Rick Salone

Experience

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  Xerox

  Feb 1985 - Nov 1988

  Senior Customer Service Engineer
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  Bell and Howell

  Nov 1988 - Jul 2001

  Senior Field Service Engineer

  Senior Field Service EngineerTraveled throughout Ohio administering service and support on a range of products from high speed scanners to microfilm capture and retrieval systems. Maintained a high standard of equipment performance and proactively addressed all customer concerns. Responsible for ordering service parts and maintaining proper inventory levels.• Chosen by management to be liaison and technical consultant for European equipment partner. Helped to create a quality control testing standard that improved equipment reliability.• Worked on 2nd level help desk team to assist other field engineers to resolve challenging technical issues.• Coordinated all operations associated with micrographic and image storage/retrieval systems• Customer advocate and focal point for hardware/software upgrades, site planning, installation and add-on support.• Tracked and implemented hardware and software updates to assure continued system up time.• Tracked and managed resolution of all customer hardware problems and software issues.• Recognized numerous times for leading district in direct sales of customer consumable supplies.• Facilitated end user training on machinery and software. Show less

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  Kodak Alaris

  Jul 2001 - Feb 2015

  Senior Field Engineer

  Provided service and support on document imaging & scanning, microfilm and data storage systems for more than 250 customers and over 1000 pieces of equipment in a variety of business settings including government, manufacturing, and healthcare, educational, retail, insurance and financial institutions. Managed territory across a 200 mile radius, making 4-8 customer visits daily providing hardware repair and maintenance as well as software & system interface support on document imaging systems. Accountable for company assets: car, parts, computer, test equipment, etc.• Increased team revenue by identifying opportunities that led to new hardware and support service sales.• Developed equipment modification and repair recommendations that were published and distributed to other field personnel, resulting in increased equipment reliability.• Achieved low callback rate on repair calls: Average 2%.• Assisted major customer in developing and implementing ideas for a document workflow process that led to an increase in production while decreasing labor costs.• Achieved average annual territory growth of 8% between 2010-2013, due to equipment lead generation and high customer retention rate.• Demonstrated teamwork with willingness to assist with workload in surrounding territories.• Selected as liaison and technical lead for 3rd party hardware vendor• Repaired and maintained equipment with minimum parts costs while achieving low percentage of callbacks.• Consistently achieved performance benchmarks in areas of revenue production, customer satisfaction, technical proficiency, leadership, and cost management.• Developed inventory control plans that resulted in decreased territory spending.• Recognized for creating and maintaining strong client relationships with top notch customer service. Show less

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  Burroughs, Inc.

  Jul 2015 - Dec 2015

  Customer Service Engineer

  Service and repair electronic components in ATMs, Kiosks, Safes, Cash Recyclers and Sorter machines. Specialize in technology field service. Install, maintain and service multi-vendor equipment at customer locations in response to assigned service calls within established service level agreement timeframes. Provide device performance monitoring software to help customers optimize technology investment. • Perform on-site troubleshooting and repair of complex customer machines• Maintain strong customer relations with top notch customer service• Work independently and escalate problems to next support level.• Demonstrate teamwork with willingness to assist with workload in surrounding territories• Manage and account for inventory, parts and company assets Show less

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  Bayer HealthCare

  Dec 2015 - now

  Field Service Engineer Group Lead

  Provide on-site field service support by performing predictive maintenance, troubleshooting, repair, and installation of Bayer Healthcare’s MEDRAD power injection systems in Computed Tomography (CT), Magnetic Resonance Imaging (MRI), and X-Ray environments. Maintain and service multi-vendor radiology equipment at hospitals in response to assigned service calls within established service level agreement timeframes. Provide device performance monitoring software to help customers optimize technology investment. • Improve customer satisfaction and maintain strong customer relations measured by customer satisfaction surveys• Demonstrates strong decision making, time and task management, and inventory management skills. Work independently and escalate problems to next support level.• Sells and promotes service programs and offerings to a range of customers that consist of equipment end users, medical facility management, and Original Equipment Manufacturer (OEM) partners (GE, Philips, Siemens and Toshiba) throughout an assigned territory.• Led workgroup in revenue production for billable service calls, maintenance contracts and equipment installations• Demonstrates a high level of teamwork with a focus on driving results and building trust; willingness to assist with workload in surrounding territories Show less