HM Technical Training Manager

• Oct 2022 - Present

Director of Customer Service / Field Service

• Mar 1993 - Present

Currently responsible for directing and managing the field service, hardware repair, and telephone support team within the Customer Service Department. Directly supervises subordinate supervisor(s) and individual contributors. Ensures that repair information is communicated clearly to all departments within the company and that engineering and manufacturing changes are communicated clearly to the customer service department to help ensure exceptional product quality. I am responsible for training new technicians, customer service representatives, organizing and conducting repair center certifications, and distributing FAQ’s, and other product technical notes and information to OEM’s, Resellers, Distributors, and Customers. I am responsible to ensure repeat business and customer loyalty by providing exceptional customer service. All this is accomplished by managing and maintaining a high tech information database including the RMA system, repair parts inventory system, service parts inventory system, knowledge database, and customer support ticket management system. I am also responsible for all support documents and services implemented to serve the customer. Such as, extended warranties, product registration, support website, service loaner equipment, and any other programs directly related to products that provide support to the customer.

Electronic Repair Technician

• Nov 1991 - Mar 1993

Responsibilities Include: 1. Properly use and maintain common troubleshooting test equipment such as oscilloscope, function generator, DVM / DMM, precision voltage source. 2. Checkout, calibration, and validation testing new and used products 3. Troubleshoots and debugs defective specialty product to assembly level 4. Following assembly instruction maps / help with assembly 5. Database entry (all fields in “Repair” screen) 6. Contacting customers with repair quotes and other related service issues 7. Building test fixtures 8. Occasionally assists in assembly and test of inventory parts and specials

Electronic Maintenance and Repair Technician

• May 1987 - Apr 1989

Responsibilities Include: - Troubleshooting, bench repair, and preventative maintenance on television broadcast and CATV equipment. - Installation, setup, and maintenance of translator TV stations at remote sites. Responsibilities Include: - Troubleshooting, bench repair, and preventative maintenance on television broadcast and CATV equipment. - Installation, setup, and maintenance of translator TV stations at remote sites.