Roland Richard
Borden-Carleton,PE
Summary
Dynamic Customer Service Engineer with a proven track record at Bell Howell, excelling in hardware troubleshooting and customer empathy. Enhanced equipment uptime through efficient repairs and streamlined processes, while delivering exceptional service under pressure. Committed to continuous learning, I leverage technical expertise and problem-solving skills to drive improvements and elevate user experience.
Customer service engineering professional with track record of resolving technical issues and improving customer satisfaction. Proficient in providing timely and effective solutions, ensuring seamless operation of products and services. Known for teamwork and adaptability to evolving business needs.
Overview
19
19
years of professional experience
Work History
Customer Service Engineer
Bell Howell
03.2015 - Current
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Streamlined troubleshooting processes for increased efficiency and faster problem resolution.
- Conducted root cause analysis on recurring problems, developing long-term solutions that minimized future incidents.
- Analyzed failure data to identify trends and recommend improvements for enhanced product quality and user experience.
- Increased equipment uptime by efficiently diagnosing hardware malfunctions and performing necessary repairs or replacements.
- Provided top-notch customer support, ensuring timely resolution of complex technical issues.
- Maintained up-to-date technical knowledge through continuous learning and training, staying ahead of industry trends and providing informed recommendations to clients.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high-volume service calls, maintaining professionalism and delivering exceptional service under pressure.
Manufacturing Engineer
Greystone Solutions
04.2006 - 03.2015
- Developed technical documentation, including standard operating procedures, work instructions, and engineering drawings to support manufacturing operations.
- Improved manufacturing efficiency by streamlining production processes and implementing lean methodologies.
- Reduced production downtime through proactive maintenance scheduling and timely equipment repairs.
- Increased capacity utilization by identifying bottlenecks within the production process and implementing targeted improvements.
- Evaluated manufacturing equipment performance regularly, recommending upgrades or replacements as needed to maintain optimal efficiency.
- Conducted root cause analysis on defective products, leading to targeted improvements in manufacturing processes.
- Negotiated with technology providers to upgrade machinery at reduced costs, enhancing operational capabilities without significant capital expenditure.
Education
Associate of Science - Electronics Engineering Technology
New Brunswick Community College
Moncton, NB06-1993
Skills
- Hardware troubleshooting
- Customer empathy
- Equipment installation
- Customer education
- User training
- Product repair
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Microsoft windows and office
- Attention to detail
- Problem-solving abilities
- Adaptability and flexibility
- Friendly and patient
- Technical issues analysis
- Hardware and software repair
- Hardware installation
- Highly professional
- Equipment Repair
- Equipment inspection
- Problem-solving aptitude
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Customer Service Engineer
Bell Howell
03.2015 - Current
Manufacturing Engineer
Greystone Solutions
04.2006 - 03.2015
Associate of Science - Electronics Engineering Technology
New Brunswick Community College
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