Service Manager

Todd Ryback

***** *. ************ *****

New Berlin, WI. 53151

262-***-**** Email: **********@*****.***

Field Service / Manager / Trainer / Mentor

A self-directed, organized, objective, detailed, goal oriented, customer focused leader that excels in positions of major responsibility requiring experienced and mature judgment. An effective communicator with proven ability to motivate and inspire subordinates to best efforts and maximum accomplishments. Over twenty-five years experience and background provide excellent qualifications to adapt to a wide variety of equipment, customer service, account management and personnel issues. Quickly establishes, gains and maintains cooperative rapport with customers, staff, vendors and administrative personnel.

Refrigeration/HVAC ● Customer Driven ● PLC & PC Controls

Universal EPA Cert ● Process Improvement ● Coaching/Mentoring/Training

PROFESSIONAL EXPERIENCE

2007-08/2009 Ametek Taylor-Hobson, West Chicago, Illinois

National Service Manager/Field Service Engineer

Responsible for all technical service/support for North American Continent for this manufacturer of Ultra Precision Metrology Equipment. Worked as a Field Engineer 40% of time. Daily use of O-scope and DMV. Initial contact for all customer issues. Scheduled all installs, warranty work, training, upgrades, and equipment moves. Point of contact for all escalated issues. Provide first line phone technical support. Train customers and subordinates on equipment. Established service billing rates and quoted all service contracts. Submitted engineering change requests to engineering. Responsible for all spares. Established training roadmap for each engineer. Had extensive interaction with customers including rebuilding lost relationships; face-to-face, telephone, and email.

2005-09/2007 Super Products Inc., New Berlin, Wisconsin

Customer Service Engineer

Work as a field service engineer for this heavy equipment manufacturer of industrial vacuum/jetter trucks. Train customers on proper use of vision equipment. In-house duties include daily phone technical support, vision system debugging, failure analysis/trending, spare parts sales, inventory using MAPICS,returned goods authorization, warranty, and customer credit memos.

2002- 2005 General Contracting Services, Richmond, Virginia – Oahu, Hawaii

Performed start to finish residential construction in rough carpentry, finish carpentry, flooring, siding, plumbing and electrical. Also performed roofing, gutter and concrete work in industrial and commercial settings. Self employed and also worked as Foreman for WBC Contracting, Hawaii, from January 2004 to June 2005.

2000 - 2002 ASML, Richmond, Virginia

Eastern Regional Customer Support Manager

Regional management responsibilities for manufacturer of Photolithography equipment include: directing highly skilled engineering staff, applications engineers and logistics; a total of 55 direct reports, and P&L for a 6 million dollar budget. Point of contact for all escalated customer issues. Establish monthly meetings with all customers. Turned the worst performing region into the top two performing equipment sets in the entire company at National Semiconductor and Infineon Semiconductor. Maintained fiscal responsibility and region profitability during industry down turn. Use exceptional oral and written communications skills to ensure customer expectations and corporate goals are satisfied. Negotiate and quote all service contracts.

1997 - 2000 Semitool Incorporated, Cary, North Carolina

Eastern Region Customer Service Manager

Responsible for total customer/technical service in the Eastern Region for this manufacturer of front end wafer fab equipment for the semiconductor industry. Manage a 45 person staff as well as customer service, field technical service, process applications, maintenance contracts and spare parts. Set up equipment performance programs to ensure total customer satisfaction for customers like Lucent Technologies, Motorola, Siemens and National Semiconductor. Travel extensively to all key accounts to solidify relationships with face-to-face meetings.

1991 - 1997 Systemation Engineered Products, New Berlin, Wisconsin

Technical Services Manager

Responsible for global service for this manufacturer of high speed packaging, testing and vision equipment for the semiconductor industry. In-house duties include direct management of 20 field engineers, daily fax and phone communication worldwide, field service scheduling, machine QC checkouts, hiring, employee/customer/rep training, engineering/sales liaison. Outside duties include international technical service on PLC and PC controlled equipment, for companies like Intel, Philips, Siemens and National. Training employees, customers and reps. New product development. Sales/Marketing and product consultation. Personally developed and implemented a preventative maintenance plan for all field equipment.

1986-1991 Schunk Automation, Menomonee Falls, Wisconsin

International Field Service Manager

Responsible for all field service on the North American Continent for this manufacturer of automobile assembly automation and ultrasonic welding equipment. Managed the field service and in-house service departments. Corresponded daily via phone and fax, domestically and internationally. Supervise, develop and implemented extensive field service training program. Effectively purchased, maintained and controlled adequate parts inventory levels to meet customer support/repair requirements. Coordinated and set up all manufacturers trade shows. Traveled extensively performing duties in field service, training, sales and marketing.

1982-1986 Storage Technology Corporation, Milwaukee, Wisconsin

Field Service Engineer

Installed, maintained and repaired mainframe computer peripherals. This included sixty-four bit tape drives, disk drives, memory and high speed printers. Responsible for onsite inventories, customer and corporate reports, troubleshooting electrical and mechanical failures and interfacing with all levels of personnel in computer room setting. Travel throughout Southeast Wisconsin was required.

EDUCATION / PROFESSIONAL DEVELOPMENT

Concordia University

Bachelor of Arts Degree – Business Management and Communication.

Graduated - Magna Cum Laude

Milwaukee Area Technical College AA Degree – Electronics

Milwaukee Area Technical College Certificate Course - Refrigeration/HVAC

Universal EPA Certification for Refrigerant Recovery/Servicing

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