Shalako D'Silva
Ramsey,MN
Summary
Diligent Field Service and Operations Manager with strong background in managing field service operations in automation and robotics. Successfully coordinated service teams and enhanced customer satisfaction through effective issue resolution. Demonstrated leadership and problem-solving skills in high-pressure environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
FIELD SERVICE MANAGER
Ultra Optics
03.2024 - Current
- Managed field service operations, ensuring timely response to customer inquiries and service requests.
- Trained and mentored technicians, fostering skill development and enhancing team performance.
- Developed and implemented strategies to optimize service delivery processes across multiple regions.
- Collaborated with cross-functional teams to streamline operations and improve customer satisfaction ratings.
- Established strong relationships with clients, fostering long-term loyalty and repeat business.
- Spearheaded process improvement initiatives to reduce service costs.
- Established team priorities, maintained schedules and monitored performance.
- Performed on-site installation, setup, calibration, and testing of mechanical and electrical systems to ensure full operational readiness.
FIELD SERVICE TECHNICIAN
Markem Imaje
10.2022 - Current
- Performed maintenance and troubleshooting to resolve related issues for continuous inkjet printers, labelers, coders and lasers.
- Disassembled machines in order to diagnose faults and replace defective components accordingly.
- Installation, setup and training for new machines which included inkjet printers, labelers, coders and lasers.
- Utilized advanced technical skills to diagnose and resolve customer issues resulting in increased customer satisfaction.
- Performed preventative maintenance on a variety of machines including motors pumps and printers.
- Prepared comprehensive reports detailing the status of each job along with recommendations for future repairs.
- Provided technical support to customers and colleagues in the field via phone or email.
- Training in the field for new staff member.
- Attended training classes to stay current on new and existing services.
FIELD OPERATIONS MANAGER
IMI Logistics Automation Group
08.2020 - 09.2022
- Managing a group of 45 Field Technicians.
- Recruited qualified candidates who demonstrated an aptitude for working independently in remote locations while maintaining high standards of professionalism.
- Identify key areas of field service technician growth and development to support the objectives of the Automation Group.
- Monitor the field technicians work levels and review work performance.
- Inspect, test, and measure completed and ongoing service projects to uphold the highest quality standard.
- Assist in developing strategies for measuring field technicians' competency and alignment of company policies and procedures.
- Perform skilled implementation of specialized logistics solutions to support project execution needs from the engineering and project management team.
- Led weekly meetings with field personnel to review objectives, discuss challenges, provide feedback on performance, and develop action plans for addressing issues quickly.
- Counsel the Field Service team members about work-related issues and assist in addressing and correcting job-skill deficiencies.
- Established performance metrics to measure effectiveness of field operations teams and identified areas needing improvement or additional resources.
- Designed a personalized strategy to effectively support individual field service teams' communication, goals, and growth strategies.
- Weekly timesheet audits.
- Working closely with project managers and clients to schedule all projects.
- Conduct End of Day report audits to ensure Site Leads are submitting accurate and detailed EODs.
LOGISTICS FIELD SERVICE TRAINER
IMI Logistics Automation Group
04.2019 - 08.2020
- Develop creative and innovative approaches to present training programs.
- Introduced Reality Based Training to give new hires a better understanding of what to expect in the field.
- Collaborate with Training Manager to identify relevant training needs.
- Prepare training course materials and collaborate with Advanced Technical Team to maintain training documentation.
- In-Field mentoring
- Worked closely with Cognex Engineers providing design solutions for upcoming projects.
LOGISTIC FIELD SERVICE ENGINEER IV - TEAM LEAD
IMI Logistics Automation Group
04.2018 - 08.2020
- Inventory and account for on-site scanning system hardware as required by the project and dictated by the bill of materials.
- Pre-assemble any sub-assemblies related to the scanning system (trigger sensors, cameras, etc.)
- Build scanning system frames and mount to conveyor as dictated by written or oral instructions.
- Mount cameras and sub-assemblies to the scanning system frame.
- Mount prebuilt electrical panels when required.
- Wire cameras and other components via provided cables.
- Secure cabling to scanning system frame for orderly presentation and protection.
- Communicate critical information and daily build status to Project Managers.
- Acts as technical expert in mechanical, electrical, and commissioning areas of the install process.
- Assist other team member when primary functions are completed, regardless of area of expertise.
Education
Associates of Science - Law Enforcement
Dallas Police Academy
Dallas, TX08.2010
Skills
- Leadership
- Strong Analytical Skills
- Verbal and Written Communication
- Process Improvement for Efficiency
- Project Management
- Technical Support
- Relationship Building
- Customer Service
- Managing Field Service Operations
- Robotics and Automations
- Barcode Scanning
- KPI tracking
Certification
- Completed coursework towards TCLEOSE Certified US
- Completed coursework towards Cognex C1 Certification US
- Completed coursework towards OSHA 10 Hr. Certification US
- Completed coursework towards Advanced MS Office US
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
FIELD SERVICE MANAGER
Ultra Optics
03.2024 - Current
FIELD SERVICE TECHNICIAN
Markem Imaje
10.2022 - Current
FIELD OPERATIONS MANAGER
IMI Logistics Automation Group
08.2020 - 09.2022
LOGISTICS FIELD SERVICE TRAINER
IMI Logistics Automation Group
04.2019 - 08.2020
LOGISTIC FIELD SERVICE ENGINEER IV - TEAM LEAD
IMI Logistics Automation Group
04.2018 - 08.2020
Associates of Science - Law Enforcement
Dallas Police Academy
HOBBIES AND INTERESTS
Traveling and immersing myself in other cultures, Cooking authentic Arabic, Italian, Portuguese & Mexican cuisines.