Marc Troglione

Technical Customer Service Manager at Caja Robotics
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Contact Information
us****@****om
(386) 825-5501
Location
Louisville, Kentucky, United States, US

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Credentials

  • Project Management Certificate
    University of Louisville
    Jun, 2019
    - Nov, 2024

Experience

  • Caja Robotics
    • Israel
    • Automation Machinery Manufacturing
    • 1 - 100 Employee
    • Technical Customer Service Manager
      • Feb 2022 - Present

      • Manage a team of operators and technicians across the US• Dispatch technicians based on customer/partner priorities• Ensure our Caja technicians, operators and partners are proficient and available for customer service calls (meeting SLA)• Establish service-related processes with customers and partners• Collaborate & interface with service, delivery teams in Israel - ensure timely escalations, knowledge transfer, training and updates• Maintain direct interface with R&D team for continuous improvement of the system• Hands-on technical support

  • Arvato Supply Chain Solutions
    • Germany
    • Transportation, Logistics and Storage
    • 700 & Above Employee
    • Technical Operations Lead
      • Jun 2013 - Feb 2022

      Provide guidance, instruction, direction, and leadership to the On-Demand team in order to meet or exceed client SLAs. Responsible for ensuring compliance with arvato digital service’s quality standards for all material that is produced and packed in the On-Demand area. Continually improve processes by critically considering each step for enhancement in efficiency and quality. Generate and catalogue physical and digital masters for every On-Demand area client. Create and present production reports to clients. Serve as client-facing backup for client services.Accounts Served: Cisco, Autodesk, Hewlett-Packard, Apple, Webroot, CA Technologies, Digital River, Sage, Facebook

    • Technical Operator
      • Sep 2000 - Jun 2013

      Premastering: Downloaded and processed sub-masters for Mastering department. Used Eclipse software to verify MD5 values. Mastering: Operated AM (Automated Mastering) and LBR (Laser Beam Recorder) to create glass masters for Electroforming. Electroforming: Applied nickel baths to glass masters to create metal stampers. Tested and microscopically examined metal stampers for adherence Replication quality criteria.

Education

  • Appalachian State University
    Bachelor of Science (B.S.), Broadcast Production
    1993 - 1998

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