Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pedro R. Cruz

Livonia

Summary

Dedicated Quality Engineer with 5+ years of experience in quality assurance and quality control. Proven track record of delivering high-quality products that meet customer requirements and industry standards. Highly skilled in conducting product and process audits, analyzing data, and developing corrective action plans.

Overview

10
10
years of professional experience

Work History

Customer Service Account Representative

EPI Marketing Services
Livonia
12.2024 - Current
  • Team Leadership and Management: Setting performance goals, providing feedback, and evaluating team members.
  • Managing workload and ensuring efficient operations.
  • Customer Service Operations: Overseeing daily customer service interactions, resolving inquiries, and handling complaints.
  • Developing and implementing customer service policies and procedures.
  • Monitoring key performance indicators (KPIs) like customer satisfaction scores (CSAT), response times, and resolution rates.
  • Marketing & Customer Engagement: Identifying areas for customer service improvement based on feedback and data analysis.
  • Developing and implementing customer loyalty programs and strategies.
  • Collaborating with marketing and sales teams to create integrated customer experiences.
  • Utilizing marketing channels to engage customers and promote products or services.
  • Reporting and Analysis: Creating reports on customer service performance and trends.
  • Analyzing data to identify patterns and areas for improvement.
  • Staying up to date on industry trends and best practices.

Field Service Engineer

Rhombus Energy Solutions, Inc.
Dearborn
04.2019 - 06.2024
  • Commissioned, troubleshot, installed, maintained, and repaired designated equipment at voltage levels from 208 to 480VAC and 200 to 1,000VDC.
  • Adhered to the Standard for LV Electrical Safety NFPA 70E.
  • Completed Preventative Maintenance and field modifications.
  • Ordered and managed repair parts.
  • Maintaining customer service logs and internal service records in a timely manner.
  • Maintained daily communications with customers to ensure resolution and proper follow-up.
  • Maintained tools and test equipment and ensured they were properly calibrated.
  • Utilized the escalation process to resolve customer service issues.
  • Worked as a member of the local team to provide efficient service delivery to all accounts within assigned area.
  • Traveled to customer site to ensure customers needs.

Resident Quality Engineer

Tianhia Electric North America
Sterling Heights
04.2017 - 01.2019
  • Wired Harness Technician.
  • Assisted as Design Release Engineer.
  • Managed complex and potential high-risk supplier situations related to part/process Development-Launch.
  • Evaluated new suppliers.
  • Performed current supplier process assessments through Launch Phase and SOP.
  • Performed launch supplier readiness assessments and drove the required action plans through the APQP template.
  • Improved, monitored, and reported supplier’s performance (cost, quality and timing).
  • Implemented error proofing as required for supplier manufacturing processes.
  • Identified best practices for manufacturing design / processes.

Resident Engineer

Yazaki North América
Canton
11.2015 - 04.2017
  • Worked as a team with the Commodity Buyer in making sourcing decision, readiness, capability, and status.
  • Supported Supplier Design Reviews.
  • Identified best practices for manufacturing design / processes.
  • Prior to tooling kickoff decision, drove closure of tooling issues related to manufacturing feasibility, timing, or part design issue with Supplier and our team.
  • Supported tool kick off meetings.
  • Performed Supplier APQP / PPAP activity at supply base as needed.
  • Ensured successful PPAP submission on time to Program needs, and/or reasonable supplier timing.

Education

Electrical Engineer -

Henry Ford College
10.2025

Mechanical and Electrical Engineer -

National Institute of Professional Technical Training (INFOTEP)
01.2016

Skills

  • Bilingual fluent in English & Spanish
  • Outstanding organization skills
  • Problem-solving skills
  • Customer service skills
  • Strong interpersonal skills
  • Teamwork skills
  • Proficient in Microsoft Suite
  • Proficient in Outlook
  • Knowledge of GD&T principals
  • Experience working with suppliers for PPAPS
  • Experience supporting Plant Operations
  • Knowledge of TS 16949 requirements
  • Experience with NFPA 70E compliance
  • Knowledge in Power Electronics
  • Knowledge in Power Conversion
  • Troubleshooting skills
  • Experience with voltage levels from 208 to 480VAC
  • Experience with voltage levels from 200 to 1000VDC
  • Experience with power levels greater than 30kW

Timeline

Customer Service Account Representative

EPI Marketing Services
12.2024 - Current

Field Service Engineer

Rhombus Energy Solutions, Inc.
04.2019 - 06.2024

Resident Quality Engineer

Tianhia Electric North America
04.2017 - 01.2019

Resident Engineer

Yazaki North América
11.2015 - 04.2017

Electrical Engineer -

Henry Ford College

Mechanical and Electrical Engineer -

National Institute of Professional Technical Training (INFOTEP)

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Pedro R. Cruz