Customer Support Controls Technician
Resume:
David Ducsai
**************@*****.***
North Aurora, Illinois
OBJECTIVE
A position utilizing my experience and expertise in an industry that promotes individual growth and stability as well as company success. I have many years of experience with machine building, service, sales and leadership. Building strong cohesive support and service teams.
PROFESSIONAL EXPERIENCE
Trane Technologies / Commercial HVAC
June 2021 – Present Area Service Manager
Daily management of Field Service Technicians throughout Northern Illinois.
Devised and implemented new collaborative and efficient structure.
Coach and mentor technicians, dispatchers, and administrators.
Improved and simplified communication between, techs, office and customers.
Implemented new workflow with Sales and Service to improve communication.
Set up new training program for techs which improves quality and development.
Responsible for P&L, controlling cost, burden labor rate, service agreement compliance and pricing of labor.
Streamlined fleet management and reduced cost.
Assists in continuous improvement for Center of Excellence.
Responsible for customer satisfaction and visit customers to gain feedback. Fluid Air Div. of Spraying Systems Co.
April 2020 – June 2021 Director of Field Engineering
Oversee all aspects of Field Engineering operations.
Teambuilding and coaching.
Implemented more efficient work order application.
Developed training program and assigned leadership roles.
Implemented support pipeline for Field Engineers and Customers.
Implemented customer support system that cut response time by 35%.
Works with Engineering and Manufacturing on developing testing process.
Works with Sales on marketing and selling services.
Responsible for ensuring that customer orders are tested, properly crated and shipped in a timely basis.
Implemented customer survey to measure satisfaction.
Responsible for establishing communication with customers, company Sales Reps and marketing leaders.
Work on continuous improvements to the center performance.
Responsible for supporting and communicating any company program such as Manufacturing Objectives, ISO 9000/2000 & 14000, 20 Keys program, etc. Mitutoyo America, Aurora, IL
March 2000 – April 2020
January 2016 – April 2020 National Field Service Manager
Daily management of Supervisors and Field Service Engineers throughout the country. Department of 82 personnel.
Direct the Administration Supervisor and all administrators in scheduling, quoting and billing.
Oversee all aspects of department operations including: quota, scheduling, customer satisfaction, quality, technical information, personnel and training.
Train and Direct Supervisors and Trainers.
Write and implement Standard Operating Procedures.
Implemented work order and customer support applications.
Teambuilding and coaching.
Responsibilities include MBO, planning, pricing, budgeting, employee development, hiring of new personnel, supporting of customers, Sales and technical staff.
Advisor to Sales group on post sale support, marketing recommendations and technical training of sales team/customers.
Assist in planning, setup and attending trade shows.
New process and procedure development.
Adhere to Quality System and A2LA Scope of Accreditation.
Presentations to Customers, Employees, National and International Committees.
New product technical training and service documentation.
Improved sales of service through promotions and marketing.
Consistently met Sales Goals and Annual Quota.
Increased Division Profit by 19%
Increased Customer Satisfaction by 15%
Products include: Capitol Measuring Instruments and Machinery. March 2012 – January 2016 Field Service Supervisor
Directly supervise 25 Field Service Engineers throughout the country.
In depth customer support and resolutions to open issues.
Assist and direct with all administration and technical support.
Train engineers and audit for quality system.
Write and implement Standard Operating Procedures.
Products include: Form Measuring Instruments and CNC Controlled Vision Measuring Instruments. October 2010 – March 2012 Application Engineer / Sales
Product demonstrations and Application studies. Sales assistance, part workups, and hardware / software recommendations. Part Programming, Customer and sales personnel training. Technical support and product improvement recommendations.
Products include: Form Measuring Instruments and CNC Controlled
Vision Measuring Instruments.
March 2000 – October 2010 Senior Field Service Engineer
Installation, Calibration per A2LA Accreditation, Troubleshooting and Repair of Precision Measuring Instruments. PC Installation and Upgrades. Technical Training of Customers and Service Engineers. Technical Support, Writing technical documents and calibration procedures.
Sell Service Contracts, Upgrades and Accessories.
Products include: Form Measuring Instruments and CNC Controlled Vision Measuring Instruments. Revlon Inc., Edison, NJ
February 1993 – January 2000 Controls Technician / Machinist 1st Class
Machine Assembly, Electrical (wiring, controls, PLC and diagnostics), Pneumatics, Troubleshooting, Manual Machining, CNC Machining (Okuma Control) and Equipment Maintenance.
Products Include Packaging, Filling and Production Machinery. Wavetronics, Belford, NJ
January 1992 – January 1993 CNC Machinist / Quality Control
CNC Operator (GE Fanuc), Manual Machining, Mechanical Inspection and Assembly.
Products Include Microwave Communication Devices. International Fabricators, Mattawan, NJ
July 1989 – April 1991 Machinist / Assembly Technician
Assembly, Machining, Pneumatics, Electrical Controls, Inspection, Delivery, Service, Quality Control and Repair.
Products Include Cold Roll Forming Machines Built for Greif Brothers Containers. EDUCATION
NJIT/Brookdale Community College Lincroft, NJ
Architecture and Electronic Engineering
Drummers Collective New York, NY
ACHIEVEMENTS
Earned Rank of Eagle Scout. National Eagle Scout Association Alumni REFERENCES
Available upon request
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