•Oversee daily VCS implementation and support operations, ensuring efficient and effective service delivery.•Track and address the progress of ongoing VCS implementations, proactively resolving challenges.•Collaborate with sales, marketing, and development teams to ensure SaaS operations are integrated with overall business objectives.•Monitor key performance indicators (KPIs) for SaaS operations, focusing on response times, customer satisfaction, and adherence to Go Live schedules.•Foster customer loyalty and satisfaction by developing strong client relationships and ensuring commitment to service deliverables.•Utilize strong problem-solving skills to evaluate and resolve customer issues, enhancing the overall customer experience.•Design and update educational content for the VCS User Conference, coordinating with trainers to deliver valuable learning experiences.

•Orchestrated field team assignments, enhancing project completion rates by 25% through strict adherence to quality standards.•Managed operational functions across multiple regions, ensuring high service delivery and customer satisfaction.•Served as the primary contact for complex field issues, collaborating with technical services for a 40% reduction in troubleshooting time.•Led a team of managers and engineers, promoting a culture of excellence in customer service and collaboration.•Analyzed service ticket metrics, identifying patterns in system breakdowns, improving fix rates by 33%.•Developed comprehensive project plans, detailing scope, objectives, deliverables, and resource allocation.•Fostered partnerships with third-party service providers, overseeing qualifications and performance KPIs.•Monitored field service team KPIs, strategizing for enhanced performance, installation, and customer satisfaction.•Generated reports for Root Cause Analysis and Corrective and Preventive Actions (CAPAs).•Managed inventory, expenses, and scheduling for field technicians.•Oversaw outsourcing, securing agreements with vendors and suppliers.•Administered the service budget, ensuring cost-effectiveness and adherence to financial projections.•Authored and implemented validation protocols for Installation Qualification (IQ) and Operational Qualification (OQ).•Improved relationships with field technicians through incentive programs that encouraged innovation.•Supervised a diverse team across the US, Canada, and Europe.•Managed comprehensive recruitment and onboarding procedures for service technicians, ensuring a skilled and competent workforce.•Authored detailed annual performance evaluations to assess and enhance employee productivity and development.•Demonstrated expert proficiency in service management software and Microsoft Office Suite, including Excel, Word, Outlook, PowerPoint, Project, and Oracle NetSuite, optimizing operational efficiency.

•Developed Rees University, a specialized training program for field technicians, enhancing their efficiency and productivity.•Implemented cGMP/GLP training in laboratory settings, emphasizing proper PPE usage and adherence to Good Documentation Practices during IOQ validation protocols.•Led calibration method training sessions, employing NIST meters to ensure precise measurements.•Worked in collaboration with product management, engineering, operations, and service leadership to establish comprehensive onboarding and training programs for field service engineers, focusing on maintaining high levels of technical and soft skills.•Managed training budgets effectively, closely monitoring expenses associated with training events and materials.•Assessed the impact of training programs by analyzing participant feedback, making necessary adjustments to improve future training outcomes.•Encouraged open communication between trainees and management, promoting discussions about individual progress and potential areas for development.•Pioneered the shift to virtual training platforms during the pandemic, ensuring uninterrupted skill development.

•Managed a multi-state service territory including New York, New Jersey, Pennsylvania, and Delaware, providing installation and troubleshooting support globally.•Executed installation of turn-key systems and maintenance of environmental monitoring systems, ensuring compliance with cGMP/GLP standards.•Performed calibration and documentation of EMS sensors following NIST standards and 21CFR11 regulations.•Maintained inventory control, optimizing stock levels to support efficient operations.•Regularly visited sites to verify operational alignment with corporate goals and adherence to industry best practices.• Enhanced customer satisfaction by promptly addressing issues and maintaining clear communication.•Conducted training sessions for the regional service team, promoting a culture of continuous learning and improvement.•Worked with sales teams to identify and capitalize on upsell opportunities, driving regional revenue growth.•Continuously monitored performance metrics to identify and act on areas needing enhancement.

•Managed fiber optic, CAT-5e, PBX phone systems, and outside plant cable projects•Conducted site surveys and wrote proposals according to RFP requirements•Coordinated and executed program meetings and quality assurance plans•Designed and deployed VPN and wireless network solutions•Oversaw field technicians and subcontractors