John Senter Email & Phone Number

Sunnyvale, CA

Palo Alto, CA

• Designed & implemented comprehensive service delivery quality metrics and dashboards to support identification of monthly service waste in America’s Consumer and Commercial PC warranty and services delivery business
• Led service delivery quality program for North America to insure improvement projects defined and executed for most significant impact to warranty cost savings
• Successfully led data analysis workstream for Brazil service intervention reduction program utilizing Lean Six Sigma approach
• Mentored team project leads in DMAIC, LSS, 4DX approaches as well as executive project communications
• Led and provided service waste data analytics to team members to highlight insights and identify strategic focus, areas of improvement and trigger roots cause analysis.
• Applied extensive knowledge of end-to-end service delivery processes and business acumen in guiding America’s service quality team in project identification, prioritization and execution.

Cupertino, CA

• Identified product quality issues through NPI support audits and service data analysis for NA Commercial and Consumer PCs, Monitors & TV products.
• Led service quality escalations and plans, ensuring issue containment and corrective actions with product design, supply chain, and support organizations, enabling support cost reduction and customer satisfaction.
• Ensured effective contact center troubleshooting tools, technical knowledge and content, processes and business support policies in place to support warranty cost reduction and customer satisfaction
• Quality Engineer for outsourced notebook repair partner, insured diagnostic & testing accuracy, quality solution deployment and adherence in repair line through weekly audits and technical support
• Developed and lead face-to-face product support & service training to contact centers and repair vendors to insure effective diagnostics and test plans to effectively verify product function and failures
• Support materials subject matter expert in definition and deployment for product NPIs, enabling all repair functions and insuring effectiveness of support operation capabilities and strategies

Cupertino, CA

• Designed and introduced product service and support processes for Notebook PC and TV product NPIs, ensuring effectiveness of service delivery in support operations and effective product quality feedback and improvement.
• Successfully launched service and support plans globally and regionally by collaborating with cross function design, marketing, supply chain, and services business teams, meeting warranty cost and product time to.
• Influenced design changes to multiple platforms to minimize support costs, improve service productivity and customer satisfaction by advocating a “Voice of Support” and “Voice of Customer” to design teams
• Developed and delivered content for service training videos and service documentation
• Demonstrated leadership in defining improved NPI communication processes with both internal organizations and outsourced design partners in Taiwan to improve support readiness time to market
• Innovative and effective service parts identification and setups while managing different priorities among product manufacturing, field service and repair vendors