Shannon Nixon
Wyncote,PA
Summary
Regional Engineer covering over 20 years of field and customer service for diagnostic medical instrumentation. Proficient in the field of coagulation analyzers. Proven track record of maintaining,servicing,updating,installing,diagnosing and providing highest level of technical support for field and customer.
Results-oriented Regional Engineer with superior problem-solving and critical thinking skills, Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Regional Advanced Support Engineer
Diagnostica Stago, Inc
07.1997 - Current
- Provides highest level of technical support for region including Total Line Automation, Middleware/Data Manager, vendor evaluations and proper interaction with HQ during escalation.
- Install, service, manage, and update coagulation diagnostic equipment. Diagnose and troubleshoot hardware, software and network issues. Provide advanced phone and/or on-site technical support during escalation, both within and outside of primary region
- Coordinated with sales representatives to provide pre-sales technical assistance, helping secure new clients and grow business revenue streams.
- Manage technical evaluation for all new FSEs to include mentoring and training on all technical, administrative and customer service aspects of the position.
- Independently manage the implementation and tracking of key action plans such as fix first visit, mean time between repair and parts usage, Identify and address any deficiencies through action plan, adjustment/modification in order to achieve regional key metrics.
- Lead and drive key technical projects for knowledge calls to enhance field engineer troubleshooting. Develop troubleshooting guides for field.
- Acts as Regional Field Support Manager to manage over 16 team members when RFSM is absent or unavailable.
- Conduct on-site audits of FSEs to evaluate technical competence, compliance and quality of work.
- Review training curriculum to evaluate effectiveness and provide technical input to the training department to enhance course content.
- Provide occasional in-person course and/or lab support or instruct FSE classes taught in company training center.
Education
Bachelor of Science - Electrical, Electronics Engineering Technologies
Devry University
Columbus, OH06.1992
Skills
- Exceptional Hardware and Phone troubleshooting Skills
- Excellent Customer Service and Communication Skills
- Project Coordination
- Basic Networking
- Data Managing
- LIS/Serial/TCP/IP
- Hardware and software installation
- Customer and Employee Training Skills
- Microsoft Office and Windows based OS
- Interpersonal Skills
- Organizational Skills
Timeline
Regional Advanced Support Engineer
Diagnostica Stago, Inc
07.1997 - Current
Bachelor of Science - Electrical, Electronics Engineering Technologies
Devry University
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