John Spero Email & Phone Number

Piscataway Township, Nj, Us

United States

Greater New York City Area

In my role as a Customer Care Leader, I had the opportunity to manage all customer escalated instrumentation issues and gather the required resources to ensure a successful closure for each issue. This required assembling teams across sales / marketing, technical, manufacturing and logistic divisions. Quality Complaint entries and follow up.I am proud of these accomplishments:Acknowledged customer escalated issues and gathered details, assembling teams to address issues.Maintained regular contact with customer and technical owners of issue, ensuring the issue was still a priority which gave customers confidence in commitment to a resolution.Documented every update in our Service Support database until case closure so all team members would have access to the case progress.Increased customer satisfaction by closing 85% of escalated cases within 20 network days.

Piscataway, Nj

As a Service Support Specialist, I provided technical assistance on Proteomics systems, Spectrophotometers, Micro plate readers and washers, InCell Analyzers, Bioarchive Systems, and Filtration systems to field and in house personnel, customers, and manufacturing.Here are some accomplishments I am proud of:Provided service input to product launches which ensured timely release of the product.Conducted field service visits for emergency repairs and installations which were instrumental in limiting down time for the customer.Complaint entry and follow up which helped identify potential quality issues, including improperly packaged instruments damaged in shipping and components which failed before life expectancy.Performed inventory control and pricing which resulted in a 20% reduction in field engineer inventory.Maintained high levels of customer satisfaction by reviewing service reports and providing feedback to field engineers, achieving a 70% positive Net Promoter Score (NPS).