Brent Wilkins
River Falls,USA
Summary
Experienced professional with background in project management, product qualification, risk assessments, and customer support. Skilled at translating customer needs into effective solutions and implementing creative process/product improvements. Adept at leading teams through effective communication, delivering results under tight schedules and chaotic circumstances.
Overview
30
30
years of professional experience
Work History
Senior Risk Management Engineer
3M Product Stewardship
01.2017 - Current
- Lead business teams through the product risk assessment process
- Lead the corporate business team through the development of software requirements and collaborated with PLM Software team to develop our new Hardgoods Risk Assessment software tool.
Specialist Technical Service
Bibliotheca, LLC
01.2015 - 01.2017
- Enable corrective action in the factory by reporting relevant product issues in the field
- Provide support and training for customers, software support and hardware technicians
- Drive product improvement through documentation and team involvement.
Specialist Technical Service
3M Traffic Safety and Security
01.2014 - 01.2015
- Enable corrective action in the factory by reporting relevant product issues in the field
- Provide support and training for customers, software support and hardware technicians
- Drive product improvement through documentation and team involvement.
Specialist Technical Service
3M
01.2013 - 01.2014
- Led a team through 26 new product introductions
- Responsible for digital projector supplier management
- Created customer focused product documentation and support content for product websites
- Train customer support agents and sale representative prior to each product introduction
- Deliver solutions to customers not obvious to 1st and 2nd level customer support
- Drive customer needs into product development cycle
- Voluntarily helped others when their project deliverables were on the critical path
- Drafted product specifications for marketing communications
- Manage the projector testing lab and equipment
Senior Technical Service Engineer
3M
01.2003 - 01.2013
- Led a team through 7 new product introductions per year
- Aided international sales by acting as a technical consultant for sale proposal that resulted in a $500,000 sale.
- Created customer focused product documentation and support content for product websites
- Train customer support agents and sale representative prior to each product introduction
- Deliver solutions to customers not obvious to 1st and 2nd level customer support
- Drive customer needs into product development cycle
- Voluntarily helped others when their project deliverables were on the critical path
- Drafted product specifications for marketing communications
Advanced Technical Service Engineer
3M
01.2001 - 01.2003
- Led a team through 7 new product introductions per year
- Responsible for reducing documentation project costs by $20K per project.
- Train customer support agents and sale representative prior to each product introduction
- Deliver solutions to customers not obvious to 1st and 2nd level customer support
- Drive customer needs into product development cycle
- Voluntarily helped others when their project deliverables were on the critical path
Application and Technical Service Engineer
3M
01.1998 - 01.2001
- Led a team through 3 new product introductions per year
- Responsible for product application development and support
- Created customer focused product documentation and support content for product websites
- Train customer support agents and sale representative prior to each product introduction
- Deliver solutions to customers not obvious to 1st and 2nd level customer support
- Drive customer needs into product development cycle
- Voluntarily helped others when their project deliverables were on the critical path
- Drafted product specifications for marketing communications
Co-op for an Ethicon Operations Engineer
Ethicon, Inc.
01.1995 - 01.1996
- Company Overview: A Johnson & Johnson Company
- Worked as the onsite liaison between the Ethicon plant at San Angelo and the corporate headquarters.
- Functioned as an active team member for the Integrated Materials Handling Project by effectively performing the following functions:
- Preparing work permits and purchase orders
- Coordinate project tasks
- Run validation testing of system software and hardware, and
- Assisted in system design.
- A Johnson & Johnson Company
Education
Bachelor of Science - Electrical Engineering; Math Minor
Texas Tech University
Lubbock, TX12.1997
Skills
- Business process improvement
- Teamwork
- Active listening
- Problem-solving
- Workflow design
- Technical communication
Performance Highlights
Led and facilitated risk assessments and life cycle management reviews for the 3M Digital Projectors with a cross functional team and corporate regulatory. Coordinated the regulatory compliance of a wireless device across thirteen countries. Maintained the database for all 3M Digital Projector regulatory and safety reports., Led a cross functional commercialization team that delivered products that account for 30% of the division top line sales. These projects included ten OEM products (3M private labeled an existing design) and two projects for 3M unique products., Perform competitive analysis and market analysis and identified 3M product advantages and disadvantages as compared to competitive. Identify industry standards necessary for 3M products success. Communicate with international technical and marketing teams to gain a local perspective on competition., Developed test procedures based on industry standard test methods and common customer use cases and failure modes. As a result, the test procedures uncovered software bugs, usability flaws, missing user interface elements, and deficient compatibilities. Armed with these test results, facilitated improvements in product or software and resulted in product reliability improvement and reduced customer support occurrences., Drafted and reviewed hardware and software specification with 3M teams and contract developers. Emphasize electrical, mechanical, and user interface standardization across product-lines., Initiated communication with project team members by establishing needs for deliverables and then obtained commitment to deadlines and quality level. Once deadlines were near, established risks and communicated impact to deliverables and remaining project deliverables to project lead and develop a strategy for mitigating the schedule delay., Introduced Global PLM (formally know as eMatrix) to product development and manufacturing teams, and facilitated the development of engineer change workflows and policies., 3M purchases private label product from several manufactures. Responsible for managing the relationship between the OEM technical group and 3M product launch team. Manage the project timelines, product specification agreements, and service/repair services., Delivered product documentation to factory on time and never delayed product mass production., Progressively improve training curriculum by integrating trainee feedback and question from the phone center, sales reps, and customers into the curriculum. Resulting training material delivered concepts on audience's level and their understanding of technology., Develop support content focused on common questions, product applications and troubleshooting. All based on costumer case data, common use cases, and known product failure modes., Final level of escalation for all customer questions, product failure and safety issues, supplier technical communication and customer relations policies and procedures., Mentor other technical service engineers and assisted them in project schedules, and work completion forecast. Organize project resources based on workload and competency. When developing product documentation, workload was shifted from one resource to another in order to meet deadlines.
Awards
- Awarded three 3M Circle of Technical Excellent Awards
- Quality Achievement Gold Award
- One Golden Step Award
Core Competences
- Cross-Functional Collaboration
- Product Definition
- Product Documentation Creation and Management
- Customer Relationship Building
- Supplier Relationship Management
- Hardware and Software Troubleshooting
- Business Process and Procedure Development
- Technical Communication for Non-Technical People
- Commitment Based Project Management
- Product Safety and Life Cycle Management
- Product Risk Management
- Business Software Lead
Timeline
Senior Risk Management Engineer
3M Product Stewardship
01.2017 - Current
Specialist Technical Service
Bibliotheca, LLC
01.2015 - 01.2017
Specialist Technical Service
3M Traffic Safety and Security
01.2014 - 01.2015
Specialist Technical Service
3M
01.2013 - 01.2014
Senior Technical Service Engineer
3M
01.2003 - 01.2013
Advanced Technical Service Engineer
3M
01.2001 - 01.2003
Application and Technical Service Engineer
3M
01.1998 - 01.2001
Co-op for an Ethicon Operations Engineer
Ethicon, Inc.
01.1995 - 01.1996
Bachelor of Science - Electrical Engineering; Math Minor
Texas Tech University
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