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.

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 efficiency to drive world class levels of performance, while improving customer satisfaction and loyalty.

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 development of manufacturer partnerships through the benefits of leveraging non manufacturer service strategies. • 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 Deliveryo Life cycle management o Logisticso Quality & Regulatory compliance

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 cross-functional teams to deliver against challenging times in the market place. Partner with Worldwide Marketing, Sales, Finance, and Operations during product development, launch and continued support while driving compliant processes that support the requirements of FDA 21CFR Part11, ISO 13485, BSI, and Sarbanes Oxley. Drove revenues by service contract sales of 135MM in Americas Region and was active Board Member for the Americas Commercial Business Team. • 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 preventative maintenance services and 40K in critical service delivery. • 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.• Instituted field service dispatch process to improve on-site service time while reducing wait times for next customer interaction. • Delivered service agreement sales of 100MM in 2013 and 135MM in 2014 in the Americas regions delivering a 95% capture rate for all customers.

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 support the distribution and service of Sterilization and HLD equipment. Drove revenues by increased service contract sales through improved WW Service Delivery. • 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 maintenance services critical service delivery and recall/field actions. o US service and clinical support phone center team of 50 + that managed 120K inbound calls and 25K outbound calls annually. o Collections, Sales Operations, Inbound Customer Order Management• 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. 2012 Target 83MM.• Relocated outsourced service warehousing process to internal resources achieving reoccurring 5MM annual savings.• Migrated WW Service logistics group into base business supply chain to leverage buying and management of service and manufacturing inventories.• Opened warehousing and distribution facility in EMEA region to drive speed to market for service supply improving time to deliver while reducing annual cost by 7MM annually.

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 computer based “GPS guided” “Electrophysiology” heart mapping systems, stem cell delivery system, and fluid delivery system and ablation system. Key Results• 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• Developed service agreement sales program to create additional business growth 63% increase in Service Agreement Sales, 2008• Facilitated and Passed (3) FDA Inspections of Service Systems and Support Activities with no Observations

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 call center. Key Results• # 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 requirements by 20%.• Developed Quality programs for service, installation and maintenance resulting in the lowest maintenance rate throughout the Fixed Wireless markets