Tech Support Representative/ logistics

David Hernandez

**** ***** ** *** ****, California 95111 408-***-**** *****.*************@*****.***

Objective

To obtain a Field Service Engineer position in Intuitive. Where I can utilize my experience in Customer Service, Problem Solving, and Troubleshooting to drive initiatives that support Intuitive products to improve the customer experience and add value maintaining customer relationship and providing a solution on issue.

Oracle System

5S / Kaizen / Lean Training

Operate forklift

Customer Service

Salesforce

Electrical Systems

Microsoft word

Workday

Supply Chain Logistics

Field Service Technician

Tech Support Representative

Troubleshooting

CAPA

Inventory Control

Multi-Task

Quality Control

Microsoft Excel

Agile

EXPERIENCE

Stryker Division (Communication/Endoscopy/ Sports Med) San Jose, California

Technician Support Representative July 2023– currently

Tech Support Representative for Division products. I support Operational room troubleshooting, Support Sales Representative, Engineering, and Regulatory pertaining to medical product and escalations with troubleshooting guidance and provide information on all medical products we support.

Troubleshoot over the phone with customers and help solve troubleshooting issues in Operational rooms products.

Manage the Connected OR HUB meetings with Engineering, Marketing, and Regulatory. Provide weekly and monthly updates on common calls, software issues and adverse consequences pertaining to the product. and issues address for the whole Tech Support Representative Team.

Escalate issues to in opening support cases, open Product Inquiry on regulatory issue, and provide guidance.

Support finding product parts and provide information on medical products.

Open cases, Schedule cases, review cases on weekly bases, and send quotes for parts and labors.

Support Field Service Technicians, Installations, and Biomed with product guidance and troubleshooting steps.

In cases of escalation I would be sent to investigate issue in the West Coast region.

Stryker Communications San Jose, California

Field Service Technician Bay Area Nov 2021– July2023

Customer Care, Service and Tech Support for Stryker Communications and electrical components Installed and Serviced electrical issued. Collaborate with sales professionals to identify sales opportunities and serve as a liaison between hospital/customer and sales

Troubleshooting electrical, Documenting and solving issues. Cable management, Replacement, Terminations and electrical components.

Stryker Booms, Classic and Flexis. Stryker Surgical Lights, LED and Halogen. Video Integration Switch point Infinity (SPI) 1, 2, 3 and Switch point Element. Endoscopy Equipment. Stryker Surgical Tables.

Documenting Preventive Maintenance monthly, quarterly, and yearly based on customer accounts and using Salesforce to update Work Orders, and Case number.

Scheduling of Service for accounts, maintaining excellent relationships. Demonstrating Job duties to new hire.

Vender mate credentials and completed training to work on Stryker Communication products in Operation Rooms

Perform initial system functional checks, identify problem areas, and affect calibration adjustments.

Train on operational function of installed and field service systems.

Regularly complete regular procedural training to ensure compliance.

Attend AHCA inspections and ensure project meets criteria. Be familiar with electrical component and requirements.

Submit daily reports to Project Manager, Sales Associate, Installation manager, and Team

Provide surgeons and operating room staff with training and Clinical/Technical support in the operation of the Stryker medical equipment including camera, TPS, Endoscopic pump, SPI3, scopes, drills.

Stryker Endoscopy San Jose, California

Inventory Analyst 2018 - 2021

Inventory lead, Distribution CAPA specialist, Distribution Coordinator, and Oracle Subject Matter Expert for R11I Oracle WMS, Order management tracks. A strong professional with system and process improvements supporting Supply Chain Logistics.

Maintained an Inventory Accuracy of 98% inventory accuracy in A- Class and B-Class products.

Site Mentor for continuous improvement and in charge of Calibrating scales for Distribution

Safety Audit leader in charge of delivering accountability for team safety

Provides System and IT troubleshooting support for the three divisions and third-party companies.

Provides systems support for monthly, quarterly, and year-end shipment revenue, with shipment dollars exceeding 100M.

Managed Team for EMC 4th edition rework avoiding backorder of 11.3 million dollars.

Coordinated Stryker’s acquisition of a $700 million-dollar Novadaq business. Acted as the Distribution Coordinator in ensuring all products were entered in Oracle Master Items, product cycle counted, over 200 new locations created, and testing of orders validated

NCR and CAPA worked with the Engineering and Depot team to upgrade the electrical components

Stryker Endoscopy San Jose, California

Inventory Team Lead 2013-2017

Leads a team of five hourly associates and coordinates daily activities of workers engaged in cycle counting, NCR disposition, inventory adjustment approvals, works with third-party suppliers, communicates cross-functionally with teams in distribution, production, materials, and operations; ensures high standards of inventory controls are met, and KPO’s are delivered.

Led a team of five associates for our Inventory Accuracy Project to improve A/B Class performance; project delivered 15% improvement in inventory accuracy.

Designed a new floor layout in the service department by creating new locations and storage space, resulting in improved picking efficiency and 25% more storage capacity.

Worked with third-party storage supplier to improve product visibility and warehouse capacity; results delivered improvements in shipping capacity and product availability.

Supported Endoscopy’s acquisition of a $15 million-dollar Sports Medicine Business Unit. Acted as lead team member in ensuring all product were cycle counted, adjusted into Oracle system, locations set-up and third-party storage supplier’s system were set-up for overflow storage.

NCR and CAPA worked with the Engineering and Depot team to upgrade the electrical components

Stryker Endoscopy San Jose, California

International Order Control 2008-2013

Lead a team of three hourly associates and ensured picking, docking, allocation of orders, releasing, troubleshooting and compliance regulations were met to exceptional levels of service.

Implemented system to ensure picking of International orders were allocated based on pick dates rather than country of origin; results of system reduced WIP, leveled out capacity/workload and improved over processing of moving orders in and out.

Designed a board layout for all freight carriers to ensure product was delivered to the correct customer; results improved fill rate and DPM’s.

Created a system to complete all international repair orders by end of the week to ensure customers timely returns of their product; results delivered 20% delivery time increase

Made expense material cart for the international picking team to improve motion waste of warehouse employees walking to and from production floor; results delivered 480-hour time savings.

Walmart San Jose, California

ICS Team Lead 2006-2008

Managed a team of 7 employees and focused on stocking items to full capacity

Created the first bin system for each department which was 65% fill rate and increased by 30%.

Supported new store setup in Milpitas, and operations on Story rd.

Managed building bikes and bbq pits

EDUCATION

Apollo High School San Jose, CA

High school Diploma, 2006

Evergreen valley college, San Jose, CA

Associates, Pending – August 2024

CERTIFICATIONS

Kaizen Lean LEI 5S Total Performance Award Employee of the Month Customer Service Award Kaizen Winner

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