Mike Lemarier Email & Phone Number

Fremont, Ca, United States

Head the global customer service and support functions for the company. Refine the service offering, including service contracts, spares, and billable rates.Refine and improve service KPI actuals in order to execute change for improved customer satisfaction.Member - Integration Team (within Optovue) following its acquisition by Luneau Technology.Played a leadership role in integrating Optovue’s service operations into Luneau’s.Cross functional involvement… Show more Head the global customer service and support functions for the company. Refine the service offering, including service contracts, spares, and billable rates.Refine and improve service KPI actuals in order to execute change for improved customer satisfaction.Member - Integration Team (within Optovue) following its acquisition by Luneau Technology.Played a leadership role in integrating Optovue’s service operations into Luneau’s.Cross functional involvement to refine the stage gate process to help achieve greater product reliability. Show less

Sanford, Me

Headed the global customer service and support functions for the company. Participated in the reimplementation of Salesforce. Led the effort to improve the current ERP (Epicor) with the goal to streamline service process and develop service KPI’s.Led Order Admin in the implementation of the Salesforce CPQ package, to achieve greater efficiencies within the configure – pricing – quoting process for the company.Led the effort to revamp spare parts / accessories… Show more Headed the global customer service and support functions for the company. Participated in the reimplementation of Salesforce. Led the effort to improve the current ERP (Epicor) with the goal to streamline service process and develop service KPI’s.Led Order Admin in the implementation of the Salesforce CPQ package, to achieve greater efficiencies within the configure – pricing – quoting process for the company.Led the effort to revamp spare parts / accessories pricing. Realigned the RMA tracking system for increased efficiency and reduced costs. Led the Service and Order Admin efforts to deliver on the company’s upcoming ISO certification. Show less

Wayland, Ma

Candela Medical (formerly Syneron-Candela) is a manufacturer of medical-esthetic devices, with 30,000 devices installed hospitals and clinics in 100 countries. Acquired by PE firm Apax Partners in 2017.====================In this global role, I managed an organization with 100+ staff operating worldwide to generate $70M in annual revenue. During this period, I took over global service for both the Candela and Syneron product portfolios, with responsibility for P&L and customer… Show more Candela Medical (formerly Syneron-Candela) is a manufacturer of medical-esthetic devices, with 30,000 devices installed hospitals and clinics in 100 countries. Acquired by PE firm Apax Partners in 2017.====================In this global role, I managed an organization with 100+ staff operating worldwide to generate $70M in annual revenue. During this period, I took over global service for both the Candela and Syneron product portfolios, with responsibility for P&L and customer satisfaction outcomes.Key contributions include growing revenue by $5M annually, leading a continuous improvement culture, and heading an operational transformation that consolidated two service organizations into a single global model. I introduced customer surveys that revealed 98% satisfaction rates for help desk, dispatch, and service performance. I also led a global implementation of ServiceMax CRM and enhanced our BI tools to sharpen insights into our activities. Coaching my team into top performers was a regular part of my work. My efforts won special recognition and an award from the CEO. Show less

Promoted to VP, I added new global responsibilities to my technical service function, including clinical education, customer service, and order administration. I transitioned my role and the function to Syneron-Candela post-acquisition. A major initiative focused on overhauling the clinical education program, staffed by RNs to teach end users to maximize use of our equipment. Because our devices are FDA-regulated, I ensured the program minimized operational risk through standardized… Show more Promoted to VP, I added new global responsibilities to my technical service function, including clinical education, customer service, and order administration. I transitioned my role and the function to Syneron-Candela post-acquisition. A major initiative focused on overhauling the clinical education program, staffed by RNs to teach end users to maximize use of our equipment. Because our devices are FDA-regulated, I ensured the program minimized operational risk through standardized messaging, documentation, and participant tracking.During this time, I also led the organization to increase revenue by 100% through pricing optimization as well as new offerings such as distributor parts contracts. Show less

In my first global role, I oversaw service and support for a portfolio of 11 devices. The service department was a cost center that recovered only $2M in annual revenue. Recognizing its powerful potential, I set about transforming the organization into a profit center through a deep understanding of customer needs and buying triggers.I created a service program with multiple offerings that encouraged purchasing, including multi-year and multi-product contracts. Our revenues skyrocketed,… Show more In my first global role, I oversaw service and support for a portfolio of 11 devices. The service department was a cost center that recovered only $2M in annual revenue. Recognizing its powerful potential, I set about transforming the organization into a profit center through a deep understanding of customer needs and buying triggers.I created a service program with multiple offerings that encouraged purchasing, including multi-year and multi-product contracts. Our revenues skyrocketed, both in the US and at overseas subsidiaries. Show less

I led a team of 18 field service engineers and 2 dispatchers staffing the US help desk. I introduced the organization’s first-ever performance metrics that enabled us to spot opportunity gaps. Other changes included job levels and pay scales that brought fairness and standardization to the field service engineer role.

Hired into the company as an engineer, I advanced to manage a US team and launch improvement initiatives that reduced costs and accelerated productivity.