Ken Hopkins
Trenton,TX
Summary
Dynamic Field Service Technician with a strong background at Rovema North America, specializing in technical troubleshooting and customer service excellence. Recognized for resolving complex issues and enhancing service delivery, while effectively training teams and building lasting client relationships. Committed to maintaining safety and efficiency, consistently achieving high levels of customer satisfaction.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Field Service Technician/Service Manager
Rovema North America
Norcross, GA
04.2017 - Current
- Facilitated communication between the service department and other company divisions.
- Coordinated with sales and marketing teams to develop service offers and promotions.
- Reviewed customer billing statements for accuracy prior to release.
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed all necessary paperwork for service calls in a timely manner.
- Disassembled dysfunctional machinery to perform root cause analysis and repairs.
- Resolved customer complaints regarding product performance or malfunctioning equipment in a professional manner.
- Delivered outstanding customer service on field visits to meet corporate guidelines.
- Wrote detailed service reports describing work completed, issues and recommendations.
- Trained customers on equipment after installation.
- Explained and demonstrated equipment operations to customer.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Maintenance Technician
Ruiz Foods
Dennison, Texas
06.2016 - 04.2017
- Responded promptly to emergency breakdowns at any time during shift hours.
- Routinely inspected plant equipment for signs of wear or malfunctioning parts.
- Diagnosed equipment malfunctions and performed repairs to restore equipment and maintain uptime.
- Performed routine maintenance by inspecting drives, motors or belts.
- Diagnosed problems with mechanical and electrical systems and equipment using advanced troubleshooting abilities.
- Dismantled machines, equipment, or devices to access and remove defective parts.
- Performed preventive maintenance tasks, including lubrication and cleaning of machines and equipment.
- Implemented troubleshooting techniques to resolve issue.
- Completed day-to-day duties accurately and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Bench Technician
Dr. Smart Phones Certified Smartphone Repair
Denton, Texas
10.2015 - 06.2016
- Removed damaged components, assessed faults and repaired or replaced with new parts.
- Used soldering skills to break connections and reconnect components.
- Demonstrated equipment to customers and explained use, responding to inquiries or complaints.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Application Specialist, Trainer, and Safety Manager
GEA Food Solutions
Frisco, Texas
05.2000 - 11.2014
- Assisting Field Service Technician in completed applications
- Train FST on the operation and service of industrial packaging machines
- Work to ensure a safe working environment
- Previous to this I was a service manager for eleven FST
- Task included but not limited to scheduling the service and the billing of the service.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Developed training materials and procedures or trained operators.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Completed all necessary paperwork for service calls in a timely manner.
Education
Trade School -
Amtech Institute
Wichita, Kansas11.1990
Tech School -
Flint Hills Area Tech
Emporia, Kansas05.1989
High School -
Maris des Cygnes Valley
Melvern, Kansas05.1989
OSHA
The University of Texas At Arlington
Arlington, TXSkills
- OSHA General Industry Safety and Health
- Industrial Safety Training
- Forklift Certification
- Forklift Safety and Operation Training
- Stress Management
- Crisis Intervention
- Handling Confrontation in the Work Place
- Technical troubleshooting
- Customer service
- Service coordination
- Problem solving
- Customer training
- Service documentation
- Conflict resolution
- Process improvement
- Reading wiring diagrams
- Electrical systems
- Prioritization and time management
- Equipment Repair
- Schematic interpretation
- Technical analysis
- Timely reports completion
- Mechanical aptitude
- MS office
- Electrical troubleshooting
- Training and mentoring
- Accountability and work ethic
- Customer consulting
Certification
- 30 Hour OSHA course in General Industry Safety and Health, 04/01/12
- Forklift Certification Train the Trainer, 05/01/12
Personal Information
Title: Application Specialist, Trainer, Safety Manager
References
References upon request
Professional And Community Memberships
- Christian Motorcycle Association
- Nation Fellowship of Raceway Ministries
Skills And Accomplishments
- OSHA General Industry Safety and Health, 04/01/12, Certified to train Industrial Safety to employees
- Forklift Certification, 05/01/12, Certified to train forklift safety and operation
- Stress Management and Crisis Intervention Course, Completed
- Handling Confrontation in the Work Place, Completed
Affiliations
- Enjoy riding my motorcycle, spending time with family, and playing problem solving video games
References
References available upon request.
Timeline
Field Service Technician/Service Manager
Rovema North America
04.2017 - Current
Maintenance Technician
Ruiz Foods
06.2016 - 04.2017
Bench Technician
Dr. Smart Phones Certified Smartphone Repair
10.2015 - 06.2016
Application Specialist, Trainer, and Safety Manager
GEA Food Solutions
05.2000 - 11.2014
Trade School -
Amtech Institute
Tech School -
Flint Hills Area Tech
High School -
Maris des Cygnes Valley
OSHA
The University of Texas At Arlington
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