- Enjoy walking my dog for overall physical and mental well-being
- Outdoor Recreation
- Music
- Woodworking
- Gardening
- Crafting and DIY Projects
- Crafting homemade beer using specialized equipment and brewing techniques
Russell Roy
Cherry Valley
Summary
Results-driven Field Service Professional with extensive background in service operations and a history of delivering timely, high-quality results. Excelled in diverse service tasks through effective team collaboration and adaptability to evolving needs, complemented by strong technical repair and problem-solving skills. Committed to continuous learning and team success while thriving in demanding, deadline-driven environments.
Overview
20
20
years of professional experience
Work History
Field Service Specialist
QIAGEN
Boston, MA
04.2022 - Current
- Prioritized customer calls, scheduled local calendars, managed inventory, and determined duration of onsite activities to enhance service delivery.
- Diagnosed and resolved technical issues in laboratory equipment, ensuring optimal performance and minimizing downtime.
- Conducted routine maintenance and calibration of devices, enhancing reliability and precision.
- Led initiatives to implement new technologies, driving efficiency in field operations.
- Assessed customer requirements for new assays, instruments, and upgrades to tailor solutions that meet specific needs.
- Achieved IQOQ certification by completing all required training and assessments.
- Https://www.qiagen.com/us
Field Support Specialist
Nova Biomedical
Boston, MA
11.2019 - 04.2022
- Assisted customers and new hires with periodic maintenance and upgrades of instruments which included training for laboratory personnel in all aspects of Instrument functionality
- Conducted wellness checks with customers to identify needs for new assays, instruments, or upgrades, enhancing customer satisfaction and engagement.
- Made independent, daily business decisions on customer call prioritization, local calendar scheduling, inventory management, and determining appropriate length and duration of onsite customer activities.
- Delivered technical support for medical devices, ensuring optimal functionality and enhancing user satisfaction through effective troubleshooting.
- Achieved IQOQ certification by completing all required training and assessments.
- Https://www.novabiomedical.com
Immunology/Infectious Disease, Rapid Diagnostics Technical Consultant
Abbott Inc.
Austin, TX
03.2016 - 11.2019
- Assisted customers with new installs and upgrades of instruments which included training for laboratory personnel in all aspects of Instrument and Rapid Testing functionality
- Supported customers in validating new assays by analyzing customer samples and delivering validation results using EP Evaluator.
- Resolved customer issues related to assay and instrument performance.
- Conducted wellness checks with customers to assess needs for new assays, instruments, or upgrades.
- Collaborated with Sales Department to identify and pursue new business opportunities with existing and prospective customers.
- Assisted managers with projects including the review of instruments manuals which required suggestions for editing content.
- Https://www.globalpointofcare.abbott/us/en/index.html
Technical Support Specialist I – Instruments
Alere Scarborough, Inc.
Scarborough, ME
10.2013 - 03.2016
- Delivered customer service by answering calls, documenting cases in complaint handling system, and providing test information to health care professionals
- Authorized product returns or sample submissions for investigations and determined product replacements per guidelines
- Interfaced with manufacturers' product support investigative teams, vendors and field service providers per case investigations and on-site service calls, acting to ensure appropriate and timely responses
- Escalated cases with potential regulatory actions and informed management of significant product issues and unresolved customer concerns
- Assisted in the creation of an intranet Technical Services Manual for use by the U.S. sites and the European Technical Services branch to be used as a job aid for all supported products
- (bought by Abbott Inc.) https://www.globalpointofcare.abbott/us/en/index.html
Medical Technologist II (Evening Shift)
Affiliated Laboratory, Inc.
Bangor, ME
07.2012 - 02.2013
- Processed and ran specimens for Chemistry, Coagulation, Urinalysis, and Hematology Departments, ensuring timely and accurate results for patient care
- Recognized and flagged specimens with questionable characteristics for further review by a pathologist
- Evaluated all results and conducted additional testing
- Created and delivered reports, highlighting results and promptly notifying physicians of critical findings to facilitate immediate clinical decisions
- Http://www.affiliatedlab.com/
Medical Technologist Assistant (Microbiology Department)
Affiliated Laboratory, Inc.
Bangor, ME
08.2010 - 07.2012
- Triaged and received all specimens upon arrival in the department
- Processed and inoculated specimens onto appropriate media, ensuring optimal conditions for microbial growth.
- Fixed and stained all gram stains, incubating all specimens in appropriate conditions
- Managed phone inquiries and communicated test information to health care professionals and patients, ensuring clarity and accuracy.
- Developed onboarding materials for new employees to streamline their preparation for roles.
- Http://www.affiliatedlab.com/
Senior Client Services Specialist
Affiliated Laboratory, Inc.
Bangor, ME
05.2006 - 08.2010
- Coordinated transport of special testing to specialized laboratories, ensuring timely delivery for accurate results
- Received and distributed laboratory reports to appropriate doctors, facilitating prompt patient care
- Processed and delivered specimens to specific laboratory departments, supporting efficient testing workflows
- Http://www.affiliatedlab.com/
Education
Bachelor of Science - Clinical Laboratory Sciences, Medical Technology, Microbiology
UNIVERSITY OF MAINE
Orono, Maine01-2012
Skills
- Installation and maintenance
- Field operations
- Technical troubleshooting
- Remote support
- Diagnostic skills
- Technical training
- Salesforce
- Pivotal
- Concur
- EP Evaluator
- Service quality
- Customer service
Interests
Timeline
Field Service Specialist
QIAGEN
04.2022 - Current
Field Support Specialist
Nova Biomedical
11.2019 - 04.2022
Immunology/Infectious Disease, Rapid Diagnostics Technical Consultant
Abbott Inc.
03.2016 - 11.2019
Technical Support Specialist I – Instruments
Alere Scarborough, Inc.
10.2013 - 03.2016
Medical Technologist II (Evening Shift)
Affiliated Laboratory, Inc.
07.2012 - 02.2013
Medical Technologist Assistant (Microbiology Department)
Affiliated Laboratory, Inc.
08.2010 - 07.2012
Senior Client Services Specialist
Affiliated Laboratory, Inc.
05.2006 - 08.2010
Bachelor of Science - Clinical Laboratory Sciences, Medical Technology, Microbiology
UNIVERSITY OF MAINE