Steven R.

Pelton
134 Sir Thomas Drive
Las Vegas NV 89110
(702) 953-0704 (home), 978-604-8659 (cell) s.pelton@cox.net

Job Objective:

Highlights of Experience:
• Over twenty years experience as a service professional with diversified knowledge in
areas such as customer service, customer technical support, field service administration
and corporate depot repair.
• Proven track record in managing a service department as well as providing excellent
technical support to customers and corporate distributors both domestic and
international.
• Over twenty five years in troubleshooting and repair of bio- medical pumps and
analyzers, On-line water and chemistry analyzers, and dermatological lasers
My transferable skills include but are not limited to the following:
Customer Service Phone Technical Support Field Service Inventory Control
Equipment Troubleshooting Circuit Board repair (including SMT pcb’s)
Computer Skills: Proficient with Microsoft Word, Excel, PowerPoint
Knowledgeable on MRP & ERP systems, ManMan, Minx, Avante, Syteline

Work Experience

01/01 – 03/09 Cynosure Inc. Chelmsford MA

Technical Support Specialist / Field Service Engineer, Las Vegas
Provided technical support on dermatologic lasers to customers, field service engineers, and
international distributor service personnel on a daily basis
• Performed on-site installations, repairs and assisted in Trade Show set-ups
• Maintained Van stock for various lasers
• Evaluate reported field failures for quality assurance to improve product reliability
• Troubleshoot failures and arrange part shipments for field personnel
• Improved customer response through better communication from sales rep
• Promoted to field service engineer for new Las Vegas region, December 2005
• Performed depot repair on returned lasers and laser accessories as needed
• Wrote service bulletins on product improvements, as needed

11/1990 – 09/2000 Thermo-Orion Beverly, MA

Service Manager
• Managed the Field Service Group (staff of 3) and Corporate Repair Group (staff of 5)
• Organized and conducted service seminars for International dealers, worldwide, up to
12 attendees
• Developed corporate service plans and policy for new products
• Maintained monthly budgets, monitored expenses and revenue, achieved a
profit margin of 40 – 50% for service revenue
• Increased service revenue yearly, revenue increased between 7 – 10% yearly
• Established departments goals and objectives on repair turnaround based on product
• Restructured the Service Group to achieved a more cost effective and unified service
department, thereby reducing department expenses and over-head
• Created departmental procedures for initial ISO-9002 certification
• Team Member for corporate wide computer system update, responsible for the
implementation of Depot Repair, Field Service, and Return Material processes
Steven Pelton page 2

1986 – 1990 Orion Research (ATI) Charlestown, MA

Repair Shop Manager
• Managed in-house repair department (staff of eight)
• Forecasted and controlled service part inventory for corporate part sales and service
• Wrote and documented service procedures and policies to improve service response to
customers

1983 – 1986 Orion Research Cambridge MA

Senior Field Service Engineer

• Supervised; scheduled and dispatched field service engineers

• Conducted service training workshops on Bio-Medical analyzers for U.S. distributors such
as Fisher Scientific, Baxter Health Care, Curtin Matheson Scientific resulting in improved
customer response and satisfaction
• Composed service bulletins and contributed to the development of service manuals

1978 – 1983 Orion Research Cambridge MA

Field Service Engineer
• Performed installations and repair of bio-medical analyzers, and on-line water process
analyzers, maintaining response for Bio-Medical analyzers at 48 hours or less
• Conducted customer training seminars
• Traveled extensively (70% on road time) throughout the U.S. and Canada

1973 – 1978 Orion Research Cambridge MA

Production Supervisor
• Supervised electrical and mechanical assembly groups (staff of 9)
• Established production standards, improving the completion of products
• Scheduled and coordinated resources and inventory to produce bio-medical pumps for
corporate inventory/sales
• Tested, calibrated and troubleshot assembled products

1972 – 1973 Orion Research Cambridge MA

Repair service technician
• Performed tests, repairs and calibrations on analog / digital laboratory instruments and
bio-medical pumps returned by customers for repair maintaining a 7-10 day turnaround

Education: Certificate – ASEE equivalency in Electronic Engineering Technology,

ITT Technical Institute, Graduated 1972