FELIX HERNANDEZ
Lawrence,USA
Summary
Detail-oriented Service Manager with over 25 years of extensive technical service experience in large corporate environments. Adept at delivering high-quality support to internal and external clients, ranging from executives to end-users. Committed to providing exceptional customer service through effective troubleshooting and repair of a diverse range of devices and equipment, including industrial manufacturing systems. Proven expertise in cross-training technicians and delivering remote support to ensure seamless operations and enhance client satisfaction. Dedicated to fostering a collaborative team environment while driving continuous improvement in service delivery.
Overview
27
27
years of professional experience
Work History
Site Manager
Atlas Copco
Auburn Hills, MI
02.2022 - Current
- Monitored and assessed equipment performance metrics to detect trends and facilitate proactive maintenance actions.
- Coordinated efforts with diverse teams to refine service workflows and enhance overall customer experience.
- Analyzed service operations through comprehensive audits to ensure adherence to established safety protocols.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Calibrated and validated measurement equipment, enhancing accuracy and reliability in service delivery processes.
- Documented programming procedures and system changes, facilitating knowledge transfer and supporting training initiatives for team members.
- Coordinated training sessions for team members to enhance knowledge of safety protocols and disposal techniques.
- Managed vendor relationships to streamline procurement processes, ensuring timely availability of essential materials and services.
Digital Service Specialist
Canon Co.
Boston, MA
07.2014 - 02.2022
- Repaired, maintained and replaced hardware on high end and low end copier equipment.
- Ordered and maintained necessary supplies, software and parts to repair malfunctioning hardware.
- Accurately read and understand manuals and schematics to properly troubleshoot devices effectively.
- Set up and configured network environments, hardware and software on customer sites.
- Trained both internal and off-site users in repairing and resolving recurring issues.
- Employed wide variety of hand tools including drills, precision measuring instruments and testing devices.
DocuCare Technician
Xerox Co.
Waltham, MA
01.2001 - 07.2014
- Referred to blueprints, repair manuals and parts catalogs to diagnose and repair equipment.
- Provided base level IT support to non-technical personnel within the business.
- Interpreted and validated technical issues, test solutions, follow-up and escalate when necessary.
- Performed preventative maintenance on printing devices, saving customers future repair spending.
- Correctly and safely used a variety of hand tools and testing equipment to carry out job duties.
Machine Maintenance Technician
New Balance
Lawrence, MA
07.1999 - 12.2000
- Coordinated procedures for facility and equipment maintenance, including the replacement of machines.
- Prepared and administered preventative maintenance work orders.
- Repaired wiring, plumbing, equipment, and machinery.
- Overhauled heavy machinery such as conveyor belts, fans and electric motors.
- Announced and demonstrated safety and emergency procedures.
Education
High School Diploma - Automotive Technical Training
Greater Lawrence Technical School
Andover, MA01-1996
Skills
- Troubleshooting expert
- Schematic diagram interpretation
- Technical and mechanical problem-solving
- Computer proficient
- Supervisory experience
- Strong written and verbal communication skills
- Extensive experience with hand and power tools
- Installation and repair specialist
- Mechanical concepts knowledge
- Customer service-oriented
- Team leadership
- Multitasking and organization
- Critical thinking
Timeline
Site Manager
Atlas Copco
02.2022 - Current
Digital Service Specialist
Canon Co.
07.2014 - 02.2022
DocuCare Technician
Xerox Co.
01.2001 - 07.2014
Machine Maintenance Technician
New Balance
07.1999 - 12.2000
High School Diploma - Automotive Technical Training
Greater Lawrence Technical School