Summary
Overview
Work History
Education
Skills
Timeline
Generic

Darren Harkins

Summary

Hardworking Senior Field Service Engineer with prior leadership experience and a 10+ year Biotechnology and Biopharma career. Collaborates across all levels of company to execute strategic plans and achieve company goals. Confident and personable with excellent leadership and field service skills.

Overview

11
11
years of professional experience

Work History

Senior Field Service Engineer

Sciex
06.2021 - Current
  • Distinguished for effectively maintaining core Field Service Engineer (FSE) responsibilities while assuming an instrumental role in knowledge transfer to newly onboarded team members
  • Acts as a mentor, providing comprehensive guidance and training to ensure their success and operational efficiency
  • Possesses an extensive and nuanced understanding of Sciex Capillary Electrophoresis (CE) products, demonstrating expertise in the installation, repair, and maintenance of CE instrumentation
  • Executes qualification services and conducts customer familiarization sessions and training programs, enhancing customer confidence and product utilization
  • Plays a pivotal role in attending and contributing to escalation meetings, expertly troubleshooting and resolving intricate service situations and escalations both within designated accounts and across the nation.
  • Diligently manages administrative responsibilities, encompassing timely completion of expense reports, meticulous inventory control of truck stock, and comprehensive documentation in Field Service Reports
  • Collaborates closely with the District Manager, providing valuable insights during technical discussions, and leading weekly troubleshooting meetings
  • Represents the Capillary Electrophoresis Field Service team at Kaizen events and Problem Solving Process meetings and actively contributing to continuous improvement initiatives.
  • Recommended design changes, upgrades and replacements to improve systems performance.

Field Service Engineer

Sciex
11.2017 - 06.2021
  • Expert in the maintenance, installation, and efficient triage repair of Sciex products at both internal and external customer sites, ensuring seamless operation and customer satisfaction
  • Performed onsite installation, modification and maintenance of systems and equipment.
  • Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
  • Solely responsible for meticulous schedule management, guaranteeing timely service calls, and effectively prioritizing tasks
  • Consistently outperformed all KPIs assigned and was a leader in all categories for the team.
  • Successfully managed a diverse territory comprising over 100 instruments, consistently exceeding service metrics
  • Achieved outstanding results, notably in instrument upgrades and consumable sales, enhancing overall company performance

Director Technical Support and Training

Cynvenio Biosystems
04.2016 - 11.2017
  • Spearheaded the creation and proficient management of a team comprising Field Service Engineers and Field Application Scientists, meticulously overseeing their roles and territories.
  • Developed and implemented training initiatives for new hires.
  • Achieved exceptional team performance by implementing strategies to significantly reduce escalation incidents and repeat service visits, enhancing overall customer satisfaction.
  • Played a pivotal role in identifying areas for cost control and reduction, ensuring efficient resource allocation and budget optimization.
  • Assumed responsibility for preparing comprehensive quarterly business reports, including
    budgeting for the department, conducting performance evaluations, and approving
    expenses, thereby maintaining fiscal discipline and accountability.
  • Pioneered the establishment and development of an in-house Testing Department, streamlining the testing process for new product releases and enhancing product quality.
    • Exhibited multimedia proficiency by conceptualizing, producing, and editing an entire training video series, catering to both internal and external audiences. This initiative significantly improved training effectiveness and accessibility.
  • Managed and nurtured key customer accounts, including Key Opinion Leaders (KOLs) and essential accounts, further strengthening client relationships and ensuring their ongoing satisfaction.

Senior Field Service and Application Scientist

Cynvenio Biosystems
08.2014 - 04.2016
  • Drove excellence through a multifaceted role that encompassed both internal and external training sessions and seminars, equipping teams and clients with the expertise needed to execute intricate scientific procedures
  • Collaborated seamlessly with the sales department to deliver top-tier customer support at every stage of the sales process, ensuring clients received unparalleled service and solutions before, during, and after their purchase
  • Demonstrated unwavering commitment by providing crucial escalation support to Field
  • Service Engineers (FSEs) in the field, expertly navigating complex service situations and ensuring prompt resolution
  • Ensured uninterrupted service and enhanced customer satisfaction while bolstering the company's reputation for service excellence.
  • Participated in design and planning exercises for future software rollouts.
  • Assisted with creation of user manuals.

Field Service Engineer

Cynvenio Biosystems
02.2013 - 08.2014
  • Spearheaded the installation, troubleshooting, and meticulous maintenance of a wide range of products and equipment, ensuring optimal functionality and minimal downtime
  • Assumed a pivotal role in knowledge transfer by conducting comprehensive training sessions for both internal and external personnel, fostering a culture of proficiency and technical excellence
  • Played a critical role in maintaining equipment performance by proactively identifying and managing parts replacement needs, ensuring efficient and cost-effective solutions were implemented.

Education

Bachelor of Science - Microbiology

California State University Northridge
Northridge, CA

Associate of Science - Fire Science

College of The Canyons
Santa Clarita, CA

Skills

  • Staff Management
  • Service Industry Standard Practices and Process
  • Service Operations Management
  • Compliance Requirements
  • Key Performance Indicators (KPIs)
  • Employee Coaching and Mentoring
  • Team Leadership
  • Experience in Lean, Six Sigma, and 5S
  • Microsoft Office Tools
  • Customer Relationship Management

Timeline

Senior Field Service Engineer

Sciex
06.2021 - Current

Field Service Engineer

Sciex
11.2017 - 06.2021

Director Technical Support and Training

Cynvenio Biosystems
04.2016 - 11.2017

Senior Field Service and Application Scientist

Cynvenio Biosystems
08.2014 - 04.2016

Field Service Engineer

Cynvenio Biosystems
02.2013 - 08.2014

Bachelor of Science - Microbiology

California State University Northridge

Associate of Science - Fire Science

College of The Canyons

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Darren Harkins