Service Engineer
Resume:
ROBERT P. GIESWEIN
Grand Rapids, MI 49546
Cell 616-***-****
Home 616-***-****
E-mail: **********@*****.***
Career Objective
Seeking a position in a technical/leadership capacity committed to exceptional customer service.
Examples include either a temporary assignment or permanent position in mid-level field service
management or supervision in a production environment. Additionally, I would be interested in service
support of industrial variable data printing solutions or medical diagnostic and treatment systems. Also
pursuing a position educating/instructing service providers or end users in the correct operation and
maintenance of their systems.
PROFESSIONAL EXPERIENCE
Canon/Oce’, Grand Rapids, Michigan. Manufacturer of high volume cut-sheet and roll-feed
variable data digital printing systems.
Senior Digital Service Specialist 2007 – 2015
Responsible for providing 7x24 first and second level technical support to field technicians and customers
over a wide range of Canon/Oce’ high volume digital printing solutions. Additionally responsible for
maintenance and optimization of district inventories. Have met or exceeded all metrics for equipment
performance expectations, customer satisfaction surveys, and inventory management. Developed
enhancements to system diagnostics and hardware design, partnering with engineering, manufacturing,
and field service in their successful implementation. Received company recognition award for service
excellence.
X-Rite, Grand Rapids, Michigan. Manufacturer of color measurement instrumentation.
Technical Support Engineer 2004-2007
Responsible for providing technical support to repair technicians, sales representatives and customers
worldwide, including new operational policies, development of operational and diagnostic instructional
materials, test, training and quality procedures.
• Led a cross-functional corrective action team to identify, resolve, and implement solutions to
correct technical issues and customer complaints across all instrumentation and software product
offerings. The results of this effort lowered service costs and improved product performance,
reliability, and customer satisfaction.
• Successfully created a comprehensive web-based technical database containing a broad spectrum
of technical information and diagnostic procedures to support both corporate and worldwide
service/sales centers. This resulted in lowering call escalations from service/sales and reduced
instrument problem isolation and repair times.
• Developed service metrics for management to better understand the trends of the business and
recommended adjustments that resulted in increased service revenues and reduced operational
costs.
• Acted as a liaison between service and engineering to ensure design-for-service was implemented
into new products thus supporting/repairing the product could be done in a more timely and cost
effective manner.
• Developed comprehensive service business plans and ensured service preparedness prior to
product launch.
ROBERT P. GIESWEIN page2
NexPress Solutions LLC, Rochester, New York; Joint venture between Eastman Kodak Company
and Heidelberg Druckmaschinen, manufacturer of digital printing presses.
Service Analysis and Support Engineer 2000-2004
Provided second level worldwide call center technical support to end users and field technicians as well as
on-site red alert support when required. Represented service on corrective action teams and transitioned
system enhancements to the field in the form of both technical documentation and hardware/ software
modifications.
• Partnered with research and development teams supplying them with serviceability requirements,
and assisting in design and development efforts.
• Developed an on-line system diagnostic database in support of the entire image data chain
reducing repair times and second level support calls.
• Produced business cases to support service requirements and drive improved MTBF balanced
with UMC.
• Through Pareto analysis of system faults, targeted specific design elements of subsystems and
improved reliability by 50% without increasing UMC. Improved field fault isolation procedures
that reduced fault isolation times by 25%.
Eastman Kodak Company, Rochester, New York 1980 - 2000
Manager, Electronic Repair and Manufacturing Services, Rochester, New York 1995 - 2000
Accountable for $7 million circuit board manufacturing/repair business with responsibility for P&L,
budgeting, operations, cost control, and staff, including employee evaluation and setting of performance
goals.
• Led benchmarking activity to determine Industry Best Practices and establish action plans to
pursue world class performance. Implemented initiatives that resulted in moving from 75% to
97% in operating efficiency.
• Implemented process improvements that reduced cycle time by 58%, inventory by 83%, and
repair defects by 42%. Instituted cost reduction measures that resulted in $2.2 million in annual
savings.
• Spearheaded Strategic Realignment to reposition business to better match core competencies and
client needs.
• Ranked among top 10% of managers in employee satisfaction surveys for past three years
supervising 31 employees.
• Maintained ISO 9002 standards and interfaced with ISO auditors.
Service Engineer, Rochester, New York 1990 – 1995
Provided technical support to Sales, Field Engineers, and directly to customers for color proofing
systems. Advised design and manufacturing departments on serviceability/ repairability issues for entire
product life-cycle, including Service Procedure Manuals, and business plan development.
• Led commercialization process for service in new digital color proofing system.
• Tracked product failures in the field and recommended design changes that resulted in a 50%
reduction in service calls.
• Developed service procedures that resulted in $200,000 annual savings and improved customer
satisfaction to 95%.
• Delivered field training seminars that increased first call completion and reduced average service
call duration by 25%.
ROBERT P. GIESWEIN page3
Sales Engineer, Chicago, Illinois 1988 – 1990
Called on and serviced accounts throughout the US for digital and analog color proofing systems
marketed to the commercial printing industry.
• Conducted diligent follow-up to build rapport and address customer satisfaction issues.
• Provided on-site training for customer personnel in operation and use of systems.
• Provided solutions to technical or operational performance issues.
• Coordinated “cross-selling” of chemistry and film.
• Successfully placed 48 systems with total value exceeding $7.5 million. Met or exceeded all
established sales goals.
• Participated in new product launch initiative which included educating potential customers about
product features and benefits and promoting general product awareness.
Field Engineer, Chicago, Illinois 1980 – 1988
Provide on-site service across multiple markets including Blood Analysis systems, Duplicator products,
Graphics and Mass Memory systems. Participated in support of Beta systems and worked closely with
engineering and manufacturing providing essential feedback on product performance and specific areas in
need of attention to improve product performance post Beta.
EDUCATION/TRAINING
College of DuPage, Chicago, IL
Courses in Electronics, Electronic Principles and Design, Digital Mathematics, Sociology, Psychology.
Continuing Education:
Service Engineering University
10X Quality Overview
Kaizen Methodologies
Good Manufacturing Practices Overview
OSHA - Hazards
ISO 9000 Overview
Cycle Time Reduction for Managers
ISO Expectations
ISO 9002 Overview
Juran Quality Methods
ISO 17025 training (internal auditor)
Performance Based Culture
Performance Commitment Process
Leadership in a Diverse Workforce
Essential Leadership Skills
She Said, He Said Diversity
Performance Management Training
Face to Face for Manufacturing Training
Health, Safety & Ergonomic Leadership
ISO 9001:2000 Overview
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