Developing VR technology in the operating room.

Direct the global strategic development, implementation and ongoing operations of the Clinical Applications & Customer Services Departments. Develop and continuously monitor business processes and tracking systems to ensure profitable, efficient and effective service delivery. Recruit, mentor and oversee the training and development of department managers, clinical and customer service field service personnel. Work closely with manufacturing, R&D, scientific, operations and regulatory functions to develop and deliver effective field service manuals, training programs and product issue resolution procedures. Provide product knowledge on competitor’s products, service costs, logistics and planning. Provide product ideas/solutions to competitively advance productofferings. Assist in the evaluation and implementation of new technologies, processes and workflows to support the company’s growth objectives.• Assisted with development and negotiation of luminary Sales, Service, Support proposal for Aga Khan Health Services in Pakistan;• Created and established profitable strategy (e.g., Dedicated CAS Program) and support tools to allow field service and sales team to capture high margin (20%) service contracts $1m+ contracts;• Successfully developed and implemented an effective 18-month hiring utilization & action plan to rapidly employ top-tier talent, including 20 Clinical Application Specialists, 4 Clinical Application Managers, 5 Regional Managers, an Education Trainer, a global installations manager, 4 implementation managers, a customer satisfaction manager and Demo/Evaluation Manager;• Developed ‘white glove’ installation customer process;• Developed a Learning Module System (LMS) to provide continuing education for field service personnel;• Established “Clinical Pathway to Success” to aid in adoption of disruptive technology.

Directed the strategic development, implementation and ongoing operations of the Clinical Support Business Department. Lead and coordinated sales process for Soft Tissue Navigation instruments from initial consultation through product installation and training for the US Region. Developed and managed Clinical Sales Support Specialist Program budget for US region to ensure fulfillment of budget objectives and advance volume and profitability in the Region. Monitored, coordinated and measured customer needs and feedback on Soft Tissue Navigation to promote product design improvements and formulate effective marketing strategies. Tracked, analyzed, and prepared clinical sales performance reports. Participated in market research initiatives. Maintained competitive product knowledge. Identified, recruited and hired top Clinical Sales Specialist team talent for the USRegion. Supported R&D product development initiatives. Developed and conducted monthly product training courses to educate Interventional Radiologists, Physicians and hospital staff (physician assistants, surgical assistants, registered nurses, scrub technicians, biomedical engineers, and radiology, MRI, and CT technicians). Provided technical data to sales force to advance competitive position.• Product Manager for Virtual Support iPad technology;• Achieved 100% Satisfaction of Evaluation Systems Placed;• First Clinical/Sales Representative for the U.S. Region;• Created Clinical Sales Management, Tracking and SOP Forms and Processes;• Developed Training Protocol for Clinical Field Staff;• Recruited, Supervised, Trained and Mentored Clinical Sales Team for US Region;• Designed and Implemented CRM (Customer Relationship Management) tool for Sales Force, Operations and Customer Service.

Planned, directed and coordinated the activities of 9 internal Field Support Specialists and 6 external Field Contract Specialists in the Western US and Rocky Mountain Regions. Managed Renewal and Service Support Contracts for integrated surgical navigation surgery products, including Neuro, orthopedic, ENT, and functional surgery systems. Developed and managed strategic Clinical Application Support Specialist (CASS) program budget for Region to ensure budgeted plan objectives were met to advance volume and profitability in the Region. Evaluated, recruited, retained and developed field personnel to meet existing and future plan and program expectations. Provided on-going mentoring and technical training to field personnel to ensure service delivery targets were met. Provided support to R&D Team on product development initiatives. Liaison between clinicalstaff and sales team to ensure all customer acquisition and retention opportunities were maximized. Immediately and satisfactorily resolved customer escalations to meet quality and value plan objectives.• Awarded Employee of the Quarter, May 2008;• Achieved 103% of Plan for Renewal and Support Contract for Q1, Q2 of FY 08;• Achieved 110% of Plan for Service and Support Contracts for FY 07 (10.5 million in revenue);• Medtronic Sales Advisory Council FY 05-07;• Revamped field support structure, improving site independence, quality assurance and accountability by 30%;• Raised customer satisfaction in Region by 28%, through development and implementation of technical training techniques;• Created sales management and tracking forms and processes, which were adopted as protocol by the RockyMountain Region sales team.

Managed 10-15 customer accounts with over 100 physicians in the West Coast Region, which included California, Nevada, Washington, Oregon, and Wyoming. Provided peripheral product sales and clinical support for the installation and maintenance of integrated Imagine Guided Surgery products, including Neuro, spine, orthopedic, ENT, and functional surgery systems. Forged, cultivated and maintained customer relationships to ensure pre-set quality assurance goals were met 100% of time. Repaired and maintained capital equipment at customer sites to maximum system efficiency. Responsible for new product site demonstrations to decision-makers, physicians,hospital administrators, executives, and staff. Marketing and Product Specialist for Neuro, Spine, Orthopedic, ENT and DBS.

Provided marketing and customer support for Neuro, Orthopedic, ENT, and Functional surgeons while using Computer Assisted Surgery (CAS) products. Planned and scheduled installations for CAS products throughout US. Initiated start to finish installation schedule for Radiology, Bio-Med, Nursing Staff, Surgeons, and Coordinators. Created, developed, and maintained guidelines, customer bulletins, technical manuals, SOP's, preventative maintenance and installation documentation.Marketing and Product Specialist for Microscope, Ultrasounds, Fluoroscopy C-Arm InterfacesPart of R&D Team which designed, implemented and marketed 3 generations of Image Guidance Carts Beta Software Liaison on Neuro/Spine/ENT/Functional Applications

Supervised the activities of 4 production technicians in the assembly of Image Guided Surgery equipment to ensure 100% compliance with standard operating procedures and quality control guidelines and specifications. Trained production technicians on building, testing and shipping procedures to ensure that all IGS orders satisfied site purchase orders. Developed and managed Production Unit Budget.Assembled Image Guided Surgery equipment according to Standard Operating Procedures. Achieved 100% satisfaction on all IGS orders in FY 98 and FY 99