Customer Service Manager

Steve I. Mazza

**** ****** *****

Oceanside, CA *2057

760-***-**** cell

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

Objective To obtain a career that encourages personal growth while utilizing my existing

abilities, experiences, and education for mutual employer/employee benefit.

Education

Miramar Community College, Miramar, CA

January 2012 – May 2012

Major: Aircraft maintenance technology A&P

Mira Costa Community College, Oceanside, CA

June 2011

Major: Cisco computer networking

Xerox Corporation, Varied Locations

1988-2007

Over 75 courses completed

American Technical Institute, Midway City, CA

March 1987

Major: Electronics and computers

RELATED EXPERIENCE

v Extensive experience in electromechanical repairs and troubleshooting.

v Expert in preventive and corrective maintenance on assigned product lines including:

disassembling, replacing, or repairing defective parts; rewiring or reassembling as

required; troubleshooting, adjusting/calibrating, and certifying equipment ready for use by

using standard and specialized tools and test equipment (i.e., schematics, diagrams,

technical manuals, micrometers, hand and power tools, etc.).

v Extensive experience with providing world-class customer service.

v Experience in Windows based software such as MS Word, Excel, and PowerPoint.

v Expert in electronic and hard copy service documentation.

v Trained in Cisco computer networking devices.

v Extensive experience with parts inventory control and management.

WORK EXPERIENCE

Field Technician, Mazza Construction /Wood Wizards, Bonsall, CA – 4+ years

Provided field support and installation of traffic control systems including, high-speed security

gates, gate arms, road spikes, and directional lighting. Performed routine maintenance and repairs

on Big Belly solar waste trash compactors. Additional duties included using power and hand tools

in the repair of dry rot and termite damaged wood. Also, assisted in the designing, testing, and

perfecting of products used for repairing damaged wood. Responsible for stucco, roofing, plumbing,

decking, flooring, tile, drywall, paint, electrical, and concrete repairs as needed. Applied the necessary

coatings and finishes to restore a customer’s repair to its original condition. Used blueprints and plans

as needed to make repairs according to the specifications and the bids. Made recommendations to

customers and wrote bids as needed. Set up and ran vendor shows booths.

Senior Customer Service Engineer

Xerox Corporation, Central Or,

Southern and Northern CA territories– 19 years

Provided on-site preventative maintenance, troubleshooting, repairs, equipment modifications,

installation, and support on various mechanical, electro-mechanical, and electronic units.

Troubleshoot, repaired, modified, overhauled, or refurbished standard and special purpose

equipment and systems components. Provided superior customer service by pro-actively

interacting and communicating with customers on a daily basis. Promoted territory growth

through identifying and recommending products and services to customers. Provided on-site

support to the sales organization, limited to identifying opportunities, sizing, and utility

requirements. Serviced customers by providing time and material service calls, warranty calls,

and field upgrade programs. Utilized technology (laptop computer, Blackberry and related

software) to perform administrative duties to ensure effective planning, utilization, and required

paperwork completion. This includes, but is not limited to: plan daily and weekly schedule to

achieve optimum utilization. Negotiated schedule with District Service Manager at the beginning

of each week; communicate schedule changes to the Customer Service Department daily;

computer synchronization daily; complete service reports and activities on- site; maintain on-site

Customer Service Logs/Total Maintenance Care books according to accepted procedures; and

maintain tools and parts inventory to prescribed levels as required by District Service Manager.

Establish and maintain effective, communicative relationships with customers, managers, support

functions and the sales organization. Communicated activities to customers related to scheduling

Preventative Maintenance and estimated time of arrival for unscheduled work. Pro-actively

responded to and resolve customer problems/issues. Utilize provided product and industry

knowledge to assure customer’s expectations of service are exceeded. Communicated activities

to customers related to scheduling Preventative Maintenance and estimated time of arrival for

unscheduled work. Pro-actively responded to and resolved customer problems/issues. Provided

product and industry knowledge to assure customer’s expectations of service were meet or

exceeded. Maintained a courteous and professional demeanor when working with customers,

contractors, management, and fellow employees. Utilized customer protocols when entering and

exiting facilities and abide by all Customer Health & Safety protocols and procedures. Traveled

to customer sites that included, but where not limited to: hospitals, military bases, laboratories,

legal offices, and county and government accounts. Maintained a flexible schedule as required to

accommodate customer needs.

HOBBIES

Fishing

Auto Mechanics

Radio Controlled Models

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