Brian Leininger Email & Phone Number

Madison, WI, US

Cottage Grove, Wisconsin, United States

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.

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.

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.

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.

• 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.
• 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

Mba, Business

B.S., Biology