Frank Lio Email & Phone Number

Manage product support for prime business team including global pricing, price lists, competitive analysis, working closely with operations, sales, marketing, service, and finance to ensure customer satisfaction and that the product portfolio supports the company's overall strategy and goals. Launched Product Life Cycle campaigns in USA, Europe, and Asia. Cross functional team member for concurrent product support of existing products, product line simplification and quality review. - Prime sales and applications support liaison for European sales teams - Created customer facing Product Life Cycle Letters for entire Instron test frame line- Provided web content and structure for Product Life Cycle section of Instron.com - Coach and mentor global team of applications engineers in China, Japan, India, and Brazil - Mentor product managers in product pricing, release process and product transitions.

Manage product support for prime $160 million business team including global pricing, price lists, competitive analysis, working closely with operations, sales, marketing, service, and finance to ensure customer satisfaction and that the product portfolio supports the company's overall strategy and goals. Manage support and changes for existing products. Lead in new "Emerging Markets" initiative, developing new products, collateral for new business segment. Cross functional team member for developing new products and concurrent product support of existing products, product line simplification and quality review. Also serve as product support manager for existing current products and retrofits business.Accomplishments:• Lead in developing new mid-tier market and organization in China and Brazil, including sales and product training of new local teams.• Led fast-track release of completely separate new line of test instruments for China and Brazil, and launch in record time of less than 6 months each.• Business Team lead in defining and creating automated configuration tools and customer proposals in corporate multi-million Enterprise project.• Mentor product managers in product pricing, release process and product transitions.• Developed intranet sales tools organizing competitive intelligence and strategies. Created “Uber-sheets” - cheat sheets with pro/con/counterpoints per customer profiles for Sales reference when encountering a competitor.• Created first Product Life Cycles, Migration Paths Definitions and customer campaign for all mature and existing products.• Manage Business Team Support function for China & Brazil - $30+ million revenue growth group.• Led international opportunity evaluation project to research and address customer needs; championing innovation initiative.

Support management with P&L responsibility for primary $150 million business unit, including product, sales, and customer support in the Americas & Asia. Manage & mentor sales support team of 5 application & support engineers in Americas and Asia. Manage support functions including worldwide price lists, discounts, order configuration reviews, competition intelligence & analysis, custom product requests, and training. Also served as product manager for retrofits business ($2+ million annually).Accomplishments:• Re-organized sales support group for faster & better response - 2009 worldwide survey resulted in 94% "highly satisfied" rating• Created internal newsletter communicating business team product and support issues & events - emulated by other Instron business teams.

Product management with P&L responsibility for all electromechanical software and controller retrofit products, including product, sales, and customer support worldwide (core products of $100+ million business unit). Define worldwide product specifications, competitive strategies, advertising, and support functions for existing and new products. Also serve as Sales Support Team Leader for entire electromechanical business unit.Accomplishments:• Directed final development of and created launch plans for Instron's Bluehill software - a $5 million development project and most important product launch in 20 years. First year sales exceeded plan by over 100% and regained 2 corporate accounts.• Extensive travel in North America, Asia and Europe for customer sales and training of field staff, agents and customers. Recognized as most effective sales presenter at 2004 European Sales Meeting. • Created new sales training tools including interactive CDs and Internet seminars to present products to field staff and customers.

Defined and directed worldwide business, marketing, sales, and service with P&L responsibility for $2.5 million impact instruments division. Managed quarterly sales and shipments worldwide. Led product, engineering, and manufacturing team of 10.Accomplishments:• Received special recognition award for successfully assuming management and reviving ailing business unit in first 6 months.• Rationalized product lines, reorganized personnel, and created one business unit from three acquired companies, improving field and customer support while reducing operating costs by 30%. Group achieved record backlog in 2000 and record sales in 2003. • Directed corporate concurrent engineering team in design, development, and manufacture of new generation of impact testing instruments and software from beginning with $1.3 million budget and ending with worldwide launches in 2001.• Developed new processes to improve product quality and customer satisfaction including site preparation guides, check lists, and audits. Business unit jumped from lowest to highest quality ranking in 2003 with processes being adopted by other units.• Worked directly with European, Asian, and Latin American country managers and agents to revive overseas business. Year 2000 unit sales increased over 150% in Japan, Singapore, and Europe.

Directed and managed Instron's entry into aftermarket retrofit business with new and existing hardware and software products while retaining management responsibility for major group of software products (total responsibility of $5 million annual sales). Defined and directed business, marketing, and sales strategy for aftermarket products and used equipment businesses. Managed all related sales and service support in North American, Latin American and Asian operations. Also responsible for supporting China operations.Accomplishments:• Received special award and recognition for producing 1995 sales of 109% above plan. • Directed corporate concurrent engineering team in design, development, and manufacture of new retrofit products for market.• Team developed products for market in 50% less time than previous standard process. • Created pro-active customer follow-up program to survey and ensure customer satisfaction. Data was used to model the customer buying requirements and make modifications to marketing plansDeveloped, managed, and presented at "Instron Technology Briefings" - customer seminars to promote and sell products and services. Program drew over 1,000 attendees in 15+ U.S. cities annually.• Created and manage the corporate intranet site for the electromechanical business team. Created online bulletin boards to track competition, list used equipment for sale, product information, etc.

Managed product marketing operations including strategic marketing and product planning for all software and related computer products. Defined worldwide product specifications, competitive strategies, advertising, and support functions. Responsible for all related sales and service support in North American, Latin American and Asia/Pacific operations. Coordinated action and strategy at critical sales and service accounts.Accomplishments:• Created and implemented the national "Instron Seminar Series" as cost-effective vehicle to reach large groups of customers (over 700 people in 1993). This innovation significantly increased product and corporate visibility and increased national sales by 15% in 1993.• Worked on worldwide task force to develop next-generation digital and software products for Instron.• Led international sales and service team (35 people) that evaluated and released the 4400 and 5500 Series of test systems, Instron's biggest worldwide product rollout in 10 years.

Executive Certificate, Strategy And Innovation

Business Strategy, Technology and Product Strategy, Lead User Innovation

Executive Certificate, Leadership And Management

Business Dynamics, Strategic Marketing, Leadership Strategy

B.S., Mechanical Engineering

Education record