Lafe Ball Email & Phone Number

Brea, California, US

Provide oversight and leadership to multiple teams in areas of Customer Support, Service Agreement Sales, Warranty Claims, Account Receivables Technical and Clinical Support and general Services Operations in the Medical Device industries while driving Cross-Functional Collaboration focusing on overall business success.

Geneva, Switzerland, CH

Provide oversight and leadership to: Teams supporting customers in areas of Customer Support, Service Agreement Sales Technical and Clinical Support (Call Centers) and Services Operations.

Provide Support and Service Leadership to various industries with a main focus on Medical Device Manufactures in the areas of Technical and Clinical Support Call Centers, Field Service and Logistics. Evaluate service platform requirements, support implementation and service agreement development and sales development while focusing on operational.

Minneapolis, MN, US

• Leverage an all-inclusive field service, operational, sales and business development background to cultivate and expand strategic partnerships in the Medical Manufacture industry. Focused primarily on introduction and.
• Through partnering with CEOs, COOs, and various levels of corporate senior management, provide strategic planning and support through the delivery of customer centric services.
• Provide Consultative problem solving approach to address critical business issues in the areas of Customer support and Service excellence including areas of:o Customer Support and Service Excellenceo End to End Service.

Irvine, CA, US

• Lead Americas Field Service teams, US based call center, and back office support teams to deliver on-site services for capital equipment, education, and remote support. Cultivated worldwide relationships and.
• Lead Americas Customer Call Center supporting technical, clinical support managing 150K calls annually
• Lead Americas Service teams of 200+ field based personnel consisting of internal and external service staff through the US, Canada, and Latin America that deliver over 60K on-site service activities including 50K in.
• Maintain back office business team to deliver on-site scheduling and business support to the Americas business group. Key Results:
• Restructured US based field service leadership and team delivery to drive improved delivery times and reduced cost through primary responder modeling.
• Developed career structure within organization to improve long-term plans for staff at all levels to improve employee satisfaction and departmental longevity.

Irvine, CA, US

• Directed worldwide team to deliver services for capital equipment. Success in position through the implementation of processes and procedures to drive compliance in service delivery. Managed worldwide relationships to.
• Directed field service teams of 350+ personnel consisting of internal and external service staff throughout the Americas, EMEA and Asiapac. Delivering over 200K on-site service activities focused on preventative.
• Oversaw logistics team responsible for worldwide distribution of service support initiatives to support regional field repair of six different sterilization processors.
• Developed, modified, and improved standard operating procedures and documented work instructions to allow for compliant documentation and service.Key Results:
• Developed service agreement sales program for field service technicians to sell service agreements improving annual service agreement sales to 80% of potential sales base generating 68MM revenue in 2011 with 56% GP..
• Relocated outsourced service warehousing process to internal resources achieving reoccurring 5MM annual savings.

Irvine, California, US

• Reporting to VP Sales, led staff of 5 Managers, 50 field based Engineers, 10 Depot repair Engineers and a back office support staff of 20. Team provided internal and external technical service, support and repair for.
• Launched Sales Program for service support contracts generating reoccurring annual sales of $18MM with an 70% GP
• Certification Approvals, BSI Certification -ISO 13485: 2003, ISO 14001
• Implementation of Sarbanes-Oxley Act of 2002
• OHSAS 18001/ISO 14001
• 100% Safety record, 2002 – 2008

Dallas, TX, US

• Reporting to the Vice President Service Operations I led the San Diego Division that consisted of 600 person Field team supporting Installation, Repair and Direct Sales, Local warehousing and distribution and 7/24/365.
• # 1 Customer acquisition and retention team in country in 2000-2002
• Through constant development and education we operated at the lowest cost per installation and reduced the planed labor cost by 66%
• Led initiative that resulted in a 60% cost reduction of the tools and equipment required to support field applications. Improved efficiency by 30%, and reduced the cost of inventory required to support field.
• Developed Quality programs for service, installation and maintenance resulting in the lowest maintenance rate throughout the Fixed Wireless markets