Led the Field Service, Customer Success, and Applications Organization for Materials & Structural Analysis Division covering North and South America. Primarily supporting Electron Microscopy in advancement of research in Life Science, Material Science and Semiconductors• Saless, delivery and P&L responsibility for $180M support business. Grew revenue organically at 9% CAGR over a 3-yr period, and increased GM from 55% to 66.5%, major drivers included the creation and sales of Customer… Show more Led the Field Service, Customer Success, and Applications Organization for Materials & Structural Analysis Division covering North and South America. Primarily supporting Electron Microscopy in advancement of research in Life Science, Material Science and Semiconductors• Saless, delivery and P&L responsibility for $180M support business. Grew revenue organically at 9% CAGR over a 3-yr period, and increased GM from 55% to 66.5%, major drivers included the creation and sales of Customer Success offerings - from zero to $10M in annual revenue from 2018 to 2020• Improved Customer Net Promoter Score from 66% to 87% over 3 years, aligned with significant improvement in service delivery KPIs using Lean Six Sigma process - recognized as one of the companies best by executives leadership Show less

Led the integration of SGI Services and Supply Chain into HPE Pointnext.

Responsible for cradle to grave support operations for High Performance Computing HW and SW solutions including: NPI, service supply chain call centers, technical support, training, knowledge management, analytics, service IT systems , and partner management. Led service transformation initiatives including full replacement of multiple aged service systems with and Oracle cloud based solution, an IoT implementation for fielded assets, and contracting partners for lower value transactions.•… Show more Responsible for cradle to grave support operations for High Performance Computing HW and SW solutions including: NPI, service supply chain call centers, technical support, training, knowledge management, analytics, service IT systems , and partner management. Led service transformation initiatives including full replacement of multiple aged service systems with and Oracle cloud based solution, an IoT implementation for fielded assets, and contracting partners for lower value transactions.• Significant improvement in parts planning management and tools led to a 20% reduction in inventory and a 23% reduction in supply chain expense with no impact to customer service levels.• Implemented Thingworx IoT from scratch in 6 months - connected 1000 systems in 6 months –monitored systems via streaming telemetry, diagnosed and resolved customer issues before raised.• Transformed training and support enablement using skills based LMS and virtual classrooms.• Achieved service system and process transformation, improved customer sat and operational efficiency – replaced 10-year-old CRM, knowledge base and customer portal with Oracle Cloud.• Customer success leader – Executive sponsor for key customer accounts and the SGI User group. Show less

Managed worldwide services organization, overseeing all aspects of customer support including technical support applications, field service, service supply chain, OEM and distributor channels, new product introduction (NPI), and service product marketing and sales.

Lead global service operations including staffing plan, region parts expense planning and budget, strategic goals, and reporting system. Drove service transformation initiatives to achieve SAP implementation ROI. Developed and released a global P&L in BI which can be drilled down to a system level. Significant improvement in field operations ability to manage business and makes decisions. Implemented discount measurement and management process - $20M/yr incremental revenue. Improved Service… Show more Lead global service operations including staffing plan, region parts expense planning and budget, strategic goals, and reporting system. Drove service transformation initiatives to achieve SAP implementation ROI. Developed and released a global P&L in BI which can be drilled down to a system level. Significant improvement in field operations ability to manage business and makes decisions. Implemented discount measurement and management process - $20M/yr incremental revenue. Improved Service Level Agreement delivery between contract and T&M customers; increased contract value proposition and T&M revenue while reducing inventory and logistic expenses. Enabled system functionality to offer more flexible offerings to customer Show less

Program Director – led $25M SAP Service CRM 5.0 implementation and global business transformation including contact center, BW, Resource Mgt, IB Mgt, multiple systems integrations. Business transformation includes enabling the workforce with mobile technology, moving to a direct-to tech call model, and developing tools and strategy to increase services revenue portfolio. Manage 56 FT consultants, 22 FT IT, and 40 FT/PT business resources on the project. Managed project from blueprint through… Show more Program Director – led $25M SAP Service CRM 5.0 implementation and global business transformation including contact center, BW, Resource Mgt, IB Mgt, multiple systems integrations. Business transformation includes enabling the workforce with mobile technology, moving to a direct-to tech call model, and developing tools and strategy to increase services revenue portfolio. Manage 56 FT consultants, 22 FT IT, and 40 FT/PT business resources on the project. Managed project from blueprint through realization, on time and on budget. Business lead in multi-million dollar negotiations with multiple vendors Show less

Managed 30 person globally deployed engineering and support organization for wafer inspection equipment, focused on rolling out new products and providing system expertise across the world. Responsible for $50M service business P&L – Improved business gross margin 40% through improved operational effectiveness, system design improvements, and effective product pricing

Creates service programs and pricing for capital equipment services. Forecast revenue, and develop business plans to bridge shortfalls to the finance forecasts. Provide sales support for product positioning and account analysis. Strategic planning, competitive and customer analysis.

Managed division service NPI and sustaining organizations - 15 engineers and 6 product lines. Managed the P&L for a $34 million dollar annual service business – develop actions to improve FY04 net margin 40% over FY03 total. Led effort to identify key issues and implement solutions to improve the Cost of Service of the semi equipment resulting in an annual decrease in parts and labor of 45% per tool.

Managed four NPI projects which increased market penetration 15% in the metrology space -ensured service training, logistics, and documentation in place for new product ramps. Improved the diagnostic capability of tool 30% by integrating on-line support and new diagnostics HW and SW.

Planned and executed SAR operations saving 120 lives in a 77 million square mile region - supervised six personnel in peace and combat rescue support missions. Developed international and inter-service SAR agreements and plans. Air Force SAR Officer of the Year, Company Grade Officer of the Pacific Air Force.

Deputy Director responsible for $1M research budget for incorporating polymers into rockets. Planned and performed rocket propulsion science and engineering research specializing in cryogenic hybrid rocket motors for High Energy Density Matter (HEDM) doped propellants. Co-authored two scientific journal articles on developing new modeling methods to analyze energy and fuel grain regression data from cryogenic rocket firings