Vhonn Ryan Sarmiento
Field Service Engineer
Machida,12
Summary
Dynamic professional with a proven track record at ASMPT Japan Limited, enhancing customer satisfaction through process optimization and effective conflict resolution. Skilled in problem-solving and interpersonal communication, I've significantly reduced complaints and improved service standards. Expert in both customer relations and technical support, which has consistently led to increased efficiency and client retention.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Customer Services Manager
ASMPT Japan Limited
Tachikawa, Tokyo, Japan
10.2014 - Current
- Oversaw conflict resolution efforts, ensuring satisfactory outcomes for both customers and the business.
- Analyzed customer feedback data, identifying areas for improvement in policies or procedures.
- Established new call center protocols, leading to reduced wait times and improved overall experience for customers.
- Reduced customer complaints by developing and enforcing service standards and protocols.
- Enhanced customer satisfaction by implementing streamlined processes and timely issue resolution.
- Balanced competing priorities effectively, ensuring all tasks were completed efficiently while maintaining a keen focus on quality control.
- Implemented proactive measures to anticipate customer needs, resulting in higher retention rates.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Senior Service Engineer
ASM Assembly Technology Limited
05.2004 - 06.2014
- Achieved customer satisfaction with timely resolution of technical issues and clear communication.
- Established strong relationships with clients by providing exceptional service, leading to repeat business and referrals.
- Visited customer locations to assess equipment functioning and develop repair plans.
- Scheduled and implemented maintenance activities for equipment.
- Assisted sales team with product demonstrations and technical support, contributing to increased revenue opportunities.
- Implemented preventative maintenance programs, reducing system failures and extending equipment life.
- Spearheaded root cause analysis initiatives, identifying key areas for improvement within the engineering department.
- Provided detailed reports on service activities and outcomes to management, enabling informed decision-making processes regarding system improvements.
- Resolved customer complaints in prompt, polite and professional approach.
- Diagnosed and resolved machine operation variations and equipment problems.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Developed preventive maintenance schedules to minimize downtime and optimize performance.
- Dismantled defective machines and equipment and installed new or repaired parts.
- Performed troubleshooting and repair for complex electrical equipment.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Visually inspected and tested machinery and equipment, performing routine preventive maintenance.
- Investigated and corrected mechanical problems with machinery.
- Cleaned and lubricated parts to keep equipment operating at peak performance.
- Organized and directed maintenance shutdowns and startups.
Associate Engineer
Lear Automotive
06.2003 - 05.2004
- Increased production capacity by designing and implementing automated processes in manufacturing facilities.
- Designed custom components using CAD software to meet specific customer requirements while adhering to industry standards for quality assurance purposes.
- Reviewed technical drawings developed by CAD technicians and drafters.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
University of San Carlos
Cebu City, Philippines 01.1997 - 03.2002
Skills
Excellent time management skills
Process improvement specialist
Focused on customer satisfaction
Problem-solving abilities
Customer Relations
Process Optimization
Communication Skills
Exceptional interpersonal communication
Timeline
Customer Services Manager
ASMPT Japan Limited
10.2014 - Current
Senior Service Engineer
ASM Assembly Technology Limited
05.2004 - 06.2014
Associate Engineer
Lear Automotive
06.2003 - 05.2004
Bachelor of Science - Electrical, Electronics And Communications Engineering
University of San Carlos
01.1997 - 03.2002
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