Troy Baker

Experience

• 

  AirSep Corporation – A Chart Industries Company

  Jun 1993 - Jan 2014

  * Managed and directed staff of 7 direct and 62 indirect reports including assignments, attendance and disciplines.* Coordinated the development and launching of new product programs, reducing customer equipment turnaround time 40%.* Led the launching of 9 new service products, increasing revenue and customer base.* Developed diverse cross-functional teams in the fulfillment of corporate productivity, quality, and bottom-line objectives. * Directed and facilitated all employee training and performance reviews.* Teamed and communicated closely with all cross-functional departments of the Medical Division.* Resolved all escalated customer issues quickly and effectively to the satisfaction of both customer and company. Show less * Managed and directed all service operations within 5 locations of the Medical Division including 60 employees, customer repairs over 11 product lines, customer parts orders and inventory at each location.* Played an integral role in the launching of 5 new product lines to manufacturing, providing technical knowledge and input in support of early product development.* Increased service production over 200% by establishing activities on 3 shifts at 2 service locations.* Managed and facilitated all employee assignments, training, performance reviews and disciplines.* Developed and maintained employee work instructions and standard operating procedures.* Developed, launched and maintained technical materials including service manuals, service bulletins and parts price lists.* Analyzed, documented, and reported product failure data from multiple sources including customer calls, service technicians and Quality department.* Directed monthly meetings related to service reporting with cross-functional departments of company.* Established direct customer pricing associated to all saleable parts and assemblies for 11 product lines.* Selected by CEO to shut down manufacturing activities if quality concerns warranted. Show less

  • Technical Service/Customer Service Manager

    Aug 2011 - Jan 2014

  • Medical Service Supervisor

    Jun 1993 - Aug 2011
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  CAIRE Inc.

  Jan 2014 - Apr 2017

  Technical Service Manager

  * Assisted in managing 11 locations of Global Service Operations within the Biomedical Division.* Acted as senior technical liaison for 10 different product lines to repair, manufacturing, engineering, quality and regulatory. *Exceeded goals of service products more than 50%, increasing service revenue over $1.5 million.* Reduced repair expenses 11% by utilizing cost effective components and optimizing processes.* Played a pivotal role in global training of products familiarization and service implementation to 11 service locations within the Biomedical Division, resulting in worldwide repair service for our customers.* Facilitated ongoing training to global service team for troubleshooting, new product changes and service updates.* Developed, implemented and maintained all service work instructions and standard operating procedures (SOP).* Audited service processes and personnel to current work instructions, providing retraining as needed.* Analyzed, documented and reported new product issues to Quality and Engineering.* Reviewed non-conforming test results from customer repairs with service personnel and supervisors, resulting in continuous quality improvement and enhancing employee development.* Managed and oversaw the creation and updating of technical materials in support of products including service manuals, service bulletins, parts lists and customer advisements.* Assisted in establishing, training and auditing of authorized external service centers. Show less

• 

  Panasonic USA

  Jul 2017 - Sept 2019

  Production Supervisor

  Manufacture and supply PV cells and modules for solar panels.

• 

  Mettler-Toledo International, Inc

  Sept 2019 - Feb 2021

  Field Service Technician
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  CAIRE Inc.

  Feb 2021 - now

  Global Technical Service Manager