Gregory Smith
New Haven
Summary
Skilled Field Service Engineer and Northeast Area Service Manager servicing Industrial Manufacturing Electronics and Biopharmaceutical Chromatography industries. Troubleshooting and repair to board and component level.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Northeast Area Service Manager
Analytical Technologies Group
Waterford, CT
01.2018 - 01.2025
- Responsibilities: Performing field service maintenance and repair of FPLC and HPLC biopharmaceutical research equipment to Big Pharma, Universities and Research Institutions.
- Addressing Escalated Issues: Addressed and defuse escalated internal and external customer service issues and concerns.
- Effective Communication: Communicated effectively with customers, team members, and senior management to provide customer, competitive, and sales lead information to the appropriate account manager.
- Customer Support: Provided real-time and follow-up customer support, diagnosing issues, creating repair strategies, performing and verifying repairs, and introducing customers to basic features and functions of the instrument and software.
- Scheduling and Prioritizing: Managed, prioritized, and scheduled all work to be performed by direct reports to satisfy internal and external customer demands, response time, pm completion rates, service callback, first visit fix rates, pre-calls, on time closure rates.
- Technical Abilities: Performed as well as managed system installations using technical abilities and independent judgment during evaluations, troubleshooting, repairs, testing, refurbishing, routine maintenance, and validation.
- Data Management: Managed and tracked log data and completion of reports detailing service calls, indicating call types and onsite visits, including service completed using Salesforce, recommending next service visit, first time fix rate, on time closure and modifications to improve or update current design.
- Training and Certifications: Completing and maintaining training and certifications for all direct reports.
- Evaluation: Managed, mentored, and evaluated a regional team of field service engineers of varying professional levels.
- Quality Management: Ensured that all direct reports adhere to Quality Management Procedures (QMI) and work instructions (WI) as set by Quality Management Systems (QMS)
- Performance Improvement: Writing Performance Improvement Plans when necessary.
- Conduct performance reviews, provide coaching, and address HR or performance-related issues
- Backfill, and onboard new team members as needed
- Lead team meetings and hold team members accountable to performance metrics
- Support strategic planning and innovation in operational processes
- Perform root cause analyses to resolve operational inefficiencies
- Coordinate scheduling support and respond to triage calls
Reliability Technical Engineering Associate
Honeywell Fire Solutions Group
01.1994 - 01.2018
- Responsible for setup, installation, testing and repairing of Life Safety fire equipment to component level on Firelite, FCI, Notifier, and Game well fire panels.
- Provided field technical support and performed field return root cause analysis and recommended corrective actions.
- Wrote functional test plans to validate Fire Panel Software.
- Performed ASTM standards practice for ESD, Drop test, Vibration and transportation testing of fire panels, shipping containers to ADT yellow page and Honeywell standards.
Education
Two Year Certificate - Electronics
CT School of Electronics
Skills
- Operational efficiency
- Coaching and mentoring
- Compliance management
- Staff development
- Sales support
- Workforce planning
- Service delivery
- Positive attitude
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Computer skills
- Organizational skills
- Team collaboration
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Problem resolution
- Relationship building
- Customer relations
- Team building
- Professional and courteous
- Task prioritization
- Work Planning and Prioritization
- Scheduling and coordinating
- Managing operations and efficiency
- Interpersonal skills
- Customer relationship management
- Analytical thinking
- Self motivation
- Conflict resolution
- Employee training
- Recruitment and hiring
- Training and development
- Operations management
- Goal setting
- Team development
- Professionalism
- Good judgment
- Staff management
- Interpersonal communication
- Task delegation
- Complex Problem-solving
- Documentation and reporting
- Strategic planning
- Negotiation and conflict resolution
- Employee coaching and mentoring
- Schedule management
- Staff training
- MS office
- Preventive Maintenance
- Time management abilities
- Continuous improvement
- Adaptability
- Written communication
- Crisis management
- Data analysis
- Employee development
- Interpersonal relations
- Administration and reporting
- Performance evaluation
- Risk management
- Emergency response
- Professional demeanor
- Problem-solving aptitude
- Shift scheduling
- Performance management
- Onboarding and orientation
- Performance tracking and evaluation
- Process improvement
- Negotiation
- Performance evaluations
- Performance reviewing
- Cost control
- Idea development and brainstorming
- Budget management
Certification
Six Sigma Green Belt
Timeline
Northeast Area Service Manager
Analytical Technologies Group
01.2018 - 01.2025
Reliability Technical Engineering Associate
Honeywell Fire Solutions Group
01.1994 - 01.2018
Two Year Certificate - Electronics
CT School of Electronics