Overseeing the technical services division supporting North and South America operations, I implemented strategies to ensure effective infrastructure development, managed policies and procedures to promote regulatory compliance, upheld service standards and quality management controls, and liaised with cross-functional teams across domestic/international locations. Highlights of my contributions include:• Driving a 40% increase in service revenues over four years through the development of a stable equipment base, cutting cost per instrument metrics by 25% over the same time frame.• Heading the successful expansion of technical services field operations to the Canada market, playing a key role in building out organizational structures and securing talent resources.• Directing an effort to modernize service operations across the Latin American division, acting on opportunities to update systems, processes, and standards.• Guiding a project to research, source, select, and implement an ERP system, ensuring a seamless rollout across each global region.• Championing lean initiatives to foster a continuous improvement stance in spare parts and returns management.• Adeptly managing periods of significant and rapid change due to multiple mergers and acquisitions, providing steadfast leadership to minimize internal disruption and sustain a positive morale.

Delivering strategic oversight of the technical services group providing high-caliber multiple medical instrumentation service, training, documentation, and support, I ensured the fulfillment of service level agreements while prioritizing customer needs and coordinating on-site and remote delivery. I also influenced the development of service documents for use by global field teams, maintained internal/external resources inclusive of training and service manuals, and serving a as subject matter expert while advising on strategies for issue resolution.Highlights of my contributions include:• Being hand selected to engage in new product development processes, consulting on the development of service requirements.• Leading an effort to review and refine service practices and training standards for key products, driving a reduction in annual service costs from $7.6K to $4.2K.• Engaging in a reliability improvement project, collaborating with cross-functional teams to optimize components in the interest of reducing instrument service costs.• Directing regional training activities to build knowledgeable, capable teams across domestic and international sites, including Korea, China, Singapore, Turkey, and Brazil.• Managing a process to deploy an SAP platform to improve the performance of global field services teams.