Customer Service Engineer

Joseph Zachemski

*** ***** ****** ******, ** ****3

978-***-**** - *********@*******.***

HIGHLIGHTS OF QUALIFICATIONS

Track record of developing and leading a “best in the industry” service team

Self-motivated, detail oriented professional utilizing leadership skills and teamwork to lay foundation for sustained success

Performs at a high level even under pressure while maintaining professional integrity

Excellent communication and presentation skills

EXPERIENCE

1988-Present Japan Electron Optics Laboratories (JEOL USA) Glen Ellyn, IL

2000-Present: Assistant District Service Manager

Managed staff of 15 field service engineers for installing and servicing Electron Microscopes

Performed annual reviews for field service engineer staff

Directed future training and advancement

Interviewed over 120 potential candidates (electrical engineers), eventually hiring for over 20 positions

Responsible for over $5,000,000 dollar service contract budget

Responsible for instrumentation exceeding $50,000,000 (>200 instruments valued at over $250,00 each)

Exceeded service contract revenue goals for 6 consecutive years

Designed Time & Material program that resulted in continuous year over year revenue growth

Coordinating with customers in scheduling emergency service, installations, and routine maintenance schedules

Part of the service management team that achieved the highest level of customer satisfaction rating for 12 consecutive years, as measured by an independent company; Omega Management Group.

Provide on-site customer visits to improve customer relations

Communicate comfortably with all levels within academia, semiconductor, and medical industries, including company presidents, division directors, contracting officers, and individual contributors.

Plan with upper management for productivity, efficiency and customer service improvements

Collaborate with sales department and vendors in coordinating deliveries for installations. Consult with room design architects and facilities management to reduce unforeseen delays and improve installation completion time by 20%.

1988-2000: Chief Field Service Engineer

On-site installation, customer training, troubleshooting to component level, repair and maintenance of Electron Microscopes

Training and developing of new engineers

Exercised discretion and independent judgment in resolving customer problems

EDUCATION

North Central College Naperville, Illinois

2009 - Professional Development Academy: Management Development Series Level 1 & 2

DeVry University Chicago, Illinois

1996-1999 - Bachelors of Science in Technical Management

1986- 1988 - Associates in Electronics Technology

OTHER QUALIFICATIONS

Applications: Microsoft Office Suite, Contract Management System Power, Business Map, Concur

Automatic Data Processing (ADP Payroll System)

SELECT AFFILIATIONS / VOLUNTEER EXPERIENCE

Committee Member: 2008 Southern Illinois University Electronic Systems Technologies Advisory conference

Coach: Youth Soccer and Baseball

Contact this candidate