Engineer Customer Service

JEFF BAINES

Carleton, MI *****

ATTRIBUTES

A commendation holder and an astute and result oriented professional with over two decades of extensive experience in field service engineering entailing complete maintenance and management of high profile avionics, sonar, radar, communication, medical electronic and radio equipments. A keen strategist and being very much process-oriented possess excellent system faultfinding skills. Always believes in producing results; providing high-level milestones, presenting timelines & costs. Expert in identifying, planning, documentation, and networking for successful implementation of system maintenance objectives leading to high-level customer satisfaction. Smart and energetic with excellent account management skills and strong interpersonal skills. Always makes to the top in the organization when it comes to client engagement and demeanor display. Endowed with superior customer service skills. An admired field service engineer with attention to details, have solid grasp on entire maintenance management and consequently translating it to generate immense customer satisfaction and retention.

A self-disciplined, confident, adaptable and multi-skilled professional with proven track record of troubleshooting skills, looking forward to satisfying full-time, long-term work and to be of use by bringing composite world-class experience and skills to the employer organization. A pragmatic and resourceful person with a positive mind and “can do” attitude, an asset to any organization.

CAREER PROFILE AND RESULT AREAS

Xoran Technologies Role: Field Service Engineer From June 2012 to Present

Ann Arbor, MI Result Areas High travel Mini-CAT Scan service

Hoveround Corporation Role: Rehab Technology Supplier From Nov’08 to Aug’09

Sarasota, FL Result Areas Delivery and service of power wheelchairs

M.SL Equipment Inc. Role: Independent Contract FSE From Feb’05 to Dec’09

Springfield, Pa Result Areas Installation and repair of powder coat painting systems

Leica Microsystems Inc. Role: Field Service Engineer From Nov’01 to Sep’04

Bannockburn, IL. Result Areas Service and repair, of all types of Leica microscopy support equipment

Health Medical Products Role: Field Service Engineer From Dec ‘99 to Sep’04

Franklin Park, IL Results Areas Independent contract OR equipment repair

ATTAINMENTS As an Independent Contractor

Proficient in: Designing attractive and affordable pricing structures for customers. Establishing immediate rapport with the customer and then presenting system status information to the customer in a manner which ensures he/she understands the issue

As a Field Service Engineer

Proficient in: Pre-site verifications to prepare site for system installation; assisting in coordination of system delivery (e.g. confirming site readiness); perform system installations; installing system upgrades; providing relevant technical support to end-users and others; training customer on new features or enhancements to existing features; undertaking planned maintenance inspections as required to ensure system meets performance specifications; troubleshooting and repairing equipment failures as required; maintaining accurate configurations of installed base; presenting and selling Service Agreements; managing spare parts inventory; providing support to tradeshow activities; Doing administrative duties, which include but not limited to generating:

Field Activity Reports, Return Material Authorizations, Expense Reports etc... Acting as a liaison for customers to HQ and Sales; providing feedback to HQ to improve processes and improve efficiencies; developing rapport with client staff.

CERTIFICATIONS AND TRAINING

• EPA CFC handling certification

Certifications & courses during service in US Navy

• Sonar Technician Class “A” School (8 weeks) • Learned theory and operation of sonar equipment

• Basic Electricity and Electronics (12 weeks) • Fundamental electronics theory with practical “hands on” troubleshooting

• Sonar Electronics Intermediate (26 weeks) • In depth electronics theory, including challenging practical testing of repair on real sonar systems

• Submarine Auxiliary Package Class “C” school

(18 weeks) • Advanced theory related specifically to “auxiliary” sonar equipment, such as real time and delay sound spectrum analyzers, reel-to-reel tape recorders, fathometers, sound speed computers, and integrated underwater communications systems. Included hands on learning and practical testing of real fleet equipment

• Basic Electricity and Electronics, Avionics

(26 weeks, self paced) • A longer version of the school mentioned above, focused on avionics essential for an avionics technician, and included practical radar repair sessions.

• Completed entire training much faster (in about 8 weeks), leading to receiving commendation from the Commanding Officer.

• KY- 532 IFF Transponder Class “C” School

(2 weeks) • Theory and repair of IFF (Identification Friend or Foe) transponders

• APX-76 IFF Interrogator Class “C” School (2weeks) • Theory and repair of IFF interrogators used mainly on fighter aircraft

• Leadership and Management Education and Training (2 weeks) • Management training required for all E-5 and above personnel

• SH-2F L.A.M.P.S. Helicopter Maintenance School (6 Weeks) • Systems level troubleshooting and maintenance of H-2 light helicopters

• LN-66HP Radar Class “C” School (4 Weeks) • Systems and component level repair of a ship borne radar adapted for use on light helicopters.

OTHER RELEVANT EXPERIENCE

Standard Medical Imaging Installation and repair of X-ray equipment

Siemens Medical Systems Installation and repair of ICU, OR, and cath lab equipment

Dornier Medical Systems Depot and field repair of Lithotripsy equipment

United States Navy Component and systems level repair of submarine sonar and avionics equipment

ACCLAIMED STRENGTHS

Proven record of accomplishment in troubleshooting in electronic systems Good written and oral communication skills General computer skills Strong administrative and record keeping skills Ability to travel

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