Lincoln M. Hanscom Iii, Ccxp Email and Phone Number
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As a dynamic and results-driven executive with 15+ years of experience in leading global service organizations, I have a passion for transforming service into a strategic business driver. My career has spanned multiple global markets, including healthcare, industrial, and technology sectors, where I have spearheaded efforts to optimize service delivery, enhance customer satisfaction, and drive revenue growth.Most recently as Vice President of Global Services at Industrial Physics, I lead a global team of over 70 professionals, managing a $20M service business. My leadership is anchored in a customer-first approach, with a relentless focus on improving customer outcomes through operational excellence and continuous improvement. By leveraging methodologies such as Kaizen and Lean, I have driven process efficiencies that have improved service delivery times, reduced costs, and improved net promoter scores.Throughout my career, I have been fortunate to work with talented teams and innovative companies that share my vision for service excellence. I have a proven ability to build and scale high-performing teams, cultivate cross-functional collaboration between sales, engineering, and support, and develop service strategies that align with broader business goals. My experience extends to managing complex service ecosystems, including field service operations, technical support, and professional services.Key Strengths:~Global Service Leadership: Expertise in managing large-scale, cross-functional service teams and driving operational improvements that lead to revenue growth and enhanced customer satisfaction.~Revenue Growth: Successfully increased service revenue by expanding service offerings and improving retention.~Operational Efficiency: Leveraging Kaizen, Lean, and continuous improvement methodologies, resulting in significant operational cost savings and improved service delivery times.~Customer-Centric Leadership: Dedicated to fostering a customer-focused culture that prioritizes responsiveness, technical expertise, and proactive solutions.~Transformational Leadership: Track record of leading teams through periods of significant change, including implementing digital service strategies, enhancing service contracts, and driving global service expansion.I am always open to connecting with like-minded professionals and exchanging ideas on global service leadership, operational transformation, and customer success. Let’s connect to discuss how we can continue advancing the field of global services and make a lasting impact.
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Director, Technical Service OperationsHudson TechnologiesHouston, Tx, Us
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Founder, President, & PrincipalAscension Dynamics, Llc Dec 2020 - PresentAscension 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. -
Vice President Of Global ServicesIndustrial Physics Dec 2022 - Oct 2024New Albany, Indiana, UsGlobal 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 -
Services Transformation LeadNouryon Mar 2021 - Nov 2022Amsterdam, North Holland, NlRegional implementation, Global implementation, and Global Business Process Leader driving transformation programs in O2C value streams across customer service and sales operations. -
Member Of The Board Of AdvisorsInskill Jun 2020 - Nov 2022Boston, Ma, UsAdvisory board member providing consultation and expertise in global service operations. -
Director, Customer ExperienceThermo Fisher Scientific 2014 - 2020Waltham, Ma, UsThe 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. -
Director, Customer ExperienceThermo Fisher Scientific Jan 2011 - Sep 2014Waltham, Ma, UsChemical 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.
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Director, Global ServicesThermo Fisher Scientific Jun 2007 - Dec 2010Waltham, Ma, UsProcess 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%.
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Services DirectorThermo Fisher Scientific Aug 2006 - May 2007Waltham, Ma, UsFor 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.
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Global Service DirectorThermo Fisher Scientific Jan 2004 - Aug 2006Waltham, Ma, UsFor 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.
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Us Service ManagerThermo Fisher Scientific Apr 2003 - Jan 2004Waltham, Ma, UsFor 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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Director, Customer Service & SupportConvergent Networks, Inc. Oct 2000 - Mar 2003UsManaged 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. -
Director, Worldwide Product SupportCabletron Systems, Inc. 1998 - 2000UsManaged 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. -
Manager, Product Support EngineeringCabletron Systems, Inc. 1997 - 1998UsLed 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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Product Suppport Engineer Iii/IvCabletron Systems, Inc. 1996 - 1997UsProvided third level product support for hardware and software products, interfacing directly with engineering developers, customer service representatives, partners, and OEMs.
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Resident Field Service EngineerCabletron Systems, Inc. Aug 1995 - Apr 1996UsOnsite field service engineer and project manager for major telecommunications and network services company in the southeast.
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Project ManagerCabletron Systems, Inc. Apr 1993 - Aug 1995UsPlan, Coordinate, Manage, and Install enterprise networking hardware, software, and systems for companies in various industries across the US & Canada.
Lincoln M. Hanscom Iii, Ccxp Skills
Lincoln M. Hanscom Iii, Ccxp Education Details
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Unc Kenan-Flagler Business SchoolProgram For Management Development -
Nhti, Concord'S Community CollegeElectronic Engineering Technology
Frequently Asked Questions about Lincoln M. Hanscom Iii, Ccxp
What company does Lincoln M. Hanscom Iii, Ccxp work for?
Lincoln M. Hanscom Iii, Ccxp works for Hudson Technologies
What is Lincoln M. Hanscom Iii, Ccxp's role at the current company?
Lincoln M. Hanscom Iii, Ccxp's current role is Director, Technical Service Operations.
What is Lincoln M. Hanscom Iii, Ccxp's email address?
Lincoln M. Hanscom Iii, Ccxp's email address is lm****@****ast.net
What is Lincoln M. Hanscom Iii, Ccxp's direct phone number?
Lincoln M. Hanscom Iii, Ccxp's direct phone number is +160343*****
What schools did Lincoln M. Hanscom Iii, Ccxp attend?
Lincoln M. Hanscom Iii, Ccxp attended Unc Kenan-Flagler Business School, Nhti, Concord's Community College.
What skills is Lincoln M. Hanscom Iii, Ccxp known for?
Lincoln M. Hanscom Iii, Ccxp has skills like Leadership, Customer Experience, Team Building, Strategic Partnerships, Customer Success, Call Center, Executive Management, People Management, Business Relationship Management, Sales, Customer Retention, Sales Operations.
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