Experience

• 

  Parts Town

  • United States
  • Transportation, Logistics, Supply Chain and Storage
  • 700 & Above Employee

  • Senior Manager, Technical Service

    • Jun 2021 - Present

    All things technical in a commercial kitchen.

  • Technical Support Manager

    • Apr 2018 - Present

    Manages the technical aspects and the team that relate to the manufacturer/supplier relationship.

  • Technical Resource Manager

    • 2017 - Present

    The Technical Resource Manager is responsible for manufacturer partner program development, refinement and technical service execution. Working closely with the Technical Service team the Technical Resource Manager ensures that we provide the highest levels of support and exceed manufacturer partner expectations. The Technical Resource Manager is responsible for ensuring technicians have all the coaching and resources to support our manufacturer partners & technical support programs. In this role the Technical Resource Manager will be interfacing with end users, manufacturer partners, service technicians and dispatchers. Intimate knowledge of all department metrics, resources and team needs are essential for this role. Great communication, organization and coaching skills are a must!

  • Technical Service/trainer

    • Jan 2013 - Present

    Provide technical assistance via telephone or other electronic communication devices. Inquiries can vary from installation technicians, project managers, to restaurant managers. Field calls of all types and provide situation resolutions in an efficient and effective manner. Work with various kitchen equipment manufacturers to edit technical manuals and technical presentations. Provide technical training for authorized service companies and their representatives. Interface with various manufacturers and provide feedback to engineering that will aid in improving reliability and future design. Approve warranty claims, generate reports and other various customer support tasks as required. Train Parts Town staff in in all facets of kitchen equipment including, operation, parts ID basic concepts of repair, supply avenues and warranty administration. Maintain satisfactory phone times and keep phone abandonment rates to a bare minimum. Train other tech support technicians on various pieces of kitchen equipment. Work with key partners to find technical support based solutions to field issues. Provide trending failure data and develop programs/training to prevent and repair field issues.

  • Technical Service Manager

    • Jan 2018 - Jun 2021

• 

  ITT Exelis

  • San Diego, CA USA

  • UUV Operator/technician

    • Sep 2012 - Jan 2013
    • San Diego, CA USA

    Operate underwater AUV/UUV systems. Maintain mult-imillion dollar vehicles in various environments to ensure completion of tasks. Post-mission analysis of data from vehicles identifying objects of interest and identifying false positives. Understand and implement principles of basic oceanography including but not limited to sound propagation and high frequency and low frequency SONAR. Maintain charts, data tables, data sheets and logs for individual vehicles to track vehicle performance and degradation. Travel to various countries for evaluation exercises and real world operations involving bottom mapping.

• 

  Parts Town

  • Addison, IL USA

  • Technical Service/trainer

    • Mar 2012 - Sep 2012
    • Addison, IL USA

    Provide technical assistance via telephone or other electronic communication devices. Inquiries can vary from installation technicians, project managers, to restaurant managers. Field calls of all types and provide situation resolutions in an efficient and effective manner. Work with various kitchen equipment manufacturers to edit technical manuals and technical presentations. Provide technical training for authorized service companies and their representatives. Interface with various manufacturers and provide feedback to engineering that will aid in improving reliability and future design. Approve warranty claims, generate reports and other various customer support tasks as required. Train Parts Town staff in in all facets of kitchen equipment including, operation, parts ID basic concepts of repair, supply avenues and warranty administration. Maintain satisfactory phone times and keep phone abandonment rates to a bare minimum. Train other tech support technicians on various pieces of kitchen equipment.

• 

  Prince Castle

  • Lead Technician/Technical Trainer

    • Mar 2011 - May 2012

    Provide technical assistance via telephone or other electronic communication devices. Inquiries can vary from installation technicians, project managers, to restaurant managers. Field calls of all types and provide situation resolutions in an efficient and effective manner. Create technical manuals and technical presentations. Provide technical training for authorized service companies and their representatives. Proactive in identifying, analyzing, and making recommendations to deal with part or process failures. Interface with and provide feedback to engineering that will aid in improving reliability. Approve warranty claims, generate reports, create new and update old pricing, and other various customer support tasks as required. Create new service kits, update, and correct older kits. Update Bill of Materials. Represent technical service in intra-office meetings. Develop new training resources and avenues including but not limited to instructional videos and e-learning.

• 

  US Navy

  • Technician/Supervisor/Operator

    • Jul 1998 - Mar 2010

    Create and implement policy to operate maintain and evaluate underwater towed SONAR and side-scan SONAR systems. Supervise others as they operate maintain systems. Train new members in operation and maintenance. Implement, evaluate and test new military underwater side-scan and towed equipment. Make mission plans and evaluate data after real world and test runs. Enforce Navy rules and regulations. Order and maintain a stock of repair parts. Make and update a planned maintenance system.