Customer Service Operations Management

JOHN REEVES

Garland, TX ***** 443-***-**** ***********@*******.***

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C A L I B R A T I O N L A B O R A T O R Y M A N A G E R PROFILE

Strategic and goal-driven professional with years of experience in laboratory equipment calibration, manufacturing operations, current good manufacturing practice regulations, schematics, and National Institute of Standards and Technology (NIST) standards.

Expert at analyzing processes and adopting best practices to improve laboratory production and workflow. Skilled at taking corrective action on nonconforming customer issues assuring implementation of sustainable solutions. Armed with comprehensive experience in a wide range of metrological techniques as well as the A2LA 17025:2017 audit-ready metrology program. Efficient at ensuring alignment and consistent delivery of working methods for all calibration standard operating procedures. Known for strong communication, presentation, and interpersonal skills in building trust and long-term relationships with key clients and management to identify opportunities. PROFESSIONAL EXPERIENCE

TEKTRONIX IRVING, TX

TERRITORY SERVICE MANAGER,CERTIFIED CALIBRATION TECHNICIAN (CCT) 2023–2024 Lab Operations Management and Staff Supervision

Lead and manage a cross-functional team including managerial, technical, logistics, and customer service personnel to achieve business objectives in safety, operational performance, and financial goals.

Drive process improvement initiatives and implement the quality management system to enhance customer fulfillment and support business growth.

Oversee Service Center P&L, managing daily financial performance, and identifying commercial opportunities to boost revenue and profitability.

Ensure delivery of performance goals such as quality, on-time delivery (OTD), and backlog management through effective daily management and FBS fundamentals.

Develop and execute employee engagement strategies by soliciting and acting on feedback to drive continuous improvement.

Foster an inclusive environment by leveraging diverse skillsets and viewpoints to optimize organizational design and performance.

Partner with Fluke business and operations organizations to continuously improve service delivery and operational efficiency.

Utilize FBS tools for problem-solving and process-based countermeasures to address high-priority issues. ROHDE & SCHWARZ BALTIMORE, MD

SYSTEMS SUPPORT MANAGER,CERTIFIED CALIBRATION TECHNICIAN (CCT) 2021–2023 Lab Operations Management and Staff Supervision

Provide feedback to Product Managers and any other development teams

Demonstrate technical capabilities and provide technical feedback to the servicing lines

Responsible for the Inventory, System Administration and Induction team performance

Provide input for planning committees on new field-serviceopportunities related to parts and tooling logistics/movement/storage

Establish close working relationship with Depot Service andSupport Service managers for developing inventory and logisticssupport plans as relates to service activities Equipment Calibration

Provide basic hardware/software test engineering support to meet customer challenges

Document and report unexpected product behaviors to relevant ProductManagers

Troubleshoot technical issues to determine root cause and determine appropriate solutions

Document and deliver incident reports to relevant sales, service and product management team members JOHN REEVES

Garland, TX 75040 443-***-**** ***********@*******.*** Page 2 of 4

Perform hardware and software installations and upgrades as applicable

Responsible for > $15,000,000 in calibration lab standards Data Documentation and Administration

Contribute to the creation of technical content including white papers, application notes

Create and edit Standard Operating Procedures to improve lab efficiency and increase work flow

Provide cross-functional support to product line managers, metrology and admin Regulatory Compliance

Observe compliance to widely known metrology standards by regularly auditing product/service output by technicians

EISAI, INC. BALTIMORE, MD

SENIOR METROLOGY TECHNICIAN, CCT 2020–2021

Lab Operations Management and Staff Supervision

Spearhead all facets of Precision Metrology Laboratory operations

Render support with regard to equipment startup and project implementation

Maintain involvement during impact assessments and assisted with the selection of best instruments to meet lab needs

Guide staff to hone their capabilities to support calibration projects and supervise junior metrology technicians Equipment Calibration

Conduct scheduled calibrations on equipment, instruments and systems in the facility within Manufacturing, Packaging, Quality Assurance, Quality Control, Validation, and Support areas. Thus, ensuring calibration lab profitability

Carry out various responsibilities including schedulinginstrument calibrations that support facility, laboratory, and production operations to guarantee GMP compliance, and equipment/process reliability

Conduct in-depth instrument failure analyses and diagnosticsresulting in instrumentation upgrades and/or installations

Contribute to the validation function which involves operating, testing and calibration of equipment and associated systems, along with pre-calibration and post-calibration of data logging systems Data Documentation and Administration

Take charge of guaranteeing the recordkeeping of calibration data in line with best documentation practices and maintenance in the calibration database

Apply the correct documentation for all completed tasks Regulatory Compliance

Administer the Metrology program which involves preparation and revision of standard operating procedures while acting as the subject matter expert during inspections and audit

Observe GMP compliance by revising the standard operating procedures TAI ENGINEERING LINTHICUM, MD

CALIBRATION LABORATORY MANAGER, CCT 2019–2020

Lab Operations Management and Staff Supervision

Lead all assigned technical and operational personnel in alignment with the company’s business plan; oversee the continuous operation and improvement of an audit-ready ISO/IEC 17025:2017 lab

Functioned as the key resource for customers, technicians, account managers, vendors, technical support, andthe Executive Team

Developed capabilities of the staff to work on calibration projects Equipment Calibration

Demonstratedtechnical and analytical skills to ensure optimum equipment, accuracy, operation, and reliability JOHN REEVES

Garland, TX 75040 443-***-**** ***********@*******.*** Page 3 of 4

Played a key role in growing the calibration lab accounts for TAI’s precision lab while guaranteeing calibration lab profitability

Created and implemented strategies toward business development growth

Develop calibration procedures for the laboratory TRESCAL BOONTON, NJ

CALIBRATION LABORATORY MANAGER 2017–2019

Calibration Laboratory Operations Oversight

Managed staff working on technical and operational aspects in support of the company business plan and continuous implementation of theISO/IEC 17025:2017 standard

Guaranteed on-time work completion of the team through workload management

Keenly evaluated and monitored the production and performance of laboratory and technical staff

Generated reports to be submitted to the director of operations

Assumed full accountability for facilities and services management related to expenditures and scheduling of calibration supplies, vehicles, facilities maintenance, cleaning services, and calibration standards Strategic Planning and Implementation

Successfully implemented corporate policies and procedures

Attended management meetings and presided over lab meetings to foster effective interpersonal communications and process improvements

Provided constructive input for strategic planning

Worked on the marketing and sales strategies to assist the Sales Department Staff Supervision and Development

Held responsible for interviewing and hiring staff as well as enforcing disciplinary action and meritincrease dissemination

Set and coordinated programs to ensure the readiness of employees to work in line with processes and procedures toward personal growth, improved customer support, and reduced turnaround time

Drove improvement in technical capabilities to scale business and increase service offerings Laboratory Quality Assurance

Collaborated with the director of quality to guarantee that all technical staff understood and complied with Trescal’s Quality Systemsin relation to increasing the laboratory’s accredited capabilities and expanding business opportunities

Sales and Customer Relations

Cultivated and strengthened relationships with clients to meet their service needs, delivery methods, and scope of work

Assisted with quotations for laboratory capabilities, scope of work changes, and equipment acquisition

Supported customer service to provide appropriate quotation and resolution to technical customer feedback SIMCO ELECTRONICS DULLES, VA

SENIOR CALIBRATION TECHNICIAN 2010–2017

Lab Operations Management and Staff Supervision

Fulfilled the role of primary onsite technician for the Dulles Laboratory; providing direction, resources, and optimization efforts to assist junior technicians while maintaining profitability, accuracy and quality Equipment Calibration

Created and assessed calibration systems measuring characteristics of objects, substances, or phenomena as well as luminous intensity and derived units of physical and/or dimensional measurement JOHN REEVES

Garland, TX 75040 443-***-**** ***********@*******.*** Page 4 of 4

Determined the magnitude of error sources contributing to the uncertainty of results to identifymeasurement process reliability in quantitative terms

Handled the redesign or adjustment of measurement capability to minimize errors

Determined the IM&TE out-of-tolerance conditions and performed corrective action through adjustments, component replacement, and correction factors

Calibration Regulatory Compliance

Set calibration procedures and methods in accordance with comprehensive specifications, detailed blueprints and technical requirements

Applied the existing calibration equipment, standards, and techniques to complete unique measurement tasks

Verified traceability of standards and compliance with published standards and guidelines by conducting technical audits of the calibration laboratory

Developed, implemented, and managed the calibration laboratory's quality systems in adherence to published standards and guidelines

Data Documentation and Administration

Thoroughly assessed measurement data to determine identifying abnormalities, trends and/or to predict future values

EARLIER POSITIONS HELD:

DAVIS CALIBRATION/TEKTRONIX TIMONIUM, MD

SENIOR CALIBRATION TECHNICIAN

PHILIPS BROADBAND NETWORKS MANLIUS, NY

TEST ENGINEERING SUPPORT TECHNICIAN III

ADDITIONAL EXPERIENCE

UNITED STATES NAVY/LOCKHEED MARTIN WALLOPS ISLAND, VA FIRE CONTROLMAN 2ND CLASS/TECH FIELD VIII RANK E5 Equipment Maintenance

Performed preventive and corrective maintenance on the AN/SPY1A multifunction, phased array, three- dimensional air, and surface search RADAR

Completed fault isolation, tests, alignments, and repairs to individual pieces of equipment EDUCATION AND CREDENTIALS

BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT, In Progress University of Phoenix Tempe, AZ

BACHELOR OF SCIENCE INELECTRICAL ENGINEERING, In Progress Rochester Institute of Technology Rochester, NY

CERTIFIED CALIBRATION TECHNICIAN: Valid Until: Dec 2022 American Society of Quality (ASQ CCT)

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