Lincoln M. Hanscom Iii, Ccxp Email & Phone Number

Houston, Tx, Us

Ascension Dynamics, LLC. provides comprehensive professional consulting services to client companies with great products who need essential services to deliver on the brand promises their customers cannot live without. Whether your company is large or small, national or global, Ascension Dynamics will tailor custom solutions for your individual needs that solve some of today’s most complex challenges to growing services while delivering “WOW” experiences that build long-term customer loyalty.

New Albany, Indiana, Us

Global Service executive leader driving operational efficiency, customer satisfaction, and revenue growth for the company culminating in successful sales transaction of the company.• Achieved first year revenue growth of 20+% through service agreement expansion, price rationalization, and enhanced execution yielding 21% service profit expansion• Consolidation and optimization of customer communication channels leveraging best in class solutions (SFDC) to manage customer inquiries globally• Drove lean conversions in service repair centers to reduce repair cycle times by over 50% when introducing one piece flow and kanban• Launched multiyear service strategy to consolidate service order management systems used by 14 different brands into single global field solution leveraging SFDC and single ERP

Amsterdam, North Holland, Nl

Regional implementation, Global implementation, and Global Business Process Leader driving transformation programs in O2C value streams across customer service and sales operations.

Boston, Ma, Us

Advisory board member providing consultation and expertise in global service operations.

Waltham, Ma, Us

The world leader in serving science with over $25+B in sales annually, 75,000 dedicated employees and 350,000 global customers within pharmaceutical, biotech, environmental and industrial process control settings.Chromatography and Mass Spectrometry DivisionChief customer advocate and leader focused on customer experience design and innovation, transaction quality management, the voice of customer measurement and analytics, and executive customer relations. Exclusive interface for division-wide customer feedback collection, insight delivery, analysis, and continuous improvement.• Directed activities to realign survey touchpoints and ensure tight program management, insight delivery, analysis, and improvement leading to +20pt increase in allegiance score.• Consulted on initiatives targeting order fulfillment improvement that resulted in increased on-time delivery of 10 points and customer satisfaction of 10 points.• Liaised with Operations & Quality teams to increase value from Product survey analytics and drove a 2x increase in a sample.• Revitalized closed-loop feedback process to drive improved notification processes and reduce the time to respond and time to resolve by 1.5 days in the first year.• Drove global rationalization of survey triggers and usage to ensure sample integrity and statistical significance between major geographies limiting variance to <2% quarterly.

Waltham, Ma, Us

Chemical Analysis Instruments DivisionCustomer Experience leader charged with directing continuous improvement programs across eight distinct business units within Thermo Fisher’s $1+B Chemical Analysis Instruments Division. • Drove cross-functional alignment across multiple BU segments to create a single, customer- focused feedback management strategy, yielding a 17-point gain in loyalty scores.• Integrated new business teams and customer measurement systems that required the launch of new surveys, team training, and escalation protocols, reducing response time by 25%.• Established a virtual team of customer experience advocates that promoted the feedback program's visibility and drove a customer-first culture from front-office to back-office.• Developed customer-focused impact mitigation strategies for global manufacturing footprint shifts earning recognized as key subject matter expert.

Waltham, Ma, Us

Process Systems Business UnitLead global support and service business for process industry products, including call center, technical support, field / repair services, parts and service contracts, operations across the U.S., EMEA, China, and ASIA-PAC, realizing a 37% 3-year increase in revenues on high-margin services.• Rationalized field service organization to align with regional customer demand for services and markets of opportunity, gaining productivity by increasing utilization rates by 10%.• Executed comprehensive pricing projects for spare parts and education services. Achieved 5+% net price in-service product revenues.• Consulted as a process champion improving delivery processes, resulting in an on-time delivery increase of 40% and a 30-point increase in loyalty scores.• Aligned spares & systems order entry teams globally to form a single organized group, reducing overhead and increasing performance by reducing abandonment rates from 10% to 2%.

Waltham, Ma, Us

For the Control Technologies Division: Spearhead business unit deliverables of global support and service for products, including call center, technical support, field / repair services, parts and service contracts, operations across the U.S., EMEA, China, India, APAC, and SEA; customer service and revenue generating strategies, best practices of commercial customer interaction, business unit leadership, P&L oversight, and staff leadership. Integral in on-demand service programs, business performance, service profitability, gross margin contribution, service metrics, global service inventory management, territory relationships, and business alliances with service partners.

Waltham, Ma, Us

For the Temperature Control Business Unit: Managed worldwide activities of the service product portfolio, global customer contact centers, customer satisfaction program in the Americas and Europe, high performing service personnel, partner relationships, sales distribution channels, new product release procedures, P&L control, and employee supervision. Key in customer contact centers, revenue generation, cross-training throughout product lines and service delivery staff, new service capability launching through indirect channels in China, Southeast Asia and Asia-Pacific, and global service portfolio launch through capability alignment with service level agreements.

Waltham, Ma, Us

For the Temperature Control Business Unit: Oversaw U.S. service delivery team, partnerships with third party service organizations contracted to service equipment, internal staff development, service product sales by inside / field sales representatives, RMA process, and sales commission plan. Instrumental in business relationships with key service providers, service operations systems and software tools, call handling system, process enhancements, marketing of service capability, service level performance, and value added services.

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Managed customer service operations, installations, professional services, internal / external training, customer support call center / escalation team, project management / consulting, technical publications, and service contract relationships with customers and business partners. Key in turn-key systems, portfolio of service offerings, and strategic relationships with authorized service providers.

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Managed the company’s highest level of support personnel, a team of over 65 engineers in major geographical regions.Oversaw a $10M budget, controlling costs to match revenue stream and expected margin.

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Led a 3rd level technical team/division (15 professionals) within the support organization responsible for problem resolution, issue replication, solution verification, and implementation.Managed retention of key customer accounts in the finance and insurance markets through application of proper support resources at critical moments in the project evolution.

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Provided third level product support for hardware and software products, interfacing directly with engineering developers, customer service representatives, partners, and OEMs.

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Onsite field service engineer and project manager for major telecommunications and network services company in the southeast.

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Plan, Coordinate, Manage, and Install enterprise networking hardware, software, and systems for companies in various industries across the US & Canada.

Certificate, Executive Leadership, Program For Management Development

Associates, Electronic Engineering Technology