Mike Roderick Email & Phone Number

Charlotte, Nc, Us

Melbourn, Hertfordshire, Gb

• Direct and lead the Americas field service organization including a team of FSEs, Team Lead, and two Service Coordinators. Responsible for training, professional development, performance reviews, along with recruitment of additional talent.• Responsible for all post sale activities including installations, preventative maintenance, break/fix, and all proactive post sale service activity. • Work closely with the service coordinators to schedule daily activities including installations, PMs, and break/fix calls while managing workloads.• Manage and monitor all technical escalations and product performance issues.• Regularly visit clients and customers to maintain customer network and develop new relationships for new opportunities in partnering with sales team • Oversee P&L of the Service business with direct revenue of more than $16M, and service costs more than $5M. • Operational performance measured through KPIs including CSAT, NPS, revenue, utilization, 1st time fix, PM completion, response times, and employee satisfaction.• Bi-weekly meetings with Senior Leadership and commercial teams to drive continuous improvements.

Middleton, Wi, Us

• Senior Manager accountable for development and growth of the North American service operations. • Manage day to day service center operations to meet customer satisfaction and TAT goals.• Management of field service activities to ensure SLA compliance and customer success.• Set annual budgets and forecasts for both ALH and MLH service.• P/L responsibility

• Family travel business.• Sales and marketing program.• Implemented accounting software and CRM.

Uppsala, Se

• Responsible for the North American service business.• Management of all field service activities to ensure customer success.• Set annual budgets and forecasts to include management of P/L.• Service sales management• Implemented process improvements resulting in an increase in team morale, customer satisfaction, and revenue while reducing expenses.• Created KPI metrics and dashboards to monitor activities, promote process improvements, and exceed customer expectations.

• Regional service manager covering 7 states.• Coached, mentored, and supported a team of 16 field service engineers and three sales regions.• Overall revenue growth of 33% to include service plan increase of 64%.

Waltham, Ma, Us

• OEM business development of liquid-handling and molded products for the LPG division.• Revenue growth from $10.1MM - $14.2MM in annual sales.• Managed multiple key accounts.• Development of supply, and service agreements.

Waltham, Ma, Us

• Responsible for development and the performance of 10 sales specialists.• Revenue growth from $17.8MM - $21.5MM, exceeding growth expectations every year.• Prepare monthly and quarterly business reports and forecasts for senior management.•

Waltham, Ma, Us

• Sold automated and manual liquid handling products and consumables.• Revenue growth from $1.1-1.6MM, exceeding expectations 3 out of 4 years.

Milford, Ma, Us

• Sold LC/MS instrumentation and consumables throughout the Midwest.• Exceeded revenue expectations and earned President Club Honors.