Russell D. Basham
Ford City,PA
Summary
Customer Support Engineer with a strong background in technical support and process optimization at Bayer and Desktop Metal. Demonstrated ability to enhance customer satisfaction through effective troubleshooting and efficient support processes, leading to quicker issue resolution. Expertise in system installation and compliance, fostering robust customer relationships to drive operational success. Focused on complex troubleshooting and preventive maintenance, with a proven track record in service agreement upselling.
Overview
27
27
years of professional experience
Work History
Customer Support Engineer
Desktop Metal
07.2023 - 08.2025
- First-level remote support for customer technical questions and issues
- Train technicians on installation and repair of equipment.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Streamlined support processes for faster issue resolution and increased efficiency.
Helpdesk/Trainer Direct Metal
ExOne
North Huntingdon, PA
01.2022 - 07.2023
- First-level remote support for customer technical questions and issues
- Train technicians on installation and repair of equipment.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Streamlined support processes for faster issue resolution and increased efficiency.
Channel Service Process Manager
ExOne
North Huntingdon, PA
07.2021 - 12.2021
- First-level remote support for customer technical questions and issues
- Train technicians on installation and repair of equipment.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Streamlined support processes for faster issue resolution and increased efficiency.
Field Installation/Service
ExOne
North Huntingdon, PA
01.2018 - 07.2021
- First-level remote support for customer technical questions and issues
- Train technicians on installation and repair of equipment.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Streamlined support processes for faster issue resolution and increased efficiency.
Principal Technician Service Support
Bayer
Pittsburgh, PA
03.2015 - 12.2017
- Company Overview: formally MEDRAD
- Enhance and expand current repair centers' capabilities
- Writing, revising, and approving procedures and documents
- Develop and conduct training for in-house technicians
- Point person for repair centers located outside the United States for compliance and new product launches
- Maintain relationships with external partners
- Ensuring Service Depot follows ISO standards, government(s) regulations
- Performing actions on ACARs repair centers and assisting field service when applicable
- A -Level support for Service Depot.
- Reduced downtime for machines through proactive identification and resolution of technical issues.
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
- Formally MEDRAD
Senior Technician
Bayer
Pittsburgh, PA
04.2013 - 03.2015
- Company Overview: formally MEDRAD
- First-level remote support for customer technical questions and issues
- Train technicians on installation and repair of equipment.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Streamlined support processes for faster issue resolution and increased efficiency.
- Formally MEDRAD
Service Repair Technician
Bayer
Pittsburgh, PA
07.2009 - 04.2013
- Company Overview: formally MEDRAD
- First-level remote support for customer technical questions and issues
- Train technicians on installation and repair of equipment.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Streamlined support processes for faster issue resolution and increased efficiency.
- Formally MEDRAD
Service Mechanical Specialist
Bayer
Pittsburgh, PA
04.2007 - 07.2009
- Company Overview: formally MEDRAD
- Troubleshooting and repair of injector unit heads.
- Assisted in training new field service personnel.
- Enhance injector head output by mentoring fellow Mechanical Specialists.
- Formally MEDRAD
Process Coordinator
MEDRAD
08.2004 - 12.2005
- Company Overview: Sterile Disposables’ Production
- Provide support to Syringe team members (15 employees)
- Reduced production downtime by scheduling personnel.
- Increased and sustained overall production standards and quality for the production line.
- Maximize overall shift performance by mentoring new coordinators.
- Sterile Disposables’ Production
TPM Operator/Trainer
MEDRAD
11.2000 - 08.2004
- Company Overview: Sterile Disposables’ Production
- Operate and maintain Custom Syringe Assembly and Multivac packaging machines.
- Reduced machine downtime.
- Training Operators and TPMs.
- Improved productivity and quality by participating in the installation and qualification of new equipment and product lines.
- Improving efficiency in day-to-day operations of the production line by being a point person/backup for Process Lead.
- Sterile Disposables’ Production
Sterile Disposable Assembler
MEDRAD
09.1998 - 11.2000
- Company Overview: Sterile Disposables’ Production
- Assembled disposable products.
- Packaged products for sterilization.
- Perform Quality Control inspection on materials.
- Sterile Disposables’ Production
Education
Associate Degree - Computers and Electrical Engineering Technology
ITT Technical Institute
Monroeville, PA12.2009
2-year certificate - Industrial Maintenance
RCVTC
Beckley, WV12.1988
Skills
- Technical support and troubleshooting
- Process optimization
- System installation and compliance
- Customer relationship management
Training
- SAP inventory management software, MEDRAD/Bayer, 2004, 2017
- Microsoft Office; Excel, PowerPoint, Word, SharePoint, Medrad/ITT, 2000, Present
- Management training courses: Behavioral Interview, and Coaching: Bringing out Best in Others, Handling Performance Problems, Medrad, 2004, 2006
- Train the Trainer Certification, MEDRAD, 2006, 2008
- Matrix One, MEDRAD/Bayer, 2011, Present
- ISO 13485 Audit Certification training, Bayer, 2013, 2013
- Promat-Locmat, 2015, Present
- SolidWorks Essentials, 2021, 2021
- INFOR inventory management software, 2018, Present
Cellular
724-902-8548
Activities Awards
- MEDRAD/Bayer Presidents Award for Teamwork, 2004
- Trouble Shooters Quality Improvement Team member, 2001 - 2003
- MERAD/Bayer Employee Satisfaction Association “MESA” team member, 2006 - 2012
- Point person for interactions with Minneapolis Interventional group for Service Depot, 2009 - 2015
- Bayer PWP Ambassador, 2012
- Bayer Rebranding/Global initiative for Service Depot, 2014 - 2015
- Bayer Pinnacle award for assisting Subsidiary’s corrective actions with audit findings, 2015
- Rework of equipment for product launch performed at MEBV, 2015
- Bayer Safety Ambassador, 2016
Timeline
Customer Support Engineer
Desktop Metal
07.2023 - 08.2025
Helpdesk/Trainer Direct Metal
ExOne
01.2022 - 07.2023
Channel Service Process Manager
ExOne
07.2021 - 12.2021
Field Installation/Service
ExOne
01.2018 - 07.2021
Principal Technician Service Support
Bayer
03.2015 - 12.2017
Senior Technician
Bayer
04.2013 - 03.2015
Service Repair Technician
Bayer
07.2009 - 04.2013
Service Mechanical Specialist
Bayer
04.2007 - 07.2009
Process Coordinator
MEDRAD
08.2004 - 12.2005
TPM Operator/Trainer
MEDRAD
11.2000 - 08.2004
Sterile Disposable Assembler
MEDRAD
09.1998 - 11.2000
Associate Degree - Computers and Electrical Engineering Technology
ITT Technical Institute
2-year certificate - Industrial Maintenance
RCVTC