Work closely with internal service teams to ensure appropriate level of support is provided to the field; ensure training and documentation are effective and efficient. Work closely with Quality on documentation, product experience reports, and specific account investigations; ensure key metrics are achieved. Forecast spare parts, manage par levels and ensure the team has the ability to achieve key performance metrics on customer response time

Mentoring and developing the clinical, sales and marketing skills of new hires in the field. Works with the entire commercial organization to ensure the highest level of customer satisfaction. Builds tailored robotic clinical plans for each account to drive utilization with direct reports and Product Managers. Manages relationship with key hospitals and surgeons. Support the Capital Sales and Marketing team during promotional and educational events. CEO Award winner for 2019.

Collaborate with Technical Service and Engineering teams to define and implement corrective action plans for escalated customer sites. Proactively engage with other team members to ensure they are aware of status of all issues at all times for their designated customersEffectively communicate and partner with teammates and colleaguesMaintain regular, frequent communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction.Partner with the customer and recommend value-added services that will help the customer run their business more efficientlyRepresent Technical Service as liaison with product managers & product development teamsComplete implementation of integration products at customer locations

Develops field service procedures and processes to ensure all service activities are performed consistently and successfully. Reviews performance reports and documentation from field representatives to determine nature and scope of problem. Works with multiple teams globally to resolve instrument issues. Identify and communicate to the company areas for service improvement.Coordinates problem resolution with engineering, customer service, and other personnel.Ensure customer needs and expectations are met and exceeded.

Serve as the Mazor Robotics technological leader; coach and offer real time support to the CSR team. Manage over 53 US accounts and 59 guidance systems, and 7 training systems with regard to service needs. Including providing capital installations, preventive maintenance, service, and software upgrades.Validate software and mechanical components of all systems prior to customer delivery; investigate and solve customer problems; provide preventive maintenance of all US systems.Manage US inventory of service parts, surgical accessories, and new systems. Analyze service data, via ERP, to track performance trends and possible widespread issues.

A provider of transformational medical technologies and services that shape new age patient care.Manage a site testing the functionality of equipment accuracy, sensitivity, and selectivity per OEM specifications; assist department directors in assessing future repair costs versus the purchasing of new equipment. Promoted after six months to independently manage a hospital location as Site Lead; earned an additional promotion after 2 years to Shop Lead, supervising five associates.Mentor new hires and coordinate service team customer service performance, receiving customer service scores rated by an outside firm of 75%; regularly scored seven out of seven in quarterly partnership reviews, grading overall satisfaction with performance. Reduced equipment repair time to less than eight days, two days under the required limit; strengthened prep time activities and organization prior to machine testing due dates; consistently met or exceeded requirements in preventative maintenance compliance goals, attaining 97% accuracy. Improved workflow and productivity with active participation in process improvement; placed frequently used items in on-hand inventory and arranged parts in easier to access locations.

Honorable Discharge. Completed Hospital Corps School training in anatomy & physiology, patient care, emergency, and response. Appointed to Shift Corpsman on 2nd shift over 20 professionals; led roll call, daily plans, and inspections. Decorations include: National Defense Medal, for service during the Persian Gulf War.