Summary
Overview
Work History
Education
Skills
Timeline
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WILLIAM BROWN

Kyle,TX

Summary

Field Service Manager with 6+ years of experience training and supervising field staff over a multi-state territory. Fostered a customer-first culture within the district focusing on providing the best customer experience possible through first-time fix rates, Low cycle time, customer communication and effective FSE work order fulfillment.

Overview

18
18
years of professional experience

Work History

Field Service Engineer

Mizuho OSI
Union City, California
06.2020 - Current
  • Champion and maintain a 5 star customer service rating by focusing on customer driven metrics and processes such as, first time fix rate, low b-cycle call time and effective communication with customers.
  • Performed onsite installation, modification and maintenance of systems and equipment.
  • Scheduled service calls according to customer location and urgency of need.
  • Provided technical support to troubleshoot, repair and maintain operational efficiencies in mechanical and electrical systems.
  • Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures.
  • Maintained tools, equipment, and trunk stock.
  • Repaired and calibrated systems and equipment post-installation.
  • Managed administrative tasks such as maintaining customer service logs and internal service records.
  • Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.

District Supervisor

Noritsu America Corp
Buena Park, CA
10.2014 - 06.2020
  • Management of day to day operations of between 10 to 15 FSEs across 6 states.
  • Dissemination of information from upper management to field staff.
  • Communicated best practices among on-site personnel to align efforts and goals.
  • Reduced workflow inconsistencies by recruiting and hiring capable staff members.
  • Performed payroll responsibilities weekly approving timesheets and expense reports.
  • Nurtured customer satisfaction through periodic FSE ride alongs and customer interaction both by phone and on-site visits.

Technical Service Representative

Noritsu America Corp
Buena Park, CA
03.2004 - 10.2014
  • Trained in installation, repair and preventative maintenance of complicated laser engine and dry ink Print imaging equipment
  • Troubleshot and repaired security scanner equipment for Rapiscan security systems
  • Receive and evaluate return merchandise authorization (RMA) to ascertain labor and parts required to complete customer repair project
  • Scheduling and performing periodic preventative maintenance on equipment to identify and predict problem areas attempting to prevent customer down time
  • Effective use of all information and tools available to me, including service manuals, schematics and diagnostic testing equipment, including Digital multimeter, to perform intricate and complicated repairs and calibrations to OEM specs
  • Focus on accuracy to facilitate repair resolution on the first visit
  • Dedicated to customer satisfaction through communication before, during and after a service event
  • Increasing company revenue through courtesy visits to prevent customer down time

Education

James Nikki Rowe High school

Skills

  • Electronics training provided by previous employer both in classroom setting and OJT
  • A and Network Certified
  • Proficient with all versions of Windows ranging back to Windows 2000

Timeline

Field Service Engineer

Mizuho OSI
06.2020 - Current

District Supervisor

Noritsu America Corp
10.2014 - 06.2020

Technical Service Representative

Noritsu America Corp
03.2004 - 10.2014

James Nikki Rowe High school

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WILLIAM BROWN