Adonis Reece Email & Phone Number

Jamul, Ca, Us

San Diego, California, United States

San Diego Metropolitan Area

Strategic and tactical influence with Commercial Leadership team to achieve business goals related to revenue and the customer experience with TBIO brand. Also, a critical part of this role is coming the product feedback loop with Operational and Quality business functions by providing in-depth related case reviews. My three functional teams consisted of Customer Service (order entry & account setup), Technical Support (product and application support), and Field Service (instrumentation service and repair).Achievements:-- Successfully hired/promoted and developed 4 Senior Managers-- Transformed a 3-person Customer Service team and an internal support engineer into a Global Service and Support team with clear roles and responsibilities that delivered an NPS of >80% within 2 years-- Led Global Trade Compliance (export control) in partnership with Legal in 2022 upon learning of TBIO's BioXp system and software controlled status. Supported voluntary self-disclosure filing with Bureau of Industry and Security (BIS) limiting business exposure-- Onboarded and trained EU support team to deliver 18x5 support-- Maintained relationships with service vendors through contract negotiations and changes in business needs resulting in a streamlined EU support team with a strong BFS partner in EU-- Created training programs and FSE guidelines to ensure Channel Partner success-- Established initial guidelines for successful international business as lead of the International Domain team established by CEO-- Led internal Biofoundry Services team for 5 months in 2022, delivering the highest quarterly revenue in Q3, 2022 ($465K, 238% growth YoY)-- Implemented SFDC Service Cloud with integrated telephony ensuring all customer support interactions were documented and categorized for business analysis-- Support install base growth from ~65 to > 300 BioXp systems (internal + external)-- Ensured successful commercial launch and installation of two new BioXp systems: 3250 & 9600

San Diego, California, United States

Built a Global Service & Support organisation (Customer Service, Technical Support, and Field Service) with supporting strategies, systems, and tools that align with the required flexibility of a nascent public company and scalable options for a high-growth business trajectory. Recent expanded responsibilities also include continued development of Codex DNA’s Biofoundry Service team and creation of an Internal Applications Product Support team.

Greater San Diego Area

Illumina's Global Service Operations function was initiated in January 2019. The Global Service and Support team currently comprises >1400 employees with an annualized revenue $240M.Team’s composition: Service Operations, Commercial Quality & Compliance, and Post-Market Surveillance The team’s vision is to collaboratively connect the commercial service and support strategic vision to measurable results for logistics, quality operations, cost savings, and business model transformation.•Responsible for integration and global service management of: o >180 global service and support process documents o >30 global service and support business processes (i.e.: Customer Intake, Service Requests, Work Orders, Installs, Parts Mgmt, Tools Mgmt, etc.) o 16 business tools/resources (i.e.: Knowledge Base, Channel Partner Portal, Community, etc.) o 10 data types (i.e.: Asset Record, Service Material, Service Contract, Cases, etc.) o 3 commercial systems (SAP, SalesForce.com, ServiceMax)•New CRM implementation stakeholder for Global Service (Salesforce.com + ServiceMax) which has increase overall efficiencies by >18%•Improved Global Service Loaner policy and program decreasing customer downtime•Simplification of Service CRM Workflows to increase service inventory accuracy (Goal: 85% Regional Accuracy)•Remove service barriers for Global Channel Partners and Third-Party Service providers•Collaborate and leverage Global Quality Operations business initiatives to streamline service tools management •Global Commercial compliance champion for Service across systems, processes, and documentation which has led to zero major audit findings from FDA and BSI•Key contributor in Three Year Commercial Strategy Roadmap•Coaching Post-Market Surveillance program management for IVDR 2021 readiness•Developed Finance/Accounting partnership to streamline cost settlements resulting in an estimated Service Revenue increase of > $1M for FY2020.

San Diego

The Product Support Team at Illumina consisted of instrument and control software engineers and applications scientists. The team assisted field support staff in the Americas with managing customer and account based escalated complaints which needed second and third level support assistance. Globally, Product Support staff work with regional counterparts to elevate product complaints breaking normal trends into the corporate quality system for further investigation and/or corrective and preventative action. Each team member helps manage sustaining functions of a given product(s), providing field based feedback to development and manufacturing teams for further product improvement as well as maintaining support resources and updates. The teams global responsibilities require constant vigilance and management of communication strategies across a highly matrix organization.

Greater San Diego Area

Pre-sales technical support for the UK and European SOLiD Sales Team. Accompanied SOLiD Sales colleagues into sales scenarios (competitive sales, technical seminars, and exhibitions). Performed independent customer technical sales visits as necessary. Prequalified sales and proposal request reviews. Expert in SOLiD Next Gen platforms and competitive landscape. Territory: Genome centres, academic, clinical diagnostics, government facilities, and contract research organizations within UK, Finland, Sweden, Norway, Denmark, Netherlands, Belgium, Luxemburg and France.

Managed staff of 6 to7 UK Application Support Representatives. Conducted salary negotiations, interviews, hiring and retention of candidates within budgetary guidelines. Developed company and personal goals for team members to achieve strategic corporate initiatives. Interfaced with management teams to provide critical feedback for internal teams including operations, marketing and logistics to ensure accurate inventory of equipment and materials for European countries. Territory: UK and Ireland.

Responsibilities include customer training, pre- and post-sales support, and troubleshooting of CE based sequencing and genotyping applications and software. Proficiency has been obtained in TaqMan based chemistry, instrumentation and applications. Territory: UK and Ireland. Customer base includes genome centres, academic research environments, clinical diagnostics, government facilities, contract genetic analysis corporations and pharma.

Responsibilities include customer training, pre-sales support, and troubleshooting of CE based genotyping applications and software. Territory: TX, OK, NM, CO. Customer base includes genome centers, academic research environments, clinical diagnostics, government facilities, contract genetic analysis corporations.

Responsibilities include installation, customer training, troubleshooting/repair and preventative maintenance of genetic analysis equipment, and mentoring junior engineers. Territory: Houston TX and surrounding areas. Equipment expertise includes the ABI 370, 373, 377, 310, 3100, 3100-Avant, 3100XL, 3700, 3730, 3730XL. Customer base includes forensic science laboratories, academic research environments, medical diagnostic laboratories, and contract genetic analysis corporations.

Managed eight staff members and day-to-day laboratory operations. Responsible for interviewing and hiring additional staff and performing personnel reviews, salary decisions and disciplinary actions. Created standard operating procedures, purchased scientific equipment, created molecular biology protocols. Specific instrument proficiency included ABI 373, 377, Biomek 2000 Workstation, AB 9700 Thermocycler and various standard laboratory equipment.