Transform the in-house and third party field service organization into a scalable, enterprise-ready team delivering outstanding customer field service technical support. Duties include using data to recommend strategies for optimal coverage; coaching and mentoring a diverse team of remote on-staff and third-party service leaders; and developing and deploying processes and business systems to drive efficiency.The successful candidate will work with senior leadership to create a strategic plan that will creatively and effectively address the need to deliver industry-leading field service operations; he or she will then manage the team responsible for executing that plan. This is a supervisory position.

Enhancing the Customer's Experience*Established new service team capabilities to elevate service offerings and enhance customer experiences, including the creation of a Field Clinical Engineering team resulting in a 15% decrease in complaint rates and 20% increase in product utilization*Identified and integrated an Artificial Intelligence (AI) solution into the CRM system by 2024*Spearheaded customer success initiatives, assessing quantitative (NPS, consumables utilization, complaint rates) and qualitative (quarterly business reviews, account manager engagement) metrics*Enhanced Net Promoter Score from 0 to 50 in 2023H2 and 2024H1Improvements to Drive Financial Health *Optimized business processes and systems by reducing Technical Support Engineer call support time by 30% through ERP and CRM systems integration*Achieved a 40% reduction in Field Service operational costs by optimizing field service territories and minimizing travel and overtime expenses*Improved overall cost-to-service and service profitability margins by more than 50%*Maximized operational performance and customer service journey by refining Key Performance Indicators (KPIs), decreasing Mean Time to Respond and Mean Time To Repair by 15%, and boosting First Time Fix rates over 90%*Responsible for joint management of departmental P&L of $25MTeam Care and Inclusion*Developed a customer-focused team of 50 engineers and leaders by implementing career ladders, pathways, and succession planning resulting in over 20% of team members promoted to leadership roles*Consistently ranked in the top 10% of J&J leaders in team satisfaction through a strong focus on team morale, inclusion, and communication.

Enhancing the Customer's Experience*Enhanced customer satisfaction through customer feedback programs and direct engagement with customers, driving improvements in overall customer experience*Fostered cross-functional communication and team leadership by maintaining ongoing collaboration with Sales, Marketing, Commercial Operations, Training, Quality, IT, R&D, Manufacturing, and Supply Chain teams to drive customer-centric improvements.Business Operations and Improvements*Oversaw field service and technical support call center teams, managing all aspects of pre- and post-sales support activities, service delivery, cost management, support issue escalations, and technical support business strategy for robotics products*Directed and supported service personnel and leaders in resolving equipment installation issues, repair problems, remote support, and escalations within the Field Service and Technical Support call center teams*Implemented automated, digital, and business processes to streamline pre/post-sales support for *Monarch customers, resulting in reduced ticket closure times and improved compliance with documentation standardsTeam Care and Development*Recruited and developed top talent, leading to a threefold increase in team size within 18 months and ensuring proper resourcing of staff to meet business requirements for healthy growth

Service as a Profitable Business*Built, from the ground up, service operations from a cost center with a -80% margin to a profit center with a +30% margin, while significantly enhancing overall customer satisfaction*Directed strategic support operations in field and depot service models across multiple regions, ensuring timely and professional support through various delivery channelsEnabling Commercial Success*Drove annual revenue growth of the instrument service business by collaborating with regional, national, and international sales, marketing, and service teams through launch of post-sales professional services and tiered service offerings*Developed, implemented, and optimized policies for service contract structure, delivery, pricing, and governance*Served as a service liaison for new product launch activitiesService Business Operations*Spearheaded and managed global instrument service business, overseeing pre- and post-sales support operations, service delivery, strategic service marketing, cost management, and contract administration*Implemented CRM and ERP systems in technical customer support activities, including transitioning from Pivotal CRM to Microsoft Dynamics and integrating CRM with ERP (SAP)*Established and analyzed key performance indicators (KPIs) for support operations, revenue generation, and cost management*Conducted regular reviews of product performance and quality issues through CAPA processes to enhance customer experience and reduce complaint rates*Led training programs to standardize service delivery across global markets, resulting in improved performance and decreased service times*Managed operational costs and COGs related to service delivery by guiding global service managers, optimizing spare parts supply chain, and overseeing warranty program management

Coordinated all activities in the instrument service and applications support business within the northeast United States and eastern CanadaManaged key accounts and critical customers to ensure delivery of service and applications products through interactions with external customers, sales representatives and managers, and Instrument Service Specialists (ISS)Provided field support by performing installations and service visits as requiredAdditional duties included Project Leader for development of Global ISS Training Program.Notable Accomplishments while at QIAGEN:Built strong relationships with strategically important accountRegularly interacted with sales, marketing and financial groups to ensure technical compatibility with customer requirements and Sarbanes-Oxley compliance of installationsEnsured district engineers regularly met or exceeded operation performance metricsNotable Accomplishments while at QIAGEN:• Built strong relationships with strategically important accounts• Regularly interacted with sales, marketing and financial groups to ensure technical compatibility with customer requirements and Sarbanes-Oxley compliance of installations• Ensured district engineers and specialists regularly met or exceeded operational performance metrics