Illumina is a leading developer, manufacturer, and marketer of life science tools and integrated systems for large-scale analysis of genetic variation and function.Provide leadership to large Technical Support team regarding technical and customer service activities while maintaining or exceeding operational, strategic and sales goals.

Gilson provides high quality, dependable solutions for today's demanding liquid chromatography (LC and HPLC), solid phase extraction (SPE), liquid handling and gel permeation chromatography (GPC) clean-up requirements.Building a cross-functional global team to provide technical and application support and training to Gilson employees, distributors and end-users worldwide with the ultimate goal of increasing sales and customer satisfaction.• Responsible for the development, deployment, training, coaching, strategic alignment and supervision of Technical Support, Training and Field Application Support teams in the US. (9 team members)• Cross-functional management of global application specialists. (10 team members)• Supervise pre- and post-sales technical support for potential and current Gilson customers and distributors worldwide via email, phone and a web-based customer portal.• Establish key performance indicators (KPIs) and metrics, programs and procedures to meet internal support goals.• Improved the “time to resolution” for customer support cases through the adoption of Salesforce.com. • Developed SOPs for complaint case management in Salesforce.com for global CRM rollout.• Introduction of LEAN methodology of continual process improvement to maximize customer value.• Introduced customer satisfaction metrics to evaluate customer perception of support provided. • Create commercially relevant application content for all Gilson product lines by providing data, protocols, application and technical notes, FAQs and troubleshooting guides.• Liaison to Business Development and Senior Management teams for OEM collaborations. • Meets established milestones for ISO 9001 and ISO 13485 compliance set by Quality Assurance.

Created and managed the new Field Applications Team with the goal of providing on-site pre- and post-sales support for newly released liquid handlers targeting molecular biology and diagnostic laboratories. • Recruited, hired and managed Field Application Specialists. (US)• Responsible for west coast territory as a field-based manager.• Provided technical support, demonstrations, installations and training for Gilson customers. • Created new Standard Operating Procedures (SOPs) for field-based application and technical support.

Provided training and ongoing support for existing customer base while managing a field base team of four. Worked closely with Marketing and Research and Development teams to ensure training content represented the latest technology developments and was in line with the company’s vision and brand.• Hired, trained, and developed a team of 7 trainers and technical support specialists.• Improved customer satisfaction by creating a customer support call center.• Developed content and curriculum for comprehensive training program. • Created Standard Operating Procedures (SOPs) for all aspects of training and technical support processes.• Created documentation and sales tools such as training manuals, presentation slide decks, quick reference cards, FAQs, pre-training questionnaire/checklist, post training evaluations and technical bulletins. • Coordinated, scheduled and conducted all internal employee trainings for new hires and continuing education.• Participated in product development by collaborating with Marketing and R&D.• Coordinated on-site trainings for global customer base.• Participated in both internal and external audits for technical support processes and procedures.• Developed key metrics for customer satisfaction to further improve the technical support process.

Provided training and comprehensive technical and service support to new and existing customer base. • Provided technical support to global customer base and distributors via phone, email and web-based portal.• Conducted multiple-day training courses at both domestic and international customer sites.• Provided expertise for data analysis and troubleshooting on all Fluidigm applications and products.• Performed RNA-sequencing protocols using Fluidigm’s single cell prep system and Illumina’s MiSeq System.• Participated in generation of product literature and contributed to continuing product development efforts.• Participated in activities for pipeline generation – seminars, industry specific trade shows and live on-site instrument demonstrations.• 70-75% domestic and international travel• Maintained detailed information of customer interactions in Salesforce.com.

Provided training and a high level of technical support to new and existing customers as well as incoming team members. Field based position located in San Francisco, CA.• Responsible for on-site customer trainings and installation of instrumentation for US customers.• Provided support via phone, email and site visits to ensure customer satisfaction.• Maintained training and customer documentation as per the guidelines of the internal quality system.• Responsible for periodic review of Technical Support Department’s Standard Operating Procedures (SOPs).• Direct link between customer base and the R&D and Sales/Marketing Teams to best address customer issues and to provide feedback for future product development.• Assisted customers with validation of new platform to meet clinical laboratory criteria.

Provided Luminex expertise by training MiraiBio team members. Provided training and technical support to new and existing customers.• Coordinated and conducted all on-site Luminex technology based trainings offered by MiraiBio.• Provided all technical support for MiraiBio’s Luminex customer base.• Responsible for training the MiraiBio R&D and Customer Support teams on the Luminex instrumentation and technology.• Participated in product development by testing analysis software written for the Luminex platform.

Assisted Sales and Marketing teams by providing technical presentations and on-site demonstrations showcasing the Luminex technology and applications. • Responsible for training new customers and instrument installation for the Western US region.• Developed and maintained relationships with existing customers. Increased customer satisfaction and retention by identifying individual needs and providing custom solutions.• Actively participated in the development of effective marketing strategies for delivering technology, hardware and software to customer base.• Attended major trade shows and conferences to showcase and exhibit the Luminex technology.

Actively participated in the development and growth of the newly created training department.• Responsible for the design, build out, set-up and maintenance of two separate training labs/classrooms.• Participated in the development of curriculum and content for all Luminex training courses for both employees and customers.• Coordinated and scheduled all trainings both in-house and field based.• Taught all Luminex training courses for employees, customers and distributors (domestic and internationally).• Created training tools such as training protocols, SOPs, quick reference cards and training manuals.• Maintained training logs and records for ISO 9001 certification.

Synthesized proprietary fluorescent dyes using synthetic organic chemistry techniques.• Utilized chromatography, NMR spectroscopy and spectrofluorimetry to purify and characterize synthetic dyes.• Designed experiments to investigate the characteristics and surface chemistry of polystyrene microspheres.• Developed dyed microspheres that are stable in organic solvents as well as magnetic microspheres.• Patent: “Magnetically Responsive Fluorescent Microspheres.”