Manager Customer Service

PROFESSIONAL SUMMARY

Experienced Engineering Technician and Repair Coordinator with a strong commitment to quality and customer satisfaction. Proven aptitude in trouble shooting various medical imaging devices in a timely manner.

SKILLS

Experience working with FDA, ISO, GMP and MDD guidelines.

AS400, Fourth Shift, SAP and Navision systems

Microsoft Office Programs

UPS Online and Wordship

Project management

Team liaison

Process implementation

Microsoft Dynamics Navision

Troubleshooting

EXPERIENCE

Laborie Medical (Formally Cogentix Medical and Vision Sciences), Orangeburg, New York

Manufacturing Engineering Technician, 1/17- Current

Sustain the repair process and aid customer service representatives to achieve production targets and customer satisfaction.

Assist with root cause investigations for non-conforming materials.

Test and troubleshoot equipment such as Endoscopes, Video Processing Units, and UV Curing Systems.

Ensure that there is compliance with OSHA standards and manufacturing polices on the production floor.

Recommend and implement process and facility improvements.

Support manufacturing engineers by creating engineering change notifications documentation for process improvements and CAPA actions.

Assisted in cataloguing production equipment/ tools and determining preventive maintenance requirements.

Sustain critical preventative maintenance activities for relevant production equipment/ tools.

Generated preventive maintenance procedures for equipment such as fume extractors and water baths.

Organize new industrial scope projects with engineering, sales and marketing, and manufacturing teams.

Senior Repair Center Coordinator, 10/05- 1/17

Prepared periodic analytical and progress reports for the senior management, customer service and sales teams.

Performed root cause investigation and failure analysis on returned units and generated estimates based on repair recommendation.

Processed all purchase requisitions for the disinfection area and managed inventory of disinfection supplies.

Supervised and assisted the repair technicians and repair coordinator on a daily basis.

Assumed the repair manager's duties in the repair manager’s absence.

Repair Center Coordinator/Finished Goods Coordinator/Material Control Coordinator, 10/05-1/14

Prepared and reviewed repair estimations for customers by disassembling and troubleshooting scopes and documenting failure analysis and route causes during the estimation process.

Prepared all finished goods orders for the shipment department.

Conducted all quarterly and yearly inventory counts and assisted with audits.

Prepared and picked parts for repair and merchandise orders in a timely manner.

PDI Nice Pak, Orangeburg, New York

Quality Assurance Finished Goods Coordinator, 5/04 – 10/05

Performed SOP and GMP compliance review on production documentation from the beginning to end stages.

Run daily reports for release of finished goods products and process accountability reports for release of Quarantine products.

Stryker Corporation, Mahwah, New Jersey

In-process Inspector, 10/03 – 5/04

Distributed finished goods and processed items into inventory to the specified location using a “Symbol RF” scanning gun.

Considered top ten of staff for inventory placement accuracy, speed and reliability.

Kontron Medical, Mahwah, New Jersey

Quality Assurance Inspector/Customer Service and Repair, 10/01- 10/03

Responsible for running quality assurance tests on incoming/outgoing systems received.

Managed all aspects of customer support in the United States.

Assisted customers, dealers and vendors by troubleshooting equipment and user application errors and was responsible for all domestic repairs on ultrasound units.

Created and implemented all procedures and test documentation.

Sound Imaging Corp., Englewood, New Jersey

Service Engineer/Assembly Manager, 4/97- 10/01

Responsible for all aspects for repairs on all ultrasound units.

Created and implemented procedures and checklists.

Handled customer service complaints and trouble-shooting questions.

EDUCATION

Diploma: Electronic Technology/Computer Repair

Dover Business College, Paramus, New Jersey

Certified training in ATL and Acuson ultrasound systems at “Western Diagnostics” and Kontron Medical ultrasound systems.

REFERENCES

Available Upon Request

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