Senior Field Service Engineer Technical Support Leader

CORDELL BISHOP

Seguin, TX ***************@*****.*** 254-***-**** Cordell Bishop LinkedIn

SUMMARY

Experienced Service Engineer with 10 years of expertise in technical support, project management, and leading cross- functional teams. Proven ability to enhance operational efficiency, manage high-stakes projects, and deliver exceptional customer service in fast-paced environments.

EXPERIENCE

Technical Support Field Engineer Dentsply Sirona July 2025 – Present

• Directs and oversees complex site assessments, high-priority installations, and preventive maintenance activities for Dentsply Sirona Imaging, CAD/CAM, inLab, and Treatment Center suites, ensuring consistent delivery of quality service across multiple customer locations.

• Supports dentists, dental hygienists, and biomedical technicians over the phone and on-site to resolve complex software and hardware issues during patient surge situations.

• Acts as the senior technical escalation point for Dentsply Sirona’s first in-house field team and customers, providing advanced guidance, coaching, and decision-making support to resolve critical installation, operational, and system performance issues.

• Leads the planning and execution of technical operations, including equipment testing, repair strategies, and readiness inspection while ensuring adherence to regulatory standards and internal compliance requirements.

• Designed and implemented new field service reporting processes, ensuring all required field service metrics maintained documentational integrity while streamlining the process for field technicians.

• Maintains expert-level technical proficiency across all assigned products and emerging technologies, while mentoring junior technicians and cross-functional partners to enhance team capability and service quality.

Field Service Engineer, Technical Support EOS March 2024 – July 2025

• Demonstrated leadership in managing on-site installations and remote support, ensuring customer satisfaction and operational efficiency of EOS M systems.

• Trained on-site engineering departments (internal and external) on how to use and maintain EOS systems and software, maximizing system uptime.

• Developed and maintained strong customer relationships by leading preventative maintenance and machine repair efforts, directly impacting the customer experience through strong communication and clear expectation setting.

• Accurately completed and submitted all service documentation in full compliance with EOS procedures and guidelines, building trust and fostering confidence with assigned customer base.

• Maintained service tools and inventory, ensuring compliance with company standards. Technical Support Engineer II Fiagon (Acquired by Medtronic) January 2021 – March 2024

• Provided 24/7 technical support to surgeons, nurses, sales representatives, and clinical field engineers, ensuring immediate resolution of issues and uninterrupted service for end users.

• Managed schedule of 13 clinical field engineers, minimizing downtime and ensuring full coverage of all key hospital and surgery center accounts.

• Developed training for over 70 sales representatives nationwide, boosting product knowledge and confidence, directly enhancing customer interaction and satisfaction.

• Led 3 redesign projects for the Cube4D electromagnetic navigation platform, decreasing transportation failures by 80%.

• Implemented a technical issue tracking system, (ZenDesk), that streamlined complaint resolution, enhancing customer service metrics and operational efficiency.

• Designed and executed company’s first refurbishment program, cutting entry fees by 50% and increasing sales by 90% in first quarter of program launch.

Aviation Operations Specialist United States Army Reserves July 2015 – July 2023

• Managed daily operations for a team of 6, coordinating with military and civilian teams to ensure success in local and national emergency response scenarios.

• Developed and led training programs in aircraft technology for emergency response teams, enhancing overall disaster preparedness and response efficiency.

EDUCATION

Bachelor of Arts, Information Security (In Progress, 2027) Arizona State University CERTIFICATIONS

Lean Six Sigma Green Belt May 2025

SKILLS

Customer Service Management, Leadership & Team Development, Project Management and Process Optimization, Training Program Development, Data Management and Analytics, Knowledge of Industry Best Practices, Software Proficiency: FSM, ZenDesk, Concur, Salesforce, Microsoft Office Suite

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