Customer Service Technical Support

Pal S Hayer

**********@*****.***

Cell: 916-***-****

Summary of Qualifications

•Experienced in business development, technical support, product development and

International sales experience in the elevator industry for the past twenty years.

•Qualified in performing all aspects of controller related field work, including:

•Adjusting

•Troubleshooting

•Training

•Managed fifteen technical support specialists, promoted quickly from control production to technical management.

•Extensive Technical Call Center experience along with management and managing employees.

•Heavy involvement in direct customer service with high-level interaction.

•Primary driver for key technical product improvement projects including quality assurance,

Failure analysis and product redesign for maximum customer satisfaction.

•Led a global sales organization coordinating sales and business development activity internationally.

•In depth knowledge of PV Inverters, VVVF Drives, PLC & Servo equipment.

•Extensive experience in managing customer accounts and employees.

•Expert is video editing, salesforce and Marketing.

•Working in various electrical projects including Project Management.

•Experienced in performance testing along with routers are switchboards.

Professional Experience

Feb. 2023 – June 2024 Security Officer/Store Manager Smittys Conoco

Yakima, WA

•Managed day to day operations in the Store.

•Depending on the store needs, managed the store inventory as needed.

•Responsible for detecting any suspicious behavior and preventing vandalism on the store premises.

•Ensuring that we have proper staffing needs met for the regular store hours.

Aug. 2021 – June 2022 Engineering Technician Paragon

ElDorado Hills, CA

•Provided support R&D and assemble products based on initial drawings and supporting design engineers.

•Provided support for engineering team by assembling new prototypes.

•Trained and assisted new technicians joining the engineering team.

•Testing the initial products of the new Production run torquing the new sub-assemblies based on the initial specifications.

Jan. 2021 – June 2021 Field Engineer - Renewables Construction Innovations

Rancho Cordova, CA

•Responsible for receiving all the field arrival material including inspection and signing off on delivery documents.

•Training the new hires on electrical safety and power electronics.

•Ordering all the material from the factory after reviewing the drawings and design guidelines.

•Maintaining all in the field inspection and coordinating all customer communication based on their concerns and job site updates.

•Reviewing all technical updates as they get revised and keeping yourself updated on Engineering updates and change orders.

•Ordering and Coordinating all change orders with Project manager’s team and keeping track of any delivery updates and keeping the field superintendent updated with any prospective changes with the delivery schedule.

Jun. 2018 – May 2019 Field Service Engineer YaskawaSolectria

Lawrence, MA

•Responsible for field visits and upgrading and/or servicing PV inverters from 3.8KW to 750 kW ratings.

•Training the new hires on electrical safety and power electronics.

•Utilizing the escalation process to resolve customer service delivery issues.

•Maintaining tools and test equipment and ensuring they are properly calibrated.

•Documenting all the findings and service notes in Salesforce and customer reporting needs.

•Coordinating training efforts and providing customer feedback to the factory engineering team for constant improvements with hardware and firmware.

•Worked with battery back up systems and accessories.

•Used logic analyzers, digital multimeter and oscilloscope for troubleshooting.

•Installed different operating systems, software drivers and software applications.

Nov. 2014 – Jul. 2017 Product Manager MCE/Nidec

Rancho Cordova, CA

•Responsible for writing all the technical bulletins on the existing products for customer communication.

•Launching new products in and provided field assistance.

•Marketing new products and providing technical sales training.

•Develop and manage viable “go to market” plans across technical teams (primary developers/mod engineers/tech support/field engineering) to meet market demands and company goals.

•Contributes to organizational learning by conducting lessons learned, continuous improvement and sharing information with the Customer Service organization.

•Adheres to respective guidelines (e.g. tax regulations, Export Control, EHS).

•Expert is video editing, salesforce and Marketing.

•1-3 years of similar work experience preferred. Job will also focus on applying and expanding acquired knowledge base.

•Market product lines by targeting specific projects jobs and creating an overall awareness within the elevator industry.

Dec. 2010 – Oct. 2014 Director - International Tech. Sales MCE/ Kinetek Indus, Inc.

Rancho Cordova, CA

•Managed consolidated global sales plan of $87M (USD) for two US based and two China based operating companies.

•Worked as a Account Manager to Support the existing customers and their day to day activities.

•Directed thirteen area managers to achieve/exceed forecasted business plans.

•Analyzed regional markets and developed segmented product offerings to ensure profitable top and bottom line growth.

•Successfully changed market channel strategy from distribution model to direct selling model.

•Expert is video editing, salesforce and Marketing.

•Worked on various electrical projects including project management.

•Managed new business operations in UK, Australia, Dubai, UAE and Istanbul, Turkey.

•Managed global partnership relationships with multi-national corporations including Otis, ThyssenKrupp, and Schindler Elevator.

Jan. 2004 – Nov. 2010 Director – Technical Services Motion Control Engineering

Rancho Cordova, CA

•Extensive Technical Call Center experience along with management and managing employees.

•Retained my duties as a Technical Lead and took on additional responsibilities specifically designed to drive product improvement throughout the company. MCE’s R&D department had traditionally filled this role, but staffing pressures and an increase in their focus on our new product line led the President of MCE to create this position for me to lead the Product Sustainment team and improvement function within MCE.

•Led cross functional teams in product improvement projects designed to categorize, track and solve known problems in software and hardware re-engineering currently produced products.

•Traveled extensively to job sites to properly diagnose and resolve technical problems in hardware and software.

•Over a six month time-frame, my teams were able to implement reliable fixes for all known existing design problems with MCE products.

•Implemented feedback mechanisms within technical support and the returned materials department in order to insure future problems are caught in very early stages be addressed proactively.

•Responsible for communicating all problem solutions with customers by technical bulletin, verbal presentation or other methods necessary.

May 2002-Jan 2004 Technical Lead Motion Control Engineering

Rancho Cordova, CA

•Responsiblefor coordinatingactivitiesof15 technical support technicians while providing upper level support.

•Leadership within division responsible for all telephoneandfield technical support, call center activities, aswell asdeliveryofall other servicessuch aspartssales,engineeringchanges, etc. early 2002, I was chosen from among my peers to fill the role of technical lead within the technical support department.

•Reported Directly to General Manager of MCE Services Division.

•Provided upper level escalated troubleshooting when technicians were unable to solve/diagnose problems.

•Worked on DMM, Oscilloscopes, logic analyzers and other electronic equipment.

•Traveled extensively to global projects to assist contractors with installation, adjustment, and troubleshooting of MCE control systems.

•Worked with all aspects of elevator installations related to control systems, motors etc. in order to achieve optimal ride quality, performance and reliability.

•Responsible for intra-department communication of all technical information, training and support.

•Communicated directly with customers’ management personnel to solve field issues.Managed special projects for the General Manager of Services Division.

Sept. 1999-Mar. 2002 Technical Support Technician Motion Control Engineering

Rancho Cordova, CA

•Provided on-site installation, adjustment and troubleshooting help for elevator contractors.

•Provided extensive over the phone troubleshooting.

•Trained and assisted existing and new technicians joining the Technical Support team.

•Quickly assumed responsibility as one of the premier “on-call” technician in the department of 15.

•Worked on DMM, Oscilloscopes, logic analyzers and other electronic equipment.

•Responsible for the 24-hour support line, providing on call after hours and weekend support to customers with emergencies.

•Participated in weekly hot problems advisory group working to resolve more difficult field issues.

•Got cross traing as Accounting Recievable and Payable roles for up to 4 hours a day for 3 months.

Aug. 1997-Sept. 1999 Production Test Technician Motion Control Engineering

Rancho Cordova, CA

•Performed complete system testing of control systems prior to shipment to customers.

•Resolved controller/engineering issues in Test Dept.

•Responsible for training new-hire technicians and engineers on safety procedures and job functions.

EDUCATION

•Associate Degree from JR Govt. Polytechnic Hoshiarpur PB 1991

•Bachelor Degree of Science 1995, Punjab University, (Punjab, India)

•Major: Electrical Engineering

REFERENCES

•Available upon request

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