Vice President, Global Customer Solutions
San Diego, Ca, Us
• Responsible for over 400 employees in 47 countries supporting cutting-edge genetic analysis instrumentation, software and reagents for an install base of thousands growing 50% annually; operating expense budget of $60M• Manage 10 Directors: Global Services Business Director, Global Technical Support, Global Product Support & New Product Introductions, Global Customer Service, Regional Service & Applications (AMR, APAC, EMEA), Commercial Training, Commercial Business Systems• Responsible for P&L, Marketing, Portfolio Management of a $100M service contract & professional services business with gross margins above 65% growing at over 20% annually • Implemented systematic measures of transactional effectiveness, customer loyalty, NPS, and competitive relationship scores• Developed e-service strategy & sponsored key projects including e-commerce system and online customer portal• Executive leader of Quality Assurance (2002-2005), including direct management of Quality Assurance team, development of quality standards, auditing of manufacturing and QC processes, incoming materials inspections, implementation & validation of functional tests, NCMRs, MRBs, & complaint investigation and resolution