Wright Medical (acquired by Stryker) was a global medical device company and recognized leader of orthopedic surgical solutions for extremities and biologics.Provided strategic leadership to the International Customer Experience team developing and executing industry leading practices and service models. Primarily responsible for the leadership, strategy, planning, change management and execution of Customer Service [Order to Invoice] & Distribution [Planning, Logistics… Show more Wright Medical (acquired by Stryker) was a global medical device company and recognized leader of orthopedic surgical solutions for extremities and biologics.Provided strategic leadership to the International Customer Experience team developing and executing industry leading practices and service models. Primarily responsible for the leadership, strategy, planning, change management and execution of Customer Service [Order to Invoice] & Distribution [Planning, Logistics, Inventory & Asset Management] functions, with focus on the full end-to-end supply chain supporting our customers.Drove efforts in collaboration with key stakeholders (sales, marketing, manufacturing, planning, QA, RA, compliance & customers) to enhance customer experience in International markets.Positively managed multiple continuous improvements and change initiatives in customer service and distribution through changes of People, Processes and Systems. Led the teams through transformational change resulting in consolidation from 21 to 11 locations, while improving service levels, operating expense, inventory management and employee satisfaction during 10%+ annual revenue growthResponsibility covered up to 130 employees, located across multiple direct & distributor distribution points globally; UK, Italy, Germany, Switzerland, Netherlands, France, Japan, Canada, Australia and USA (EMEA, LATAM and Asia distributor markets)Led international project resulting in a reduction of field inventory DOH by 10%, OPEX savings >$2.6M, increase employee WTR by 10% and service levels >95%Helped to drive and implement multiple continuous improvement initiatives, process standardizations and changes post-merger including ERP integrations, customer order automation and inventory management programs. Coached, mentored and lead direct reports towards high performance, quality and productivity goals Show less

Abbott Medical Optics (AMO) is focused on providing the full range of advanced refractive technologies and support to help eye care professionals deliver optimal vision and lifestyle experiences to patients of all ages.Responsible for leading the refractive and cataract field service support team for the North West European Market.• Established and developed the service team supporting commercial activities in northern EMEA.• Key technical and customer service account manager… Show more Abbott Medical Optics (AMO) is focused on providing the full range of advanced refractive technologies and support to help eye care professionals deliver optimal vision and lifestyle experiences to patients of all ages.Responsible for leading the refractive and cataract field service support team for the North West European Market.• Established and developed the service team supporting commercial activities in northern EMEA.• Key technical and customer service account manager for largest customer in EMEA• Managed the technical escalation team and processes for all EMEA, direct and distributor markets.• Managed transition from distributor to direct service in UK, Germany and Turkey.• Established service performance and financial metrics, spare parts inventory control, technical training and service contract development programs.• Achieved 2014 Customer Experience Transactional Survey NPS score of 76• Increased service revenue by an average of 9% per year since 2011• Achieved 40% cost savings in spare parts usage from 2011-2015• Received an MBA in 2012 with emphasis on Strategy, Leadership & Renewal• Received AMO global award for excellence in accountability in 2008• Achieved familiarity with SAP EEC 6.0• Customers & Equipment: 450 Systems at 100 Customers in 9 Countries Show less

IntraLase designed, developed and manufactured an ultra-fast femtosecond laser that revolutionized refractive and corneal surgery by creating safe and more precise corneal incisions.Provided full technical service (installation, service and repair) of femtosecond laser systems for direct customers and for distributors at customer premises throughout Europe.• Provided remote and on-site technical support for Intralase customers in European markets, distributor and… Show more IntraLase designed, developed and manufactured an ultra-fast femtosecond laser that revolutionized refractive and corneal surgery by creating safe and more precise corneal incisions.Provided full technical service (installation, service and repair) of femtosecond laser systems for direct customers and for distributors at customer premises throughout Europe.• Provided remote and on-site technical support for Intralase customers in European markets, distributor and direct.• Provided on the job technical training and mentoring of Intralase field engineers and distributor engineers.• Supported an install base of 220 lasers over 3 years via distributors and direct service for EMEA markets.• Impacted positively on the generation of incremental revenue through service sales and sales support activities. Show less

Senior Systems Engineer for Sun Microsystems Service Partner in Ireland. Provided on-site support on Mission Critical Enterprise Server systems and their associated storage.

Summit Technology was a leading developer, manufacturer and marketer of ophthalmic laser systems and related products designed to correct common vision disorders such as nearsightedness, farsightedness and astigmatismResponsible for field service operations for the Western USA. Included the supervision of 12service engineers, servicing approximately 130 customers and their Excimer laser systems.

Responsible for preventative, corrective and emergency maintenance of DuPont ACA chemistry analyzers in hospitals, laboratories and clinics throughout California.