John Dowd
Auburn,Massachusetts
Summary
Knowledgeable Field Service Engineer with top strengths in planning, problem-solving and communication. Skilled in maintaining high customer satisfaction, controlling inventory and providing technical support. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Field Service Engineer
Loma System/ITW
04.2008 - Current
- Improved equipment reliability by conducting thorough field service repairs and maintenance tasks.
- Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues.
- Performed detailed diagnostics to accurately identify root causes and implement appropriate solutions for improved system performance.
- Streamlined workflow processes, reducing downtime and increasing overall productivity in the field.
- Delivered comprehensive training sessions for clients, resulting in increased confidence in operating advanced equipment.
- Performed onsite installation, modification and maintenance of systems and equipment.
- Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures.
- Diagnosed and repaired problems with electrical and mechanical systems.
Service Manager
Pixelink
07.2006 - 01.2008
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Launched quality assurance practices for each phase of development
Senior Field Service Technician
Pitney Bowes
07.1988 - 07.2006
- Enhanced equipment performance by conducting regular maintenance, troubleshooting, and repair tasks.
- Streamlined service processes for increased efficiency and reduced downtime in the field.
- Improved customer satisfaction with timely and effective resolution of technical issues.
- Reduced response times by effectively prioritizing service requests based on urgency and impact on operations.
- Established strong relationships with clients by providing exceptional customer support and addressing concerns promptly.
- Contributed to sales efforts by identifying upsell opportunities during service visits and effectively communicating benefits to customers.
- Demonstrated strong problem-solving abilities by quickly diagnosing and resolving complex technical issues in high-pressure situations.
- Trained and supported new hires resulting in better understanding of process flow and safety procedures.
Education
No Degree - Electronics
Quinsigamond Community College
Worcester, MASkills
- On-Site Support
- Customer Service Management
- Equipment Installation
- Preventive Maintenance
- Mechanical Troubleshooting
- Recordkeeping Requirements
- Technical Support
- Safety Meetings
- PLC Programming
- Computer Software Repair
- Service Documentation
Accomplishments
Customer Satisfaction Award, North America Service Group 2015
Certification
A+ Certification
Volunteer Work
Member Leicester Volunteer Fire Department- Firefighter 1986-2001
Timeline
Field Service Engineer
Loma System/ITW
04.2008 - Current
Service Manager
Pixelink
07.2006 - 01.2008
Senior Field Service Technician
Pitney Bowes
07.1988 - 07.2006
No Degree - Electronics
Quinsigamond Community College
A+ Certification
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