Responsible for the global leadership of services with responsibilities for the creation of global repair strategy, procedures, and execution of warranty. Drive continuous improvement and establish rhythms for efficiency and accountability across all areas of service, repair, and customer quality.

Architected and built an organization of subject matter experts dedicated to: Providing support and training to all global repair centers, performing initial FA on devices pertaining to customer care cases, Performing technical review and documentation review of products for corporate NPI process.Improved corporate systems and tools for repair centers & financial reporting: Championed an 18month project to drive enhancements to SAP system enabling ability to scrap materials and properly disposition assets, track and record actual technician time to repairs, analyze average repair costs enabling the creation of refurbished parts (and the cash/cost advantages that come with them) and numerous other transactional and operational efficiency improvement for technicians and reporting capabilities. Managed customer escalations including delivery failure analysis reports to key customers Collaborate with materials planning to identify inventory improvement projects including 40% reduction in service inventory, EOL/LTB planning, and refurbished SKU launch. Monthly/Quarterly presenting of KPIs and operational initiatives to executive team. Presented leadership with strategic plans during yearly planning ultimately leading to improvements to repair systems and tools.

Volunteered to work as a core team member in the transition project to establish net-new capability for company by insourcing repair operations from 3rd party to existing manufacturing facility. Promoted to supervisor of department during transition phase. Defined positions recruited and led a team of quality and repair technicians performing 15k repairs annually.Lead the implementation of SAP for repair depot, defining and developing workflows for multiple warranty types. Became company SME for repair SAP processes and documented all business processes related to SAP for repair. Established baseline KPI’s and methods to measure using existing systems and tools (SAP).Lead continuous improvement projects within repair depot to achieve SLA targets of on time delivery, throughput, and quality. Establish 5S program for depot in turn promoting 5s throughout facility. Ensure ISO 9001/14001 compliance for services organization.

Systems engineer for ground up and customized products focused on electrical portion of touchscreen displays and AiO’s. Company was acquired by private equity firm and shortly thereafter, promoted to level II position with increase technical responsibilities and project scope. Work closely with product management, mechanical engineers, and customers to define, document, and verify product requirements.Analysis of circuits and new designs to meet product requirements of efficiency and performance. Create technical documentation including product design specifications, manufacturing instructions and test procedures.

Build, test and provide design engineers with analysis of prototype and new production product samples. Create manufacturing instructions and train assembly team at operations facility.Work cross-functionally with quality, operations, and product management to ensure products were built according to specifications while maintaining a high level of quality and efficiency.Travel to customer sites to perform quality reworks of varying complexity, both individually and leading groups of local contractors quickly and with high quality results.

Troubleshooting and repair of customer returned CRT, LCD touchscreens and all in one PC’s. Function as team lead for technicians during projects and overtime shifts.