Tony Cuevas
Manager, Technical Support & Warranty Services @Raypak
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WORK HISTORY
Manager, Technical Support & Warranty Services @Raypak
Oxnard, CA, US
Responsible for overseeing the Technical Support Call Center and staff including phone and field technical support, applications engineering and management of the relationship with third party call center partners, focusing on industry leading service levels, transactional efficiency and cost management-Continuously seek to drive improvements in overall service levels, transactional efficiencies and cost management through the implementation of new processes, procedures and technologies-Establish effective and accurate reporting systems for technical service performance. Leverage historical data, channel specific practices and best practices to design new systems that promote an effective understanding of product performance in the field-Develop expertise in Division technical support practices and repair ensuring all policies are maintained and well communicated to the appropriate personnel. Continually evaluate the effectiveness of Division warranty policies and opportunities for improvement-Develop expertise in Division and technical support practices and processes to identify opportunities to improve policies or procedures (i.e, lower cost, improve timeliness, etc.)-Establish and maintain a formal feedback/reporting process, with the Division Quality Assurance, Research & Development, Company Legal and Division Purchasing, that enables the resolution and prevention of field service calls and warranty failures as well as the recovery of cost associated with poor vendor quality.
EDUCATION
Sylmar High School
High School Diploma, High School/Secondary Diplomas and Certificates
College of the Canyons
Associate of Science - AS, Human Resources Management/Personnel Administration, General
SKILLS
ABOUT TONY CUEVAS
A fervent problem-solver with an analytical and outside-the-box mentality; coupled with a patient approach, leads to the successful discovery of root causes. Additionally, a humble attitude fosters collaboration from all levels within an organization, creating a synergistic environment which drives positive process, people, and policy changes.
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