Specialist Manager Customer Service

Wheeler Lewis

Duluth, GA

• In service/ support of numerous copiers, printers, MFD's, engraving equipment, PC's and label printers, etc. for over 25 years.

• Developed and trained others in a total customer satisfaction concept. This included following-up, feedback, inclusion in progress, first time fix, response time, etc.

• Strong understanding of mechanics, electronics, Microsoft Office, connectivity, and copier/printer technology.

• Many years of help desk experience supporting techs in the field, customers, and sales persons on copiers/printers/engravers.

• In field training of techs on copier/printer troubleshooting techniques and customer service.

• Because of a very hands on career, I have the ability to visualize equipment while performing step by step phone troubleshooting.

WORK EXPERIENCE

Lead Technician

Visionary Technologies - April 2015 to Present

Overseeing daily activities of all printer technicians

• Development of product service procedures

• Established and maintain parts needed to support products

• Assist other tech with difficult or problem equipment

• Submit evaluation of technicians to Operations Manager of annual review

• Monitor billable products for parts needed, summiting parts request, distributing parts to technician assigned to billable product, insuring proper repair of billable product

• Evaluate new product serviceably to assist with contact negotiations

• Evaluating warranty product (eligibility, repair technician, parts used, previous problem, repairs needed)

• Responsible for delivering company turn around goals Technician Level 3

Lexicon Technologies - April 2008 to January 2015

Responsible for five product lines ( Brother MDFs, Imtermec label printer, Zebra label printer Motorola handheld label printers, Epson POS printers)

• Evaluations of incoming equipment for estimation of cost to repair

• Ordering appropriate parts from inventory and outside sources

• Establish needed parts inventory for my product lines

• Writing and updating product line service and repair procedures

• Maintaining daily repair quota for produce lines

• Insured proper repair, operation, connections, and connectivity

• Evaluation of prospective new products service requirements

• Maintaining ISO guidelines

Technical Analyst

Gravograph-New Hermes - August 2007 to February 2008 contract)

• Call support for end users, sales, and field service technicians

• Report situations to field technicians that can't be resolved by phone

• Installation, repair, system operation, software and hardware support of engraving equipment (laser and rotary cut)

• Maintaining a high degree of knowledge on operation of specialized software packages

• Assist with stand-alone and connected system set-up of equipment

• Determine parts needed and having them shipped to customers site for technicians to install

• Maintain call resolution log

• Advise on preventative maintenance techniques for equipment

• Shop repair of equipment (customer's and refurbish) on down time Field Technician

ForTec Medical - April 2006 to April 2007

contract)

• Maintained medical laser equipment properly and follow all safety regulations and procedures

• Select and secure all equipment ordered and may be needed if not ordered

• Transport and setup equipment in operating room

• Operate equipment during surgical treatment per doctor's instructions

• Maintained safety procedures before, during, and after treatment

• Maintained company vehicle

Technical Specialist Manager

IKON Office Solutions - 1984 to 2006

several positions held, culminating to this one)

• Worked with 50-60 Canon field service technicians, 6 supervisors, and 3 area managers (4 technical specialist direct reports)

• Insured distribution of technical publications

• Performed problem solutions documentation

• Issued problem resolution assignments

• Conducted technical meetings (concerning; technical publications, new product introductions, common equipment failures, etc.)

• Conducted in-field equipment trouble-shooting training, to enhance classroom training

• Advised and assisted with digital copier/printer network installations problems

• Preformed customer training for new product line on service issues EDUCATION

Associate of Applied Science in Electronics Engineering Technology DeVry University

Bachelor of Applied Science in Electronics Engineering Technology DeVry University

SKILLS

TRAINING (10+ years), MICROSOFT OFFICE (10+ years), MS OFFICE (10+ years), OFFICE EXPERIENCE

(10+ years), Restoration, Low Voltage

ADDITIONAL INFORMATION

SKILLS

Extensive Microsoft Office experience. Certified on Canon, Ricoh, Minolta and years of field training on Brothers, Toshibas, HPs, etc.

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