John Zizza Email & Phone Number

Boston, Massachusetts, United States

• Manage Merck New England field service resources• Mentor and train staff• Accountable for on-boarding, work hour documentation, expense reports, etc.• Interpret SOW and associated agreements• Compile monthly reports per the KPI/SLA requirements• Review staffing optimization and business expansion opportunities

Merck Boston

Onsite Customer Support Engineer supporting Merck Boston, Cambridge , and Lexington labs. Repair of various Multivendor HPLC, Centrifuges, Water Purification Systems, Rotovaps, and other Life Science Instrumentation.

Boston Ma.

• Technical Liaison for primary customer accounts• Implementation of Saleslogix CRM • Report and assess service issues and propose sustaining engineering projects• Improve productivity and reliability by highlighting deficiencies and recommending change in processes, reporting and training• Create and edit Service, User and Installation manuals.• Contributed to successful Internal ISO 9001 certification.

• Coordinate and implemented new product launches.• Initiated productizing of Customer Training and Upgrades in India.• Manage and implement email campaigns to promote the Customer Training and Upgrade businesses.• Implemented process to assess potential future upgrades. • Implemented cross pollination of After Market businesses into Global Customer Training business.

• Coordinate and manage customer training business.• Supervise administrative staff and training Consultants.• Work with Marketing and Sales to promote and position the customer training to increase profit margin.• Work with Sales and Business leaders to help grow Customer Training business.

• Determined field service training needs at various MV sites• Defined & developed training plan and coordinated with Service Training.• Worked with key individuals throughout the organization to develop timely assessment and timing of training for multi vendor training needs.• Managed platform strategy and site specific plans over the life of the contract.• Negotiated business partnerships with third parties.• Developed and maintained accurate global MV inventory records which reflected actual training instrumentation.• Successfully implemented new training and business partnerships to increase MV business profits.

• Provide expert product support to Sales and Field Service for the Micro array Scanners, Protein Array Workstation and Liquid Handling Spotters. • Develop, produce and deliver technical training courses for field service and end users. • Act as liaison between engineering, manufacturing, and field service to help re-design optics for ScanArray. Including management of alpha and beta site testing programs.