Michael Cook Email & Phone Number

Kirkland, Wa, Us

Kirkland, Wa, Us

Bothell, Wa, Us

I manage the Service Engineering team at FFSS. Our team supports our customers by:-Representing service needs on NPI core teams and creating necessary project deliverables-Directing Service Validation activities for new product development-Creating service documentation and knowledge articles-Providing additional expertise for escalated technical support cases-Creating and delivering technical training to hospital biomeds, authorized service providers, and FFSS employees-Maintaining a global solutions knowledgebase (FAQ) for the global technical support team-Providing data/failure analysis of our existing install base to drive business decisions-Product ownership for service tools development (e.g. web-based license management)-Partners with sales and customer success to improve customer relationships.My primary responsibilities as a people manager for a relatively new team:-I led reconstruction of the Service Engineering department from full attrition (manager and all three direct reports left prior to my arrival) to full working capacity and added headcount (myself and 4 direct reports).-Act as a cross-functional business process expert and change manager within the Service organization-Provide direction to direct report employees according to professional experience, established policies, and departmental guidance-Create training and growth opportunities for the team to learn the Service Engineer role-Set and enhance department vision and strategies to support company goals-Ensure the team has the tools, resources and information they need to be successful-Program Management - directly manages NPI Service Readiness programs, ensuring alignment of program activities with the company and department strategic objectives-Presents post-release product data to Executive Leadership on a weekly cadence

Amsterdam, Noord-Holland, Nl

I represent the Ultrasound Service and Solutions Delivery (S&SD) organization on new product development program teams.Responsibilities:•Owner of S&SD deliverables throughout multiple programs. This includes traditional serviceability requirements as well as feature requirements for digital solutions. Program types include both software/hardware development programs and manufacturing transfer programs•Conducts strategic alignment and drives decision-making across project core teams•Aligns internal, cross-functional, and remote stakeholders on program status, including executive-level briefings•Leads an extended cross-functional team (parts planning, operations, education) to ensure program objectives are met for S&SD•Tracks deliverables against program objectives and implements proposals to improve program services and efficiencies.• Conducts market readiness activities prior to product launch•Define and execute serviceability plan for new products from design to release

Amsterdam, Noord-Holland, Nl

Subject Matter Expertise:-Primary product support contact for the Affiniti 70 and 50 Ultrasound Systems-Provide international/secondary coverage for the EPIQ Ultrasound System, iU22, and iE33, and other Philips products on an as-needed basis.Responsibilities:-Escalation Management, including documenting customer issues and providing L3 technical support.-Write and Review technical documentation for the Field Service Organization (all markets)-Drive serviceability improvements on current and future products-Drive sustaining engineering changes on released products to ensure customer satisfaction and retention-Provide service input for post-release, life-cycle, quality, and issue management activities-Work with R&D to write and verify field-facing test procedures.

Amsterdam, Noord-Holland, Nl

My responsibilities, particularly those pertaining to mentorship, have grown with this promotion.Technical Review (FOCUS) Champion - Mid-America South Service teamPM/FCO Champion - Southeast CCTAssistant Revenue Champion - Mid-America South Service teamTrained in Lean and DMAIC Six Sigma methodologies.

Amsterdam, Noord-Holland, Nl

I help Philips in its mission to deliver quality healthcare technology and customer service by maintaining ultrasound systems at hospitals and research universities in the Memphis territory. I have developed strong relationships with my clients and deliver top quality revenue results every month.I am the Technical Review (FOCUS) Champion for the entire Mid-America South Service team and the PM Champion for the Southeast Team. I am also managing a Green Belt project involving parts usage/cost reduction. I delivered $255K in billable revenue in Q2 2016, helping my customer care team become #2 in billable revenue for the quarter.

Durham, North Carolina, Us

In Dr. Trahey's lab, I worked alongside graduate students to implement new ultrasound imaging techniques.• Developed tests and protocols to evaluate the performance of a novel ultrasound image processing algorithm (SLSC) in low flow Doppler.• Wrote several scripts in MATLAB and C++ • Primary author for research published to IEEE.

Durham, North Carolina, Us

As a Workstudy student, I perform manual labor tasks such as biohazard disposal, pipet tip sterilization, and logging of chemical waste.

Master Of Science (Ms), Electrical And Computer Engineering

Bachelor Of Science (B.S.), Biomedical/Medical Engineering