Bradley Devine Email & Phone Number

United States

Boulder, Colorado, Us

Responsible for growing the Service business, improving profitability, and increasing customer satisfaction, directing and leading after-sales service and support for the installed base of Particle Measuring Systems’ instruments through on-site at customer locations, our service center, customer service, service operations and facility monitoring installation projects for the Semiconductor Fabrication and Life Sciences industries. Directly responsible for Lean and Strategic Initiatives which involve Global Service improvements.Worldwide responsibility for ensuring consistent practices are in place, supported by effective global training on calibration and repair methods. Dotted line relationship with all Regional and Country Service Managers with key leadership responsibility for building a worldwide service culture of teamwork, collaboration and an excellent customer service experience. Work collaboratively with the Sales organization to drive new product sales which drives growth in the Service business.Business process owner for leading the analysis, design, development, implementation and training delivery planning for a global Service Management tool based on Salesforce Service Cloud. Joint business process owner for the development of a global Customer Experience Portal which will integrate with Service Cloud and the corporate ERP system.

S3 Provides service delivery, business operations, management, leadership, recruiting, candidate talent qualification analysis, team dynamics, training curriculum and training delivery development consultation services for Medical, Life Sciences, Pharma, Biotechnology equipment and New Emerging Technologies.

Pleasanton, California, Us

Senior Leadership position, responsible for the global development of the 10X Genomics Instrument Service Organization within the Global Support Team. Directed Field Service Support, Implementation of a Field Service Management Software Tool (SFDC/SM Asset 360), Service Parts, and Global Service Training. Collaboration and coordination with R&D, Engineering, Manufacturing, Technical Service, Sales and Marketing to ensure the efficient serviceability and reliability of new highly complex automated laboratory instruments used in life science research and academic environments.• Develop strategic plans for the management and operational support structure of a global field service organization.• Ensure the successful execution of strategic field service plans to meet corporate business objectives.• Review and/or renegotiate service support agreements with critical service support vendors to provide efficient and cost-effective service coordination.• Collaborate with Sales, Marketing, Field Applications, Quality, Supply-Chain and other key stakeholders to ensure all critical requirements are addressed.

Fort Worth, Texas, Us

Direct Field Service, Service Training development, Customer Experience and Installation/Implementation Management functions for robotic pharmacy IV compounding devices in North America. Responsible for the strategic and tactical operations of IV Solutions Service and Operations, Customer Success and IV Compounding as a Service. Revenue Responsibility - $10M+. Team size of 40 to 85+.• Collaborated with Finance to develop and manage Service P&Ls in North America.• Implemented service contract renewal initiatives to improve Net Operating Income Margins.• Directed the Implementation Management Team to ensure the achievement of Customer ROIs.• Delivered consistent quarterly Net Operating Income improvements over 7 consecutive quarters.• Improved year over year Net Promoter Score for IV solutions from NPS18 (2019) to NPS34 (2020)

Wilmington, Massachusetts, Us

Directed multiple P&Ls for the Americas and European service business operations, supporting In Vitro Diagnostic Testing devices. Directed 5 service managers, 1 service contract sales manager and 1 supervisor with a team size of 35 to 40. Led implementation of ServiceMax with Salesforce and Customer Community Portal. Directed and grew Service Contract Sales resulting with Revenue Responsibility of $6M+. Developed Service Contract pricing strategies which delivered revenue and margin improvements.

Amsterdam, Noord-Holland, Nl

Directed remote technical service operations in of field service and Installations related to interventional and diagnostic medical imaging equipment, clinical service support and escalation processes. Led continuous process improvement projects for new and existing products. Managed FSE service training, mentorship and professional development. Directed Remote Technical and Clinical Service for Cardiovascular and Diagnostic Imaging Support for the Americas. Led Six Sigma project to reduce delays in upgrade installation completion by 50%. Business Process Project Manager for selection and implementation of new CaaS telephony technology.

Austin, Texas, Us

Developed Start-up Field Service and Support Operations. Directed and Managed Lithotripsy Clinical Operations as a Service to Hospital and Ambulatory Care Centers. Managed vendor Service Level Support Agreements, Parts and Supply Contracts. Directed Operations for Field Service, Depot Level Service, Part Logistics, Fleet Management, Clinical Service Provider, Product Sales, Product Development, QMS and R&D. Directed a multi-function team of 50+. Combined Equipment Service and Clinical Service Revenue Responsibility of $35M+. Directed the introduction and service readiness of FDA Class II and Class III medical equipment. Direct reports covered U.S. Field Service, Depot Level Service, Equipment inventory and Parts Supply Logistics, Customer Service and Product Development/R&D. Designed and implemented Field Service training certification & development.

Master Of Business Administration - Mba, Project Management Concentration

Bachelor Of Science - Bs, Technical Management

Biomedical Technology/Technician