Experience

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  Rockwell Automation

  • United States
  • Automation Machinery Manufacturing
  • 700 & Above Employee

  • Global Performance & Customer Experience Manager

    • Oct 2018 - Present

    Sets standards for global delivery managers to follow. Responsible for the customer experience for all channels of support.Works closely with Global Support Delivery, Regional Management to identify improvement opportunities Builds and maintains global performance metrics and analyticsGlobal staffing analysis and modeling. (erlang and utilization)Responsible for Self Service & Electronic Support.Lead initiatives to drive higher self service / deflectionStays engaged in industry trends.ISO Standards.Productivity.Leads quality analysis and initiativesMeasures process adherence..

  • Connected Services Delivery Manager

    • Feb 2017 - Present

  • Technical Support Supervisor & KCS Champion

    • Mar 2013 - Present

    SCP Support Manager Certified

  • Technical Support Team Leader & KCS Champion

    • Jan 2007 - Mar 2013

  • Technical Support Team Leader

    • Mar 2003 - Jan 2007

  • Technical Support Engineer

    • Jan 2001 - Mar 2003

• 

  Baxter International Inc.

  • Neuchâtel

  • Application Engineer

    • Jul 1999 - Dec 2000
    • Neuchâtel

    Project planning and development of the new Pharmaceutical factory of BAXTER in Neuchatel (Switzerland), including writing briefs, time planning, functional specifications and site architecture.

• 

  GEA Group

  • Madrid Area, Spain

  • Automation Engineer

    • Jan 1997 - Jun 1999
    • Madrid Area, Spain

    PLC and SCADA application Engineer, commissioning in La Serenisima (Mastellone Hermanos, Danone group)

• 

  Nabisco Biscuit Company

  • Merida, Spain

  • Automation Engineer

    • Aug 1996 - Jan 1997
    • Merida, Spain

    Commissioning in collaboration with the University of Extremadura of a meat sterilizer