Customer Service Representative

DWIGHT B. PIERCE

**** ***** ***** **

Manitowoc, WI 54220

Message: 414-***-****

E-mail: **********@*****.***

SPECIAL SKILLS/QUALIFICATIONS

Utilization of Test Equipment - Proper usage of electronic test equipment including meters,

oscilloscopes, function generators, RF signal generators, frequency counters, and logic analyzers.

Electronic Circuit Construction and Prototyping - Construct prototype circuits using correct

breadboard techniques. Analyze and test circuit for proper operation.

Electronic Circuit Repair - Troubleshoot and repair digital (personal computers) and analog

circuitry to the component level using proper maintenance techniques, soldering to industry

standards.

Manufacturing Technician - Rockwell Automation Milwaukee – Versa View panel PC repair and

reimaging with Symantec Ghost Software, Versa View credit memo returns disposition, and CHMI

Repair, as well as Lean and Six Sigma initiatives.

Test Technician - Brady Corp – New product test on Brady Label printer and Rhos Compliant label

printer, also work with the IT Department with desk side support.

Six Sigma Red Belt Training.

SAP training

Certified Manitowoc Master Crane Technician- MLBCC-C

EDUCATION

MBA in Innovation and Technology Management, Walden University, Minneapolis, Minnesota..

Graduation date - May 2011

BS/ISS in Information Systems Security, ITT Technical Institute, Greenfield, WI, Graduated -

September 21, 2005.

AAS/EET in Electronics Technology, Completed - November 1992.

Certificate in Automotive Electronics, General Motors Training Center, Milwaukee, WI –

Completed -January 198, Trained on the following systems: Throttle Body Injection, Electronic

Engine, Tune and High Energy Ignition System Unit Repair.

Certificate in Electrical Control Circuits, Milwaukee Area Technical College, Milwaukee, WI,

Completed -June 1981.

PROFESSIONAL EXPERIENCE

DWIGHT B. PIERCE

3131 South Brook CT

Manitowoc, WI 54220

Message: 414-***-****

E-mail: **********@*****.***

Tech Service Response Specialist VII/ Warranty Administrator

June 2008 to Present

Manitowoc Crane Care

• Define customer needs and requirements.

• Other customer service representative duties as required.

• Communicate available options to customers.

• Take in-bound calls from customers and handle the routine inquiries and complaints

• Provide part/product cost estimating process RGA’s, (factoring in raw material cost, machining

costs, et cetera)

• Satisfies customer requests for aftermarket service and Support.

• Take in-bound calls from customers and handle the routine inquiries and complaints

• Crane system diagnostics and troubleshooting.

• Crane rigging and parts recommendations.

• Process RGA’s,

• Periodic after hour cell phone coverage.

• Occasional (20% to 25%) travel in support of field activities.

• Supports EPIC and CANBUS systems on Lattice Boom Cranes.

• Supports crane star systems on Lattice Boom Cranes.

• Ability to work efficiently in a high demand, team oriented, and fast-paced environment

• Previous experience researching and calculating cost estimates on machining parts from

scratch.

• Must have a strong customer focus, great interpersonal skills, and ability to develop a

comprehensive knowledge of products and related services.

• Prior experience in an aftermarket, repair, rebuild, and/or product services environment highly

desired

• Previous experience working with an order entry system, including in-depth knowledge of

order entry systems and other relevant system applications.

• Must be detail oriented and perform work with a high level of accuracy.

• Requires sufficient technical aptitude to communicate with sales, engineers, planners,

machinists and assembly floor associates.

• Solid communication skills and excellent interpersonal skills

Test Technician October 2007 to June 2008

Adecco, GE Healthcare

DWIGHT B. PIERCE

3131 South Brook CT

Manitowoc, WI 54220

Message: 414-***-****

E-mail: **********@*****.***

• Test CT scanners and troubleshoot.

• Performed in–circuit testing or visual inspection of circuit boards.

• Interpreted and repaired circuit board failures utilizing schematics, technical drawings and

in-circuit test failure data.

• Functional test circuit boards utilizing oscilloscopes, functional test equipment, hot mock

ups and function generators.

Systems Engineer/Team Leader/ Supervisor June 2001 to October 2007

Global Information Distribution

• Assisted the operators with daily work instructions as a go between to management.

• Set up and maintained Microfiche Printers and Computer Systems.

• Troubleshoot problems down to component level and repaired, as needed by soldering to

remove bad components that are found on circuit boards and installed new components.

• Worked with little supervision, kept inventory, managed own site and have good customer

service skills.

• Wrote service reports, kept daily logs by using Microsoft Office 2003, and performed other

duties by providing network security and helpdesk and desk side support and back up files

using DLT 8000 drives.

• Worked with different Windows OS’s: 2003 server, XP, UNIX, Active Directory, Windows

Vista, and Windows 7.

• Performed system hardening, conducted penetration testing on the network, and installed

Internet security, firewalls, hardware, and software.

• Worked with different Network Typologies.

• Installed and maintained IDSs, IPS, and patches to ensure the network is as secure as it

can be.

Test Technician June 1999 to June 2001

Key Technical

• Conducted testing of AC Drives and trouble shoot.

• Kept daily logs of problems found.

Contact this candidate