Michele Tilander Email & Phone Number

Carlsbad, Ca, Us

Establish annual priorities and goals for direct reports that align with organizational strategic initiatives • Collaborate with R&D, Operations, Product Management and Sales for innovative instrument design, establishing product requirements that promote uptime, remote support, field efficiency, customer experience, and improved revenue opportunities• Lead a high performing group of globally located Service managers responsible for the development and improvement of global service and support capabilities, including service design for new scientific instruments, associated applications and consumables • Participant on Quote to Cash (QTC) system integration for global service workflow on company acquisitions• Creator of Service and support plans, service guides, install checklists, field service training, technical application support and spare part readiness

Carlsbad, Calif

Carlsbad, Ca

Responsible for new product introductions & sustaining activities to ensure our customer facing teams have the service guides, tools, parts and training on a global basis for Sample Prep, Cell Biology, Protein and Cell Analysis Bio Tech instrumentation. Partnering with our training teams and business unit priorities to gain revenue and create a positive customer experience.

Carlsbad Ca

I led a project to relocate a service call center to a new geographical location. New processes and metrics were established. With motivated and engaged employee's the team was able to meet 100% of their goals for consecutive years. Worked on a project to create a Global Concierge team. Responsible for orchestrating an effective customer experience throughout the process of ordering, installing, and training for instrumentation. Work with enterprise systems to capture the instrument lifecycle & customer journey which includes quality requirements for documentation and equipment record history and service reporting for customers

Area Business Associate sales position in the Mid West Territory representing the core Critical Care business primarily focusing on Pressure monitoring and Hemodynamic products.

Worked on team to support custom products for Molecular Biology

Loan origination and Real Estate Agent

During this period I had many different roles within the company. The company started out as American Edwards Laboratories, then became Baxter Critical Care. Over time I moved on from the Critical Care Division which had become Edwards Lifesciences to work at Baxter Bentley then Baxter Cardiovascular Resources which culminated in a company buy out by Fresenius. My roles included Planning, Operations, Custom Pac management, Custom Pressure monitoring, Customer Care and HR support I gained quite a bit of my experience and business sense during my time with a small internal team called Customer Defined Products while at Baxter/Edwards. We created and designed Custom Hemodynamic Catheters and Disposable Pressure Transducer (DPT) kits. The team operated like an independent company within a company. We consisted of QA/RA, Manufacturing Engineering, Planning, Operations & Design Engineering . Our goal was a focus on an end to end sterile CDP stocked product solution for contract customers. I personally enjoyed sourcing new components, creating specifications based on customer requirements, going into the field to assist the sales team. I also worked with our manufacturing team to help them move from Irvine to Puerto Rico. I lead a project for the team by partnering with IT to create a Oracle based system solution to manage our customers contracts and stocking requirements.