Product Manager at LSIS USA, Inc (2017-01 – Present)
- Provide company product & solution configuration recommendation for key distributors.
- Serve as the escalated technical resource (subject matter expert [SME]) to assigned distributors.
- Research and provide engineering and marketing documentation & tools from the company "knowledge base" library.
- Provide feedback in effort to develop technical/application notes, quick start guides, and other technical marketing materials where applicable.
- Maintain current knowledge of new products and applications, through self-study, and hands-on testing of demo units.
- Provide technical product and solution configuration to distributor Application Engineers.
- Participate in product introduction activities.
- Create Marketing collateral such as Success Stories and Case Studies based on regional customer requirements and successes.
- Work with company Product Marketing to request product enhancements based on technical comparison with our competitors, and industry requirements.
- Communicate with Product Marketing to maintain knowledge of product release schedules and provide input on development for products and solutions necessary to capture additional market share.
Application Engineer at Automated Drive Systems, LLC (2014-01 – 2017-12)
Senior Level 2 Technical Support Engineer at Yaskawa Electric America Inc (1998-01 – 2014-12)
- Interface with end-users, distributors and authorized service centers pertaining to application assistance, installation, programming and diagnostic troubleshooting of PWM AC inverter drives
- Maintain after-hours support assistance via pager
- Technical support back-up for Applications Engineers
- Diagnose and initiate warranty return and replacement of malfunctioning equipment
- Coordinate warranty service calls referencing unit location and product specifications
- Certified Drives Product Specialist
- Knowledge Base Engineer
- Critical incident resolution based upon custom analytics of time and number of CRM incident interactions
- Chair person of technical round table discussions
- Drives Level 2 Escalation via CRM Incident Assignment
- Drives Level 2 Inbox Support
- Technical Presentation to primary OEM accounts
- FAQ Database management
- Technical instructor for internal and external customer base via the needs of the training department
Repair Technician A at Yaskawa Electric America Inc
- Analyze, troubleshoot, repair and resolve technical problems on equipment and/or circuit boards to component level
- Perform modifications and ECO changes to parts and equipment.
- Detect and/or initialize changes or errors in defective assemblies and document such findings.
- Prepare diagnostic quotes or estimates on repairs based upon established guidelines.
- Assist manufacturing and repair QA staff on technical matters.
- Contribute to overall training and support level of Repair Department.
Product Training Engineer (Level C) at Yaskawa Electric America Inc
Provide technical understanding of products and applications, training session development, conduct training sessions, manage associate training duties, organize technical publications and library, complete research and reporting responsibilities, and provide technical support back-up for Applications Engineers.
- Technical understanding of the products and applications
- Becoming thoroughly proficient in newly released products, performance and methods of operation.
- Performing the on-going task of becoming familiar with basic products applications and also motor theory.
- Becoming thoroughly familiar with the training session design sequence
- Researching and documenting topics for training sessions.
- Working on personnel computers or with Communications Dept. to formalize training documents.
- Completely "debugging" training documents and sessions with other engineers.
- Creating overheads, floppy disks, and manuals of training documents for central training files.
- Continuously updating and improving existing training documents/sessions.
- Distributing training documents and sessions as required.
- Conducting training sessions in house and at customer's facility (45 % travel)
- Working on the ability to answer impromptu questions pertaining to the product and its applications. Doing research to find the answers to questions unknown.
- Organizing training sessions, including lunch, transportation and hospitality organization.
- Demo unit set up and shipping. (If required)
- Generating handouts and manuals and shipping. (If required)
- Scheduling classrooms when training in house.
- Conducting training sessions for YEA associates.
- Taking part and monitoring his/her own personnel development in the associate training program.
- Continuously updating and improving existing new associate training programs.
- Organize and maintain YEA engineering library.
- Complete special research projects as assigned.
- Develop and maintain expertise in particular industry/application, including perusing through related magazines, participating in related field service and start-up trips, joining industry related organizations, attending seminars, and targeting potential customers.
- Answer product and application questions.
- Provide inside and outside sales support.
- Provide hands-on assistance for equipment start-up.
- Diagnose and repair electrical equipment on customer's site.
