Directed the support experience and operations; in North America (NA). Manages support and guides to the field engineers, internal departments, and external customers (distributors). Oversees team providing support with demonstrations, applications, escalations technical product issues. Supervise and grow the part production unit. Headquarter liaison and corporate communications leader for NA. Interface regularly and effectively with external customers; creating the best possible customer experience, field engineers, partners, and all groups within the company. Manages all technical presales activities

Started the customer support department and created all processes and procedures. Hired and trained customer support team. Worked with R&D to ensure system designs were usable and serviceable. Supported beta installations and brought feedback to R&D. Reported to the CEO.

Level three support operations; provided support and guidance to the field engineers, internal departments, and external customers and distributors. The resource for the development of service tools, resolving escalated problems and communicating technical product issues between the field and corporate departments. Communicated the technical product’ issues between the field and R&D and manufacturing Departments.  Customer and product support (escalations, systems, materials, application, beta testing) Introduced new product and material beta process and related activities. Trained and mentored technical personnel (both direct and indirect) Planned and executed Beta process and launches.  Managed customer escalations and collaborate with internal departments to resolve issues. Implemented programs to increases customer success while improving cost efficiencies. Manage the personal growth to scale with business requirements, facilitate changes to meet new challenges. Set performance standards for the group and implemented appropriate metrics to monitor compliance.

Technical support operations provided support and guidance to field engineers, internal and external departments, customers and distributors. The primary resource for all the development of service tools, system problems and communicating of technical product issues between the field and corporate departments. Maintain proper staffing of live phone coverage and supply metrics reports  All VM's returned within two hours; cases are handled efficiently and closed within 10 business days;  TS call activity report • Current cases report by owner

Wide ranges of responsibilities from informal design discussions to working with field service teams to solved complex customer issues. Delivered exceptional customer’ experience for the support product line(s). Supported the product’ lifecycle; the proper operations, and maintained the assigned products. Provided the guidance’s to the field engineers, the technical specialist, the internal departments and the external customers and distributors. Creates and executes strategic service plans that are aligned with Corporate Global Service Strategy to achieve business objectives. Drives new/revised services from concept to commercialization. Acts as a focal point for new services and ideas and actively solicits input from internal and external channels to make service product recommendations.

Reported to the Vice President of Customer Support. Managed overall business operations for the Plotter product line, developed business plans and product positioning in the marketplace, coordinated existing product development and new product invention driven by market needs. A managed elite group of experts in the Customer Support Response Center and directed daily operations of an award-winning team guaranteeing an efficient, prompt, and professional response to customer issues.  Successfully introduced new capital equipment products to the marketplace. Through product inception, market presentation, technical sales support, and customer trade-in negotiation generated $8M in sales revenue for the company.  Improved MTTR Rate (mean time to repair) from 2 days to 4 hours through the implementation of the training program, and the introduction of the online diagnostic tool.  Improved MTBF (mean time between failures) from two months to six months through suggested product development coordinated with R&D which resulted in increased product reliability.  Produced 98% service contract renewal rate generating $750K in annual revenue.  Initiated and developed a pilot program designed to train the customer in self-service on equipment for simple machine failure issues significantly decreasing machine downtime, increasing customer satisfaction, and realizing cost savings of $200K annually in engineer dispatching costs.  Increased remote call closing rates from 35% to 55% by implementing remote application software programs and operational efficiency measures.  Improved customer satisfaction rates from 65% to 90% as reported by third-party firms hired to survey customers.