Michael Monahan Email & Phone Number

Boston, Ma, Us

Cambridge, Massachusetts, United States

Cambridge, Massachusetts, United States

San Diego, Ca

• Manage complex customer issues through escalated complaint case process; troubleshoot optical, fluidics, electrical, mechanical, software, computing and networking subsystems. Responsible for coordinating with internal support teams and advising primary engineer on account management and repair procedure. Maintain closed loop communication with sales, support and senior management to ensure positive customer outcomes and minimize replacement instruments. • Lead product improvement initiatives to improve serviceability and customer robustness. Utilizing data from escalated complaint investigations working cross-functionally with life cycle management team to close feedback loops.• Trained and developed content for 100s of colleagues and on detailed instrument operation, troubleshooting techniques, process changes, account maintenance and communication best practices. Comfortable with in-person, and remote environments adjusting content to audience knowledge level.• Trend and utilize data analytics to manage instruments/accounts proactively monitoring regional system performance, identify underperforming instruments or potential hot accounts.

Cambridge, Ma + San Diego, Ca

• Specialized in Genome Center account scaling. Worked cross-functionally with sales, support, and customer to advise on lab layout, capacity planning, incorporated need for split R&D and clinical lab spaces, and coordination of instrument installations. Trained onsite staff, and provided suggestions on problem trending, spare parts inventory, and efficient preventative maintenance schedules. Established 4 production scale centers, from ground up, including Illumina’s internal services lab. • Prioritized complaints by service level agreements, customer satisfaction and consumable revenue pull through. Coordinated with local sales, service, and support managers to create support plan.• Field point person for New Product Transfer on initial roll out of instrument upgrades, provided feedback on procedures, software, documentation and customer experience.• Delivered trainings to internal and external customers relating to genome center instrument management, internal processes, and Illumina instrumentation functionality.• Facilitated multi-district meetings to trend instrument performance issues and encourage knowledge dissemination.• Trained Illumina field personnel in changes to SalesForce.com support ticket management at field service meeting, 50+ attendees during each session.

Beverly, Ma

Bachelor Of Science (B.S.), Mechanical Engineering

Bachelor Of Science (B.S.), Aerospace, Aeronautical And Astronautical Engineering