Field Service Engineer
Resume:
SHAWN WIRTZ
Albuquerque NM, 87120
***********@*******.***
CAREER OBJECTIVES:
To obtain a position in a high-energy environment where my skills and talents will be fully utilized and valued. To share my customer-driven motivation to help advance the quality of service given and increase the knowledge base of our employees and customers alike.
SKILLS: Ability to foster and sustain interpersonal relationships with internal, global and external stakeholders
Excellent troubleshooting skills
Proven leadership ability
Strong communication, influence, conflict management and negotiation skills
Excellent written and oral communications skills
Extensive knowledge of internal systems and business processes
WORK EXPERIENCE:
Ventana Medical Systems, Inc., Tucson, AZ September 1995 – June 2014
Roche Diagnostics. Indianapolis, IN June 2014 - Present
Position: Senior Field Service Engineer January 2022 – Present
Manages customer accounts at a level that promotes goodwill, confidence and credibility in order to exceed customer expectations in terms of product, service, and support quality
Identifies revenue generating and cost saving opportunities, implements the Roche Diagnostics service agreement policy, and seeks out opportunities to market service contracts to existing customers
Mentor to field service engineers and acts as third level support
Provides routine technical support to customers on operational and maintenance aspects of system equipment
Performs on-site service, repair and/or installation of company products - This may include any aspect of field support and is not limited to mechanical/system hardware and software, networking/wireless networking
Position: RDC Trainer/designer Customer & Support August 2012 – January 2022
Conduct Service Engineer Training for newly hired Roche employees and customer BEMT
Mentor to Service Engineers and Applications Specialist
Develop training material
Provide field-based training and recertification activities through joint travel with field personal
Conduct Applications Technical Training for newly hired Ventana Personal
Develop and publish technical communications of latest product and applications updates
Act as source of expertise, providing World Wide Marketing with direction of product development
Provide informal guidance to Technical Applications and Engineering Specialist in the field
Supervise internal projects for Commercial Education.
Position: Product Support Engineer August 2006 – August 2012
Investigates customer histology applications and hardware complaints
Provide feedback and training to customers, FSE’s and wide variety of other in-house personnel
Conducts experiments to investigate customer complaints
Act as Field Support Engineer as well as 2nd and 3rd level support
Collaborates the outcome of customer and internal complaint
Create and maintain monthly complaint metrics on all platforms.
Position: Technical Consultant February 2005 –August 2006
Provide superior technical support to all customers and field employees.
Represent as Field Service Engineer at customer sites
Train Field Service Engineer and Technical Applications Specialist on products
Train customers and other internal and external technical consultants on products
Ensure all documentation is with-in FDA, GMP, and VQS guidelines
Guarantee the correct parts are being delivered to the proper customer sites
Position: Engineering Technician Nov 2000 - February 2005
Responsible for performing maintenance on all Research and Development instruments
Assist in the development of new products by building and testing prototypes
Acts as Field Service Engineer for the launch of new instrument product lines
Trained Instrument Manufacturing Technicians, Assembler and FSE’s on new products
Assisted in development of Manufacturing’s assemble line
Assist engineers and scientists in instrument troubleshooting applications
Perform off-site troubleshooting and technical support for customers and R&D
Support other departments (i.e. Customer Care, Manufacturing, Field Service) by offering troubleshooting and technical assistance
Position: Manufacturing Lead Technician June 1996 – Nov 2000
Immediate supervisor of production technicians and assemblers in six separate product lines within Manufacturing Department
Responsible for training all technicians and assemblers within Manufacturing Department
Provide on-going training to production technicians and assemblers and outside staff
Responsible for maintaining instrument production flow while performing production technician duties
Collaborated with Quality Control, Purchasing Dept. and R&D to ensure instrument readiness
Confirm all documents, procedures, and assembly drawings meet FDA standards
Immediate contact with various stakeholders
Position: Technician Intern September 1995 – June 1996
Maintain adequate inventory of parts required for upcoming projects
Assemble instruments
Perform functional test on instruments and train other assemblers
Assist shipping and receiving department as needed
Southwest Circuits, Tucson, AZ June 1994- June 1995
Position: Shipping and Receiving Clerk
Packed and shipped all circuit boards to customers
Received all incoming materials and chemicals
Worked in all other departments as needed
United States Navy August 1989 - June 1994
Position: Quartermaster Rank E-4
Assist Navigator in all navigational duties
Training Supervisor for Navigational Department
Ensure all navigational charts properly maintained
EDUCATION:
Roche Diagnostics
Make Your Mark as a Leader September 2018 -September 2019
Leadership Architect September 2018
Situational Leadership workshop August 2018
University of Phoenix March 2018
Bachelor of Science in Business with concentrations in Management
Coursework in Business and Communications
Coursework in Marketing
Coursework in Manufacturing Operations
Coursework in Supply Chain Management and Logistics
Coursework in Fundamentals of Inventory Control
Various Ventana Hardware Training 2008 - 2020
Various Ventana Applications Training 2005 - 2020
Ventana Technical Application Specialist Training, Tucson AZ March 2007
ITT Technical Institute, Tucson, AZ September 1996
Associate of Applied Science, Electronics Engineering Technology
Rincon High School, Tucson, AZ May 1989 Diploma
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