Charles Thompson
Sherman,TX
Summary
Dynamic Customer Service Manager with a proven track record at Rena Technologies North America, excelling in complaint resolution and team leadership. Enhanced service quality through effective training programs and optimized resource allocation, resulting in improved customer satisfaction. Skilled in project management and fostering strong client relationships, driving operational success and loyalty.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Rena Technologies North America
Albany, OR
07.2024 - 01.2026
- Managed daily operations, service support to our clients and adherence to the company standards.
- Coordinated service schedules, optimizing resource allocation and enhancing team efficiency.
- Developed training materials for our team and the customer staff,
- improved the onboarding processes and service quality.
- Implemented a 360 feedback system, capturing client insights and reporting them back to germany for future learning. and or service offerings.
- Monitor performance metrics, identifying trends to drive improvements.
- Collaborate with cross-functional teams to streamline performance and process improvements.
- Resolve customer concerns and inquiries promptly, fostering positive relationships and customer satisfaction.
- Conduct regular team meetings, promoting alignment on goals and performance expectations.
- Met with customers regularly to discuss service needs and offer available solutions.
- Hire, train and supervise a team of service staff members to meet business goals.
- Managed a team of technicians, and engineers to ensure timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Developed and maintained positive relation
- ships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Monitored service staff performance and provided feedback for improvement.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Equipment Maintenance / Engineering Supervisor
Qorvo
Hillsboro, OR
01.2013 - 01.2024
- Managed inventory levels, ensuring availability of equipment for production processes.
- Streamlined maintenance schedules, reducing equipment downtime and improving operational efficiency.
- Led cross-functional teams to implement safety protocols and training initiatives for equipment handling.
- Developed and enforced preventive maintenance programs to extend equipment lifespan and reduce costs.
- Analyzed equipment performance data, identifying trends and areas for enhancement in operations.
- Coordinated procurement processes, negotiating with suppliers to secure favorable terms for new equipment purchases.
- Mentored junior staff on equipment operation best practices, fostering a culture of safety and efficiency.
- Implemented inventory management systems, improving tracking accuracy and reducing excess stock levels.
- Reduced downtime in operations by performing proactive maintenance on equipment.
- Performed equipment maintenance and repairs.
- Trained team members effectively to maintain consistent productivity.
- Ensured timely acquisition of new equipment, streamlining the procurement process.
- Implemented a robust system for regular inspections, ensuring compliance with industry regulations and safety standards.
- Managed equipment budgets, resulting in cost-effective purchasing decisions and reduced overhead expenses.
- Established preventive maintenance schedules to minimize breakdowns and extend the life of equipment.
- Enhanced safety standards with thorough inspection and repair of faulty equipment.
- Leveraged strong relationships with vendors to expedite repairs when needed, reducing downtime during critical projects phases.
- Conducted periodic audits on acquired assets, maintaining an accurate database that informed strategic decision-making regarding resource allocation.
- Improved safety standards, conducted regular equipment inspections and compliance checks.
- Reduced downtime with proactive identification and resolution of equipment issues before they escalated.
- Improved project outcomes by collaborating with project managers to understand equipment needs and timelines.
- Fostered culture of continuous improvement, solicited and implemented feedback from operators to enhance equipment usability and performance.
- Promoted safer workplace, identified potential safety hazards associated with equipment and took corrective action.
- Improved equipment longevity with focus on preventive maintenance and timely repairs.
- Inspected equipment and facilities for signs of wear or damage impacting safety.
- Assigned work to staff, set schedules, and motivated strong performance in key areas.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Partnered across departments to run smooth, professional events and activities.
- Led cross-functional teams to streamline product development processes and enhance collaboration.
- Mentored junior engineers, fostering skill development and promoting best practices in engineering methodologies.
- Managed project timelines effectively, ensuring timely delivery of engineering solutions while maintaining quality standards.
Senior Equipment Engineer
Maxim Integrated Products Inc
Beaverton, OR
01.2008 - 09.2017
- Led cross-functional teams to optimize equipment performance and reliability across multiple product lines.
- Developed and implemented maintenance strategies to enhance equipment uptime and minimize operational disruptions.
- Mentored junior engineers on best practices in equipment design, troubleshooting, and process improvement techniques.
- Spearheaded initiatives to streamline the equipment calibration process, resulting in improved accuracy and compliance.
- Analyzed equipment failure data to identify trends and recommend design modifications for enhanced durability.
- Facilitated training sessions on advanced equipment operations, fostering skill development among technical staff.
- Conducted root cause analysis on critical equipment issues, driving corrective actions that improved overall system efficiency.
- Actively participated in project meetings, providing engineering expertise to support successful project completion.
- Evaluated vendor proposals, selecting the most cost-effective options for equipment acquisition and upgrades.
- Championed data-driven decision-making within the engineering team, utilizing advanced analytics tools to monitor equipment performance and identify opportunities for improvement.
- Increased equipment efficiency by implementing regular maintenance schedules and timely repairs.
- Ensured safety compliance, conducting regular equipment inspections and adhering to established protocols.
- Mentored junior engineers on best practices in equipment management and troubleshooting techniques, fostering professional growth within the team.
- Implemented root cause analysis techniques to identify recurring problems in equipment performance, developing targeted solutions for improvement.
- Revamped preventative maintenance programs to reduce unscheduled machine downtime and extend useful life of assets.
- Reduced downtime for machinery by conducting thorough diagnostics and addressing issues promptly.
- Collaborated with vendors to customize machinery according to unique operational requirements, ensuring seamless integration into facility operations.
- Revised specs, evaluated bids and proposed vendors to expedite project approval.
- Applied mechanical problem solving skills to develop creative solutions for quality products.
- Tested newly installed systems, closely monitoring functionality and adherence to operating specifications.
- Troubleshot and diagnosed [Type] equipment issues, quickly made plans for repairs and monitored use to rectify issues.
- Planned [Number] [Type] projects from beginning to end, focusing on timelines, budgets and mechanical feasibility.
Field Service Engineer
Semitool Inc
Kalispell, MT
04.2000 - 04.2008
- Diagnosed and resolved technical issues in semiconductor manufacturing equipment.
- Performed routine maintenance and calibration on complex machinery to ensure optimal performance.
- Trained junior technicians on equipment operation and troubleshooting techniques.
- Developed and implemented process improvements, enhancing efficiency and reducing downtime.
- Led installation and maintenance of complex systems, ensuring optimal performance and reliability.
- Trained and mentored junior engineers on troubleshooting techniques and best practices for field service operations.
- Developed and implemented process improvements, enhancing efficiency in service delivery and customer satisfaction.
- Maintained tools and equipment, parts inventory, and library of machine manuals.
- Updated and maintained assigned machines per manufacturer specifications.
- Recommended design changes, upgrades and replacements to improve systems performance.
- Tested equipment performance and demonstrated operation and servicing best practices.
- Mentored junior engineers, fostering a collaborative learning environment that facilitated skill development and knowledge sharing.
- Managed inventory of spare parts, ensuring availability of components for efficient repair operations while minimizing costs.
- Enhanced equipment performance by conducting thorough diagnostics and implementing effective repair solutions.
- Facilitated seamless upgrades of existing systems through careful planning, coordination with stakeholders, and minimal disruption to ongoing operations.
- Delivered high-quality workmanship during installations, adhering to industry standards and best practices throughout each project lifecycle phase.
- Improved customer satisfaction by providing prompt and professional onsite support for critical system malfunctions.
- Developed strong relationships with suppliers and vendors, negotiating favorable terms for the procurement of essential parts and equipment.
- Conducted extensive product testing prior to deployment, ensuring optimal performance upon installation at client sites.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Managed administrative tasks such as maintaining customer service logs and internal service records.
- Managed maintenance activities, supervised staff, and inspected equipment.
- Supervised production team, keeping production schedules on track to meet tight deadlines.
- Conducted root cause analysis investigations to identify areas for improvement in manufacturing processes, leading to increased efficiency and fewer defects.
- Fostered strong relationships with external vendors and suppliers, ensuring timely deliveries of raw materials needed for seamless production operations.
- Managed a team of production staff, fostering a positive work environment and encouraging professional growth.
- Developed and implemented training programs for new hires, resulting in reduced time-to-productivity for all employees.
- Revitalized operational structures and procedures to successfully control turnover and waste, enhance output, and boost overall quality.
- Ensured compliance with safety regulations at all times, conducting regular inspections and promoting a culture of safe work practices among employees.
US Army
US Goverment
Mainz Germany
07.1988 - 01.1992
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
Education
Associate of Science - Electrical, Electronics And Communications Engineering
Delta Technical College
Salem, OR09-1993
High School Diploma -
Sweet Home High School
Sweet Home, OR06-1988
Skills
- Team building
- Task management
- Problem-solving
- Multi-tasking
- Time management
- Training and mentoring
- MS office
Accomplishments
- Successfully recruited and trained 10 new customer service Engineers. Both in Process and Equipment engineering.
- I Won the Vendor of the year award from AMD in 2004, 2005 and 2006. these awards were given while working abroad with AMD Germany. My team Maintained 22 tools 24/7 onsite. i was also tasked with providing onsite training to a full German onsite team over the coarse of 3 years.
- Used Microsoft Excel to develop a Risk assessment of critical inventory. I looked at the risk of key parts compared to historical usage and leadtime to develop a planned usage report that would help predict purchase needs and the risk, this was used to plan for QTRLY spending.
Certification
- CM - Certified Manager Certification
Timeline
Customer Service Manager
Rena Technologies North America
07.2024 - 01.2026
Equipment Maintenance / Engineering Supervisor
Qorvo
01.2013 - 01.2024
Senior Equipment Engineer
Maxim Integrated Products Inc
01.2008 - 09.2017
Field Service Engineer
Semitool Inc
04.2000 - 04.2008
US Army
US Goverment
07.1988 - 01.1992
Associate of Science - Electrical, Electronics And Communications Engineering
Delta Technical College
High School Diploma -
Sweet Home High School