Sales Manager
Resume:
Robert M. Cole
Lansing, MI. *8912
Phone: 517-***-**** (Home) 517-***-**** (Mobile)
OBJECTIVE
Highly skilled, self-starter Global Customer Service professional seeks a challenging and rewarding service/support managerial position where strong management skills combined with extensive technical knowledge can be fully utilized.
QUALIFICATIONS
• Manager of all Field Service Engineers and technical support staff for North American Division, providing support for Rest of World Distributorships. Supported a U.S. customer base of 1800, totaling 2,400+ instruments while solely responsible for selling contracts or billable services for those instruments.
• Solely maintained global installation, instrument history and customer contact information databases with warranty, contract and billable status.
• Assumed responsibility of managing four additional Field Service organizations via acquisitions and partnerships in the past 10 years, managing 20 employees.
• Responsible for 1+ million dollar field service inventory.
• Worked with Vice President of North American Sales to develop, assess and utilize all cross-training programs for Field Service Engineers and Distributors.
• Developed all current database procedures for approving and maintaining all warranty repairs and returned materials authorization.
• Arranged and performed depot repairs of smaller equipment.
• Extensive knowledge of life-science robotic and imaging systems consisting of:
Genomics
- High Density Micro Arraying
- Colony/Plaque – Picking, gridding, replication and library
- High Throughput Screening (non-contact printing)
- Laser Imaging
- Automated Hybridization
- DNA Shearing
Proteomics
- Gel imaging and mapping
- Visible and U.V. gel excision
- Protein digestion
- Peptide prep for mass spectrometry
- Protein crystallization (hanging and sitting drop)
Other – Hospital Environment
- Monitors
- X-Ray Equipment
- Defibrillators
- Laser Cauterizers
STRENGTHS
• Ability to manage and organize a support staff in adherence to budget.
• Maintain a positive rapport with customers at all times, including crisis situations.
• Active in working with and helping other departments in order to achieve corporate goals.
• Self-motivated, disciplined and conscientious of work habits and ethics.
EMPLOYMENT HISTORY
April 1998 – July 2011 Director, Global Customer Services
Drug Discovery/Life Sciences
DIGILAB and Genomic Solutions Inc.
84 October Hill Road
Holliston, MA.
April 1996 - April 1998 Field Service Engineer, Confocal Microscopy
Meridian Instruments
April 1985 – April 1996 Crew Leader/Foundation Construction
Lansing Poured Walls
Waverly & M99
PO Box 23084
Lansing, Michigan
Feb 1979 – April 1984 Maintenance Manager 380,000 Sq. Ft. Distribution Center
Paul-Harris Stores Inc.
Guion Road
Indianapolis, Indiana
EDUCATION
1990 - 1994 Lansing Community College/Michigan State University
Lansing, Michigan
Dual Associates Degree: Biomedical Engineering/Digital Electronics
Major: Engineering Electronics
Minor: Mathematics
G.P.A. – 3.98 Summa Cum Laude
Passed Michigan Board Certification Test 100%
1988 – 1990 Lansing Community College – Lansing, Michigan
Certificate: Computer Repair
G.P.A – 4.0
GROUP MEMBERSHIPS
Lab Equipment Group
Liquid Handling Robots
Society for Laboratory Automation and Screening
Proteomics, Chromatography and Mass Spectrometry Group
May 7, 2012
Dear Hiring Manager,
I am submitting my resume with this cover letter for the Quality Engineer position in Lansing, Michigan. I have a lot to offer the Austin Allen Company, including sixteen years experience as a global Field Service Manager, managing eight Field Service Engineers, five Ph.D. Application Scientists and up to twelve Production Technicians. During my last three of those sixteen years I was employed as the Director of Global Customer Services. I possess two Associates Degrees, one in Computer Engineering and another in Biomedical Engineering, both from Lansing Community College.
I have a proven successful background in management of global customer services for a variety of extremely intricate life science instruments ranging from DNA Sequencing, High Throughput Screening, Laser Imaging and Protein Digestion, thirty-four different models in all, each having a specific function for gene study to aid in the cure of various diseases. With that, my duties and achievements included:
- The development and implementation of instrument calibrations during manufacture, installation, preventive maintenance and repairs (in-house or on-site) which reduced returned materials by 70% over a period of two years.
- The development and implementation of all validation procedures pre and post instrument installation. Many of these procedures had to meet FDA, CDC, NIH, MIT and numerous National Labs requirements.
- The development and implementation of good manufacturing processes from build to installation.
- The training and on-time scheduling of all Field Service Engineers, Application Scientists and Production Technicians on proper procedures mentioned for instrument installations, calibrations, validation and repairs on a global basis. All done in the U.S. or Rest of World.
- Directly responsible for $1M of Field Service inventory, done on a min-max basis.
- Directly responsible for the P/L of the Field Service Department.
- Worked daily with the V.P. of Sales and Marketing as well as all Sales personnel to help with pre and post sales support of all instrumentation.
- Provided support to the Engineering Department to help design a more reliable operation of equipment.
- Solely maintained all customer installed databases which determined dates for installations, repairs, PMIs or customer training.
- Solely responsible for the sales of instrument contracts, (upwards of $2M per year) and those contract databases.
- Worked on a daily basis with global distributors and their Sales and Service Departments for instrument sales, installations and repairs.
- Approved and scheduled all Returned Materials Authorizations for instrument repairs.
- Approved and signed all expense reports for direct reports.
- Turned a customer base of 15% satisfied with product and service into 90% satisfied (3 years).
I am extremely enthusiastic and look forward to the possibility of working for Austin Allen Company. I know I would be a good fit for your company. In addition, I will gladly undergo any and all background checks or drug screening required for this position. Please contact me at *******@*****.*** or 517-***-**** if you have any questions or would like to schedule an interview. I look forward to hearing from you soon.
Thank you for your consideration.
Sincerely,
Robert Cole
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