ROGER HERRERA

Supervise and manage service team members, which includes hiring, training, and conducting performance evaluations. Establish clear performance expectations, goals, and objectives for the team on a weekly and monthly basis. Maintain high standards of customer service and encourage team members to consistently deliver exceptional service. I assist on-site with installations and services to teach new technicians about their day-to-day tasks and effective communication with customers. This is part of developing practical techniques and specialization in laser mechanics for new technicians.
- Develop and implement service procedures and policies to facilitate efficient and effective service delivery. Monitor service metrics, analyze customer feedback, and identify areas for improvement in customer service practices. Oversee the management of parts inventory, including orders, invoices, and requests for original equipment manufacturer (OEM) parts. Address customer inquiries, complaints, and escalations promptly and effectively. Foster positive relationships with customers and vendors to ensure satisfaction through superior service and support.
- In the realm of installations, I oversee the planning, coordination, and execution of installation projects, serving as the primary point of contact for clients. I address their inquiries and concerns while resolving quality-related issues. I identify and mitigate challenges that may arise during the installation process to ensure smooth operations. Additionally, I ensure adherence to all safety protocols and regulations on project sites, including providing appropriate personal protective equipment (PPE) for the installation team. I also ensure that we follow customer facility safety guidelines.
- Maintain service schedules to ensure timely equipment maintenance. Develop and implement service procedures and policies to facilitate efficient and effective service delivery. Monitor service metrics, analyze customer feedback, and identify areas for improvement in customer service practices. Oversee the management of parts inventory, including orders, invoices, and requests for original equipment manufacturer (OEM) parts. Address customer inquiries, complaints, and escalations promptly and effectively. Foster positive relationships with customers and vendors to ensure satisfaction through superior service and support.

• Installing new equipment, performing preventive maintenance, troubleshooting, and making emergency repairs.
• Accurately documenting all services performed on the equipment, as well as outlining services needed in the future.
• Maintaining excellent customer service and ensuring customer satisfaction.
• Demonstrating applicable software capabilities.
• Repairing Precitec cutting heads, including the replacement of optics, as well as focusing and cutting techniques.
• Installing IPG systems and ensuring that fiber cables are correctly installed and commissioned.
• Collaborating with the automation department on new installations and commissioning processes.
• Providing application training to customers on new laser and automation systems.
• Updating PLC and HMI software.
• Offering phone support and communicating with customers and technicians to troubleshoot system issues.
• Training on tube system installations and repairs.
• Traveling to the BLM manufacturing development plant in Italy for new projects and production development, including training in installation, operations, and service.

• Installing new equipment and performing preventive maintenance.
• Troubleshooting and executing emergency repairs.
• Accurately documenting all services performed on the equipment, as well as any future service requirements.
• Maintaining excellent customer service and ensuring customer satisfaction.
• Demonstrating the capabilities of relevant software.
• Repairing Precitec cutting heads, including the replacement of optics and adjustments for cutting techniques.
• Installing IPG systems and ensuring proper installation and commissioning of fiber cables.
• Collaborating with the automation department on new installation and commissioning projects.
• Conducting application training with customers on new laser and automation systems.
• Updating PLC and HMI software.
• Providing phone support and communicating with customers and technicians to troubleshoot system issues.
• Training on the installation and repair of tube systems.
• Traveling to the BLM manufacturing development plant in Italy for new projects and production development, which included training in installation, operations, and service.

• Oversaw the service and relocation of Mitsubishi machining products and conducted fiber optic training.
• Collected data and prepared expense reports for managerial staff.
• Regularly traveled to Chicago, Illinois, for monthly reports and conference calls.
• Collaborated with Japanese creators on a fiber laser control team, developing new technology for Zoom Heads.
• Supervised service technicians in Mexico for service and installation tasks.
• Guided an apprentice laser technician for MC Machinery.
• Responsible for training and scheduling technicians across Northern California, the Eastern United States, and Central and South America.
• Required excellent communication skills and a strong understanding of CNC/laser mechanics, materials, and Mitsubishi machining products.
• Provided support to service operators and customers.
• Always available for telework, customer service, and troubleshooting of equipment.

• Conducted on-site visits to customer facilities to perform routine maintenance and repairs, ensuring optimal performance and reliability of machinery.
• Programmed and updated various control systems, including Numerical Control (NC), Programmable Logic Control Units (PLCU), Servo systems, and PCNC units, enhancing operational efficiency.
• Organized and maintained comprehensive shipping and receiving records while generating detailed installation checklists to streamline the installation process and ensure all components were accounted for.
• Expedite the delivery of thorough verbal and written reports, adhering to strict timelines to keep stakeholders informed and facilitate decision-making.
• Provided hands-on application training for users of both new and older machines, ensuring clients fully understand machine functionalities and best practices.
• Undertook a 1-2 weeks trip to South America to support new machine sales, collaborating with local teams to demonstrate equipment capabilities and address customer inquiries.
• Assisted the Mexico office with service, installation, and application training, contributing to a high level of customer satisfaction and operational excellence in the region.

• Metal fabrication, operating CNC machines, including laser, punch, and brake presses.
• Fabricated sheet metal components using precision tools and equipment.
• Interpreted blueprints and technical drawings for accurate production.
• Operated laser cutting machines for efficient metal processing.
• Inspected finished products for quality and compliance standards.
• Operated hydraulic press brakes to transform sheet metal into predetermined shapes and components.