Member of the Board of Directors, reporting to the Colombian General Director and the Director of Global Support. Responsible for defining the customer service strategy and its implementation roadmap to standardize solutions, processes, and end-to-end service tools across all Werfen partners and customers, while establishing efficiency, cost reduction and customer satisfaction initiatives, aligning the service with the factory and corporate strategy. Supervision of 14 people.• Unification of engineering, scientific advice, and IT technical processes to deliver integral solutions to customers, reducing failure solution times by 35% and increasing the productivity of installed platforms by 12%, compared to the previous year.• Restructuring and modeling of the technical support process connected to the business model, generating an operational decrease of 25% of the installation time of new projects in clients.• Subsidiary in Latin America with the best service indicators (2021), leading to an increase in operational effectiveness of the department of 12% compared to the previous year.• Reduction of budget execution by 8% compared to the previous year (2019) through the implementation of lean methodology in the department's processes and cloud computing to healthcare IT technical services and products.• In the 2021 General Customer Satisfaction Survey the scientific advisory process obtained the best rating of all the departments front to the client, with a value of 93% of the fulfillment of expectations.

Responsible for leading and controlling the entire process of the Technical Support Department, planning and executing an annual budget greater than COP$ 11MM. In charge of 14 technical directors and indirectly 133 employees that compose the department.• Design and implementation of change management, oriented to the decentralization of the operation, generating a coverage of 100% of the Colombian territory, reducing the operating cost of the service by 13% compared to the previous model.• Expansion of technical directions covering the whole country with 4 integral directions. Reducing the downtime of the installed platforms by +14%.• OPEX optimization in 7% through process improvement 2018 budget planning with an execution of 98% of the strategies and plans proposed.

Director del departamento de Soporte Técnico, a cargo de los ingenieros especialistas de línea; responsable del programa de formación y actualización técnica, optimizar los niveles de stock de repuestos y garantizar la disponibilidad de la documentación relacionada con la prestación del servicio.

Coordinador de ingeniería del departamento de Servicio Técnico, encargado de la gestión de las actividades de ingenieros y demás personal a cargo, para lograr el cumplimiento de los requerimientos y necesidades de los clientes internos y externos, garantizando su satisfacción con el servicio

Ingeniero responsable de la comunicación directa con casa matriz en pro de la gestión de requerimientos escalados por los ingenieros en zona, así como en la importación de repuestos y partes con el fin de mantener un nivel de inventarios óptimo para la operación del departamento teniendo en cuenta la rentabilidad de la línea. Gestionar el conocimiento e información técnica de las líneas a cargo entre todos los ingenieros del departamento.