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Support Manager

Madison, Wisconsin, United States
October 06, 2016

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Philip Frey

** ****** ***

Madison, WI *****


Professional Summary

I have 9 years of experience in Technical Product Support over a wide range of mechanical, hydraulic, pneumatic, robotic, electrical, electronic, and refrigeration products related to dairy farm system automation. Support is provided through phone (office and mobile), online connections to remote systems, and through travel to the physical location of the facility requiring support. Previous to tech support I have 4 years of experience of component level repair of electronic controls. This includes inventory control of incoming controls for repair, and stocking of repaired controls for sale.

Skills and Qualifications

PLC Systems

Electromechanical Systems

240-480VAC, Single and 3 phase

Hydraulic Systems

Refrigeration Systems

Universal HVAC Certification

Robotics Systems

Product Support Management

Inventory Management

SQL Database Management

Office Software

Customer Support

Field Service

International Travel


Robotics Support Manager

April 2015 – Present

Boumatic/Boumatic Robotics

1919 S. Stoughton Rd

Madison, WI 53714


Provide support to customers, dealers and Boumatic engineering for Boumatic Robotics products.

• Review pre-sale plans and expectations with customers and dealers to determine suitability.

• Ensure the proper parts are ordered and delivered

• Manage site preparation and delivery of robot equipment.

• Manage installation of robot components on site.

• Perform pre-start commissioning checks for proper functionality of all robot components.

• Assist with government site inspections to obtain the approval to harvest milk with robots.

• Coordinate and manage the startup process.

• Train the customer on robot operation, maintenance, and management techniques.

• Train the dealer technicians to service and maintain the robots.

• Provide technical support for dealer technicians 24/7/365.

• Evaluate robot performance, and give feedback to Boumatic Robotics engineering for product improvements.

• Install and evaluate new features and enhancements of robot hardware and software.

Product Support Manager

February 2007 – April 2015

Boumatic – Madison, WI

Provide support to customers, dealers, and Boumatic engineers for Boumatic dairy farm automation equipment.

Create and conduct training programs for all Boumatic products.

Provide help desk phone support for all Boumatic products.

Provide online support for Boumatic automation systems.

Travel to farms when needed to troubleshoot and train on all Boumatic products.

Assist with customer orders to be sure the correct products are being ordered.

Assist with identification and procurement of obsolete products to support aging dairy systems.

Provide feedback and advice to Boumatic engineers on product weaknesses and suggestions for future enhancements.

Repair Lab Technician

September 2003 – February 2007

Boumatic – Madison, WI

Receive and evaluate returned controls from the field.

Troubleshoot and repair controls at a component level.

Test and certify repaired controls for reliability.

Package and stock repaired controls for sale as refurbished products.

Manage inventory for accuracy and demand.


Bachelor of Science – Business Administration, August 2008

Cardinal Stritch University – Madison, WI

Associate of Science – Electrical Engineering Technology, May 2003

Fox Valley Technical College – Appleton, WI

High School Diploma – May 1996

Lomira High School – Lomira, WI

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