Customer Service Quality Assurance

STEVEN JOHN BIRKHOLZ

**** *. ****** ****: 480-***-****

Mesa, Arizona 85207 *.********@*****.***

AREAS OF EXPERTISE

** ***** ********** ** **** tech industry including positions in IR&D, Manufacturing, Manufacturing Test, Customer Service/Technical Support and Quality Assurance.

PROFESSIONAL EXPERIENCE

Comtech Telecommunications Chandler, Arizona Jan 1991 to Dec 2023

Director Customer Relations and Quality Control Jul 2005 to Dec 2023

Direct team of up to 22 customer service professionals providing world class support to satellite communication service providers, satellite operators, government and mobile backhaul customers. Emphasis on RMA process, factory repair center, 24/7 technical support and continuous process improvement via field performance reporting to various manufacturing and engineering disciplines.

Responsible for all aspects of Quality Assurance including Automated Optical Inspection, In-Process, Receiving, Final Inspections, Calibration and QMS in order to maintain ISO9001 / AS9100D certification.

Lead “Tiger” teams with members from Customer Service, Engineering, Test and Quality to bring newly released Digital, RF and Networking satellite communication products from infancy into maturity.

Achieved an average score of 4.6 out of 5 on customer satisfaction survey.

Utilize ERP system to identify and maintain KPI’s and metrics for monthly reporting to executive management.

Determine non-warranty repair pricing, end of life product support, assist in defining warranty policy, ensure departmental compliance with export control regulations, develop department budget and manage demonstration inventory.

Manager, Customer Relations Oct 2000 to Jul 2005

Successfully improved RMA cycle time from >60 days to 10 calendar days average.

Turned Customer Service Dept. from a cost center to a profit center.

Played a key role in establishing and managing activities of owned and operated international service centers in India and China including branch office registration documentation, staffing, facility acquisition and procurement of required test equipment. Effectively utilized resources to support sister divisions. Also managed interests in independent and channel partner service centers in Brazil, Indonesia, Russia, and UK.

Collaborated with IT to transition from outdated customer management software to ERP based customized CM module.

Manager, RF/Microwave Manufacturing and Test Jul 1993 to Oct 2000

Led a 30+ member staff of assemblers, operators and electronic technicians in manufacturing, aligning, troubleshooting and testing of satellite communication RF product suite including transceivers, frequency converters, LNAs, LNBs, BUCs and redundancy switch controllers delivering quality products while consistently meeting customer’s sales order delivery dates.

Reduced overall cycle time of primary C and Ku-band transceiver product line by approximately 50%.

Supervisor, RF/Microwave Test Jan 1991 to Jul 1993

Shift supervisor for a team of electronic technicians aligning, troubleshooting and testing of various RF/Microwave sub-assembly modules and satellite communications equipment.

Magnavox Torrance, California Jul 1988 to Aug 1990

Senior Engineering Technician

Reported to design engineering in IR&D efforts to develop a low-cost GPS navigation system for commercial maritime vessels. Designed, assembled and tested/troubleshoot prototype assemblies. Provided and reviewed development test data results with primary design engineer.

TRW Redondo Beach, California Aug 1985 to Jul 1988

Electronic Technician II

Align, troubleshoot and test C, X and Ku-band MMIC amplifiers. Supported various IR&D projects for USG proposals.

EDUCATION

Associate of Applied Science – Electronics Technology

Bismarck State College - 1985

COMPUTER SKILLS

Microsoft Office Suite

Epicor Manage 2000 ERP System

REFERENCES Available upon request.

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