Patrick Kalina

WORK HISTORY

EDUCATION

SKILLS

ABOUT PATRICK KALINA

Manage diverse teams to develop and strengthen resources that enable extraordinary support of global customers- Provide strategic direction and oversight for product documentation, customer training, and service resources by- Setting strategic direction for the organization’s technical writer - focusing on delivering industry-leading product utilization and support documentation- Developing product support strategies, resources, and delivery methods for 30+ product lines- Identifying and implementing support pathways and processes that are a match for customer needs- Developing and implementing infrastructure, processes, and resources to support the establishment of new product lines- Engaging customers, team members, and outside resources in a continuous effort to understand needs and develop lasting solutions- Promoting and managing customer technical training, including identifying of needs/expectations of customers, development of curriculum, and identification and securing of resources to enable team success- Promoting opportunities in manufacturing to students and teachers from regional school districts- Oversee, coordinate and define processes to establish system structures that support the goals of the Douglas Scientific Customer Service Team including- Export Compliance - Product Decontamination - Hazardous Material Shipping - Training Coordination & Delivery (internal-facing)- Online/On Demand Training - Training Coordination & Delivery (external-facing)- Customer Care Tools and Processes to Support New Products - Telephone Service & Support - Online Service & Support - Training & Continuous Support Tools - Technical Documentation - Additional Resources