Jeffrey Preston

Experience

• 

  Neundorfer, Inc.

  Sept 1996 - Dec 2011

  Apply inquisitive, analytical and listening skills in the troubleshooting, maintenance and enhancements of air pollution control equipment for heavy industry and power generation. This results in reduced downtime and improved plant efficiency. • Listen to understand customer situations and provide solutions• Support customers in what is important for equipment and performance improvements.• Use active learning techniques to train and instruct people on maintenance, operation and improving complex industrial equipment. 90% of attendees applied material learned during training sessions Show less

  • Technical Application Consultant

    May 2009 - Dec 2011

  • Product Manager

    Sept 1996 - May 2009
• 

  Aerotek

  Jan 2012 - May 2012

  Project Engineer

  Team lead for the implementation of an enterprise requirements management and design traceability system (Jama Contour) to meet FDA design control regulations.This involves:• Becoming the subject matter expert for design traceability and the Jama Contour software• Fully understanding the new product design and change control processes• Having a working knowledge of FDA regulations for class II medical devices• Working with IT to develop enterprise solution that interfaces well with Agile/Oracle system• Work with FDA remediation team to define project scope and schedule• Establish and complete detailed project time line and budget• Work with a wide variety of groups to complete project including: design, quality, testing, and R&D Show less

• 

  GE Digital

  May 2012 - Aug 2022

  Managed an international team of support engineers to proactively monitor cloud application data flow and neural model performance.• The employee satisfaction (Glint Survey) score of the group was 87% which is 16% over the company's average and an increase of 9%.• Through process and product improvements we were able to reduce case count by 30% in the first year with continued improvements following year. This involved working with the quality, engineering, and product development teams.• Developed support and monitoring processes for ingesting new products into the team.• Developed customer handover process for passing projects from the implementation team to customer success which reduced errors and avoided customer confusion.• Consistently received greater than 90% positive customer satisfaction (CSAT) surveys via examining and improving our processes by looking through the eyes of our customers. This was an increase from 79% two years earlier.• Reduced the number of cases with an age greater than 30 days by 50%. This was completed through process improvements and instituting daily rhythm calls to coordinate cross functionally with other teams • Our mean time to solve for case resolution across all priorities was consistently within our defined SLAsThe above was accomplished through empowering the team to take action on their own, individual coaching, utilizing Lean tools to analyze data to make decisions Show less Work directly with customers to understand their processes and objectives to maintain neural network machine learning optimizers for the continued renewal of SaaS and OaaS contracts.• Built business processes that reworked the organization from a reactive to proactive support organization that resulted in a 96% contract renewal rate• Project managed the design and development of automated monitoring tools to measure system health so the support organization could detect and resolve issues prior to the customer. This resulted in greater than 95% of the cases being generated internally.• Worked with local teams and customers to improve adoption and value delivery for international customers including Asia Pacific region, Middle East, Europe, and South America.• Turned four customers that were canceling their SaaS contracts into loyal and referenceable partners with one ordering three additional systems. This was accomplished by traveling to site to understand operational concerns, modifying the product and configuration to overcome, working with multiple levels of the customer organization to develop an adoption plan, and finally establishing routine checkpoints to ensure value delivery.• Managed the implementation and adoption of a demo system in Hong Kong that resulted in orders of three additional systems. Show less

  • Services Manager - Digital Support Engineering

    Mar 2020 - Aug 2022

  • Senior Services Engineer - Customer Success

    May 2012 - Mar 2020
• 

  Rockwell Automation

  May 2023 - now

  Remote Support Supervisor - IoT and MES

  Manage a team of remote support engineers who deliver remote technical support services for Information Software products inclusive of Industrial Internet of Things (IIOT), Manufacturing Execution System (MES) and FactoryTalk Analytics Software products. Responsible for developing a customer obsessed and high-performance culture, achieving key performance indicators while driving effective technical issue resolution to issues impacting the use of our products. Responsible for daily logistics, scheduling, workload balancing, service level performance monitoring, technical enablement, mentorship and coaching. Collaborate with product development, customer success, sales, etc. to coordinate training, manage escalations and prepare support for new product releases. Show less