Technical Service and Support
Resume:
Robert W. Monroe
Dacula, Georgia 30019
770-***-**** Home
770-***-**** Mobile
**********@*****.***
SUMMARY:
Senior operations expert and program leader with deep experience in engineering, customer engagement, technical service, and manufacturing. Proven track record delivering results through diverse, cross functional program teams, including those with third-party involvement and significant customer engagement.
Successful record of achievement, strategically implementing managed services
Extensive experience in Product, Project, and Manufacturing processes, and Quality Controls.
Strengths include Product and Technical Service Management, Contract Negotiations, with Accountability to P&L financial objectives.
Enthusiastic leader with a proven ability to effectively build strong relationships throughout the complex matrix enterprise oriented organizations, from manufacturing thru to Operations and Engineering
Ability to perform at high levels in continuously challenging and changing fast pace environments
Dedicated to efforts targeting customer growth and satisfaction
Expertise in strategic planning, competitive analysis, and product launches of many advanced technologies.
EXPERIENCE:
Samsung Electronics America, Ridgefield Park, NJ
Director of Technical Service Nov 2007 – Jan 2019 Manage National Engineering Service and Support Engineers, supporting multiple broadband product lines used in the Telecommunication industry
Managed Field Engineering teams, with 6 direct reports, to service and support multiple Broadband product deployments, providing Installation, Maintenance, and Technical Support services.
Trained SEs on troubleshooting of RF Networks using Wi-Fi, Network, and Spectrum Analyzers
Managed and Negotiated contracts for reverse logistics with a focus on Depot Repair Center operations, and Service Level Agreement services, reducing OpEx year over year.
Oversaw product management and worked closely with R&D engineering and product development teams, increasing the speed to market for customer deployments, which directly increased product sales.
Controlled New Product Introduction efforts to meet customer testing, training, and installation requirements.
Created reliability-centered Quality analysis reports to improve quality across all product models.
Performed audits of international manufacturing facility processes, to confirm adherence to industry ISO9001 / TL9000 standards, and Samsung QMS systems, including sub-vendor manufacturing facilities.
Assisted in critical design reviews, and product readiness reviews, to ensure operational specs and test vectors according to customer requirements and industry standards, which reduced production line and NPI Testing failure rates.
Worked closely with Manufacturing QC teams to ensure we meet customer quality standards according to MIL-STD-105 (ANSI/ASQ) testing standards, and AQL levels Scientific Atlanta, Duluth, Georgia
Sr. Application Engineer Jan 2007 – Nov 2007
As an integral part of the overall sales opportunity and proposal development team providing a services point of view to the Sales team; helping to formulate specific customer sales plans.
Generate Scope of Work responses for RFI and RFP for Broadband Networks.
Assist in new product deployments and services to meet emerging technologies such as Digital Simulcast, Switched Digital Video, and other advanced network architecture deployments.
Performed Margin analyses of system design, development and certification as it applies to IPTV, Satellite, and HFC broadband Networks during the proposal process. ATX Services Inc., Atlanta, Georgia
VP of Technical Services Jan 2000 – Jan 2007
Integral partner in a Start Up Company to support Service Providers Voice, Video and Data product deployments.
Negotiate and managed multiple Installation and Service contracts with the Top 3 telecommunication Service Providers, increasing revenue to over $40 million within 3 years.
Coordinated all system start-ups, from Office / Warehouse space, to hiring and training of service technicians, to ensure adherence to NEC and other state and local codes
Planned, Developed, and Installed Integrated Digital Simulcast System
Project managed multiple MDU Network System projects.
Trained personnel to properly Install and Troubleshoot, Voice, Video and Data Services, over RF Networks, using Spectrum and WiFi network Analyzers.
Prepared and Managed capital and operating budgets as it applied to the Services and Digital Product deployments
Managed a workforce of over 250 field personnel with 8 direct reports. UNITED STATES AIR FORCE
(Honorable Discharge, Sergeant)
(Avionics Communication / Top Secret Clearance)
LICENSES & CERTIFICATIONS:
Automation Anywhere Certified Advanced RPA Professional
Agile Scrum Project Management Methodologies
Product Management Building a Product Roadmap
Low Voltage State of Georgia LVG105160
EDUCATION: A.A.S. in Electrical Engineering Technology, Orange County Community College, NY
SKILLS: Microsoft Office (Word, Power Point, Excel, Visio, Access, Outlook)
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