Steven E. Zeller
39 High Ridge Ct • Willow Spring, NC
27592
Cell: 585-857-2627, Email:
sezeller@gmail.com
Unique
Qualifications:
I have been privileged to share in
many unique experiences, from satellites launched into space to sending images
into virtual space. From capturing and
preserving life’s moments to helping diagnose diseases to help save lives. Planning, providing, and delivering high
quality service and support is what I do best.
I believe my experience and knowledge would be an asset to any company
looking to develop, improve, provide, or expand customer service and support as
a competitive advantage.
Professional
Experience and Accomplishments:
2008 –
Present, Johnson & Johnson Advanced Sterilization Products, Raleigh, North
Carolina.
Field
Service Engineer, ASP Products
ˇ
Responsible
for providing field service support for warranty and non-warranty customers,
on-site training, and scheduling of routine maintenance.
ˇ
Worked
with Sales to schedule new installations of capital equipment. Provide usage data and sales leads for
additional equipment placements.
ˇ
Provided
customers with quotations for service agreements, and information on features
and benefits of our multi-level service offerings.
ˇ
Followed
internal and external protocols and was compliant on mandated FDA guidelines
and procedures.
2006 –
2008, Johnson & Johnson Ortho Clinical Division, Rochester, New York.
CTS WW
Service Engineer, ECi / ECiQ, (Kelly Management Services)
ˇ
Responsible
for engineering and support of JNJ Medical equipment while providing
engineering solutions for part obsolescence, part reliability, HALT/HAST
testing, and corrective action initiatives, which resulted in a reduction of
0.5 service calls per unit per year.
ˇ
As a
member of the Implementation Team engages R&D, COE, V&V technicians,
Marketing, Logistics, and Field Management to bring new products and services
to a WW market.
ˇ
As the
SE / SME, provides L3 support, develops service manuals, modification and
installation instructions, wrote ECNs, and conducted training classes for Field
Engineers and Call Center Engineers within the SOPs of a heavily regulated
business.
1991 –
2006, Eastman Kodak Company, Rochester, New York.
ˇ
As a
Service and Support Engineer developed the worldwide Service and Support plan
Kodak’s Wi-Fi digital camera and printing system.
ˇ
Used
call center and repair data to reduce support cost by nearly 40% for the next
generation of Wi-Fi products and lowered traditional digital camera service
cost over 50% over 3 years.
ˇ
Developed
requirements and qualified support tools used by call centers and repair
centers worldwide.
ˇ
Developed
parts list, adjustment and removal procedures, sequence of operation and theory
guides, maintenance procedures and service manuals for capital equipment.
ˇ
As a
Product Specialist and SME provided level 3 support and training to call
centers and service centers worldwide.
Troubleshooting would include Windows XP, MAC OS X, and wireless network
connectivity down to the desktop level.
ˇ
As a
Technical Writer and Certified Trainer developed training modules, user guides,
and web content used by call centers, repair centers, and customers worldwide.
ˇ
Developed
worldwide support plans for computer controlled high-speed photo equipment and
kiosks which included remote web based real time monitoring of equipment to
lower service cost while increasing equipment uptime and customer
satisfaction.
ˇ
As a
Project Lead outsourced support activities and repair activities to lower cost
providers and collaborated on Service and Support Service Level Agreements
(SLA) with 3rd party support providers.
These projects reduced the Service and Support budget by $2.5 M.
1979 –
1991, Eastman Kodak Company, Mid-Atlantic Region.
ˇ
Provided
repair and technical support for a 3-state territory representing millions of
dollars in sales of Photofinishing, Medical, and Graphic Arts capital equipment
and sensitized goods.
ˇ
Cleared
to work in highly secure areas such as NSA, FBI, CIA, DIA, and was recognized
as one of the most highly respected Field Engineers in the country.
ˇ
Installed
and integrated equipment into a system, trained operators and technicians in
repair, maintenance, operation, quality control, calibration, and
troubleshooting of Kodak equipment.
ˇ
Proficient
in using many standard field test apparatus including line-level recorders,
O-scope, DVM, and network analyzers.
Education
and Awards:
ˇ
A.S.
Degree in Electronics Technology, Catonsville Community College, Baltimore, Md.
ˇ
Experience
as a user with several mainframe systems such as Cognos, SAP, MXP, SCAN and
SCAN Plus, OTIS, and Information Anywhere.
ˇ
A+
Certification, Novell Networks, Wireless Communications, HTML, WinXX, Mac OS,
Excel, Word, Access, PowerPoint, PC Anywhere, Certified Trainer, Diversity
& Inclusion, Business, and Negotiation Training.
ˇ
Exceptional
Service Award, Strategic Accounts, 2008.
ˇ
Worldwide
PCS Service Excellence Award, 2000.
ˇ
Kodak
Master’s Club 100% Customer Satisfaction Award, 1991.
ˇ
John
Barnes Service Engineering Award, 1991.
ˇ
Joe
Idarola Field Service Award, 1989.
ˇ
Product
Suggestion Awards (18) and Special Recognition Awards (8).
References:
Joe Driessler, Director Customer Service, Northeast Region
Pitney Bowes Document Messaging Technologies
400 Air Park Drive Suite 80
Rochester, New York 14624
Phone: 585-235-0172
Mobile: 585-880-8241
email: joseph.driessler@pb.com
Robert
Rosborough, Manager WW Support Services
Eastman
Kodak Company
343
State Street
Rochester,
NY 14650
Phone:
585-724-5804
email: robert.rosborough@kodak.com