John Santoyo Email & Phone Number

Neuhausen Am Rheinfall, Neuhausen Am Rheinfall, CH

• Lead North America field service operations for manufacturer of aseptic beverage filling and packaging systems
• Responsible for national field service team supporting installed based of over 12 packaging plants in the US and Canada
• Plan all field service activities including installations, training, preventive maintenance, upgrades, parts delivery, and emergency service requests
• Develop service maintenance agreements and quotes for all service activities
• Manage technical escalations between field and engineering resources
• Identify value added service and parts sales to increase service profitability

Sarasota, FL, US

Oversee national technician network assigned to various product installation and service contracts; evaluate installation projects to ensure timely completion and resolve potential roadblocks; perform service audits to identify areas of strength and needed improvements; triage technical escalations to technical support and engineering; recruit new.

Sarasota, FL, US

Lead technical support operations based in Florida and Missouri; provide support to dealers and consumers on product issues; manage prompt resolutions for issues escalated to engineering; evaluate engineering change orders to determine impact on product serviceability; generate metric reports on call handling and product reliability issues; develop.

Responsible for leading a national field service organization focused on supporting an automated pill packaging system for use in nursing homes; Organization consisted of over 20 field service technicians providing 24 x7 service. Accomplishments includes: development of all policies covering installation and service processes, service documentation, device.

US

Developed customer support organization from the ground floor for a medical device startup of an automated syringe filling system for hospital pharmacies; Service operations included technical support group and a national field service team; identified and deployed a CRM system for capturing all support issues and for use as a knowledge base for the.

San Diego, CA, US

Developed a product support organization from the ground floor for a web based product used by employer groups in managing pharmacy benefit claims data; support provided on various software applications, hardware configurations and IT related issues. Support staff includes data analysts and technical support specialists;

Dublin, OH, US

Supervise Pyxis technical support help desk team providing 24x7 support on various hardware and software platforms

Supervision of a medical device service team focused on servicing the MiniMed III infusion system used in hospital patient care; developed and administered Biomedical Technical Training program for the servicing of the MiniMed III product; provided technical support to biomedical engineers, nurses and sales force; provide feedback to engineering and.