Robert Thomas
Eighty Four,PA
Summary
Dynamic and results-driven professional with proven expertise in elevating customer satisfaction and driving business success. Proficient in cultivating and nurturing strong client relationships while delivering tailored solutions that exceed expectations. Skilled in understanding customer needs, providing strategic guidance, and seamlessly implementing initiatives to achieve measurable outcomes. Instrumental in collecting and analyzing customer feedback to identify opportunities for improvement and optimize customer experience. Dedicated to fostering high-performing teams and empowering individuals to attain full potential. Committed to delivering exceptional results, surpassing customer expectations, and fueling long-term business growth.
Overview
13
13
years of professional experience
Work History
Field Service Engineer
Noah Medical
01.2023 - Current
- Responsible for maintenance, repairs, upgrades, familiarization, qualification, and troubleshooting in a clinical environment in the robotic bronchoscopy space (Noah Galaxy)
- Continuous cross functional customer planning to close gaps during installations and site launches
- Providing feedback for product improvement and beneficial features to expand product usability and success
- Coordination of repairs and support of other field services engineers
- Responsible for providing technical support for the other employees via the customer service hotline
- Drives escalation process internally to offer fast solutions to field issues and providing ownership until a resolution is found
- Conducts on the job training and mentorship to on-boarding service fields service engineers
- Maintains timely reports and completions of works order in Salesforce.
Implementation Manager
Thermo Fisher
01.2021 - 01.2023
- Coordinate internal resources and collaborate with customers to achieve proof of concept, provide application support, manage large project installations, and develop custom solutions
- Conduct customer feedback, identify future requirements, and address complaints while facilitating communication with the respective business units (IC, GC, HPLC, TEA, CDS)
- Collaborate with the team and sales account managers to develop strategic account plans, including timelines for seed/product placement, discounting, and feedback channels
- Serve as primary contact for customers during the installation process while coordinating schedules and ensuring field service engineers possess OSHA certifications and drug testing for industrial markets.
- Ensured timely completion of actionable items by providing leadership and support remotely and on-site.
- Maintained accountability and task management for team members by using A3 process through regular meetings/deadlines.
- Recognized for overseeing hiring, training, mentoring, and scheduling of Customer Success Managers, while leading WIAS-wide project meetings for team Director.
North American Service Specialist
Thermo Fisher
01.2016 - 01.2021
- Provided second-level service for hot accounts on GC/GCMS/Obri-trap systems
- Developed comprehensive course materials for instrument training programs
- Delivered factory courses to Field Service Engineers on instrument operations
- Oversaw mentoring and certification process for the Q Exactive GC product line
- Contributed articles to the knowledge base, keeping the service team updated on fixes and solutions.
- Supported field engineers through online resources while utilizing Rescue Lens and HoloLens technology.
- Ensured customer satisfaction by monitoring and assisting throughout the service call process for hot accounts.
- Conducted knowledge-sharing by contributing articles to the service knowledge base for up-to-date fixes and solutions.
Field Service Engineer
Thermo Fisher
01.2012 - 01.2016
- Performed comprehensive maintenance, including corrective and preventive measures, on Gas Chromatography, Liquid Chromatography, and Mass Spectroscopy instrumentation
- Oversaw customer accounts, and inventory management while delivering top-tier technical assistance
- Delivered IQ/OQ services to validate laboratories as per specific requirements.
- Known for guiding and training new team members in instrument operations, corporate policies, and procedures.
- Ensured efficient service operations by managing service backlog, parts inventory, consumables, and maintaining accurate service records.
Education
Bachelor of Arts in Biology -
Seton Hill University
PA, 2008Skills
- Customer Onboarding
- Business Development & Growth
- Customer Relationship Management
- Subject Matter expertise
- Project Management
- Account Management
- Strategic Planning & Execution
- Medical Robotics
- Team Training & Leadership
- Cross-functional Collaboration
- Customer Service & Satisfaction
- Technical Support
- Service Documentation
- System diagnostics
- Customer Service Management
- Mechanical Troubleshooting
- Equipment installation and repair
- Preventive Maintenance
- Coordinating projects
- Technical acumen
- Customer Service
- Problem-Solving
Credentials
- Green Security
- IntelliCentrics
- Vendormate
- Venderstat
- Symplr
- TWIC
Timeline
Field Service Engineer
Noah Medical
01.2023 - Current
Implementation Manager
Thermo Fisher
01.2021 - 01.2023
North American Service Specialist
Thermo Fisher
01.2016 - 01.2021
Field Service Engineer
Thermo Fisher
01.2012 - 01.2016
Bachelor of Arts in Biology -
Seton Hill University