Mark Melanson Email & Phone Number

Waltham Ma

Manage the strategic alignment, operational quality and program growth of U.S.Enterprise services offering across multiple strategic accounts. Develop and maintainpositive and professional customer allegiance. Achieved sustained 10% averageyear over year growth in support plan. Drive business review, ensuring customer andcompany goals are met / or exceeded

Cambridge, Ma

Manage the overall operation and relationship of a strategic account withSignificant challenges. The main focus being the repair and maintenance ofcustomer's scientific instrumentations in a timely and cost efficient manner. Manage onsite personnel and external vendor service and/or maintenance agreements.Ensure account service level agreements are met and report out to customer inquarterly business review format. Accomplishments· Developed a new invoicing process that reduced the customers frustration andbrought our net days to be paid down to net 60 from greater than 180 days· Improved overall account relationship, by rebuilding strong bonds through trustand credibility with the scientific community. Using the A3 methodology I wasable to significantly improve the elapse time to repair from 40% to 80% of all repairscompleted in 16hrs

Field based Regional Manager responsible for 17 Field service techs, 3 affiliatecompanies in 7 states with a focused purpose toward achieving excellent customersatisfaction and loyalty through “Excellence in service” Monitoring of individualperformance and developing plans to exceed performance in operating expenses,material consumption, on-time preventive maintenance, first time fix, inventoryaccuracy and profitability. Maximize the effectiveness of the service force throughstrong interpersonal skills, and the ability to interact in a multi-disciplinaryenvironment, with extremely demanding customers in a highly competitive industry

Manage equipment, repair and maintenance costs for 60 dialysis facilities in 4 states. Maintain an effective system of biomedical related financial, business records andfacility reports. Responsible for a biomedical staff of 35 including 3 area supervisorsand 32 biomedical teammates. Hire, supervise, monitor and evaluate to assure highstandard of performance. Develop and ensure completion of all training. Responsiblefor developing and managing an annual budget commensurate with the needs of thedialysis units and biomedical team. Participate in the development and revision ofdialysis unit policies and procedures. Review monthly internal biomedical audits andensure appropriate follow-up of deficiencies. Collaborate with the Project Manageron DeNovos, relocations and renovations.

Responsible for the overall technical management of 26 field-based employees at over 45 dialysis clinics and acute locations managed a 1.5 million dollar annualTechnical budget. Ensured proper maintenance of 1000 machines. Worked with clinicmanagers and area directors in 5 states to develop and implement plans to achieveservice goals. Ensured compliance with all regulatory agencies and companypolicies and procedures. Resource to local and national authorities duringinspections. Maximized the efficiencies of the technical work force to meetcompany Key Performance Indicators Effectively managed expenses, labor andinventory to optimize resources