Technical Support & Engineering Problem Solver

Hugh Sanderford

Winston-Salem, NC

336-***-**** ***********@*****.**.***

TECHNICAL CUSTOMER SUPPORT & ENGINEERING SUPPORT PROFESSIONAL

Customer Issue Resolution Root Cause Analysis Voice of Customer Remote Collaboration

Technical and quality engineering professional with extensive experience supporting automotive, industrial, and electromechanical products. Recognized for resolving complex technical issues, reducing field failures, and translating engineering data into practical customer-focused solutions. Strong background in cross-functional collaboration, corrective action management, and process improvement. Seeking a remote technical support, engineering support, or sales support role where deep product knowledge and structured problem-solving drive customer satisfaction.

CORE SKILLS

Technical Troubleshooting & Issue Resolution

Customer Complaint & Escalation Management

Root Cause Analysis (DMAIC, 8D, CAPA)

Voice of Customer & Warranty Analysis

Remote Cross-Functional Collaboration

Process Improvement & Service Efficiency

ERP Systems (SAP, Oracle, LN)

Quality Systems (ISO 9001, IATF 16949)

Documentation & Reporting Systems

PROFESSIONAL EXPERIENCE

Quality Systems Engineer

Clarios Inc. – Kernersville, NC 2020–2023

Served as technical support resource for manufacturing and product engineering teams in automotive battery operations.

Investigated product and process issues using structured root cause methodologies.

Implemented cloud-based document control system improving access and response time to technical documentation.

Led internal audit and corrective action programs ensuring compliance and rapid issue resolution.

Standardized gauge and control systems across 12 production lines and 85+ part numbers.

Trained operators and staff on documentation, quality standards, and corrective actions.

Advanced Planning / Manufacturing Engineering Contractor

Progress Rail – Winston-Salem, NC 2018–2020

Supported manufacturing relocation and startup of locomotive engine production.

Developed standard work, PFMEAs, control plans, and process documentation.

Converted 125 BOMs from SAP to LN; created routings and supported ERP integration.

Coordinated cross-functional teams to ensure successful process transfer and startup.

Quality Engineer

Diebold Nixdorf 1997–2000, 2005–2018

Analyzed global field complaints and reduced installation failures through structured troubleshooting and test development.

Partnered with engineering and service teams to resolve customer-reported technical issues.

Implemented ISO-compliant quality systems achieving certification with zero nonconformances.

Developed global defect reporting metrics improving visibility into product performance trends.

Supported new product introductions and manufacturing process improvements.

Progressive Quality & Operations Leadership Roles

Douglas Battery Manufacturing 1988–2005

Reduced warranty costs 67% through defect analysis and corrective action implementation.

Conducted field failure investigations and communicated technical findings to stakeholders.

Led cross-functional teams to improve product quality, safety, and operational efficiency.

EDUCATION & CERTIFICATIONS

BS, Business Administration & Economics – High Point University

ASQ Certified Quality Engineer

Lean Six Sigma Black Belt

IATF 16949 / ISO 9001 Lead Auditor/Supplier Auditor

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