Mark William Schreer
Ricoh USA
Holland,Michigan
1
Language
43
years of professional experience
Customer Support Engineer experienced in resolving technical issues and enhancing user satisfaction. Achieved high customer satisfaction through effective troubleshooting and proactive problem resolution. Focused on delivering efficient solutions and maintaining strong client relationships.
Work History
Senior Customer Support Engineer
4 Years 11 Months- Led troubleshooting efforts for complex technical issues, enhancing customer satisfaction and operational efficiency.
- Developed and implemented streamlined processes, reducing ticket resolution time and improving service delivery.
- Collaborated with cross-functional teams to identify root causes of recurring issues, driving long-term solutions.
- Mentored junior support engineers, fostering skill development and knowledge sharing within the team.
Senior Customer Support Engineer
2 Years 10 Months- Managed all machines in both office and production products in my area.
- Led troubleshooting efforts for complex customer issues, enhancing resolution speed and quality.
- Developed training materials and conducted sessions for junior support engineers, improving team performance.
- Streamlined support processes through implementation of knowledge management systems, increasing efficiency.
Service engineer
2 Years 9 Months- Maintained responsibilities similar to those at DecisionOne. DecisionOne took over the Curvature contract with Xerox.
- Diagnosed and resolved technical issues for diverse client systems.
- Conducted routine maintenance and repairs on critical equipment.
- Collaborated with cross-functional teams to enhance service delivery processes.
Sales associate
2 Years- Sold Ashley, Best, England furniture, among others. I ordered custom furniture to meet customer requests. Engaged customers to understand their needs, guided them to suitable furniture, explained financing options, processed payments, and coordinated furniture delivery. Consistently exceeded monthly sales goals, achieving 198 percent of the target in one month. All goals were overachieved every year.
- Delivered exceptional customer service by actively engaging with clients and addressing inquiries.
- Assisted customers in selecting furniture that meets their needs and preferences.
- Maintained an organized sales floor, ensuring product displays were visually appealing and well-stocked.
Low Voltage Technician
1 Year 9 Months- I was the sole owner and operator of this business. Flipped a condo and a home for profit. Remodeled a few kitchens and a bathroom. Installed tile flooring in residential properties, hung cabinets, did a few little electrical jobs, hung doors put in windows. Would do anything the home owner did not want to do. Then landed a job at Parkway electric as a sub-contractor. (1099 employee) With them I installed fire alarms, A/V, data and A/V wire pulls,termination of wires, data switches and cabinets. Just to name a few projects, I was a part of, the Jenison Fine Arts building’s sound system installation, Whirlpool corp. White noise installation in Benton Harbor 2 phases. I provided reports and pictures of the condition of all the network cabinets in Meijer stores in Ohio, Indiana, Illinois, Michigan, and Kentucky. Contributed to installation of replacement switches, routers, and firewall for wide area network setup, ensuring service verification for Meijer IT.
- Installed and maintained low voltage systems for residential and commercial properties.
- Troubleshot electrical issues in security, audio, and video systems to ensure optimal performance.
- Developed standard operating procedures to enhance efficiency in system installations and repairs.
Senior Customer Service Engineer
4 Years- Returned to field with specialized production team, applying skills from previous role. Maintained previous role tasks while adapting to new team dynamics. Then I semi-retired in 2012 to pursue my dreams of owning my own business.
- Led cross-functional teams to resolve complex customer issues efficiently.
- Developed and implemented training programs for new customer service engineers.
- Streamlined troubleshooting processes, enhancing response times and customer satisfaction.
Senior Customer Service Engineer
26 Years 2 Months- Diagnosed and repaired Xerox color and monochrome digital MFDs in office and production environments, collaborating with IT providers and site coordinators to address issues. When machines went from analog to a digital environment I had to work hand in hand with the IT providers and site coordinators to diagnose issue. Did many CBT courses to get familiar with how a network worked. I needed the knowledge to determine whether the problem was a hardware, software or network related issue. I worked on Sun, Dell, and Fiery servers and laptops both hardware and software. Managed territory for various Xerox models. These devices ranged from small desktop, to production digital printing presses. This was a Break/fix position and measurements included, reliability of machines in the field, customer satisfaction survey targets and parts expense and inventory management. I excelled in all areas. Went where Xerox wanted me to go. Started in Grand Rapids, transferred to Kalamazoo then to Mt. Pleasant area, Then I was promoted to management in 2005-2008 and took a team in Lansing and then was assigned the Grand Rapids team.
- Led cross-functional teams to resolve complex customer issues, enhancing client satisfaction and loyalty.
- Developed and implemented efficient troubleshooting procedures, reducing resolution time for technical inquiries.
- Mentored junior engineers, fostering skill development and ensuring high-quality service delivery standards.
Field Manager Customer Service/ Account Manager
3 Years 3 Months- Dec. Of 2005 I became a FMTS - Field Manager Technical Services. January of 2005 I took over a Service Team in the Lansing area. I had 30 direct reports with around 8000 customers they serviced. In June of 2007 I was given the opportunity of taking a team in the Grand Rapids area. This provided me more opportunity for leadership growth. This team had a total of 32 direct reports. 29 Customer Service Engineers serviced 12 counties and over 10000 customers. This assignment gave me the opportunity to be responsible for a management services account. Spectrum Hospital, with the help of my 3 management services team, we provided service and support of all the multi-function printer needs for all the hospital facilities throughout western Michigan area. We worked closely with hospital leadership to provide superior maintenance, print shop, and break/fix services. Delivered monthly print volume reports and clarified billing details to Spectrum leadership, facilitating informed decision-making. Sadly there was a reduction in force in 2008 and I was assigned a different role.
- Led cross-functional teams to enhance operational workflows and improve service delivery.
- Developed training programs for staff, fostering skill development and performance improvement.
- Implemented process improvements to increase efficiency in field operations and customer satisfaction.
Warehouse Clerk
2 Years 4 Months- Loaded and unloaded trucks, conducted inventory checks to maintain accurate stock levels. Drove fifth wheeler to deliver hardware for product display, ensuring timely setup for merchandising. I still have a Chauffeurs License for that purpose. I also Maintained cleanliness of facility by performing regular cleaning tasks..
- Operated forklifts and pallet jacks to efficiently move inventory within warehouse.
- Conducted daily inspections of equipment to ensure safe operational standards.
- Organized and maintained accurate inventory records using warehouse management systems.
Education
Associates In Electronics - Electronic engineering
- Associates degree in Electronic engineering, was trained to design electronic circuits design, and robotic circuit design.
- GPA: 3.87 GPA
Skills
Problem solving
organization
leadership
Technical troubleshooting
Analytical thinking
Time management
leadership
Training and mentoring
Computer literacy
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] through effectively helping with [Task].
- Collaborated with team of [Number] in the development of [Project name].
- Supervised team of [Number] staff members.
Languages
English
Full Professional
Timeline
Senior Customer Support Engineer
Ricoh USA
2021.09 - CurrentRead More
Senior Customer Support Engineer
DecisionOne
2018.10 - 2021.08Read More
Service engineer
SMS, Curvature corp.
2016.01 - 2018.10Read More
Sales associate
Van Hill Furniture
2014.01 - 2016.01Read More
Low Voltage Technician
Mark's Handyman Service
2012.04 - 2014.01Read More
Senior Customer Service Engineer
Xerox Corp.
2008.03 - 2012.03Read More
Field Manager Customer Service/ Account Manager
Xerox Corp.
2004.12 - 2008.03Read More
Senior Customer Service Engineer
Xerox Corp.
1986.01 - 2012.03Read More
Warehouse Clerk
Frito Lay Corp.
1983.09 - 1986.01Read More
National Institute of Technology
Associates In Electronics from Electronic engineering
Read More