Patrick Heinl

- Same duties as before, including:

• Working in collaboration with our District Manager and overseeing all day to day activities in 7 separate districts, being in charge of 17 Field Service Technicians between South and North Carolina.
• Prioritizing work loads and coverage, helping to facilitate 24/7 Service on an on-call basis with a YTD Avg. of 98% SLA times met and 93% First Time Fix.
• Generating work schedules for a total of 7 districts ensuring 24/7 coverage in the field.
• Be a go-to person for other FSEs for advice and OT approvals.
• In Charge of all Project Scheduling, PM Scheduling, and responsible for an efficient workforce in South Carolina and North Carolina.
• Tasked with training and re-training new and existing technicians at home and in other parts of the country.
• Improved overall Call Response Times significantly by coordinating technicians and instilling teamwork.
• Correcting poor performances in other areas by personally handling and shuffling/re-assigning calls and teaching call handling.
• Traveled to other states to help bring down Response and Resolve times by applying vast knowledge of machines to fixing the issues faster and more accurately.
• Worked to dramatically improve team morale in other areas by positive one on one conversations.

• Second Line Maintenance on Wincor, Hyosung, Tranax, Hantle, and Triton ATMs.
• Second Line repair on Tidel and Brinks Smart Cash Management safes.
• Responsible for keeping track of on-hand repair parts inventory.
• Executing detailed Site Surveys and installing new ATMs and Smart Safes.
• Troubleshooting more complex malfunctions on ATMs and repairing/replacing various Field Replaceable components.

• First Line troubleshooting and repair on Wincor Procash ATMs
• Detailed close out reports on all work performed 
• Prioritize call handling according to contract SLA Times
• Maintaining company provided inventory
• Keeping up with Take Home company provided vehicle.

• Study shipping notices, bills of lading, invoices, orders and other records to determine shipping priorities, work assignments and shipping methods required to meet shipping and receiving schedules.
• Recording and Performing Inventory Control using Excel and AS/400.
• Cut down on previous shipping errors by ~25%
• Prepare Documents such as IMO Dangerous Goods Declarations, Commercial Invoices, and CAFTA-CA Forms.
• Pull & Stack Products per Packing List on Pallets
• Use of FedEx & UPS Machines on a daily basis