Malcolm Campbell Email and Phone Number

In this role, I lead a cross-functional team of 26, including a senior manager of technical support, manager of technical writing, and principal scientist, to support field services and R&D teams regarding highly complex robotic PCR instruments distributed across the globe. I also effectively manage P&L, resource allocation, asset management, workforce planning, audit processes, and technical product performance in addition to technical writing of service/operator manuals, field actions, service bulletins, and root cause investigations. Some highlights include: ➥ Successfully launching a new fully automated IVD polymerase chain reaction instrument system and training model in collaboration with R&D which improved reliability 76% in the first two years and resulted in becoming the flagship product representing over 70% of total sales.➥ Ensuring technical products consistently met or exceeded performance targets by analyzing key metrics using business intelligence software and working with R&D to drive continuous improvement.➥ Positioning eight team members (31% of team) to receive promotions within three years into a diverse set of internal roles, including a technical operations director, service and support director/senior manager, a clinical project manager, and technical sales/support managers/senior managers.➥ Effectively delivering a global masterclass training to help ~150 new hires acquire the equivalent of years of experience in an expedited time frame.➥ Deferring $12M in expenses by spearheading an instrument refurbishment program and delivering an additional GMI savings of $3M+ in 2023.➥ Improving margin profile of team by 72% during COVID-19 through optimizing resources and later restructuring team to deliver an 18% margin profile improvement from pre-COVID to post-pandemic levels.➥ Receiving the President’s Award for two consecutive years, one for the new system launch and the second for saving a $35M at-risk account during the pandemic.

In this position, I led a 14-person Global Service & Support team, including a manager of technical writing and principal scientist, to collaborate across supply chain, operations, R&D, quality, and finance to develop new product enhancements and resolve issues through non-conformance investigations and corrective/preventive actions. In addition, I effectively managed technical performance and support of legacy products and technical writing of service/operator manuals and training/implementation plans. Some achievements include: ➥ Ensuring IVD compliance with 21 CFR 820 (In vitro diagnostic regulations from FDA) and ISO 13485 and successfully leading the Service & Support organization through corrective and preventative actions to address an FDA 483 observation from previous leadership, resulting in avoiding severe penalties and potential shutdown.➥ Effectively maintaining compliance, resulting in zero audit findings within the department during tenure.➥ Supporting career advancement by mentoring three team members (21.5% of team) to receive internal promotions to Senior Manager Scientific Affairs, Principal Project Manager, and Manager Technical Support.➥ Successfully creating a global training model for five key product launches in the infectious disease and oncology franchises and developed a testing and implementation plan for a new m2000 product (infectious disease) software release.

In this role, I directed a team of 21, including a manager of service and support in North Asia and a manager of product support to establish a commercial presence within the APAC region. This included installing and configuring products in the region and recruiting/training local staff to provide ongoing product support while managing a $5.4M service budget. Some notables include:➥ Successfully acquiring top talent to provide product support throughout the Asia Pacific region, resulting in a significant improvement in customer satisfaction, from 37% to 54% in less than three years.➥ Effectively managing 14+ distributor relationships in developed and developing countries to enable market entry to countries otherwise inaccessible to the business.➥ Restructuring team to improve service costs from 10.6% of sales to 5.1%, a 50%+ improvement in two years.➥ Positioning two team members to receive internal promotions to Manager Customer Service & Support South Asia & ANZ and Country Business Manager for South Korea.