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 • Over 50% travel to customer plants on a monthly basis• Responsible for all P&L affecting service operations

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 installers based on regional growth; 2019 executed cost reductions related to labor expense resulting in a $300k savings; organize all technical training programs at corporate and regional locations; implemented on-line technical training program using Cornerstone For SalesForce Learning Management System

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 department procedures for all aspects of support operations; evaluate labor reimbursement requests from dealers ; Develop and maintain annual operational budgets

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 history records, preventive maintenance and operational guidelines; Develop and maintain annual operational budgets; Generate monthly metric reports regarding service level objectives, service call trends, product reliability and parts usage; Project management of new product installations and all post install support activities including upgrades; Focused on team building, personnel development and customer satisfaction

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 technical support group; developed resolution process for escalated issues to R&D that are not resolved by technical support; lead activities with reliability engineering to identify performance related issues with customer products and define a plan for field service to resolve problems proactively; developed preventive maintenance program for all customer products; developed program for client biomedical engineers for supporting acquired product; responsible for project management activities for all new product installations which includes manufacturing support, customer installation readiness,IQ/PQ/OQ during product installation and final acceptance by customer; establish metrics to track performance of the technical support group and field service activities; accountable for P&L on all customer service and maintenance contracts- total contract values exceed $2 million; establish policy and procedures to meet FDA-GMP regulations

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 manufacturing on product problems;