Robert Leander
North Smithfield,RI
Summary
Dedicated, challenge-ready and high energy Field Service Manager and Network Technician Professional with 20 plus years of experience. Focused on building a strong customer base through effective communication and up-sell. Diligent and focused with a strong commitment to providing superior client service during compressed time frames.
Overview
24
24
years of professional experience
Work History
National Service Technician
C.P. Bourg
New Bedford, United States
04.2019 - Current
- Installed new equipment explained operation along with routine maintenance protocols to customers.
- Diagnosed troubleshot problems, while repairing machines to peak performance.
- Evaluated systems according to predetermined checklist repaired noted issues.
- Trained customers employees managers on machine use and maintenance.
- Efficiently troubleshot repaired C.P. Bourg Perfect Binder Booklet Making equipment to cut company costs to maximize productivity.
- Successfully worked with engineering team along with one of our partners to land Multi-Billion dollar account. Making product updates while implementing enhanced safety features
- Handled ten calls per day to address customer inquiries along with concerns
Field Service Technician
TOPAZ Engineering Supply Inc.
Hingham, MA
06.2017 - 04.2019
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Properly completed work reports for each field visit.
- Discussed and recommended service options with customers and explained costs involved.
- Interacted with all necessary partners including vendors, upper management and peers.
- Performed annual service visits and completed preventative maintenance on all systems.
- Provided telephone support to customers by determining cause of issue and explaining most effective solution.
- Operated all hand tools and power equipment according to company safety procedures.
- Reviewed all aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Recommended architectural improvements, design solutions and integration solutions.
- Collaborated with clients from concept through final delivery of product or service.
- Recommended network security standards to management.
- Repair and Network Pagewide XL and Designjet T2500/3500
Field Service Manager
Aztec Office Technology
Middletown, CT
09.2014 - 06.2017
- Manage team of 10 field service technicians in RI, MA, CT & NH.
- Doubled print volume by and additional revenue of 25% Suggested new products that increased earnings by 23%.
- Tech Assist to troubleshoot complex multi-function office machines.
- Prioritize call volume for team technicians.
- Review service contract accounts to maintain client retention.
- Resolved daily average of 7 technical inquiries each day.
- Programmed and troubleshot devices following installation.
- Recommended system-level hardware and software installations.
- Repaired malfunctioning system components.
- Determined best location for customer satellites.
- Attached electrical and telephone wiring to properly connect components.
- Completed logs and reports according to established policies and procedures.
- Diagnosed and repaired hardware, software and system issues.
- Isolated faults in units and components.
- Drafted suggested stocking guides to provide parts information.
- Evaluated and validated claims and submitted service reports to support claims.
- Delivered and set up computers, copiers and other printing & networking equipment.
- Test, analyze and connect digital products to multi-user networks as well as provide internal IT services.
Printologist & Network Install Technician
Innovex
Lincoln, RI
09.2013 - 09.2014
- Slashed administration cost by approximately 50% by implementing car stock and replenishment program Managed numerous accounts across RI, MA and CT including VIP large accounts Set and monitor user controls and accounting setting on both multi-function devices and server levels of printing SLA of 4-hour response time within service call being placed Explained company offerings to promote products and services to clients.
- Supplied technical and customer service support with networking.
- Installed machine monitoring software such as FM Audit.
Field Service Technician II
Ricoh America Ikon Office Solutions
West Greenwich, RI
01.1998 - 09.2013
- Responsible for 350 machines in field while retaining ratio of 145% Accountable for three buildings for multi-million dollar accounts Provided second level technical support to other technicians Worked closely with sales partners to maximize equipment leads and up sell opportunities.
- Monitored machine meter read, HP Web Jetadmin software Opened/Closed and assigned Remedy tickets across 3 interlinking help desk areas Met 98% up time guarantee of deadlines and quotas for installations and repairs.
- Managed on-site and off-site installation, repair, maintenance and test tasks
Education
High School Diploma - Electronics and Information Technology
West Warwick High School
West Warwick, RI1996
Skills
- Canon image runner advance installation expert
- Canon ImageproGraf installation expert
- Ricoh installation expert
- Time management
- Network connectivity knowledge
- Network Certification
- Excellent communication skills
- Pagewide XL Certified
- Designjet T2500/3500 Certified
- Motivated Team Player
- ECopy Certified
- Service and Customer Oriented
- CP Bourg Perfect Binder (BB3002) equipment knowledge
- CP Bourg Booklet Maker (BME) equipment knowledge
Additional Information
- Community Support West Warwick Recreational Soccer Coach West Warwick Competitive Soccer Coach
Accomplishments
Supervised a team of 10 technicians
Received Technician of The Month Award numerous times out of 20 technicians for achieving highest level of quality service and work.
Timeline
National Service Technician
C.P. Bourg
04.2019 - Current
Field Service Technician
TOPAZ Engineering Supply Inc.
06.2017 - 04.2019
Field Service Manager
Aztec Office Technology
09.2014 - 06.2017
Printologist & Network Install Technician
Innovex
09.2013 - 09.2014
Field Service Technician II
Ricoh America Ikon Office Solutions
01.1998 - 09.2013
High School Diploma - Electronics and Information Technology
West Warwick High School