Experience

Weber, Inc.

• United States
• Machinery Manufacturing
• 100 - 200 Employee

• Technical Account Manager

  • Jun 2022 - Present

  Manage service team efficiently & effectively to aid in providing exemplary customer service in the installation & maintenance of Weber, Inc. equipment. • Provide daily supervision to field technical teams. • Oversee & manage technical field activity to the highest level of customer satisfaction. • Ensure equipment installations are completed in a timely manner & exceeding customer expectation. • Collaborate with strategic account team to ensure all Weber guardian plans are executed upon & the team is held to the highest of executional excellence relating to such services. • Manage assigned technical team to organizational (KPIs)• Establish & execute annual account service plan to proactively monitor account health and take appropriate actions to positively affect the customer experience. Identify, manage, and execute SAM tactical plans. • Manage install base pertaining to equipment health, account perception and equipment performance. • Identify & coordinate the continued development for assigned technical team. • Manage & coordinate escalation efforts internally and with international factory to resolve technical issues. • First level of escalation for technical issues arising from field service team as it relates to the installation and other proactive services. Show less

• Technical Trainer

  • Jan 2016 - Jun 2022

  Provide local in house & on location customer training, Administer training interviews & assessments, Lesson planning and material preparation.Provide new hire training & on boarding through the first 6 - 9 months of employment at which time new hires are released to individual departments.Support industry events including conferences, trade shows & symposiums.Resource for questions regarding Weber Inc (Weber & Textor) equipment.Create, Update and maintain training documentation relating to the safe operation of Weber Inc equipment.Create & implement training for new Weber technology.Resource for training videos and customer bulletins & marketing.Advise on Aftermarket Sales of training programsAssist in the development of new technical trainersResponsible for acquiring & maintaining customer base for Weber training contracts.Develop account relationships at many levels within our customer base Show less

• Field Support Engineer

  • Sep 2015 - Jan 2016

  Setup & verification of Initial electrical/PLC/pneumatic connections during installation of equipment. Deliver program specific training to operators in the field/advanced user training as requested. Ongoing relationship development to promote future sales. Provide remote & onsite support as needed and provide detailed explanations of problem areas/evaluate if additional training is needed.



ScriptPro

• United States
• Pharmaceutical Manufacturing
• 400 - 500 Employee

• Customer Account Manager

  • Mar 2015 - Sep 2015

  Researched, analyzed, created and presented, to executives and management, reports regarding system inefficiencies and the customer experience.Coordinated multiple trainings, software upgrades and development projects with emphasis on customer needs and satisfaction in efforts to promote customer retention.Proactively organized and facilitated meetings, through various methods, in collaboration with multiple departments to ensure a successful customer resolution. Documented and articulated integral information relating to internal and external customer processes, satisfaction and resolution. Show less

• Technical Support Analyst/Product Specialist

  • Sep 2014 - Mar 2015

  Maintain, analyze, troubleshoot, and repair ScriptPro systems, hardware, and computer peripheralsDocument, maintain, upgrade, or replace hardware and software systems Support and maintain user account information including rights, security, and systems groupsMaintain progressive knowledge of ScriptPro system

• Senior Robotic Field Technician III /product specialist

  • Aug 2010 - Sep 2014

  Troubleshoot, diagnose, and repair equipment on-site and remotely by phone.Administer training and support to pharmacy staff when needed.Diagnose workflow issues and optimize system performance..-Oversea high priority and political sites involving high stress situations and customer relations.-Insure customer satisfaction and quality assurance.-communication between multiple departments involving troubleshooting issues and time management recommendations.

• Field Operations Technician

  • Sep 2009 - Aug 2010

  Maintain ScriptPro's computer-based technology and automation equipment at customer sites, nationally and worldwide.

• Senior Installation Engineer

  • Sep 2008 - Sep 2009

  Install Robots, Servers, and all network EquipmentResponsible for Scriptpro Equipment and Transporting of MachinesField Training of New HiresCustomer RelationsFilling Out reports and Returning PartsExpense Reports Train Site Staff on Use of EquipmentReading and understanding Site Layouts and IP ConfigurationsOversee installations on high profile site like Department Of Defense bases globally and insure complete system functionality.

• Lead Installation Technician

  • Mar 2008 - Sep 2008

   Install Robots, Servers, and all network Equipment Responsible for Scriptpro Equipment and Transporting of Machines Field Training of New Hires Customer Relations Filling Out reports and Returning Parts Expense Reports  Train Site Staff on Use of Equipment Reading and understanding Site Layouts and IP Configurations

• Installation tech

  • Jun 2007 - Mar 2008

  - Install Scriptpro robotics, servers and automation equipment - transport all ScriptPro products from ScriptPro to the hospital or pharmacy- Help lead installer with the installation of robot and automation



Norwegian Cruise Line Holdings Ltd.

• United States
• Travel Arrangements
• 700 & Above Employee

• Firefighter

  • Apr 2004 - May 2006

  Maintain all Coast Guard regulations and testing pertaining to fire operations on board the ship. Insure guest safety while on board. Oversee 58 guests safety within my evacuation group oversee a team of 4 for lifeboat evacuation drills. Maintain all Coast Guard regulations and testing pertaining to fire operations on board the ship. Insure guest safety while on board. Oversee 58 guests safety within my evacuation group oversee a team of 4 for lifeboat evacuation drills.



Gaylord Entertainment Company

• United States
• Hospitality
• 700 & Above Employee

• Convention Coordinator

  • Jan 2002 - Apr 2004