JERRAD DOOLEY
Royse City,TX
Summary
Experienced engineering professional with a successful background as a Field Service Engineer and Product Support Engineer. Proven expertise in delivering on-site technical support, performing maintenance, and resolving complex hardware and software issues. Skilled at building strong client relationships, optimizing system performance, and collaborating with development teams to drive continuous product improvement. Extensive knowledge of product functionality, excelling in customer support, cross-functional collaboration, and technical problem-solving. Recognized for consistently providing exceptional technical assistance, clear communication, and efficient solutions in diverse engineering environments.
Overview
13
13
years of professional experience
Work History
Product Support Engineer
T2 Biosystems
03.2023 - 02.2025
- Developed and maintained a comprehensive knowledge base, enabling swift issue resolution and enhancing the efficiency of the support process.
- Enhance customer relationships by providing expert-level technical support resolving instrument issues minimizing downtime.
- Experienced in retrieving data and analyzing logs to assess the status of instruments
- Offer both technical and non-technical support and services to customers and staff regarding product use, operation and maintenance
- Collaborate closely with the development team to communicate and document software bugs and enhancement requests, contributing to continuous product improvement.
- Proficient in maintaining preventative maintenance schedules and deploying Field Service Personnel for urgent visits
- Generate, send and process service and sales quotes efficiently
- Oversee customer accounts and assets within Salesforce and Oracle platforms
- Ensuring accurate and timely completion and closure of all field personnel cases within specified deadlines.
Field Service Engineer
T2 Biosystems
04.2021 - 02.2025
- Executed installation, troubleshooting, and maintenance of equipment at client sites, ensuring minimal downtime and optimal performance
- Conducted thorough equipment testing and diagnostics, implementing preventive measures on robotics to enhance overall system reliability
- Oversaw instrumentation maintenance across a multi-state region, concurrently offering support in additional territories nationwide
- Collaborated with clients to understand their specific needs, providing tailored solutions and exceeding service expectations
- Documented service activities comprehensively, creating detailed reports for internal records and client communication
- Acquired proficient skills in analyzing log and XML files
- Possesses comprehension of wiring diagrams and schematics
- Performed quarterly inventory counts with precision
- Experience in guiding and facilitating the onboarding process for new Field Engineers
- Skilled in utilizing Salesforce, SF Field Service Lightning, Oracle, and Concur applications
- Timely completion of all expense reports in adherence with company policies.
Field Service Engineer
Haemonetics Corp
04.2020 - 04.2021
- Coordinate and oversee scheduled preventive maintenance visits to customer sites.
- Provide assistance in equipment testing, start-up, and validation during installation services.
- Conduct troubleshooting and execute necessary repairs as part of maintenance activities.
- Consult with clients to grasp current requirements and offer strategic insights for enhancing long-term equipment performance.
- Offer mid-level technical support to customers through phone consultations or on-site visits.
- Record and document the resolution of customer issues in Salesforce.
- Keep a vigilant eye on inventory levels, ensuring an adequate supply of repair parts and equipment.
- Independently manage and oversee the service territory area for efficient operations.
Lead Utility Locate Technician/Senior Technician
USIC Locating Services Inc
04.2016 - 04.2020
- Captured images of utility sites and applied paint and flags to designate lines for excavation personnel.
- Used radio detection equipment with various frequencies to determine depths of telephone, fiber, coaxial, water, sewer, gas, and electric lines.
- Produced maps detailing the locations and information of existing utility lines and potential plans for future installations.
- Completed contractors' locate requirements in challenging outdoor conditions within specified timeframes.
- Identified malfunctioning utility lines, communicated with facility owners, and facilitated necessary repairs.
- Reviewed maps and as-built drawings to pinpoint locations and sizes of underground utilities.
- Collaborated with multiple contractors, ensuring efficient locates without impeding their progress.
- Adhered to quality standards and procedures, minimizing damages and enhancing utility owners' satisfaction.
Supervisor
Encore Wire
01.2012 - 04.2016
- Managed and enhanced the performance of a team of 22 employees, ensuring high-quality output.
- Adjusted job assignments and schedules to align with dynamic business needs, considering processes, employee expertise, and customer demands.
- Conducted regular inspections of incoming materials to verify quality and compliance with established product specifications.
- Prepared, calibrated, and monitored production machinery to sustain optimal production levels and consistently meet daily targets.
- Maintained cleanliness and organization in production areas to prevent violations and minimize work delays due to hazards or inefficient layouts.
- Acted as a supportive liaison between external customers and internal operations.
- Assessed employee strengths and delegated tasks based on experience and training.
- Adapted production schedules to accommodate changing conditions, such as material shortages.
Education
Bachelor of Science - Project Management
Colorado Technical University
Colorado Springs, CO02-2026
Skills
- Customer Service Support
- Analytical and Methodical
- Technical Troubleshooting
- Hardware support
- Multitasking and Prioritization
- On-Site Support
- Customer Management
- Instrumentation Maintenance
- Troubleshooting and Diagnostics
- Managing Operations and Efficiency
- Salesforce, Oracle and Microsoft Suite
- Training and mentoring
Timeline
Product Support Engineer
T2 Biosystems
03.2023 - 02.2025
Field Service Engineer
T2 Biosystems
04.2021 - 02.2025
Field Service Engineer
Haemonetics Corp
04.2020 - 04.2021
Lead Utility Locate Technician/Senior Technician
USIC Locating Services Inc
04.2016 - 04.2020
Supervisor
Encore Wire
01.2012 - 04.2016
Bachelor of Science - Project Management
Colorado Technical University
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