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Patrick Heinl

Lead Customer Engineer 2 at Burroughs Payment Systems

Summary

"The dictionary is the only place that success comes before work. Work is the key to success, and hard work can help you accomplish anything."

-Vince Lombardi

Extremely hard working and highly efficient Lead Customer Service Engineer with extensive knowledge of Field Service, Customer Service, Mechanics, and troubleshooting of ATM machines and Smart Safes; giving me the ability to accurately pinpoint problems before they may arise. Being an exceptional team player and leader figure, I bring great value to your company and team.

Work History

06/2015Present

Lead Customer Engineer 2

Burroughs Payment Systems

- Same duties as before below, including:

  • Tasked with training and re-training new and existing technicians in other parts of the country.
  • Improved overall Call Response Times significantly in Savannah, GA 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.
  • Creating work schedules for the Charleston, SC and Savannah, GA area.

04/201306/2015

Field Service Engineer 2

Burroughs Payment Systems
  • 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 vital parts.

04/201204/2013

Field Service Engineer

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

11/201008/2011

Shipping and Receiving Lead

Boatlife
  • 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

Certifications

  • Wincor ProCash ATMs
  • Wincor CINEO CMDv5 & CCDMv2 ATMs
  • Revolution Note & Coin Recylers
  • Diebold Opteva ATMs & Deposit Automation
  • Dunbar, TIDEL, and Brinks Compusafe Smart Safes
  • Hyosung. Tranax, and Hantle ATMs
  • Xerox and Konica copiers