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Field Support Engineering History

By Jorgeserrano01
  • TAC Santa Cruz starts operations

    TAC Santa Cruz starts operations

    -TAC reported directly to Quality and was led by Charles Feder.
    -Support via phone and fax.
    -No computers or data base.
    -Only supported distributors.
    -Mostly giving support on products such as: M10, M12, Starbase.
  • FSE role created - Gerhard Schagerer hired

    FSE role created - Gerhard Schagerer hired

    -Quality VP (Linder Fry) created FSE role to support product issues.
    -Product issues where manually updated on a binder.
    -Issues where reviewed by a small team (RRE and Quality).
    -There were no metrics and minimum visibility to sr. staff.
    The position of the FSE was the result of a 2003 QA Strategy project.
    At the time there was frustration voiced from outside sales
  • iAvenue implemented in TAC

    iAvenue implemented in TAC

    -Data base software to capture and interact with customers.
    -Minimum data was captured and no reports where available.
    -TAC expanded and about 30 TSR's here hired.
    -No automated way to escalate cases to FSE.
  • GCC transfered from Quality to Operations

    GCC transfered from Quality to Operations

    -Gerhard Schagerer became the FSE manager.
    -Chris Skulley hired as Field Support Engineer.
    -Discovery 640 Bluetooth headsets go mainstream.
  • Sales Force implemented in GCC

    Sales Force implemented in GCC

    -Formal process created for capturing customer information.
    -Discussions on creating escalating process to support product issues.
  • Management changes in GCC

    Management changes in GCC

    -Ed Romson became GCC director.
    -FSE reported directly into Ed Romson.
    -TAC manager Charles Feder leaves Plantronics.
    -New TAC SC manager hired (Debra Olmos).
  • CSI team and process created

    CSI team and process created

    Worldwide team created to support product issues:
    GCC
    Quality
    Development Engineering
    Program Management
    Product Management
    Operations
  • New FSE member hired - Jorge Serrano

    New FSE member hired - Jorge Serrano

    -FSE team composed from: Gerhard, Chris and Jorge.
    -In charge of: AMER, APAC and APAC India regions.

  • Paul van den Berg becomes GCC Vice President

    -Ed Romson leaves PLT
  • Changes in FSE team members

    Changes in FSE team members

    -Chris Skulley leaves FSE
    -Rich Sanderson is hired in FSE.
    -FSE in charge of: AMER and APAC regions.

  • FSE management changes - Reports into TAC

    -Gerhard Schagerer leaves PLT.
    -FSE now reports into TAC management (Debra Olmos)
  • Changes in FSE team members

    Changes in FSE team members

    -Rich Sanderson leaves PLT.
    -Agustin Hernandes hired in FSE.
    -FSE In charge of: AMER and AUS regions.

  • CRE department created

    -Kenn Mackenzie hired as CRE Director taking ownership of World Wide RRE.
  • CRE taking ownership of FSE / Changes in TAC Org

    CRE taking ownership of FSE / Changes in TAC Org

    -FSE team is disbanded and members are currently working for CRE.
    - TAC AMER, EMEA, APAC, APAC India report directly to Paul den Berg.