Technical Account Manager/ Customer Quality Engineer

Sample Resume for a job as Technical Account Manager/ Customer Quality Engineer
The first job listed on this resume is short-term because it wasn’t a good fit for the job seeker. In the technical field, short-term jobs are common, so this won’t hurt his chances of landing another job, especially with his record of promotion within the same industry. To hide the job seeker’s age, no dates were placed in the Education section. Chronological resume. Plain Text version of this resume for posting online.

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This resume was written or critiqued by a member of Susan Ireland’s Resume Team. The job seeker agreed to allow us to make his or her resume anonymous and to post it on this website.

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Lawrence Cotrell
123 Panini Street, Boise, ID 12345
123-555-1234
lcotrell@bamboo.com

OBJECTIVE: Technical Account Manager/Customer Quality Engineer

HIGHLIGHTS OF QUALIFICATIONS

- Highly experienced in technical account management and support with higher education in engineering.

- Effective and knowledgeable working with cultures worldwide gained from years of international travel.

- Strong and positive communicator when working with clients from any country around the globe.

- Exemplary problem-solving skills; able to identify problems and implement corrective processes.

PROFESSIONAL EXPERIENCE

PARAMOUNT CORPORATION, Boise, ID & Jakarta, Indonesia, 2004 to present
Branch Manager, North America

- Hired to start up operations of U.S. branch of Indonesian-based manufacturing company.

- Secured initial marketing budget of $12 million; developed marketing plan and test marketing.

SIGNATURES TECHNOLOGY, INC., U.S. & Asia, 2002 to 2004
Qualifications Manager

- Team Lead for Asia/Pacific (2002-2003) and U.S. (2003-2004) hard disk drive qualifications for outsourcing partners and customers including the top seven computer manufacturers.

- Oversaw all aspects of integrating new disk drive products in customer systems. This included directing activities of “Pre-Sales” Qualification Team composed of salesperson, applications engineer, customer quality engineer, and account manager.

- Identified problem that new product introduction cycles in Asian market took longer than counterparts in U.S.; implemented internal scheduling and product release changes that significantly shortened cycles and tripled Asian customer qualification starts.

- Improved product time-to-market by reducing development delays with the implementation of a user-friendly, web-based system that centralized and disseminated customer product requirements/changes.

- Halved qualification time by transitioning customers to a standardized product testing process.

- Increased product qualification completion rate to 100% by initiating comprehensive program of teleconferences, action item logs, and diligent follow-up procedures.

HIGHEND ELECTRONICS, White Bird & Boise, ID, 1994 to 2002
Technical Account Manager, HighEnd Key Modules (1999-2002)

- Managed joint development of CD-Recorders and CD-Rewritable products between HighEnd European manufacturing plants and HighEnd U.S.; implemented effective quality assurance program.

- Trained U.S. engineers in CD-Recorder technology and coordinated development between U.S. and European partners.

- Set-up compatibility test lab and ran functional testing; communicated results to all levels and areas.

- Performed on-site quality reviews of HighEnd manufacturing plants in France, Italy, and the UK.

- Effectively contributed to revenue increase from $80 million to $250 million.

Technical Support Manager – CD Recorder, HighEnd Laser Magnetic Storage (1997-1999)

- Managed technical support organization for CD-Recorder product line in U.S. and Asian markets.

- Traveled extensively within U.S., making presentations to prospective OEM customers.

- Provided worldwide support to software developers and hardware integrators.

- Trained HighEnd technical support engineers in CD-Recorder technology.

Senior Application Engineer – International, HighEnd Laser Magnetic Storage (1994-1997)

- Provided pre-sales engineering support for 5.25-inch and 12-inch optical storage drivers and IBM 3480 compatible tape drives.

- Traveled extensively throughout the U.S. and Europe, troubleshooting problems for accounts including national law enforcement organizations, airports, and government agencies.

- Established a network-based Help Desk system and bulletin board system for customer service.

- Assisted customers with product integrations; gave technical presentations and service classes.

- Identified firmware, hardware, and software issues using bus analyzers, interface boards, and diagnostic programs; reviewed product specifications and engineering changes; wrote diagnostics programs.

NICOLET INSTRUMENT CORPORATION, Singapore & San Francisco, CA, 1986 to 1994
Senior Field Service Engineer

- Restored company’s presence in Singapore as a major spectrometer supplier by rebuilding service department.

- Hired and trained engineers in infrared spectrometer installation and repair for center in Singapore.

- Performed on-site surveys and corrected problems for Singapore customers.

- Prior to assignment in Singapore, led the largest territory in U.S., performing installation and maintenance of clients’ infrared and mass spectrometer systems. Efforts increased service revenue 100% per year.

- Traveled throughout Europe, Asia, and Indonesia, providing on-site support and training. In one instance, repaired system in India that had been down for two years, thereby reestablishing revenue of $500,000.

- Developed diagnostic routine that reduced return service calls by 35%.

CONTROL DATA CORPORATION, San Bruno, CA, 1984 to 1986
Customer Engineer

- Performed preventive maintenance and emergency repairs for local accounts’ mainframe computers, tape drives, disk drives, and other mass storage devices.

- Established tape drive maintenance program that significantly increased product uptime.

EDUCATION

B.S.E.E. (Electrical Engineering) – Idaho State University, ID

Certificate in Computer Technology – Enhanced Data Institute, ID

Continuing Education includes courses in:
- Delivering Customer Satisfaction
- Working with Asian Culture
- Conflict Resolution
- HP-Gas Chromatography
- Six Sigma Training
- Time Management
- Structured Programming
- C++
- Pascal

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