Anissa Hawkins
Louisville,KY
Summary
Field Service Leader and Medical Field Engineering Professional with 20+ years of experience in medical device service, technical operations, and team leadership regionally. Proven track record of driving revenue growth, improving service efficiency, resolving complex system issues, and ensuring regulatory compliance. Recognized for strengthening team performance, enhancing customer satisfaction, and supporting high standards of patient safety and operational excellence.
Overview
24
24
years of professional experience
Work History
Field Service Manager
Olympus America INC
Louisville, Kentucky
10.2021 - 02.2026
- Demonstrated leadership through accountability, technical expertise, and measurable performance results.
- I maintain strong service metrics—including first-time fix rate, repair recovery, case closure efficiency, and documentation accuracy—while driving customer satisfaction and revenue growth.
- Supported patient safety, regulatory compliance, and operational excellence while mentoring team members and enhancing field performance.
- Contributed to high-performing, customer-focused service organization through proactive communication, audit participation, and hands-on technical leadership.
Field Service Engineer I-III
Olympus America INC
09.2001 - 10.2021
- Lead installation, maintenance, troubleshooting, and repair of advanced medical imaging and endoscopy systems.
- Traveled extensively to hospitals across designated region, delivering critical service support to ensure optimal system performance.
- Ensure compliance through calibration, performance validation, and preventive maintenance programs.
- Drove revenue growth through implementation of PM programs, descaling services, and execution of targeted service projects.
- Contribute to software and product improvements by diagnosing and replicating technical issues.
- Manage customer accounts, service documentation, and regulatory records.
- Mentored and cross-trained technicians, enhancing regional service capabilities and fostering team development.
- Expert working with all aspects of Endoscopy and Surgical Video imaging. Orbeye semi- robotic microscopes, Medical and Surgical endoscopes and telescopes, Ncare computers, ES-IP, Image stream products, Software hardware and software solutions, Networking, Scope OER AERs, Urology lasers, and ultrasound.
Education
Associate in Electronics Engineering Technology, - Electronics and Computer Networking & Telecommunications
RETS Electronics Institute
Louisville, KY10-1998
Skills
- Biomedical Equipment Repair
- Technical Troubleshooting
- Preventive Maintenance
- Medical Imaging & Endoscopy Systems
- AER Service & Repair
- Electrical & Electronic Diagnostics
- Software & Firmware Troubleshooting
- Surgical and Medical Network Integration & System Configuration
- Equipment Calibration & Test Equipment Operation
- Regulatory Compliance
- FDA compliance
- Quality Assurance
- Field Monitoring
- Report Generation
- Data Reporting
- Service Optimization
- Project Management
- Workforce Management
- Resource Allocation
- Performance Evaluation
- Customer Relations
- Customer Feedback Analysis
- Team Leadership
- Team Building
- Technical Training & Staff Development
- Talent Acquisition
- Staff Induction
- Employee Transition
- Microsoft Excel
- Microsoft Word
- Salesforce
- SAP
- CRM & Service Documentation Systems
- SAP
Selected Achievements
- Achieved Field Service Leadership revenue performance goals.
- Contributed to MSG Business Plan development.
- Resolved multiple product issues leading to company-wide software fixes.
- FSS Distinctive Service Award (Agility 2019)
- AMEX Award for PM Revenue and AMEX Service Award recipient.
- A+ Certified
- MCSE
Timeline
Field Service Manager
Olympus America INC
10.2021 - 02.2026
Field Service Engineer I-III
Olympus America INC
09.2001 - 10.2021
Associate in Electronics Engineering Technology, - Electronics and Computer Networking & Telecommunications
RETS Electronics Institute