Erik Raul Castillo
Biomedcal Engineer
Toluca
Summary
Accomplished Technical Support Manager, adept in customer communications and technical troubleshooting. Spearheaded training initiatives and enhanced team productivity through effective systems, demonstrating exceptional operations management and mentoring skills. Achieved continuous improvement, significantly impacting service quality and efficiency.
Overview
19
19
years of professional experience
Work History
Technical Support Manager
Grupo Vitalmex
07.2024 - 10.2024
- Developed and implemented training initiatives for new hires.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Tracked KPIs and created continuous improvement plans.
- Inventory and budget control
- Calendar control
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
Service Coordinator
Creamedic
01.2022 - 07.2024
- Prepared reports on service performance metrics and key indicators for management review.
- Coordinated and monitored service activities to confirm work met all requirements.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Supervision of medical equipment facilities
- Dealing with suppliers and distributors.
- During pandemic in 2022-2023, deploy covid hospitals
Field Service Engineer
Medicare Solutions
06.2019 - 06.2021
- Scheduled service calls according to customer location and urgency of need.
- Provided remote support for clients experiencing technical difficulties, resolving problems quickly and efficiently without the need for on-site visits.
- Established strong relationships with customers through clear communication and consistent follow-up on outstanding issues.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in tomography, x-ray system, ultrasound system, mastography, pacs & ris.
Biomedical Engineer Manager
Biomedica En Linea
04.2016 - 12.2016
- Optimized medical device performance with thorough testing and analysis, ensuring safety and efficacy.
- Trained healthcare professionals on proper usage of biomedical equipment, improving overall patient care standards.
- Diagnosed malfunctioning equipment and ordered parts to repair or replace non working ones.
- Dealing with suppliers
- Implementation of 2 hospitals and 5 clinics
Biomedical Hospital Response
Social Security Institute of the State of Mexico
07.2005 - 12.2016
- Inspected, tested and calibrated medical equipment before installing.
- Diagnosed cause of problems and completed repairs.
- Maintained proper care and storage of diagnostic tools and equipment and tracked inventory.
- Trained staff on proper operation of equipment as well as initial troubleshooting techniques.
- Installed, calibrated and monitored electromedical devices.
Education
Certificated - Biomedical Engineering
National Polytechnic Institute
Mexico City, Mexico 05.2001 -
Skills
Customer communications
Remote Support
Customer Support Management
Operations Management
Technical Troubleshooting
Training and mentoring
Service Desk Management
Budget Administration
Timeline
Technical Support Manager
Grupo Vitalmex
07.2024 - 10.2024
Service Coordinator
Creamedic
01.2022 - 07.2024
Field Service Engineer
Medicare Solutions
06.2019 - 06.2021
Biomedical Engineer Manager
Biomedica En Linea
04.2016 - 12.2016
Biomedical Hospital Response
Social Security Institute of the State of Mexico
07.2005 - 12.2016
Certificated - Biomedical Engineering
National Polytechnic Institute
05.2001 -
Similar Profiles
Daniel Sarir Apátiga PérezDaniel Sarir Apátiga Pérez
Support Engineer at VitalmexSupport Engineer at Vitalmex
Javier AlzogarayJavier Alzogaray
Administration Manager at Grupo Sur Investigación Clínica S.A.Administration Manager at Grupo Sur Investigación Clínica S.A.
Leopoldino Eulálio Domingos PimentelLeopoldino Eulálio Domingos Pimentel
Gestor de Contratos - Director Adjunto do SAC at Grupo Boa VidaGestor de Contratos - Director Adjunto do SAC at Grupo Boa Vida