Sr. Technical Support Engineer / Field Service - Medical Device

Daniel R. Albert

**** ** ***** ***. ****: 954-***-****

Cooper City, FL 33330

Established Sr. Technical Support Engineer/Field Service Engineer in the medical device and life science instrumentation industry. I will delight the customer with polite and professional installation, customer training, field repair, hardware & software upgrades and after-sale application assistance. Highly motivated to deliver top-notch support for internal and external customers.

Expertise with electromechanical instrumentation to include blood cell counters, tissue culture cell counters with histogram plots, cell viability analyzers and robotic computer controlled liquid handling workstations. Excellent computer skills: Installation, software loading to include SQL and .NET Framework, configuring, and debugging.

Conceptualized and developed simplified electrical, pneumatic and fluidic schematic drawings to pinpoint root cause and repair or replace defective components: circuit boards, stepper motors, cables/connectors, diaphragms, proximity sensors, servo feedback drive systems, and mechanical rotational and clutch drive systems.

Highly versified electromechanically resulting from an AS degree in Electromechanical Technology, Beckman Coulter work experience, life experiences, and a desire to learn.

Excellent writing and documentation skills using MS Word 2003/2008 among other software. Expertise with Windows XP, Vista. Respected as a highly effective instructor for Field Service and Call Center Personnel.

Areas of Expertise

▪ On-site Installation and Training ▪ Highly Independent and Organized

▪ Learning New Instrumentation ▪ Liaison for Product Development

▪ Customer Relations/Phone Support ▪ Strong Analytical Aptitude

▪ Technical Writing ▪ Computer Setup/Configuring

▪ Multitasking/Prioritizing ▪ Service Training/Mentoring

Professional Experience

BECKMAN COULTER INC. – Miami, FL 1986 - 2009

Sr. Technical Support Engineer, 2003 - 2009

• Performed Field Service in the Miami area for our clinical and analytical instrumentation. Closed out calls in timely manner with well documented details.

• Responded promptly to customer needs by prioritizing tasks.

• Expert at computer configuration for various host device requirements.

• Recognized as a top-notch performer providing fast response time, excellent workmanship, and ensuring customer satisfaction through post call follow-up.

• Developed and published global Technical Updates simplifying problem resolutions by creating electrical, pneumatic, and fluidic schematics and diagrams. Performed and wrote procedures for hardware/software upgrades.

• Reduced service costs by developing field “rebuild” procedures rather than entire part replacements. One highly effective occasion was replacing a $1,500.00 part is now field repaired for $4.50 saving $75,000 annually.

• Spearheaded a trial team to develop a thorough “Knowledge Database” containing accurate problem/solution scenarios using Kaidara Software. Accomplished overwhelmingly positive results resulting in companywide utilization and savings.

• Implemented creative methods to set the “golden standard” for providing the highest level of enjoyable and effective service training company wide. Enhanced learning efficiency by providing maximum hands on exposure.

Technical Support Engineer, Miami, FL 2000 - 2003

• Reduced service costs by enhanced call center productivity (fix rate) through creative development of troubleshooting procedures for common problems.

• Created and updated part listings for order accuracy.

• Interfaced professionally with sustaining engineering to improve high failure components resulting in increased instrument reliability.

Call Center Customer Technical Representative, Miami, FL 1988 - 2000

• Consistently exceeded the average (55%) phone fix rate by achieving 62% resulting in an additional $85,000.00 savings.

• Voluntarily innovated and provided to all field service engineers custom-built electrical test adapters to promote “ease of serviceability.”

Field Service Engineer, Chicago, IL 1986 - 1988

• Exceeded expectations as a novice Field Service Engineer and promoted after first year based on call volume, time on call, minimal parts usage, car stock inventory accuracy, prompt call close-outs, defective part returns, and customer relations.

Education and Training

Fox Valley Technical College: Appleton Wisconsin

Associates Degree in Electromechanical Technology

Correspondence Course:

Basic Clinical Hematology

United States Air Force: Wichita, Kansas: Five years, honorable discharge

Ballistic Missile Analyst Technician

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