work
Kaizen project lead on AR review cases
Award for “Above and Beyond Performance
Employment History
Neuisys Imaging Solutions
Technical Support Engineer – Freelance 8/18/2014 – present
• Perform remote Technical Support for Neusoft CT products as an Independent
contractor.
Neuisys Imaging Solutions
Operations/Senior Service Engineer/Technical Support Engineer 1/13/2014 –
8/15/21014
• Expand business to new avenues
• Create a more efficient service delivery
• Find alternate vendors for module repair
• Installation Project Management
• Provide Technical Support
• Create/update service keys for remote service
• Mentor service engineers
• Perform service on 10 CT’s
Philips Healthcare Atlanta Georgia
CT Technical Support Engineer 2004 – 1/10/2014
• Provide Technical Support for both Customers and Field Service Engineers with
CT, PET/CT, Ambient Experience and support our Multi-Vendor GE CT
customers.
• Resolved all issues related to hardware, software and networking anomalies.
• Went to site when issues could not be resolved remotely.
• Content Manager for our global knowledge base initiative.
• Project Manager for establishing advanced training on our newest products for
CT.
• Establish scheduling for FSE to attend Final Test and coordinate installations of
our Diamond Select CT’s.
• Coordinate Trade Shows and schedule FSE’s to support the marketing team.
• Provide on-site support with software and hardware Field Change Orders (FCO).
• Perform scheduling for 12 Customer Support Specialists, throughout the country,
approving vacation, scheduling training, meetings and fill in for manager in his
absence.
• Kaizen project lead on Accounts Receivable and its relationship to ageing of
response to appropriate entities.
Philips Healthcare Baltimore Maryland
Site Manager Multi-Vendor 2002 - 2004
• Inventoried 29 Separate Imaging Centers including all related electronics and
enters information into an Excel Spreadsheet, including contract cost to customer
and deficits related to individual pieces of equipment.
• Renegotiated contracts with vendors, cancelled when appropriate, utilized Direct
Reports and Third Party to establish the most efficient service delivery.
• Established weekly meeting with senior staff assuring that direction of program
was being realized.
• Worked with Clinical Engineering assisting to help achieve goals and
opportunities.
• Assisted in the repair of numerous radiology equipment.
Siemens Medical Systems Baltimore Maryland
Site Manager Integrated Service Management 1998 – 2002
• Inventoried over 400 pieces of imaging equipment and entered into an Excel
Spreadsheet.
• Established and submitted 5 year Business Plan enabling Hospitals to utilize
internal Imaging Engineers staff reducing Hospitals extenuators by over $500K.
• Analyzed all service contracts, renegotiated, canceling when appropriate, and
utilized Third Party Organization to assure profitability of program.
• Assured that all service was properly addressed and created a PM schedule for
an entire year.
• Organized monthly meetings with Hospitals Vice President and Directors of
individual institutions discussing success and area of opportunity, outstanding
service events within the hospitals, addition and deletions of equipment and all
related service issues.
Siemens Medical Systems Cary North Carolina
CT Technical Support Engineer 1995 - 1998
• Assisted customers in call avoidance utilizing remote capabilities.
• Assisted Customer Service Engineers with a variety of technical anomalies.
• Provided onsite support resolving both technical and political problems.
• Only TSE providing technical support for EBT as a result of my work with
Imatron and the University of Pennsylvania.
• Attained a high level of expertise on AR line of scanners and was Product Care
Specialist.
• Performed daily Hot Sites Report that was reviewed by the Vice President of
Service.
• Performed weekly payroll as well as weekly statistics for internal QA program.
Siemens Medical Systems Philadelphia Pennsylvania
CT Service Supervisor/Manager 1987 – 1995
• Attended all Sales/Service meetings assuring that all service issues were being
addressed allowing sales to have a friendly atmosphere to establish additional
sales.
• Wrote and negotiated 60 service contracts yearly, meeting customers’ needs and
assuring profitability.
• Performed job evaluations yearly and gave quarterly progress reports.
• Had 14 FSE’s 1 Application Specialist and the repair facility under my area of
responsibilities.
• Attended all construction meetings with both hospital and construction
management to ensure the proper installation of equipment and establish all
needed benchmarks to assure successful installation of equipment.
Education
Union Technical Institute, Eatontown, New Jersey
Associates – Electronics
Other related Education
Biology/Anatomy & Physiology/Economics/Statistics/Project Management
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