Manager Service

Stephen A. Hey

** ****** ****** ****, ******, MA 01571 Cell: 508-***-**** E-mail: *******@*****.*** Home: 508-***-****

Summary

Technical Field Service Manager with over 20 years experience supporting a variety of hardware and software systems. Proficient at determining customer needs and working within an organization to provide solutions that increase sales. Able to assimilate new technologies and develop effective customer and internal training, reference materials and programs. Skilled at building teams and providing effective leadership and support resulting in successful projects and programs. Adept at developing direct reports’ potential and career satisfaction.

Professional Experience

Xcellerex, Marlborough, MA 2007 to 2011 Field Service Manager

• Managed seven field service and process engineers for the leader in single use bioreactor technology.

• Facilitated the development of customized solutions by coordinating with sales, customers and product development.

• Built complex prototypes, managed modifications and calibrations to meet customer requirements through final product delivery.

o Including control, heating and cooling systems, and the bioreactor vessels.

• Led team in the development of FAT protocol including calibrating and commissioning Mettler Toledo PH probes, DO probes, connectivity probes, weight load cells, and Omega RTD temperature probes, PendoTECH pressure sensor, mass flow controllers for gas and air and fluid mass flow meters.

• Developed technical procedures and documentation enabling customers to meet government regulations.

• Managed product hardware and software installations including SCADA, DeltaV, WonderWear HMI, and control systems using Foundation Fieldbus, Profibus, Ethernet and 4/20 communication protocols.

• Provided customer training and ongoing process support.

• Planned, developed and managed all service related programs through the product life cycle.

• Developed and managed global spare parts program minimizing excess inventory and reducing customer downtime.

• Trained and managed third party service teams in Japan, Korea and Europe.

Caliper Life Sciences, Hopkington, MA 2000 to 2007

Manage Product Support Engineering

• Managed technical support team of eight for leading manufacturer of life sciences automation products including liquid handling, dissolution, robotic imaging systems, microfluidics and microplate handling robotics.

• Planed, developed and managed all service related programs during new product development.

o Designed customer, field and in-house installation and service plans.

o Managed team responsible for producing:

In-house service procedures and escalation processes and documentation.

Customer and employee training programs and materials.

Customized support plans and materials for Europe and Asia Pacific regions.

Stephen A. Hey Page 2

Professional Experience Continued

Queues Enforth Development, Cambridge, MA 1997 to 2000

Technical Services Manager

• Managed technical service department for provider of software and hardware solutions for the public safety industry.

• Provided hardware and software support for IBM, Compaq, Dell servers and related peripherals.

• Furnished software solutions based on unique customer requirements.

• Developed and delivered customized software training to customer base.

Opus Telecom, Framingham, MA 1994 to 1997

Technical Services Manager

• Managed an intensive field service and in-house technical support operation.

• Improved customer satisfaction by over 35% based on independent customer surveys.

• Developed software installation procedures and technical reference materials.

• Shortened average call completion time by over 22%.

• Developed new installation procedures that shortened installation time by over 25%.

E.I. Dupont/Camex. Nashua, NH 1984 to 1994

International Technical Support Manager (1990 - 1994)

New England Field Support Manager (1985 - 1990)

Senior Field Engineer (1984 - 1985)

• Managed 15 Field Engineers, ensuring timely delivery of quality hardware and software services.

• Developed and implemented a new service business in four international field offices.

• Worked with engineers during software development to ensure new products met customer requirements.

• Developed and delivered customer relations and technical training courses for field and in-house support personnel.

• Responsible for pre-sales and post sales support including site surveys, in-house system integration, installation, customer training and site acceptance.

Education

Associated Technical Institute, Woburn, MA Electronic Engineering Certificate

(March 1984)

Additional education includes:

• Oracle, Informix, UNIX and Linux

• Electrical Engineering and Design

• Product Introduction

• Dupont Management Development Program

• Numerous management and communications seminars

• Life Sciences

• Microsoft Suite

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