Customer Service Manager

Timothy T. Hill

***** ********** ** • Tomball, TX 77377

281-***-**** • **********@*********.***

Qualifications Profile

Respected Senior-Level Field Engineer with distinguished career leading productive technical service and electronics repair operations. Instrumental in achieving operational efficiency, driving business growth and boosting client satisfaction.

Expert Customer Service Lead; able to forge solid relationships with strategic partners and build consensus across global divisions. Extensive expertise in client needs analysis with a consultative approach to customer service operations.

Passionate leader, skilled at building top-performing teams focused on impeccable service delivery and accountability for goal achievement. Interact with a network of cross-functional professionals to achieve maximum motivation, collaboration and productivity.

Professional Experience

Field Service Engineer Geospace Technologies 2014-2016

Responsible for the development and implementation of a repair process and procedure for marine SRD, Navigational BIRD, and HSRD

Install, maintenance, and repair of Geospace marine products at customer sites throughout the world

Launched a comprehensive repair database, improving service and repair times.

Repair Center Supervisor Microseismic 2012-2013

Drove the development and implementation of a repair process and procedure for both cable and geophone, now used companywide.

Effectively hired and directed a 4-member staff of technicians; actively collaborated in Human Resource operation functions such as on-boarding new hires, mentoring staff and evaluating performance.

Launched a comprehensive repair database, improving service and repair times.

Corporate Manager Technical Service Mitcham Industries 2011-2012

Hand-selected to reorganize the repair facility at corporate headquarters, while also establishing repair processes for global divisions.

Ensured optimal equipment condition through the implementation of QC procedures and testing protocols.

Consistently ensured delivery of quality customer service vital to sustaining and growing a loyal clientele base.

Operations Manager HMS Global Geophysical Services 2008-2011

Entrusted to oversee HMS Division operations, transforming cost center to a profit center within the Global business portfolio.

Recruited to oversee the development of an electronic seismic repair facility, reducing company external repair costs.

Successfully consolidated electronic, geophone and cable repair operations to create a division with combined 1st Quarter 2010 revenue contribution of $1M.

Repair Center Supervisor Sercel, Inc. 2006-2008

Actively supervised 2 Customer Service Coordinators in facilitating a client-focused, service-oriented environment vital to maximizing customer satisfaction and retention.

Skillfully designed and implemented RMA processes, reducing turn-around repair time by 10%.

Timothy T. Hill

16411 Willowbank Dr • Tomball, TX 77377

281-***-**** • **********@*********.***

Technical Support Manager Production Manager Tympany, Inc. 2003-2005

Selected by management to launch a service and repair center for the organization, including RMA processes, inventory control measures, fault tracking reports, graphic representations, and technical support.

Designed a sub-assembly test environment, effectively reducing failure rate from 60% to 20%.

Served as Co-Designer of numerous production improvements through cell design and kaizen events.

Professional Experience, Cont.

Production Manager Touch Systems, Inc. 2002-2003

Senior Field Service Engineer Jordan Valley, Inc. 2000-2002

Field Service Engineer Systech Retail Systems, Inc. 1993-1998

Electronics Test Technician General Dynamics; Electric Boat Division 1989-1992

Fire Control Technician United States Navy; USS Finback 1985-1989

Professional Education & Certifications

Associate of Science ITI Technical College 1992

Concentration in Digital Electronics Maintenance (LAN/WAN)

General Prerequisites Louisiana State University 1985

United States Navy A&C Fire Control Technician, 1988

United States Navy Sub School, 1988

Technical Skills

Sercel, 408UL, 428XL and 428 E-Unite Operator, Maintenance and Repair

Advanced Electronics A and C Schools MK 117 FCS Combined Maintenance AN/BSY1

Datachecker 1700, 1800, 2001 POS Systems

SPN 216 Hewlett Packard C2858A & C2859A

Microsoft OS (NT, 2000, XP and Server 2000/2003, Linux)

Microsoft Office Suite 2010 and XP, 7

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