Jatin (Jt) Thakkar Email & Phone Number

Rochester, Ny, Us

• Plan, develop and implement the business strategy across all Carestream Services and Solutions• Oversee the Services P&L globally across all lines of business• Develop and implement strategic growth initiatives leveraging AI and Software as key differentiator• Provide executive leadership and management for commercialization (customer and product requirements) and go to market strategy for value-add services including software updates, upgrades, training, and consulting services• Develop novel cross-sell, upsell capabilities and strategies across install base• Lead and drive new Software as a Service (SaaS) strategy and operating model as growth initiative

Rochester, Ny, Us

• Led the global service support teams in driving an extraordinary customer experience and operational efficiency across the service organization• Led the largest ever business transformation for Carestream Global services, moving from disparate regional legacy service processes to a harmonized global cloud based end to end service management solution• Drove the global implementation of SAP Cloud for Customer across the $250M Carestream Service business and also led the biggest Go-to-Market and business model transition for services• Led the product service engineering and global training teams in driving continuous improvement in product performance and the product training roadmap• Drove the regulatory, compliance and quality processes for complaints and service of medical devices

Rochester, Ny, Us

• Direct strategy, organizational design and global initiatives for the 1500 strong global customer care organization• Responsible for end to end global business processes and key performance indicators as well as driving strategic road map and programs to significantly improve service delivery and profit margins• Drive productivity across the commercialization and service functions to ensure delivery of target business model• Lead service technology, innovation platforms and global training and operational support teams • Drive best in class customer experience program and lead strategic projects across customer satisfaction drivers • Management of quality systems and regulatory compliance functions for the organization

Rochester, Ny, Us

• Lead a cross-business steering team to deliver the future state vision of Customer Care to “create an outstanding customer experience to grow profitability”• Responsible for developing customer care into a source of market differentiation across all businesses• Development and execution of a global road map of initiatives that transform the entire customer care operation including process harmonization, organization design and system strategy• Drive strong linkages between Customer Care Competency, the enabling functional initiatives and its impact on customer experiences

Norwalk, Connecticut, Us

• Lead the design and delivery of a global Knowledge Centered strategy and framework to integrate knowledge at the core of the Next Generation Technical Support for Customer Service delivery• Delivery of a global roadmap for transforming the end to end customer support call flows and processes globally to integrate knowledge capture and utilization into all Customer Service Delivery roles • Drive the process and system changes around Knowledge Management for remote and field service• Responsible for authoring and management of knowledge and support content across all our products

Norwalk, Connecticut, Us

• Development and implementation of advanced analytical capabilities for proactive service• Development of a Global analytics platform and solutions that links device, customer and other strategic data sources to knowledge bases and algorithms• Drive the integration of analytics into operational business processes to direct actions in real time and near real time to reduce service cost and improve customer uptime

Norwalk, Connecticut, Us

• Led a multi generation strategic program to enable the Next-Generation CRM platform for Xerox Services consisting of 6500 service and support engineers across North America• Enabled the retirement of 30 year old legacy systems and replaced it with a real time Oracle Siebel based CRM solution coupled with automated scheduling by Click Software and a full featured mobile solution–dramatically improving field productivity and reducing ongoing costs• Drove end to end business process transformation and delivery of the new system to enable Xerox to be leader in field service delivery– Release 1 resulted in $4.0M year over year productivity benefits for Xerox• Responsible for gaining alignment and buy-in of the program business case of $4M YOY annual system investment spend and business deployment costs• Developed the Technical Services system strategy for enabling external service partners resulting in cost productivity and reduction of about 150 direct service engineers

Norwalk, Connecticut, Us

• Led a strategic process transformation project for the Customer Support Centers in Canada resulting in labor productivity savings of over $1.2M per year.• Implement an enhanced BI solution to calculate service cost variability across customer segments; led targeted solutions for the bottom two customer segments yielding $600K in bottom line cost benefits• Enabled new processes and systems for our team of 100 Service Scheduling Specialists which resulted in 30% cost savings to the operation

Norwalk, Connecticut, Us

• Drove Services BI and Reporting modernization; implementing new processes and systems for field service workload and resource planning resulting in increased accuracy of workforce planning • Designed new operational KPIs and metrics to more effectively measure product and service reliability and productivity of service engineers• Developed and implemented new reporting strategy which retired several legacy reporting systems; replacing it with IBI Webfocus solution and enabled cost savings of over 0.5M in the first year

Norwalk, Connecticut, Us

• Managed the system development and production support teams for Xerox Global Account projects consisting of a 3 tiered web based architecture solution utilizing Websphere, Java and Oracle• Enabled new processes and technology solutions for managing the Global Accounts – the top 150 strategic Xerox customers • Led a cross functional team consisting of business requirements, test and system professionals to design, architecture and implement the solution under cost and before plan

Master Of Business Administration (Mba)

Ms, Information Technology

Bs, Engineering - Ee