Customer Service Manager

John Lee

**** ******** ***** • Memphis, TN *****

901-***-**** • ********@*****.*** 901-***-****

Objective

To work within an engineering environment that provides continual professional and intellectual challenge through creative problems solving. To manage and apply my technical knowledge and skills to a range of engineering projects that can help to improve the efficiency and competitiveness of the company.

Profile

IT Services Ten years of management skills

ISO 14001:2004 & ISO 9001:2008

Trainer and recertification of work instruction

OSHA Training on Environmental Element

HVAC EPA License (83D9F670E16AB641)

Microsoft Office Products

S & P, Baan, Atlas Training

COGS Improvement through analytical data

FCC License (Engineering Platform)

Lean and Six Sigma training

Professional Experience

Service Manager GENCO Jun 2011 – Present

Troubleshoot problems for teammates, provide recommendations for problem resolution;

Replacement and installation according to problem diagnosis and repair/replacement recommendation.

Diagnoses causes of production problems (e.g. audio-visual equipment, Tools, 2-WIRE, CCL, screen clean, etc.)

Maintains Production systems and equipment for the purpose of ensuring the availability

Performs routine and preventive maintenance for the purpose of ensuring the ongoing functioning of electrical systems.

Communicates with staff, administration and outside agencies for the purpose of receiving

Informs personnel regarding procedures and/or status of work orders (e.g. changes in codes, reports deficiencies,

Prepares documentation (e.g. repair status, reports, safety logs, etc.) for the purpose of conveying information

Requests equipment and supplies for the purpose of maintaining inventory

Maintenance of records on installation, repair, and replacement of parts and equipment

Identification of companies' telecommunication needs

Research on the latest advances in telecommunication technology

Consultation with vendors and salespeople to discuss new products and upgrades

Development of a company's telecommunications policies

Learned Technologies over 10 years: VoIP telephone systems, Voice mail, Network infrastructure

Director of Repair Consultant ATM GEEKS Sept 2012 – Jan 2015

Coordinating and managing all assigned functions (including Materials, Repair, Quality, Test, etc.) to assure profitable contract compliance and performance to customer and company standards and expectations.

Initiating and maintaining a good working relationship with the customer. Responding to customer questions and inquiries in a prompt, courteous and effective manner. Communicating with management on customer service topics and general feedback. Develop and implement an “in-service” training program

Directing all policies for the start-up operation. Building a management team in line with the business needs. Hiring a management team, motivating the entire organization and creating a fun, energetic and successful organizational culture. Provide performance reporting and goal achievements to management team

Repair Depot / Facility Manager ATM GURUS Sept 2009 – June 2011

Implement and monitor individual education program for each bench technician.

Ensure electronic skills and certifications on equipment are maintained.

Develop and implement an “in-service” training program

Develop and implement individual and group goals for productivity and performance.

Provide performance reporting and goal achievements to management team

Provide profit and loss matrix by repair product to management team

Provide measureable productivity improvement

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Operations Manager Flextronics Jan 2002 - May 2009

Supervise a team of 140 techs.

Ensure all facility equipment is maintained up to Flextronics standards.

Ensure plant is in compliance with all federal and state regulations along with company policy and procedures.

Develop and continuously analyze budget versus planned forecast and report monthly or as needed.

Develop workforce through supervision, coaching, and training.

Ensure all plans and strategies are effectively communicated throughout the department.

Review, alter, and approve all departmental scheduling issues

Manage customer service and personnel issues.

Assist in the selection of prospective new hire employees

Supervise a staff of four production supervisors

Knowledge of Baan, Atlas, Kronos, Office and Excel

John Lee

2957 Homewood Drive • Memphis, TN 38128

901-***-**** • ********@*****.*** 901-***-****

Professional Experience

Network Supervisor Motorola (Jabil Global Service) May 2001 - Sept 2002

Trained and lead a team of Engineers.

Created and updated work orders, work instructions and work processes.

Determines proper maintenance procedures to repair and return systems and components to maximum effiency.

Diagnose malfunctions and recommend corrective actions

Repair, upgrade, install ground equipment

Repair and Install network cables and computers

Write daily reports using Excel

Perform routine maintenance, pm and calibrations.

Install and altar RF testing equipment to include Motorola testing equipment.

Checks installed and repaired components to ensure compliance with technical publications and directives.

Evaluate requirements and prepare quality deficiency reports.

Network Lead Engineer Motorola (Jabil Global Service) August 2000 - Sept 2002

Lead Engineers on various repair projects

Trained and lead a team of 20 techs

Responsible for analyzing the root cause and repairing component and using O’scopes, Spectrum Analyzer, Mulit-meter and various diagnostic test routines.

Solved maintenance problems using wiring diagrams, schematic diagrams.

Repair and altar conveyor belts to include lubrication and technical publication by analyzing operating charateristics of electrical and environmental system.

Lead Aircraft Electrical System Craftsman USAF – Beale AFB July 1996 - June 2000

Inspect, analyze, troubleshoot and maintain electrical and environmental systems, associated components, subsystems, and test equipment.

Advises on problems operating and maintain electrical and environmental systems, associated electronic components, subsystems, and test equipment.

Solve maintenance problems using wiring diagrams, schematic diagrams, and technical publications by analyzing operating characteristics of electrical and environmental systems.

Education

Associate Degree - Management University of Management and Technology (UMT) 2007

Embry Riddle University FCC License 1997

RF, Radio Repair & Remote RF Motorola Certification 1998

Electronics & Electrical Environmental Degree USAF CCAF 1998

Wireless Technology Certification Motorola 2000

Technical Degree 4yrs Electrical & Environmental Specialist

Technical Degree Focused:

Electronic & Environment System Maintenance

Control/Warning System

Press/Air Condition System

Facility Repair

Electrical System

Electrical Power Gen/Distribution

Electrical Fundamentals

Maintenance Data Collection System

Advance Maintenance Management

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