Engineering Services and Support Manager
Objective: Ensure customer success by efficiently and effectively managing and growing services and support offerings and execution to increase customer loyalty and enable repeat business.
Gallup Strengths Finder 2.0 Top 5 Strengths: Achiever, Arranger, Learner, Maximizer, and Individualization
Professional Experience
National Instruments - Austin, TX May 2006 - Present
National Instruments creates test and measurement equipment for engineers and scientists. My career here has been in the Americas Services and Support department providing technical support through phone, web and email to later pioneering the efforts for defining and implementing an advanced support and services offering and group.
Applications Engineering Specialist Group Manager January 2008 - Present
As National Instruments product portfolio grew and became more complex as well as a shift in more multi-product system sales I defined, implemented, and grew a group to support this need and provide a higher tier of support and services for these customers. This group I created began with 2 people in Austin to 32 which I manage and 70 globally in 16 countries in the Americas, Europe and Asia in 5 years. My key contributions are:
• Originating the Applications Engineering Specialist role and individual contributor and management career tracks
• Establishing the recruiting and interviewing process for internal, external, and new college grad candidates
• Conducting bi-weekly 1-on-1’s and semi-annually formal reviews with direct reports and creation of review process
• Defining training, mentorship, and onboarding process for new hires and continued training and development tracks
• Collaborating with the global services and support managers to expand and grow role world wide
• Initiating several key tools and process for group efficiency including project and time tracking, support and service request channels for field sales, target support and services execution metrics and reporting
• Leading effort in feedback to research & development and technical product marketing for product improvement
• Formed several advanced support and services offerings from proposal and agreements to execution process including consulting services, account focused advocacy, key customer support, and proactive support engaging
• Project Managing (PMI CAPM) support and services execution including requirements gathering, support and service need assessment, task breakdown and scheduling, and risk mitigation to reduce future support burden.
• Managing $3.5 Million budget planning and tracking expenses
• Teaching companywide supervisor training focused on getting started as a new leader and book group
• Coordinating Engineering, IT, and Technical Communications recruiting from Texas Tech University
Applications Engineering Specialist for Automated Test March 2007 – January 2008
As the first Applications Engineering Specialist for Test I was heavily involved with defining and implementing a higher tier of support for National Instruments multi-product system customers as well as directly executing several projects and engagements with customers and the field sales force to help close business and ensure customer success with the NI platform.
• Delivered support and services in the automated test space in application areas such as high-channel count data acquisition and analysis, structural test, machine condition monitoring, sound & vibration, wireless communications, signal intelligence, and high volume test and measurement at customer sites and remotely
• Gained and leveraged experience in several software platforms through project work such as NI LabVIEW (Certified Associate LabVIEW Developer), NI TestStand (Certified TestStand Developer), NI CVI/LabWindows, VB 6, .NET, C++, C, XML, and Linux Shell and Bash scripts.
• Completed several proof-of-concepts and application archit...
Login or Register to view the full resume.
