Eugene Shaw
Philadelphia,PA
Summary
Dynamic Technical Service Coordinator with over 12 years of experience in project management, employee supervision, and strategic planning. Proven ability to enhance service delivery and drive customer satisfaction across diverse regions.
Overview
13
13
years of professional experience
Work History
Technical Sevice Coordinator
Alliances Services
01.2014 - Current
- Direct field service operations across the Midwestern and Western United States and Canada, leading a team of 10+ Field Service Technicians to deliver exceptional customer support and operational performance.
- Oversee the service lifecycle for more than 200 customer assets, including preventive maintenance, emergency repairs, installations, de-installations, equipment upgrades, and service contract execution.
- Drive service excellence by implementing advanced remote diagnostics and technical troubleshooting strategies that reduce equipment downtime and improve customer productivity.
- Lead regional service planning, technician deployment, parts logistics, scheduling, and service quotation processes to maximize operational efficiency and resource utilization.
- Serve as the senior escalation point for strategic customer accounts, resolving complex technical and service challenges while strengthening long-term customer relationships.
- Collaborate with warehouse operations to support equipment refurbishment and rebuild programs, ensuring quality standards and on-time project completion.
- Provide technical leadership for laboratory equipment maintenance and critical hands-on repairs when required.
- Partner with Sales, Applications, Engineering, and Project Management teams to support customers throughout the equipment lifecycle, driving successful installations, upgrades, and aftermarket growth.
- Champion a culture of safety, accountability, and continuous improvement by ensuring compliance with company policies, industry regulations, and best practices.
- Develop customer-focused service strategies that improve response times, increase customer satisfaction, and support long-term business growth and service revenue.
- Mentor and develop field service personnel through coaching, technical training, and performance management to build a high-performing service organization.
- Analyze service metrics, operational performance, and customer feedback to identify improvement opportunities, optimize processes, and enhance overall service delivery.
Education
Bachelor of Arts - Psychology
West Chester University of Pennsylvania
West Chester, PA12.2002
Skills
- Multitasking and organization
- Decision-making
- Work Planning and Prioritization
- Project coordination
- Schedule coordination
- Project Support
- Strategic planning
- Project management
- Problem-solving
- Logistics coordination
- Employee supervision
Timeline
Technical Sevice Coordinator
Alliances Services
01.2014 - Current
Bachelor of Arts - Psychology
West Chester University of Pennsylvania