Mark Stevens Email & Phone Number

Nashua, Nh, Us

Wilmington, Ma

Leading a team of customer focused individuals supporting Watson-Marlow, the leader in the fluid technology industry. Engaged with multiple business sectors including; Food & Beverage, Industrial, Environmental, OEM and Bio-Pharmaceutical customers in a $200 million dollar enterprise the team provides essential "one stop" customer support in all facets of order management and sales engagement. Driving and delivering continuous improvement opportunities including eliminating redundant and manual processes, implementing new technology to handle incoming inquiries and email, initiating improvements to ERP functionality, and driving improved and streamlined organizational composition. Actively engaged in identifying reporting deficiencies the development of new dashboards, initiating new training methodologies including ongoing customer experience training.

Bedford, Ma.

Led a dynamic program management team driving new product introductions, software and hardware upgrades and updates through all areas of Operations, including building material structures, operationalizing the order management, supply chain, license delivery and fulfillment processes. Represented the operations organization in product management, engineering and marketing reviews. Developed key relationships with product marketing, sales, and engineering.Managed a team of data professionals responsible for highly sensitive customer and transactional data, used to support the order, warranty, returns and reporting processes for the finance, customer service and support teams, sales teams and channel partner’s.Select Accomplishments: ▪ Led a team of dedicated product program managers to operationalize and deliver over 80 product releases, including multiple “major” releases with significant impact on the Security Division of EMC, product updates, and bug fixes per year.▪ Redefined the team structure allowing for efficiency improvements, eliminating single point of failure issues, improving turnaround, and streamlining communication with product management and marketing.▪ Continuously improved efficiency and productivity by sponsoring Lean Six Sigma programs, including new process verification testing through fulfillment, return material processes with customer advanced replacements, validation of ownership, and electronic fulfillment.▪ Ensured customer satisfaction, transactional data quality and accuracy by developing more robust ISO documentation, including more comprehensive Key Performance Metrics (KPIs).▪ Drove operational direction and strategic planning as a member of the Executive Steering Committee for RSA, representing Global Operations on the corporate ERP release, along with the prioritization of RSA specific IT projects and enhancements.

Southboro, Ma

Change Leader for a multi-million dollar ERP implementation, introduction of business process design improvements for global product operations, including product fulfillment, supply chain, procurement, BI reporting and data management. Select Accomplishments: ▪ Led ERP design and implementation teams, comprised of consultants, solution integrators, and key business representatives successfully delivering a 2 1/2 year program on time representing a one billion dollar, Security Division of a multi-billion dollar corporation. ▪ Designed, influenced and conducted business training, developed and introduced business process improvements and drove simplification and systemic enhancements.▪ Managed teams through data conversions, improving data structures such as material set up and reporting capabilities.▪ Drove the execution of Post Go Live deliverables, negotiated enhancements, and supported “break/fix” items through stabilization, including training facilitation, ticket tracking, and business liaison with internal organizations and corporate IT department.

Bedford, Ma

Led organization of 30+ employees focused on the customer experience and an advocate for voice of the customer. Supported all aspects of transactional/order management and customer data management. Provided guidance for supply chain, led the manufacturing/production warehouse operation including inventory management, material planning, and global logistics. Supported forecasting and managed group budgets and expenses, drove lean six sigma efforts, continuous improvement programs and implemented new processes to improve efficiencies, delight customers and improve sales satisfaction.Select Accomplishments: ▪ Drove the order process team to meet quarterly bookings targets and revenues of more than $250M. ▪ Achieved all quality initiatives, including transactional excellence, ISO 9001 standards, audit processes, documentation, metric dashboards, and production control measures by initiating Lean 5S standards through the entire production area.▪ Spearheaded continuous improvement programs and systemic enhancements to optimize lead-times, data quality, and quality standards.▪ Collaborated in introducing new document control and systemic record storage with workflow to reduce the cycle time from order entry to release to fulfillment. ▪ Identified and drove opportunities for cross-functional teams to improve the order to cash cycle, communications while enhancing customer delight.

Bedford, Ma

Managed a highly effective customer service team focused on providing customer first service in all aspects of order management, building business partnerships, and assisting sales and business partners with order processing, transactional resolution and all other operational inquiries . Select Accomplishments: ▪ Developed, trained, and deployed new business processes documents, procedures, and standards for global order management team.▪ Drove transactional quality improvements, resulting in achieving measurements of 98% accuracy for over 12,000 orders transacted quarterly.▪ Drove the adoption and implementation of an integrated electronic (EDI) offering between RSA and five global distribution partners.▪ Increased efficiency and performance with channel sales teams by developing new channel excellence processes for the operations team.

Littleton, Ma

Marlboro, Ma

Nashua, Nh

Nashua, Nh

Nashua, Nh