Quality – Warranty - Technical Assistance – Customer Service Engineer

Experience

WÄRTSILÄ USA, Inc., Houston, TX. 2021 - 2022

Senior Warranty Expert
Handled warranty services and requests for appointed marine vessels while keeping expenses at a minimum and maintaining a high quality of service and customer satisfaction. Integrated and contributed to intercompany group meetings (Project Management, Sales, Workshops, Field and Technical Service to discuss and establish resolution actions for outstanding claims and ensure clients were properly supported throughout the warranty project cycle and beyond.

Key Accomplishments:
• Integrated and supported new product launches by establishing trust and providing excellent support to the customer base.
• High Management recognition for contributions to customers’ success and satisfaction metrics.
• Developed strong cooperation bonds with corporate non-US logistic department peers improving warranty claims resolution time.

TENARIS GLOBAL SERVICES. Bay City, TX. 2008 – 2020

Customer Service Representative/Engineer
Acted as a technical contact point between external and internal customers providing exceptional service and outstanding customer satisfaction. Integrated product realization groups supporting order processing and pre-production meetings, ensuring customer requirements were considered, met and intervention points defined and agreed upon; all this while reviewing Quality Control, Inspection and tests plans, and customer specifications. Managed and resolved technical and logistic claims.

Key Accomplishments:
• Reduced backlog of outstanding US tubular claims by 40% by developing a strong cooperation bond with quality peers on the domestic and international company mills.
• Strengthened relationship with customers and improved overall satisfaction by providing a local point of contact for all quality and logistics matters, resulting in a 50% reduction in claims resolution time.
• Created and maintained a database of domestic and international claims including characterization of defects and root causes used for data and trends analysis resulting in a 35% reduction of the time required for department KPIs reporting.

TERNIUM USA, INC. Houston, TX. 2006-2008

Technical Assistance Engineer
Provided technical assistance and improved overall customer satisfaction by serving as a point of contact for all quality matters about the steel products sourced from the Company’s South American mills. Ensured all claims/complaints and related communications were handled in a professional, customer-focused, timely, and effective manner.

Key Accomplishments:
• Supported the commercial team operations by providing technical expertise on arising quality concerns and discrepancies and building rapport with customers.
• Developed and implemented with commercial teams a visit program to high-priority customers, effectively increasing the sales of Hot and Cold Rolled material by 20,000 tons per year.
• Established a secondary material resale channel, which resulted in a reduction of the monetary loss for claimed material by at least 10%.

TERNIUM SIDOR. Puerto Ordaz, Venezuela. 2001 – 2005

Long Products Customer Service and Product Engineer 2003 - 2005
Developed new steel long products (Wire rod) by mill capabilities and market requirements. Received, registered, and resolved technical and logistic claims, coordinating visits and lab analyses when required. Integrated quality committees with other producing mill areas to analyze quality deviations from pertinent standards and decide on the final application. Drove qualitative projects from assessment and organization to execution and evaluation.

Key Accomplishments:
• Developed a low carbon steel grade with high Boron content to discourage the import of steel billets from external producers into the local market at preferential rates, increasing domestic sales by 5% by forcing the application of a 10% custom duty from regional trade agencies.
• Coordinated the revision of a High Manganese steel grade for the fabrication of welding electrodes, resulting in an expansion of the range of products offered and increasing international sales of such products by 25%.
• Led multidisciplinary groups in the cause analysis and characterization of quality discrepancies that occurred at the rolling mill, producing corrective and preventive action plans that resulted in the reduction of claims and improved customer satisfaction as demonstrated by Company Customer Satisfaction Survey results.

Hot Rolled and Long Products Verification and Control Engineer 2001 – 2003
Coordinated, monitored, and inspected the work in accordance with Industry and producing mills' internal quality standards. Created work instructions and operative practices for quality inspectors and trained operators at the company port of non-conforming product discrepancies caused by subpar logistic operations.

Key Accomplishments:
• Trained about 60 technicians over a 2-year period on the occurrence and detection of logistic defects to prevent the dispatch of non-conforming material to international customers, resulting in a 60% reduction in logistic claims.
• Improved awareness of mill operators and quality inspectors by implementing “in line” billboards at strategic points showcasing possible occurrences of defects, resulting in a 20% reduction of production loss time due to mill stoppages.
• Aided the Long Products Product Engineering Department with the design and development plan of a high carbon steel grade for automotive applications, which resulted in a 30% market increase.