Customer Service Medical Device

GABRIEL C. VALDEZ

***********************@*****.***

**** ***** **** ****** (Cell) 832-***-****

Houston, TX 77084

SUMMARY

Thirteen years of successful biomedical engineering service and project management experience in diverse settings including hospitals, and off-site training facilities. Experienced in routine preventive maintenance on diagnostic and therapeutic equipment at a frequency determined by risk assessment procedures. Known for ability to quickly adapt in new situations and challenges, build rapport and trust with others and for a fearless “can-do” attitude. Bilingual in Spanish.

PROFESSIONAL EXPERIENCE

Aramark Incorporated 2009-Present

Biomedical Technician III

• Assigned as a team leader to oversee all scheduled work is being completed and followed up as assigned to technicians.

• Provide assistance on specialized critical equipment when needed. Also assist in administrative responsibilities of the department associated with the performance of duties.

• Perform installation, inspection, testing, repair and calibration of patient care equipment; respond to urgent unscheduled work orders in surgical areas as well as intensive care areas.

• Provide On call support with a 2 hour response time.

Universal Hospital Service 2008- 2009

Customer Service Manager

• Oversight of a team comprised of 9 technical and 13 customer service personnel.

• Responsible for overseeing medical equipment processing, preventive maintenance, repair and delivery of equipment.

• Provided direction to district team to ensure operating and financial goals were achieved by meeting weekly, monthly and quarterly measures.

• Built and maintained strong relationships with key customers to monitor service levels and assist in providing additional UHS programs and service (i.e.; AMPP, CHAMP, etc.).

• Partnered with sales team to drive profitable revenue growth through participation in the sales process, and helped to drive optimal performance on all new business start-ups.

• Actively coach and assist team members to ensure a common vision and team understanding of the critical role they play in the execution of UHS strategy and business practice.

• Recruit, train, develop and retain employees to achieve organizational goals and plans.

• Responsible for payroll and financial budgets, control cost on overtime measures, refine budget to ensure cost savings.

• Accomplished Stage Par levels as needed and worked closely with Customer Service Technicians on in-house education on functional and proper setup for customer accounts.

CARDINAL HEALTHCARE 2007-2008

Field Support Engineer

• Completed approximately 1,500 medical device installations/software upgrades, test and inspections, trouble-shooting, calibrations per month valued at over $4,5MM.

• Interfaced with Biomedical Engineers and recommended controls to ensure effective project planning and installation deadlines.

• Assisted in training requirements throughout US for new installations and upgrades.

• Supervised four 3rd party contract employees during project installation at assigned hospitals.

• Managed projects with capital equipment budgets ranging from $500,000 to $ 850,000 and ensured all projects met budget requirements and installation deadlines.

HOSPIRA WORLDWIDE, INC. 2002 - 2007

Field Service Representative

• Performed approximately 120 work orders per month for medical device installations, test & inspection, troubleshooting, electronic-mechanical repair, installation of hardware/ software upgrades, and performance certifications.

• Generated approximately $50,000 in additional service-related revenues annually on equipment that was not covered under warranty.

• Developed and maintained strong business relationships to ensure quality service.

• Established response time of less than 24 hours with hospital management including Biomedical Engineering, Pharmacy, Materials, Central Supply, and Nursing.

• Prepared and processed timely and detailed field service reports, feedback on customer satisfaction, service activity and other administrative reports.

SAN JACINTO METHODIST HOSPITAL 1996 - 2000

Biomedical Technician II

• Performed approximately 140 work orders per month for 350-bed hospital.

• Performed on-site preventive maintenance on all equipment to meet JCAHO requirements.

• Provided on-call support with a 2-hour response time.

• Completed all hospital work orders in a timely manner to ensure proper compliance with both hospital and federal guidelines.

• Participated in monthly C.Q.I. (Continuous Quality Improvement) Team to implement and introduce new products in a cost-effective manner.

• Maintained and updated department reports that are presented to upper management.

• Coordinated 2 medical product in-services per month for RNs, LVNs. and Department Managers.

• Served as liaison between hospital and biomedical equipment vendors to ensure effective business development programs and accurate cost data.

EDUCATION / PROFESSIONAL DEVELOPMENT

A.S., Biomedical Electronics Technology, Microcomputer Technology Institute, 1994

Biomedical Engineering Intern, Hermann Hospital, 1994

Certificate, Photocopier Service Technician Training, Quality Business Inc., 1992

Certificate, HP M1205A Omnicare Component Monitoring System, San Jacinto Hospital, 1997

Certificate, HP Central Component Monitor Systems 1204A, San Jacinto Hospital, 1998 Certificate, XLM, 3XLM Plums, Abbott Laboratories, 1997

Certificate, 1846sxp, 8100, 9300, 9700 Series, Critikon Systems, 1997

MS Office 2000, Windows, WORD, Excel, MS Outlook

Bilingual in Spanish

AFFILIATIONS

Big Brothers and Big Sisters of Houston, 2006 - 2007

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